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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
  • 13754 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.

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Temmyt
Newcomer
March 6, 2025

​@Blastoise186 ,thanks for quick response ,I hope DCC will be notified as soon as possible, I really want to smart meter communicating as soon as possible. 

Chris_OVO
Community Manager
Chris_OVO
Community Manager
March 6, 2025

Hey ​@Temmyt,

 

Thanks to ​@Blastoise186 for stopping by and offering advice. He’s right in saying that there are occasions where an engineer will “install and leave” the meter as to not interrupt the supply. 

 

I’ve also removed your postcode from the thread so that we can keep your location secure. 

 

 

Renewable energy jokes never get old.
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Retroanaconda
Rank 2
March 8, 2025

Unfortunately there are large areas of the country where the WAN is inadequate, particularly in the north where the inferior Arquiva network is used.

Apparently there are dual-mode communication hubs (the part of your meter that talks to DCC) being trialled for the north region which work both on the Arquiva network but also support 4G. Alas all has gone quiet with these so don’t hold your breath.

Sadly you will just have to submit meter readings manually for now, you will also be unable to access tariffs suitable for EVs or generation. I am in the same position, they broke the 1st generation meter which was working fine and installed a 2nd gen one which does not connect. All in the name of progress!

I’ll try changing supplier in the summer as I know other companies have been installing 4G meters in the north region to get around the Arquiva network inadequacies. 

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    March 10, 2025

     Hey ​@Retroanaconda 
     

    I am in the same position, they broke the 1st generation meter which was working fine and installed a 2nd gen one which does not connect. All in the name of progress!

    I’ll try changing supplier in the summer as I know other companies have been installing 4G meters in the north region to get around the Arquiva network inadequacies. 


    I’m sorry to hear this, very frustrating position to be in. We’ll update the forum whenever there are any updates on the above. 

    The topics below might be of interest to you:

     

     

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