If you have an Aclara S1 smart meter, check the guide here
To review our plans and get your switch to OVO sorted in minutes, click here.
The SMETS1 Secure Smart Meter Health Check - your guide
If you’re seeing usage issues with your online account which should be linked to your smart meter, there may be a communication issue. Here’s a smart meter health check you can do to diagnose this!
Please note that if the meter screen is completely blank and the meter is not responding to actions on the keypad reach out to our Support team to book in a meter exchange.
1. Are the Meter Serial Numbers (MSNs) correct?
We first need to make sure that the meter(s) we are dealing with are correct (mistakes can sometimes be made, meaning the wrong MSN is listed on an account).
Where can I find the serial number on a smart meter?
The MSN for an electricity smart meter can be found to the left of the keypad. It will begin with 14P, 15P, 16P, etc.
The MSN for a gas smart meter can be found directly below the keypad. It will begin with G4P and end with 1400, 1500, 1600, etc.
2. Is there a WAN connection?
Check the electricity meter and confirm what the LED light labelled 'WAN' is doing.
If the light is flashing, the meter has WAN. Please check how many times the light flashes between pauses.
One flash between pauses means very low signal, five means great signal. If the light is solid, there's no WAN.
Here are a list of questions you may be asked, if your meter has no or poor WAN:
- How strong is the mobile phone signal next to your meter?
- Is there anything metallic in the way of the meter which could be moved?
- If the meter has something metallic blocking the signal - for instance a mirror or an ironing board - then moving this may solve the problem.
- Is your electricity meter in a metal box (e.g a metal meter cupboard)?
- Is your electricity meter in a basement, or is it partially enclosed (e.g in a closed cupboard under the stairs)?
3. Is there a HAN connection?
To check gas connectivity, we need to find out whether your gas smart meter is connected to the Home Area Network (HAN).
What is the word 'HAN' doing on the screen of the gas meter?
- Check the digital screen on the gas smart meter. The word HAN will be in the bottom corner.
- If the word HAN is solid, the gas meter is connected to the HAN so there is no gas meter connectivity issue.
If the word HAN is flashing, the gas meter is searching for the electricity meter but hasn't found it. We may ask the following questions to help us work out the issue::
- Do you have a Pipit IHD with a serial number beginning P16P? IHDs beginning with ‘P16P’ or higher act as a relay. They will also show "E+G" on the underneath of the device in the right hand corner. Plugging in the IHD half way between the meters should bring the gas back into comms.
- Has the meter been commissioned correctly? (See Step 4.)
- What is the distance between your gas and electricity meter (please estimate)?
- Is your meter in a metal box (e.g meter cupboard)? Are there any thick walls between your meters, or are either of your meters in a basement?
- How many floors are there between your gas and electricity meters, if any?
- Does any gas information appear on your IHD?
4. Are the meter(s) commissioned?
In order for either meter to be able to communicate with us, it needs a WAN connection and it needs to have been commissioned.
How do you know if the smart meter(s) have been commissioned?
- Press '0' on the meter's keypad. (This applies for both the electricity and gas.)
- If a meter has been commissioned correctly, the meter display will begin to cycle through various screens; starting with the date and time.
- If a meter has not been commissioned, displayed on the screen will be 'COMMISSION - YES OR NO'. (This will be abbreviated.)
If the meter isn’t commissioned, reach out to our Support team to arrange an engineer visit.
5. Is the meter clocking usage? Meter Readings.
If the meter is not clocking (reading is 0) and you’re using electricity or gas, or if the screens are blank and unresponsive with no communication, reach out to our Support team to book in a meter exchange. To check if the meter is clocking usage:
Single rate electricity meter - you need to press 9 and provide the reading after IMP KWH
Economy 7 meter - you need to press 6 and provide the readings after IMP R01 (night reading) & IMP R02 (day reading). If you want your total read, you should press 9
Gas meter - you need to press 9 and will see two readings, volume (m³) and kWh. You need the reading shown after "VOLUME".
And that’s it - hopefully from this guide you will be able to work out if your meter has an issue, what that issue is, and know what to do! If we’ve missed anything out, please leave a comment below.