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

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.

Sorry to hear about this, @Harkj9, it does seem to have been a bit of an ordeal.

Please give our team a message on Facebook or webchat via the Help Centre, they'll be able to look into this today. 

Hope this helps!

I've moved your posts over here, @AKWillows. We'll need to carry our a smart meter health check to determine the issue.

Send us a message on Facebook , Twitter or webchat via the Help Centre with your name, DoB and account number.

Hey @AliWilson,

It sounds like we're not communicating with the meter, so we'll need to get to the bottom of this to figure out what's going on.

Send us a message on Facebook, Twitter or webchat via the Help Centre so we can look into your account and find out exactly what’s going on, and see if we can get a time frame of when this will be fitted. 

Thanks,
Eva

My smart meter has stopped reporting since 21st January. It previously has been working fine since April. Is anyone else in SE Hampshire similarly affected?

Looks like it’s just me then. So why will it take OVO 2 weeks before it can tell me what it is going to do about it?

We’ll need to do a smart meter health check to determine the issue, @PeteW, the team will then decide the best course of action. You can message the team on webchat via the Help Centre.

So how long does it take to do a meter check?. 2 weeks are up now and still no further contact! Why do I get the impression that nobody at OVO cares?

Hi @PeteW 

I suggest getting in touch through webchat via the Help Centre.

I’m having difficulty in communicating with Ovo. I had a SMETS2 meter fitted on Dec 9th. Works great for electric but not at all for gas. I entered into e-mail communication in early Feb and was told I need a further engineers visit because the meter wasn’t commissioned. I don’t really mind that I have to take more time off work to sort out my gas meter and I can accept that Coronavirus may have delayed this being sorted out as I am not vulnerable and that’s where Ovo’s priorities rightly lie.

I am not sure however whether or not any record has been made by Ovo that the issue is unresolved. I have registered for e-mail reminders to send monthly readings but these have now stopped coming. I have been updating readings manually over the Ovo website but on my latest visit I find the website has changed and I can no longer input a manual reading (the buttons shown in the tutorial don’t appear on my screen). I emailed a request latest readings on 2 July and asked for contact by email or phone. Automated email by return advised I’d get a response in 48 hrs. I’m still waiting and my usage has usage has not been updated. I just want to keep my readings up to date and to make sure I am up to date in paying for what I use. What else can I do?