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

Hi @Gary Sams

We have seen similar things like this before so i personally would not worry. For example

In other similar cases we have seen OVO did have the readings and were not estimating. 

Give OVO a call in the morning. I am sure they will be able to sort it out and get the readings to show again on your account. 

You can always give OVO link to this thread if you think it might help so they can see it has happened before for others. 

https://forum.ovoenergy.com/smart-meters-136/smart-meter-13528

Let us know how you get on. 

Thanks for your replies. Firstly, I can confirm that there is no mention of estimated readings on any of my bills. I have cleared out the cupboard under the stairs so I can get a reading from the meter itself. However when I press the button 6 or 9 I get a sequence of messages and numbers appearing for a couple of seconds each, and I am not sure which is the actual reading. However, for gas one of the numbers is 08078. Given that my bill shows a reading of 7658 on 21 Nov and 7892 on 20 Dec, this looks like an accurate reading. For electricity one of the numbers that pops up is 19728.6. My bill shows 19069.1 on 21 Nov and 19432.4 on 20 Dec. Again, this looks very much in line with expectations. If I am looking at the right numbers, it looks like they are getting the readings and the message that they are not, is innaccurate. I will try ringing them, though my my recent experience with call centres does not leave me with confidence that I will get through. I will keep you informed

As expected, phoning is a waste of time. I did, however manage to contact OVO. They have confirmed they are receiving accurate readings and the message is an error. However, they can’t remove it for some reason. Problem resolved - thanks for your help

Getting a bit fed up having to send manual meter readings. Sent manual reading before last bill (18 January). Just looked at usuage and in red - send manual meter readings. Surely OVO can come up with a resolution to this as I see it has been discussed on forum many times.  If this is happening a lot then they need to have a manual check to see what’s happening. My meter is set up to send half hourly readings so there should be no need to send manual readings

Hey @IChap55 !

Please post photos of your meters. We might be able to figure out what’s wrong.

@Blastoise186 we’ve been through this conversation before, and I sent photos and everything was ok. Husband has checked meter and everything is connected so it’s something at OVO. It sits above meter so there can’t be any issues with connection from meter to meter. I can read how much we’ve used on smart meter 

In that case, https://smart-meter-help.ovoenergy.com might work for you

Ok thanks will give it a try. Customer service is practically non existent, spent about three hours online chat and got nowhere as person must have been dealing with numerous conversations at the same time so gave up, emailed them after that and still waiting on reply 

The other option is 0330 303 5063

@Blastoise186 tried your link but need to wait 45 days for reply! Have tried phone number too, the wait was about as long as online chat.

Thanks for your help, if it continues then will try again and ask for engineer to come check

Hello all,

Recently set up an account with Ovo and have registered via the ovo app.

I've got a couple of questions that I need help with if possible.

    1) We've been advised by Ovo that our property has smart metres and that they can take half hourly readings. The issue is the metres aren't sending readings as there is no signal where the metres are located in our apartment building. 

  I've uploaded a couple of manual readings since the account went live at the end of February; however I can't see any details re energy usage on the app. Is that purely down to the fact the metres aren't able to send readings automatically?

    2) We've only set up our account and received our account number recently and we are going to pay on demand...however the account is showing a few hundred pounds in credit and I am not sure why that would be the case?

Any advice as always would be appreciated.

Thanks, 

Adam 

Hi @adam_miller it may be a delay while things are set up but it could also be that readings have been estimated or at least before your manual readings. 
There is a known problem with the usage data feed at the minute but you should see what has been logged as meter readings on your account page 

https://account.ovoenergy.com/meter-readings

Hi @BPLightlog 

Thanks for coming back to me!

The only readings that appear to be logged our my manual readings...no automatic readings have been sent - I am 99 percent sure it will be due to lack of signal. 

I was more confused about the account showing in credit when we haven't made any payments as of yet. 

Are they the £66, £67 credit for the Energy Bill Support Scheme? 

One further thing to check is the start reading. Not sure of your circumstances (no one here has access to your account) but it may be something from a previous supply/property?

Hey @adam_miller,

Welcome to OVO Online Community,

I’d advise doing a smart meter health check:

The credit could be because the first bill is inaccurate and we started to an opening estimated reading which is lower than your actual readings. Or, it might be because you’ve been credited with the energy bills support scheme payments. We can only cast assumptions on the Forum as we don’t have access to your account. 

Hope this helps. 

why do ovo say my electricity has been read with a smart meter. it has not been plugged in for 9 months now

Hi @Leeh1 and welcome to this customer forum. 
If you mean your in house display (IHD) that’s not your smart meter. The smart meter is always ‘plugged in’ as it supplied the power to your house

This might help:
video.twimg.com/ext_tw_video/1652297141681831939/pu/vid/720x720/r4ap8hDkZc9Pgt9T.mp4?tag=12

Hey @Leeh1,

The smart meters refer to the meters themselves (your traditional meters would have been replaced following the smart meter installation), not the plug in device called an ‘In Home Display’. We have a great topic Hub that contains all things smart, check it out:

My smart meter is not updating. The screen has an A in the top left corner and the meter reading has not changed in 2 months. It is also not connecting to the visual display. Gas is working and connected fine. Any idea how to fix this?

Hi @Rebeccapleasehelp , what type of meter is it? A photo might help to understand 

Hey @Rebeccapleasehelp,

I’m sorry to hear this,

This topic might be helpful:

It’s an edmi es-10a meter, I don’t have a picture atm

Hey @Rebeccapleasehelp,

You’ll need to contact the support team, I think they’ll likely book a faulty meter exchange appointment for you.