Why do my Economy 7 tariff times (shown on my 5 port S2 smart meter) not match my meter switch times since switching to OVO?

Yeh this is tricky to advise on, @Salltysea. I think it’s worth getting our Support team to send this to another internal team who have a lot more training and access to the back end of the smart meter systems. 

They will know if and how the change is needed. Keep us updated in case this helps anyone else with a similar question...

Hi Tim, could you advise me of the way to contact the right department, I did have someone helpful, last year who sent an update to my meter, which just stopped the handheld device from connecting, there was then supposed to be an engineer out, this was cancelled twice, and I have not heard from an advanced resolution specialist since Dec 21.

I have been on the phone to mark at the advanced resolution team, he has no access to the readings that my meter sends, and apparently nobody in OVO energy, can see the readings that I can of my energy use!

The SMETS2 team are not answering him and I am not able to speak with them anyway! 

Also if this is the case (link below), is my meter timing on economy 10 and and I should be being billed economy 7 rates at economy10 times.?

Hi @Salltysea, 

I’m sorry for the issues you’ve been having.

When you say ‘the readings you see’ are you referring to seeing smart meter readings on your online account or In Home Display (IHD)? If you are seeing usage on the IHD it may still mean we aren’t in communication with your smart meters. 

We’ve got a great guide here which will help you identify smart meter issues through the online account or app:

If we aren’t in communication with your smart meters please complete the Smart Meter Health Check (SMHC) and send the answers to our Support Team: 

I don’t have access to your account but it is possible that your meter is Economy 10. Here is how to check when your meter is clocking at off peak:

Quote “It's possible to test this by doing a load test during any time you think the meter's off peak register is clocking. Boil a kettle and watch one register increase and the other stay the same.”

It’s good to hear your account is now with advanced resolutions. 

Keep us posted with how you get on!

My Smart meter is not setup for Economy 7 tariff. I only get an off peak rate for 4 hrs a day.

I complaint about this before but have just been ignored.

You’ll have to give us a lot more detail of your situation if we’re to be able to make suggestions. How did you find out that you’re only getting 4 hours offpeak each day? It would be helpful to see a photo or two of your meter, one a clear close-up so the display and markings are legible, another showing the whole backboard with the cables to and from the meter.  

You were having trouble accessing your online account last year. Was that difficulty eventually sorted out?

Hey ​@mccord,

To help the community and ​@Firedog offer advice, please provide more information, such as photos of your setup, which can help identify what we're working with.

Please also answer the following questions:

• What tariff are you currently on?
• How long have you been experiencing these issues, or have you only recently noticed it's for 4 hours?
• Is there anything at home that could be controlling the circuit and causing it to change?
• Have you had any meter changes that could have caused the issues you're seeing?
• Are you based in the North of Scotland or affected by the RTS shutdown?

Your detailed response will enable us to begin helping you.

New smart meter installed last month to replace standard and offpeak ones. Naively thought that would be it, all circuit working ‘round the clock’. So was surprised to discover that the ‘old’ offpeak circuit was still working off peak.

Help Centre explained that there was a 6-8 weeks synchronisation period post installation before everything would be live 24hrs.  

What is being synchronised? Why does it take many weeks? How can a circuit, without its own meter and apparently no timing control, remain working on offpeak timings, after old meter (and clock) removed?

Howdy ​@RoddieMac !

Could you show us the new meter real quick? They may be a faster way. The six weeks is to get everything fully established, but some tasks can be done sooner.

It rather depends on which sort of tariff you opted for, which in turn would dictate what sort of meter was installed - hence the request for nice clear photos of the meter itself and another showing the whole backboard it’s mounted on, so all the cables to and from it are visible.

Normally, if there was storage heating equipment (space and water heaters) using offpeak power, the meter engineer will have installed a meter capable of switching what you call the ‘offpeak circuit’ on and off and wired it up to the meter accordingly. Only if he was told that you didn’t want a dual-rate (peak/offpeak) arrangement would he vary from this procedure.