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

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. 

Yes, that meter type has known fault symptom similar to that you describe. 

Ahh okay thank you!

Great thank you!

I think you’ve got a SMETS1 EDMI there as well, so there’s actually more good news.

If you DO have what I think you’ve got, you’re eligible for a free upgrade to SMETS2 as EDMI has refused to migrate their S1 meters to DCC. :)

Ahh good to know! Will give them a phone and see thanks!

I meet the same problem. Have you called Ovo? I call them few months ago but they didn’t come.

Hello, yes I have called and also spoken to them via online chat multiple times. They have missed/cancelled 3 appointments on short notice so I am done with them.

Thank you for your reply! I will keep calling them. If you solve this problem could you tell me. If I solve this problem, I will also update here. I just worry that they will charge me wrong electric bills.

Yes I will let you know if it gets resolved! I am in the process of switching companies but I have still to receive a final bill from OVO so not sure how they will calculate it but I am not looking forward to it.

Hey @Rebeccapleasehelp 

If the team are unable to get an actual final meter reading, and have been estimating so far in the absence of meter readings, then the final bill will be estimated. We understand it’s not been a good situation with the missed appointments. 

We might have recommended waiting until the meter was fixed to leave, so that the final bill can be accurate, and not estimated, but you’ll be able to discuss this with the team when the final bill is produced to you. 

Do let us know how things go.

Our electricity meter stopped sending daily readings to OVO nearly 2 monts ago although our gas meter does continue to send readings. OVO is now using estimated readings (weren’t smart meters supposed to eliminate this?). Now been been reported to OVO Support and we’re back to the bad old days of logging manual readings (grr!).

What angers me is OVO not doing the simple task of detecting a meter that isn’t sending readings and being proactive about it. Surely we are entitled to expect a better customer service than this? For a company that says a lot about how customers benefit from its technology, this seems a pretty big let-down.

It’s not always easy for the supplier alone to detect that I’m afraid.

However… Try the tool at https://smart-meter-help.ovoenergy.com . It’s not full-auto like you desire, but it’s pretty close.

Smart electric meter (SMETS1) stopped sending electric readings on 22 December last year. Gas readings ARE still being sent.  Have contacted OVO 4 times so far.  There are no figures on display, so looks like problem with meter. Have contacted Ovo 4 times so far. 3 by on line message, once by email. No reply to email, but online they keep saying that the need to remotely check meter, to decide if meter requires replacement (or not). 

Was promised a call back on 29th December between 8am and 10.30am.  No one phoned, although there may have been a call at 1200 when I was unavailable.

Only the last contact (11 Jan) gave me a case number.

If the meter is broken I am worried that it may stop working all together and leave me without electricity over the cold period. Incidentally the display is now staying lit all the time.

How can I get OVO to give me an update and actually let me know what is happening? 

Hi @Al1 ,

I’m a Forum Volunteer here. I act independently of OVO.

One of us actually just found a tool that might help. Try https://homebrew.n3rgy.com/ but DO NOT post the results here unless you’re able to remove all traces of your MPAN/MPRN first.

We’re only interested in whether there’s any warnings or errors - please tell us about those as it may help us give you advice.

Thanks!