Skip to main content
M
Rank 2
mazza
Rank 2
October 22, 2023
Solved

Storage Heater not working after Smart Meter installed

  • October 22, 2023
  • 101 replies
  • 8997 views

I had a smart meter installed 2 weeks ago and since then my storage heaters and immersion element to heat up the water in a big cylinder tank are not working anymore. Both only run on off peak electricity. I have raised this with OVO, an emergency engineer, a commissioned engineer, came but couldn’t solve the problem. Since then I’m daily on the phone with OVO but nobody is able to help. I’ve raised a complaint, got a call from OVO and was told that my case is being looked into and I would get a call back. Nobody was ringing back. It’s very stressful to call daily, explain the same problem each time and not getting anywhere. I was even told by one operator that it’s my problem and not OVO’s.. It’s absolutely outrageous that an organisation like OVO is not able to rectify the problem. I wonder if someone had similar experience and can give advise how to handle the matter. Thank you

Best answer by Blastoise186

Updated on 19/12/25 by Chris_OVO

First thing to try is ask the Support Team to reconfigure the ECAUL/ALCS Configs on the meter via SMETS Commands.

 

Please post photos of your setup, it may help a forum volunteer like myself figure this out.

 

Also, it’s not going to speed up your case if you keep smashing them to pieces every day. Please try to be patient - someone will be in touch when they can.

101 replies

Blastoise186
Super User
Blastoise186Super UserSolved
Super User
October 22, 2023

Updated on 19/12/25 by Chris_OVO

First thing to try is ask the Support Team to reconfigure the ECAUL/ALCS Configs on the meter via SMETS Commands.

 

Please post photos of your setup, it may help a forum volunteer like myself figure this out.

 

Also, it’s not going to speed up your case if you keep smashing them to pieces every day. Please try to be patient - someone will be in touch when they can.

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
    Rank 2
    Maureen D
    Rank 2
    October 23, 2023

    Jeez, if it’s anything like here it’s baltic so can’t imagine what you are going through with no heating and hot water.  Welcome to the shambles that is Ovo  😕

      BPLightlog
      Super User
      BPLightlogSuper User
      Super User
      October 23, 2023

      How was your previous set up controlled @mazza ? Did it have a separate time control for off peak?

      I was just wondering if that was still connected and out of step with the new meter.

      The new system probably uses a separate circuit which is controlled by the meter to switch on at the off peak times which is why Blastoise has suggested that command update as a first check.

       

      Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      M
      Rank 2
      mazzaAuthor
      Rank 2
      October 23, 2023

      First thing to try is ask the Support Team to reconfigure the ECAUL/ALCS Configs on the meter via SMETS Commands.

      Please post photos of your setup, it may help a forum volunteer like myself figure this out.

      Also, it’s not going to speed up your case if you keep smashing them to pieces every day. Please try to be patient - someone will be in touch when they can.

      Hi Blastoise,

      thank you so much for your reply. I will have to ring OVO again to ask them to reconfigure as per your suggestion. The engineer who came last week suggested a reconfiguration which only OVO can do. Operators at OVO I spoke to didn’t know how to transfer me to the correct staff so I was not successful. Btw. I don’t smash them to pieces by calling everyday, there is always a different operator on the line and none of the many I spoke to knew what to do. 

      I don’t manage to get pass the operator so I’m hoping someone from OVO will get in touch as I think I’ve had a missed phone call from OVO this morning.

       Please see here picture from the smart meter.

       

      thank you

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      October 23, 2023

      Commissioning a Smart Meter isn’t just a case of pressing a button and making magic happen. There’s a LOT of technical stuff that runs in the background to make that “Kapow!” happen.

       

      Sometimes it just doesn’t quite work as expected, but these things can - and will - be fixed remotely.

      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
      Rank 2
      mazzaAuthor
      Rank 2
      October 23, 2023

      How was your previous set up controlled @mazza ? Did it have a separate time control for off peak?

      I was just wondering if that was still connected and out of step with the new meter.

      The new system probably uses a separate circuit which is controlled by the meter to switch on at the off peak times which is why Blastoise has suggested that command update as a first check.

       

      Hi BP

      Thanks for your reply.

      There is a switch to turn on off peak which I do have on. Not sure if this is what you mean by separate time control and I don’t know if that’s still connected. Hoping to reach someone at OVO to do the command update.

       

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        October 23, 2023

        @mazza

        Just a thought. 

        Are you elegible for the priority service register? It is quite a long list. 

        https://www.ovoenergy.com/help/article/priority-services-register

          M
          Rank 2
          mazzaAuthor
          Rank 2
          October 23, 2023

          Jeffus,

          looking at the criteria’s to qualify I don’t think it’s applying to me. 
           

            Jeffus
            Rank 20
            Jeffus
            Rank 20
            October 23, 2023

            @mazza

            There is a chance that sending an email to the CEO teams will help while you are trying to get someone to sort out your issue. They are looking for feedback. Two weeks is a long time without heating and hot water. 

            Include your account number, address, phone number, details of your experience. 

            You can also include a link to this forum page

            https://forum.ovoenergy.com/smart-meters-136/storage-heater-not-working-after-smart-meter-installed-16278

             

            (Edited by moderator)

            M
            Rank 2
            mazzaAuthor
            Rank 2
            October 23, 2023

            Thanks Jeffus. This will be my next step.
            Currently waiting for another emergency engineer as I was told by another agent I spoke to at 4pm that they need to have a second report from an engineer before looking further into the matter. Again, it’s not an OVO engineer. Left work 2 hours early, waiting for the engineer who should here by 19:00…

              Show more replies
              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