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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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M
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mazzaAuthor
Rank 2
November 2, 2023

Sorry to keep on posting.

I'm so confused by this email OVO sent me earlier today.

 Rang OVO just now, was put on hold after telling my details,  line failed 2 X. After ringing the 3rd time the operator said the earliest appointment will be the 6th December. 

Have the remote checks done to attempt fixing my off peak problem and that's why OVO sent me this email? 

Or has the smart meter not communicating with OVO nothing to do with my storage heater problem?

The only thing I heard from OVO today was the email.

Sadly, the operator couldn't help much with these matters. He also couldn't transfer me to the person ringing me yesterday evening. 

What I'm supposed to do?
I really can't deal with this anymore. It’s 4 weeks this Saturday.

 

 


 

 

 

 

 

M
Rank 2
Maureen D
Rank 2
November 2, 2023

Sorry to keep on posting.

I'm so confused by this email OVO sent me earlier today.

 Rang OVO just now, was put on hold after telling my details,  line failed 2 X. After ringing the 3rd time the operator said the earliest appointment will be the 6th December. 

Have the remote checks done to attempt fixing my off peak problem and that's why OVO sent me this email? 

Or has the smart meter not communicating with OVO nothing to do with my storage heater problem?

The only thing I heard from OVO today was the email.

Sadly, the operator couldn't help much with these matters. He also couldn't transfer me to the person ringing me yesterday evening. 

What I'm supposed to do?
I really can't deal with this anymore. It’s 4 weeks this Saturday.

 

 


 

 

 

 

 

That’s shocking.  You must be wishing you had never tried a smart meter!  As a storage heater user myself, there’s no way I would agree to having a smart meter until there’s a guaranteed system set up for those of us in this position.

 

Will they not even agree just to reinstate what you had?

 

I really feel for you.

Blastoise186
Super User
Blastoise186Super User
Super User
November 2, 2023

The only way is onwards, there is no turning back. Once a Smart Meter is installed, there’s no downgrading back to Traditional - especially not back to RTS Meters.

I’d say go ahead and book that request to get the ball rolling. This feels like a specific case of a dud meter rather than anything to do with the Smart Meter stuff.

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
November 2, 2023

@Maureen D apparently no stock of traditional meters around anymore….not sure if I believe this...I know Blastoise doesn't like me saying this, but yes, wish never would have agreed to the smart meter after OVO really pushed to agree getting one. Once I agreed they were really quick giving me installation appointment. Not quick  at all once problems accrued.
Nobody ever asked if I had storage heaters before installing and I would have never thought this could be a problem.

@Blastoise186 earliest appointment they offered me is 6th December!!!!

Perhaps I got the hint and try to find a malicious electrician…

Anybody knows if a privat electrician is able to fix the smart meter? They won't have access to OVO I believe? So in my mind that doesn't work?

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    November 2, 2023

    Nope, no electrician will touch the meter if they want to stay alive.

    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!
    Firedog
    Super User
    FiredogSuper User
    Super User
    November 2, 2023

    Did you get an IHD with your smart meter? If so, is it giving you any useful data? If it is, you could check whether your usage data are getting through to DCC; if they are, the ‘communication’ problem is at OVO’s end for them to sort out. 

    We’d be happy to guide you through the steps to check this out - just say.

     

     

    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. |
    Tim_OVO
    OVO Staff
    Tim_OVO
    OVO Forum Legend
    November 3, 2023

    It’s my understanding that you’re working with OVO on this issue, @mazza. Hopefully we can get things sorted for you without further delay. 

    Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
    M
    Rank 2
    mazzaAuthor
    Rank 2
    November 3, 2023

    Yes, Ovo arranged for a partner engineer to come and he is changing the smart meter to a heritage meter as we speak. First he tried to commission the smart meter but that didn't work. 
    After 4 weeks without heating and hot water hope all will be working smoothly.
    Next battle will be to get compensation and refund for 2 engineers not turning up. 

      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      November 6, 2023

      Hey @mazza 

       

      Glad to hear they got someone out to you to get this sorted.

       

      How have things been since the engineer visit? Are the Storage Heaters and hot water working as they should?

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      M
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      mazzaAuthor
      Rank 2
      November 6, 2023

      Yes, all back to normal. Sadly, no smart meter for me.

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