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

When was the smart meter installed, @Chris Watt? Our Support team might be unwilling to do anything if it’s within 6 weeks. Likewise you will need to complete a smart meter health check as the first step, unless you have already.

Installed back in Jan, might have actually been before Xmas.

filled in your health check, you should know it doesn’t work for my meter, question 3 and 4 don’t make sense.

Hi @Chris Watt, 

You can get in touch with our Support Team and share your results with them, They will be able to work on next steps and book any appointments necessary.

Let us know your progress! 

Currently with Octopus considering a move to Ovo. 
In theory I can’t connect to DCC but I’m on top of a hill and seem to connect. Installer got a connection and Octopus confirmed they had seen the meter. Lights were erratic for a few months but now flash every 5 seconds on the 3 lights. 
I understood that this means the meter is able to connect but Octopus don’t see it.

realistically would changing supplier potentially make a difference? Have asked for a T3 to strengthen connection but that’s been declined.

Hi ​@greenweeds ,

Gonna be honest here… Can’t make ANY promises at all about that.

Does it show up in https://homebrew.n3rgy.com at all?

Unfortunately not. 

Ahhh… That’s a problem.

The best you could do is use https://smart-meter-help.ovoenergy.com after switching. I can’t think of anything else right now

Hi ​@greenweeds and welcome to the OVO Forum!

I can see ​@Blastoise186 has given some really helpful advice here. 

We’d of course love to have you as a customer, but I can’t guarantee that we’ll be able to get the smart meter working if Octopus can’t. Worst case scenario is we’d take you on as a customer but you’d need to provide manual reads, best case is that we’d get the smart meter working. It’s up to you whether you’d like to switch to us. If you do decide to you can sign up online here.

And here’s some other Forum topics that you might find helpful!

My smart meter has stopped sending meter readings to ovo .I’ve contacted them on 3 occasions to be told it would be rectified in 24 hours Today I have an error message to ask for manual readings. I have tried sending these but they don’t go through I can see they ask if I have a dial meter .its a smart meter I’m an elderly person and have to go on my knees to take these readings which I have done but this is not ideal for me  any help would be appreciated 

Hi ​@Maurie ,

Sounds like something’s gone a bit wrong there. Try the tool at https://smart-meter-help.ovoenergy.com in the first instance and if that doesn’t work, you may want to raise a complaint via https://ovoenergy.com/feedback .

It’s possible something’s up with the records, but this can be fixed.

Hey ​@Maurie,

I’m really sorry to hear this,

Blastoise has given some helpful advice here. 
 

I just wanted to add that you could join the priority services register if you’re over 65 & they can send a meter reader round to read your meter free of charge, until the smart meter issues are resolved. 
 

Thank you both my case has now been escalated and I’ll come back when I hear anything 

Hey ​@Maurie 

Glad to hear the team have escalated that. Do let us know how you get on.

Hi. I’ve been in touch with ovo again and been told my case is being worked on by the back office. I gave meter readings in the chat but on looking at my app they are not showing there but have been used to update my credit on my account. Why am I not seeing my manual readings added by advisor recently thanks 

Hi ​@Maurie, I hope you had a good weekend,

Sorry to hear of the issues with the smart meter - I’m glad this has been escalated now. Have our Support Team let you know if the meter is going to need replacing or not?

If you’ve given manual reads to our Support Team they can take 24 hours or so to be displayed on your online account or app. Have you checked if they’re now displayed today?

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.