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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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Blastoise186
Super User
Blastoise186Super User
Super User
November 1, 2023

Ironically enough, we’re not qualified electricians! :D

I’m actually the Head of IT at a media production company. Not even training to be an electrician. :)

It’s a bit of a hobby for us to be on this forum really. We are just incredibly well connected and have the ability to tap into certain industry resources - especially those at OVO if we ask nicely.

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
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mazzaAuthor
Rank 2
November 1, 2023

Thanks for clarifying and being interested.

Blastoise186
Super User
Blastoise186Super User
Super User
November 1, 2023

No worries! We’re here if you need us!

Even if that does mean having to have 20,000 things on the go at once. :P

 

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M
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mazzaAuthor
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November 1, 2023

Yep, looks busy😄

M
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mazzaAuthor
Rank 2
November 1, 2023

Just to update you all. It looks like finally there is some movement in my case. Got a call EOD from OVO saying they would do the remote check up’s suggested here on the forum. Not holding my breath just as yet but being hopeful! 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    November 2, 2023

    Just to update you all. It looks like finally there is some movement in my case. Got a call EOD from OVO saying they would do the remote check up’s suggested here on the forum. Not holding my breath just as yet but being hopeful! 

    That’s probably because of something we did in this thread. :)

    Keep us posted with how things go!

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    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    November 2, 2023

    Keep us posted @mazza!

     

    Just a note, from previous experience I know that if you did get a private electrician and they advised in the job notes the fault was with OVO you could send customer support the invoice and have it refunded.

     

    Hopefully it doesn’t come to that, as I appreciate that would be an inconvenience to you. 

    Renewable Energy? Big Fan.
      M
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      mazzaAuthor
      Rank 2
      November 2, 2023

      Just received not such good news fromOVO, copying here:

      I’m emailing you an update in regards to your Smart Meters.

      Unfortunately, after monitoring your meters on our system, it would appear that we are not communicating correctly with your smart meters and we are unable to fix this remotely. We do apologise for any inconvenience.

      In order to fix this issue we would like to revisit your property at a time that’s suitable for you and ensure your electric meter is communicating with us as expected. Please call us on 0330 303 5063 at your earliest convenience in order to book this. We're available Monday to Friday, 8am-6pm.

       

      This took OVO almost 4 weeks to find out!!!! Very disheartening to call OVO again.. Would have been much easier they would ring me…..

      M
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      mazzaAuthor
      Rank 2
      November 2, 2023

      @Emmanuelle_OVO 
      I spoke to the electrician on the phone and he said he would not take on this job as it's for OVO to fix it. No charges for the phone call.

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      November 2, 2023

      Unfortunately, a lot of malicious folks would take advantage of such callbacks and try to spoof OVO…

      The diagnostic also takes time to run iirc - just in case it’s a transient issue.

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      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