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

Thanks for the reply. will try that.

I sent two photographs of display to Ovo. Will put them here as well

Ist one is when pressing 9. Display should give reading

Second  one is pressing 0  Should be a display check. 

Try pressing 6 (corrected from 7 - sorry about that!)

If that’s the meter I think it is, this is usually the keypad reference 

I pressed button 7. Display showed “Not in Use”

Have been trying to get OVO to remotely check meter  since 28th December. They keep saying that they will do it, but never get back to me.

I did the meter check as asked by Blastoise186 

There are no error messages showing on it. However the date of installation is given as 20 July 2021, however the meter was actually installed on 09 March 2017.

My fault, sorry! I should have said 6 rather than 7. You appear to have a Secure Liberty 100. I didn’t get that from the tool you just used (I don’t own that thing!) but I recognised the photos.

The install date in this case would be the date it migrated to DCC and got registered to the network - DCC wouldn’t know what date it was initially deployed onto the original network it was once on.

If there’s no errors there on that tool, that’s a good thing. The next one to use is https://smart-meter-check.ovoenergy.com which will raise a report directly to the team you need in OVO and will also capture all the necessary diagnostics.

Hey @NeilB,

I’m sorry to hear of the issues you’re having,

Once you complete a smart meter health check, the smart metering team will investigate. They’ll try and resolve the issues with your smart meter remotely, if this doesn’t work you’ll be contacted and an engineer appointment will be booked. 

Hey @Al1,

I’m sorry to hear of the issues you’re having,

Once you complete a smart meter health check, the smart metering team will investigate. They’ll try and resolve the issues with your smart meter remotely, if this doesn’t work you’ll be contacted and an engineer appointment will be booked. 

OVO installed a smart meter.
It has no connection to the DCC network.
The metering point is in underground basement, lots of concrete.
In southern England so O2 network?
Can I simply put 3G range extender in to boost signal from outside into my basement? 

Hi @Chris Watt ,

That won’t work I’m afraid. Only an engineer can do this - something like an SKU2 Comms Hub with a T2 Booster Aerial should solve it though. Get in touch with Support and they can explore this for you.

Hi @Chris Watt 

Sorry to hear you’re having issues with the smart meter connection.

Blastoise186 has left some good advice here on the potential for a Booster Ariel to be fitted, this should help with the connection. The Support Team will be able to help you get this sorted.

We’ve also got some similar topics on smart meter connection issues that could be helpful to you:

Hopefully this has been helpful, keep us updated with how you get on.

Abby_OVO

Interesting reads but ultimately don’t move me on. Need T3 aerial, trying to work out who/where in OVO to go to ensure that process has started with DCC?

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