Skip to main content
A
Rank 1
AmandaS
Rank 1
June 20, 2017
Solved

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

  • June 20, 2017
  • 156 replies
  • 22663 views

I have smart meters for both gas and electricity. However, neither is currently able to connect to OVO and hasn't done so for quite a while now. An engineer came to try to boost the signal but all his attempts failed. He said something about needing to wait for an additional bit of kit to be installed locally. How much longer do I have to wait? I really don't want to have to provide meter readings...I shouldn't have to with smart meters!

 

Best answer by Lucy_OVO

Updated on 07/10/25 by Ben_OVO

 

Occasionally we lose the connection with a smart meter, meaning we don’t receive the readings automatically. There are many things that might affect the signal between us and your meters.

 

If you login to your online account or OVO app (download for Android or iOS) and notice we haven’t received a reading from your meter recently, please complete the smart meter health check for your meter type below. You can fill out this online form to let us know the problem.

Secure SMETS1 smart meter health check

Aclara/Honeywell/Flonidan SMETS2 smart meter health check
 

If we are receiving the readings but you are not able to see usage data on your In-Home Display check the IHD usage guides below for further help:

SMETS2 smart meter and Chameleon IHD

SMETS1 smart meter and Chameleon IHD

SMETS1 meter with a Pipit IHD
 

There’s more advice on how to identify Smart meter issue on your online account in this guide:

 

 

OVO customer but not got a smart meter yet? - Book today!

Interested but not yet an OVO customer? - Check out our plans!

156 replies

Show previous replies
Nancy_OVO
Retired Moderator
Nancy_OVO
Retired Moderator
March 21, 2018
Hi @Tricia,

I've moved your comment over here where you should be able to find loads of information about smart meter maintenance.

If you need anything chasing up, feel free to drop us a message on Facebook or twitter with your account number, full name and DoB.

Nancy
Your guiding light(bulb)
A
Rank 1
AmandaSAuthor
Rank 1
May 24, 2018
Further to my original message 23 June 2017 - Just to say my smart meters are STILL not able to communicate with OVO. Mobile phone coverage is good where I live so I don't understand why this is still a problem. More to the point I don't understand why OVO isn't doing something about it - even if it means starting a conversation/agreement with one of the network providers. This has been a problem for OVER A YEAR. Both meters are awkward to take reading from which was one reason I was happy to have smart meters installed originally. Please can this be sorted ASAP.
E
Newcomer
enterpryse
Newcomer
January 23, 2019
Same problem here albeit not for as long.

Meters were installed around 14th Jan and were working! They stopped two days later.

I was told to wait up to 6 weeks for them to come alive but to also follow up the query in two weeks time if it was still 'broke'.

I'm wondering if the problem is OVO setting up the account with data provider (on the WAN side) and not a technical problem at all.

In any case it needs sorting as making the switch to SMETS2 is now leaving a bad taste in everyones mouths.
Nancy_OVO
Retired Moderator
Nancy_OVO
Retired Moderator
March 5, 2019
Hi @enterpryse - it can take a while for signal to settle down, this doesn't necessarily mean the meters have been installed incorrectly. However, if you're concerned, feel free to drop the team on Facebook a message: m.me/ovoenergy

Be sure to include your account number, full name and DoB.
Your guiding light(bulb)
E
Newcomer
enterpryse
Newcomer
March 15, 2019
Hi @enterpryse - it can take a while for signal to settle down, this doesn't necessarily mean the meters have been installed incorrectly. However, if you're concerned, feel free to drop the team on Facebook a message: m.me/ovoenergy
Be sure to include your account number, full name and DoB.

I had a second engineer visit about 10 days ago who got the electric side working again ( a pairing issue) and left with a promise that the gas was fixed and would come on line in the following week.

The Gas is still not working!
Transparent
Rank 20
Transparent
Rank 20
March 15, 2019

Oh dear @enterpryse That's not good!

 @Nancy_OVO is quite correct in saying that it takes quite a while for everything to be configured and operational after the actual installation day. I've written more on this in another Topic here.

However, there's clearly another problem occurring on your site. Once the Smart Meters are communicating with each other and DCC, there will only be the occasional drop-out, possibly last up to an hour.

You should keep notifying OVO of the issue, preferably by webchat via the Help Centre.

There are different models of communications link available for your Smart Meters, and they may or may not require an external aerial. I too live in a region with poor mobile phone signals, and I have an Electricity Smart Meter with a Toshiba Mesh-Network transmitter and a substantial external aerial. There are photos showing these on the other Topic I've just referred you to.

As I understand it, the actual link to the mobile phone network isn't within OVO's remit. Once the system has been correctly installed and configured, in my area (Devon) responsibility for external communications is in the hands of Telephonica.

Save energy... recycle electrons!
    Nancy_OVO
    Retired Moderator
    Nancy_OVO
    Retired Moderator
    March 19, 2019
    The Gas is still not working!

    Hi @enterpryse - have you sent the team a message so they can look into this?
    Your guiding light(bulb)
    E
    Newcomer
    enterpryse
    Newcomer
    March 19, 2019

    The Gas is still not working!Hi @enterpryse - have you sent the team a message so they can look into this?

    Yes, indeed I have. No response yet after giving my details to them.

    Thanks for your interest
    Transparent
    Rank 20
    Transparent
    Rank 20
    March 19, 2019
    Hi @enterpryse I've been looking around the Forum to see if anyone else was having a similar problem whereby the IHD was picking up only one fuel.

    I came across this Topic where @tony1tf says he's been "re-booting" his IHD as a work-around.

    I only have electricity currently showing on my IHD; so I might give this a try myself if I have a moment spare tomorrow.
    Save energy... recycle electrons!
      T
      Rank 4
      tony1tf
      Rank 4
      March 19, 2019
      Rebooting my IHD only worked for a few days, then back to gas only. Several turn offs later never restored both readings. I am awaiting a replacement unit with updated firmware, which is supposed to fix the problem.

      Tony
      Show more replies
      Terms & ConditionsAccessibility statement

      OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

      OVO (S) Gas Limited is part of OVO Group Ltd