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mazza
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October 22, 2023
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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

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Abby_OVO
Community Manager
Abby_OVO
Community Manager
October 24, 2023

Hey @mazza 

 

Sorry to hear about these issues.

 

Did the engineer arrive last night?

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M
Rank 2
mazzaAuthor
Rank 2
October 24, 2023

Hi Abby,

he arrived shortly before 8pm but couldn’t fix the problem. He was advised by OVO engineers helpline that the meter needs to get changed. The emergency engineer was very helpful but he didn’t have a meter left with him to install. He did reconfirm that I don’t have any readings for of peak. I guess OVO will need to request his report as I learnt the reports don’t necessarily get sent to OVO.
So that will be me ringing again, explaining to the advisor and so on. Anyways, this disaster is still ongoing…

Jeffus
Rank 20
Jeffus
Rank 20
October 24, 2023

Hi Abby,

he arrived shortly before 8pm but couldn’t fix the problem. He was advised by OVO engineers helpline that the meter needs to get changed. The emergency engineer was very helpful but he didn’t have a meter left with him to install. He did reconfirm that I don’t have any readings for of peak. I guess OVO will need to request his report as I learnt the reports don’t necessarily get sent to OVO.
So that will be me ringing again, explaining to the advisor and so on. Anyways, this disaster is still ongoing…

Hi @mazza

You are automatically entitled to £30 compensation if an engineer turns up without the stuff needed to complete the work under the law/ofgem rules. 

So ask for this the next time you contact ovo if you want to. 

If the compensation isn't paid within 10 working days of the event then ovo need to pay you another £30.

This may also be relevant for any other visits you have had, obviously I don't know.

Obviously just getting the heating and hot water working is the main priority 

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    October 25, 2023

    Hey @mazza,

     

    That sounds really frustrating, I’m very sorry to hear this.

     

    I’ll ask Forum_Support to reach out via private message. 

    Renewable Energy? Big Fan.
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    October 25, 2023

    Hey @mazza,

     

    That sounds really frustrating, I’m very sorry to hear this.

     

    I’ll ask Forum_Support to reach out via private message. 

    @mazza look out on this page for the message 

    https://forum.ovoenergy.com/inbox/overview

      M
      Rank 2
      mazzaAuthor
      Rank 2
      October 25, 2023

      OVO reached  out on a Privat message to say they would look into the matter. After replying I didn’t hear back all day. At 16:30 I rang OVO once again, got transferred to another agent and he booked an engineer for tomorrow morning 8:00-12:00 to change the meter back to an old 2 phase meter as OVO’s smart meter don’t support 2 phase meters running on off peak energy 7 tariff. I suggested this all along to all the agents I’ve spoken to but no action was taken.
      So, I have to take off time at work again on a short notice. Hopefully after being back on a old meter off peak will be running again. After almost 3 weeks without hot water and storage heating.
      Hopefully this story can prevent everyone of getting a smart meter. Smart meters provide no advantage whatsoever. 

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        October 25, 2023

        That job will fail. You can't just install 2-Phase over a Single-Phase setup 

        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 25, 2023

        I have no clue. Original set up was working perfectly fine before the smart meter.  I believe that was 2 phase? I feel like OVO is expecting me to tell them what to do, 

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        October 25, 2023

        It can’t have been 2-Phase. That’s just not possible for a Single-Phase setup.

        It’s probably also worth mentioning that even though a user who is watching this thread will not like this you won’t get much traction in a thread like this one by trying to discourage smart meter adoption.

        Whether people like it or not, it’s the ONLY migration path for anyone who has an RTS Meter.

        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!
          Abby_OVO
          Community Manager
          Abby_OVO
          Community Manager
          October 26, 2023

          Hi @mazza 

           

          I’m sorry to hear this is ongoing. You should have received a response from the Forum_Support, who’ll look into things for you.

           

          Blastoise186’s advice is spot on here, but the Forum_Support will be able to look into this in depth. 

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