Smart meters are working but not communicating with OVO - why?

Hi  Ben. The support team have not been in touch with me at all I’ve contacted them on 4 occasions by telephone any chat no one appears to be able totell me anything my meter readings have not updated for over a week on the appdespite my giving reading on the 4 th June they did use that reading to update my credit amount I will be calling them again tomorrow thanks Ben

Hi,

My Smart meter has stopped given meter readings since the 6th June, informed OVO over Webchat, got a real person, and was told I would have to wait 4 to 6 weeks before, OVO would do anything about it.

Told them not acceptable, then informed that they would raise a complaint, as I was not getting the service from OVO. Was also informed I would get a telephonic call (their words), in the next 24hrs to 48hrs, I am not holding my breath.

Lucky, I have the full script of the web chat for future reference. 

​@Maurie thanks for your reply, and sorry to hear this. It sounds like it’ll definitely be a good idea to give the Support Team a call. To confirm, the correct number is 0330 303 5063. let us know how you get on, hopefully they can give you some answers and get it fixed!

Hi ​@Weeck14,

Sorry to hear of the issues with your smart meter. If it’s stopped sending reads for the last four days, then hopefully it’ll start again soon. It’s common for smart meters to drop out of communication for a period of time and, most of the time, they regain communication on their own without any need for intervention. However, if the problem persists for a month, then we’d look to get an engineer out to you if it can’t be fixed remotely. Hopefully when they call you you’ll get some further information.

I just wanted to link you some previous Forum articles which you might find helpful:

Let us know how you get on when you hear back from the team!

Just an update, had a call from a very lovely lady, who was very helpful.  In short, they have tried to remotely reset the meter, and it has failed.

They are now looking into getting an Engineer out to check or replace the meter, with date and time to follow.

I will keep you posted on the outcome.

Morning ​@Weeck14,

That’s great news, I’m glad to hear it’s being handled properly now. If you could keep us posted we’d really appreciate it!

In the meantime, here’s a Forum article that explains what you can expect on the day of the appointment. Bare in mind this article may refer to having a traditional meter replaced, but the process is still the same.

If you’ve got any other questions before the appointment feel free to give us a shout!

Hi everyone thank you for your help with my smart meter not sending readings .this now appears to have been resolved and is all working again. I took some time to reply as I was waiting to see if  everything was ok thanks again for all the advice and support 

That’s amazing news, ​@Maurie! I’m happy that things have been resolved for you. If you ever need anything else, you know where to find us.

Please can someone help me with this I was in credit now I am in a massive debit? I have submitted meter readings but the smart readings are incredibly lower? 

I think my first question would be “are you confident of your manual readings”?

Some meters can show different registers depending of the type and options. Unless your meter is mixed with another (check on your bill/account) then the smart readings are likely to be correct.