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rawx
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March 28, 2022
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Why can't my supplier resolve my smart meter Wide-Area-Network (WAN) signal issues?

  • March 28, 2022
  • 54 replies
  • 13702 views

Who has a SSE or OVO installed smart meter that doesn’t work and more significantly has NEVER worked? Succumbing to promotional pressure and keen to save/monitor my electricity usage, I had one installed 3.5 years ago — and it never worked from the off, save after a few months to provide exactly the same as the old one. After complaints and taking the matter to the ombudsman service (upheld on all counts and resolved with goodwill and indefinite pledges to sort out the issue). That was 20 months ago and there’s been zilch in action or communication since. Now that OVO is running the show, we will see what happens. I have no information on whether my situation is unique or common and why this is so, except that it is largely a government communications agency’s fault (DCC). Hence my question. I am in a small town in the northeast of Scotland, where everything else digital works just fine - with, as far as I know, three SSE electricity sub-stations and three digital/telecoms masts within a mile of my house. Thanks for taking the time and trouble to post if you can help or enlighten me in any way.

Best answer by Blastoise186

Updated on 01/12/25 by Ben_OVO

Hi @rawx ,

I’m Blastoise186, one of the forum volunteers here. I don’t work for OVO myself and cannot access your account, but I might be able to help figure out some diagnostics. Please could you post some photos of your meters, as I need to figure out what you’ve got so that I know what I can try.

If you have SMETS2, then your location means you’re on the Long-Range Radio based Arqiva WAN. All smart meters do ultimately connect to DCC, but there’s two ways of doing so. If you were in the Southern Territory, it would have been the Cellular based Telefonica WAN instead, but that option wouldn’t have worked as well in rural parts of Scotland, whereas Long Range Radio has a far better chance.

While the tech and concept sounds great on paper, in reality the Arqiva WAN has been plagued with issues and you are not alone here. Unfortunately however, fixing those issues is beyond OVO’s control as only Arqiva can install more infrastructure and repair their existing masts. It is only after this is done, that OVO/SSE would be able to truly fix your smart meter issues. Even if you switch supplier, I’m afraid this same issue will still affect you.

One of the best resources we’ve got is the website SmartMe, which we commonly use here on the forum anytime we get stuck or need reliable source info.

My own smart meter, Raichu, is a SMETS2 Aclara SGM1411-B with a WNC SKU1 Communications Hub, installed by OVO in April 2021. It which runs on the Telefonica WAN as I’m in the West Midlands. For me, it’s always worked perfectly as well.

54 replies

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Blastoise186
Super User
Blastoise186Super User
Super User
October 13, 2022

Then it’s as I suspected. DCC doesn’t even know about your site…

Please fill out the Smart Meter Health Check below and send it to OVO via Live Chat.

They can try to fix this but it may end up requiring a meter exchange.

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    J
    Newcomer
    Jimbo757
    Newcomer
    May 17, 2023

    Hi. I’m new to smart meters, being in the sticks. I’ve recently installed some solar panels, but can’t get a tariff that pays SEG without a SMETS2, but we don’t get a mobile signal. A house 400 meters away gets a mobile signal with a SMETS1. They would be happy to change to a SMETS2. So, can I get a meter to communicate with theirs via WAN, which would send data via mobile to the supplier. Is that how it could work? 

    Two other neighbours with panels would also be interested, but none of the suppliers will look into it. Before spending more time on it I’d like know if what I suggest is feasible. 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    May 17, 2023

    Hi @Jimbo757 ,

    This might work if you can get a Mesh Network going in your area. It requires iirc four SMETS2 sites with SKU2/SKU3 Comms Hubs and at least one of which must have a direct WAN signal. If all four of you are willing to upgrade, then this could potentially be explored. :)

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    Newcomer
    Jimbo757
    Newcomer
    May 17, 2023

    Thanks. I might also be able to get a couple of others as well. Who should I contact to explore this? I don’t get anywhere with the usual customer service points of contact

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    May 17, 2023

    I can ask for advice on that one backstage, but it may take a few days to get a full reply. Bear with me!

    What I do know is that the bigger the Mesh gets, the more powerful it becomes and in turn, increases the range it can cover. Every additional Site added to the Mesh Network itself becomes part of the relay and any Site in the Mesh that has WAN coverage can upload and download to the WAN on behalf of the entire Mesh Network and all Sites that are part of it.

    There must always be at least one Site in the Mesh Network at all times that has a direct WAN Signal. If all Sites lose WAN Signal, then the Mesh Network will go down until WAN Signal is restored to at least one of the Sites. It’s a self-healing system though, so it will keep trying to re-establish the link and the Mesh side of things would remain active even if the uplink fails.

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    Newcomer
    Jimbo757
    Newcomer
    May 17, 2023

    So I’m clear on this, is mobile connection seperate from WAN, or if one meter can connect via mobile and others can communicate with it, then they form a mesh to upload data? Does one meter have to have connection to the WAN network to enable all the others to communicate? 

    Is there a website I can look at to get my head round it? I’m reasonably techie.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    May 17, 2023

    Pretty much. :)

    The Telefonica WAN used in most of the UK (outside of Scotland and Northern England) effectively runs on the O2 mobile network, albeit with massive segregation in place to stop the two sides from interacting.

    You’re also correct about the Mesh. One meter can connect directly to the WAN via the mobile network and the rest will go via that one, frog hopping through others if needs be.

    Try https://smartme.co.uk . That’s the resource we always use here!

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    Newcomer
    Jimbo757
    Newcomer
    May 17, 2023

    Thanks. I’ll have a look at it. Do you know if 400m is too far for the first contact with a mobile connected meter?

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    May 17, 2023

    Erm… 400m is probably fine. I can’t say for sure because I don’t know the frequency being used, but I highly doubt it’s anything that has only say, 100m range on it. In actual fact, I wouldn’t be surprised if it’s at least a mile.

    After all, the Mesh Network method is designed for rural areas like the one you’re in!

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    Newcomer
    Chris Watt
    Newcomer
    March 26, 2024

    I appreciate this thread is now a little old.
    I have O2 signal outside, but my smart meter is buried in my concrete basement.
    Can i simply use a 3G range extender to bring O2 signal to meter and thereby connecting to DCC WAN?

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