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AmandaS
Rank 1
June 20, 2017
Solved

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

  • June 20, 2017
  • 156 replies
  • 22663 views

I have smart meters for both gas and electricity. However, neither is currently able to connect to OVO and hasn't done so for quite a while now. An engineer came to try to boost the signal but all his attempts failed. He said something about needing to wait for an additional bit of kit to be installed locally. How much longer do I have to wait? I really don't want to have to provide meter readings...I shouldn't have to with smart meters!

 

Best answer by Lucy_OVO

Updated on 07/10/25 by Ben_OVO

 

Occasionally we lose the connection with a smart meter, meaning we don’t receive the readings automatically. There are many things that might affect the signal between us and your meters.

 

If you login to your online account or OVO app (download for Android or iOS) and notice we haven’t received a reading from your meter recently, please complete the smart meter health check for your meter type below. You can fill out this online form to let us know the problem.

Secure SMETS1 smart meter health check

Aclara/Honeywell/Flonidan SMETS2 smart meter health check
 

If we are receiving the readings but you are not able to see usage data on your In-Home Display check the IHD usage guides below for further help:

SMETS2 smart meter and Chameleon IHD

SMETS1 smart meter and Chameleon IHD

SMETS1 meter with a Pipit IHD
 

There’s more advice on how to identify Smart meter issue on your online account in this guide:

 

 

OVO customer but not got a smart meter yet? - Book today!

Interested but not yet an OVO customer? - Check out our plans!

156 replies

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Jeffus
Rank 20
Jeffus
Rank 20
October 13, 2022

 

Hi @mrtomuk  that is what is called an In Home Display.

Your electricity smart meter might look something like this

You will also have a gas smart meter somewhere

Can you post pictures of those? 

M
Newcomer
mrtomuk
Newcomer
October 13, 2022

 

M
Newcomer
mrtomuk
Newcomer
October 13, 2022

On the electricity the 4 of the 5 leds flash every 5 seconds, the middle one (MESH) doesn’t flash

M
Newcomer
mrtomuk
Newcomer
October 13, 2022

On the Gas, I’ve looked through the screens and it says Connected on HAN status

Blastoise186
Super User
Blastoise186Super User
Super User
October 13, 2022

Sounds like most things are working fine then.

Can you run both meters through this tool please? https://smartmetercheck.citizensadvice.org.uk/

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
M
Newcomer
mrtomuk
Newcomer
October 13, 2022

Thanks, I’ve used that site and gas and electric both seem to work. 

“Your gas meter's working in smart mode” Supplier: OVO Gas Ltd

Blastoise186
Super User
Blastoise186Super User
Super User
October 13, 2022

In that case, the fix should be fairly easy. Try asking the Support Team to set the Read Schedules back up for both meters. I recommend Half-Hourly Mode if you want to get the most out of them. But you can choose Daily or Monthly instead if you prefer.

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    B
    Newcomer
    barnsleybetz
    Newcomer
    October 18, 2022

    After successfully sending in my readings since installation my smart meter stopped communicating in August. I was informed such when I received an email from OVO in September. I checked connections and both Internet and cellphone networks are up and running. The smart meter display shows current and daily readings etc so how can I get OVO to test the connection or reinstate it?

    B
    Newcomer
    barnsleybetz
    Newcomer
    October 18, 2022

    Since posting a few minutes ago I have completed S2 healthcheck routine and all lights are present and flashing at correct intervals including WAN and HAN, meters are recording properly and transmitting correct data to IHD. All connections are operating and strong. so why is there no communication with OVO.

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    October 19, 2022

    Hey @barnsleybetz,

     

    Welcome to the OVO Online Community.

     

    That sounds frustrating. You’ve done the right thing completing a smart meter health check. This will help our team determine what the issue is. Even if your HAN is strong, it may be that your WAN (the signal needed for OVO to communicate with the smart meters remotely is weak).

     

    Has it recently been enrolled on the Data Communications Company (DCC)?

     

     

    I’d advise checking what meter serial number is appearing on your Online Account and seeing if that matches with your meter.

     

    Hope this helps.

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    Terms & ConditionsAccessibility statement

    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd