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M
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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

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Jeffus
Rank 20
Jeffus
Rank 20
October 31, 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, 

Hi @mazza are you all sorted now? 

M
Rank 2
mazzaAuthor
Rank 2
October 31, 2023

Hi Jeffus,

thank you for asking.

No, engineer didn’t turn up. Engineer booked after that cancelled. OVO told me yesterday that they expect me to book a privat electrician myself.  Don’t understand what the electrician can do what OVO can’t.
Clearly OVO thinks it’s all my problem. 

Jeffus
Rank 20
Jeffus
Rank 20
October 31, 2023

Hi Jeffus,

thank you for asking.

No, engineer didn’t turn up. Engineer booked after that cancelled. OVO told me yesterday that they expect me to book a privat electrician myself.  Don’t understand what the electrician can do what OVO can’t.
Clearly OVO thinks it’s all my problem. 

Hi @mazza 

Always difficult to know as obviously I don't have all the details, but I don't understand either.

1. You had a working system before you had your smart meter

2. You have already had an engineer visit and say the meter needs replacing. 

If feels like you are potentially being told different things by different people as they look at your case. 

I think you are being very patient. I have flagged the ovo  moderators again 

. 

M
Rank 2
mazzaAuthor
Rank 2
October 31, 2023

To be honest, they are messing me about. The error I have after installing the smart meter has happened also to other people with storage heaters and immersion water tanks. Wonder how they got it fixed.
I‘m really not patient anymore, being angry, feeling helpless and mentally exhausted by the issue. No idea what I’m supposed to do. I don’t want a privat electrician to touch the problem and OVO is not able to sort out the problem. Doesn’t leave me with options….

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
October 31, 2023

Hey @mazza,

 

I’m really sorry to hear this,

 

It sounds like a very frustrating situation to be in. I’ll ask Forum_Support to reach out today. 

Renewable Energy? Big Fan.
Firedog
Super User
FiredogSuper User
Super User
October 31, 2023

The error I have after installing the smart meter has happened also to other people with storage heaters and immersion water tanks. Wonder how they got it fixed.

 

🙋🏼

The other similar cases I’ve seen here in the forums (the switch for offpeak equipment isn’t triggered as it should be) have had different meters from yours, so it’s not certain that it’s the same fault with the same solution - but it’s not unlikely.

I haven’t found a manual which covers your specific meter, but from the photo it looks as if there is indeed an ALCS  in the box on the RHS of the meter labelled L470 5451. The error that we have come across is that, although the engineer has asked for OVO to configure this switch by sending what’s called an ECAUL request and received confirmation via his app that this has been done, in fact it hasn’t and the confirmation is an error. That’s why Blastoise suggested asking for this request to be re-sent in his very first reply.

If that box does indeed contain an ALCS, then its little LED (below UK | CA) should indicate its state. If the ALCS hasn’t been configured at all, the LED might just be off. Otherwise, it should shine blue during the day and green during offpeak hours. If it’s red, there’s a fault. So, what is it showing: red, blue, green or nothing?  

 

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
    M
    Rank 2
    mazzaAuthor
    Rank 2
    October 31, 2023

    Just got home to check the meter. There is no light on the rhs
     

     

    M
    Rank 2
    mazzaAuthor
    Rank 2
    October 31, 2023

    Btw, I have suggested since the beginning to Ovo that the meter is not correctly configured but they didn't do anything

      Firedog
      Super User
      FiredogSuper User
      Super User
      October 31, 2023

      … There is no light on the rhs
       

      I’m no expert, but that suggests that the ALCS just isn’t connected. We’ve seen similar installations where the installer had not much idea what he was doing and just made everything neat and tidy. 

      If that is an ALCS, and I can’t imagine what it might be otherwise, then if there is power to the meter, its LED should be lit with the colour indicating the current state. 

      Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
        Jeffus
        Rank 20
        Jeffus
        Rank 20
        November 1, 2023

        Hey @mazza,

         

        I’m really sorry to hear this,

         

        It sounds like a very frustrating situation to be in. I’ll ask Forum_Support to reach out today. 

        @mazza i would keep trying with Forum_Support via the forum

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

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