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Rank 1
TomOTron5000
Rank 1
February 22, 2019
Solved

Why is my new SMETS2 gas meter not sending my meter readings to OVO?

  • February 22, 2019
  • 29 replies
  • 25866 views

Hello,

I've recently had a new smart meters installed. The electric one is working fine, but the gas meter has failed to send a single smart reading. So far I've had to submit manual readings.

Does anyone know how to re-sync the two meters so Gas readings are automatically sent to OVO?

I've got some of the 2nd generation meters.

I am talking to OVO about the issue but they are being very slow, and whenever I do get a response they keep referring me back to fixes for the older style smart meters.
 

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Best answer by Nancy_OVO

Updated on 23/10/25 by Ben_OVO

 

Great to hear about your new S2 meters. If you’ve just had these installed it’s worth remembering that it can take up to 6 weeks for your account to be updated with your new meter details.

 

If you’ve logged into your online account or OVO app (download for Android or iOS) during this time we might not yet be able to show your smart meter usage data and may still request some manual meter readings. Not to worry, this should correct itself once the initialisation process is completed. There’s more advice on this great member guide.

 

More than 6 weeks since your install and noticed we’re still not receiving your reads? We may need to check things are up and running correctly. You can find info on diagnosing smart meter issues via your online account / app in this guide:

 



We’d recommend carrying out a smart meter health check for you meter type below and contacting our Support Team with the results.

 

 

 

If you’re seeing usage data on your online account but not on your In Home Display (IHD) we’ve got guides which might help:

 

 

Hope we can get things fully set-up soon so you can enjoy the full benefits of going smart!

 

OVO customer but not got a smart meter yet? - Book today!
Interested but not yet an OVO customer? - Check out our plans!

29 replies

Show previous replies
BPLightlog
Super User
BPLightlogSuper User
Super User
April 1, 2023

Hi @TracyV welcome to the customer forum. Smart meters normally take a few weeks to properly sync and make full contact. If you’re looking at your In Home Display (IHD) it sometimes helps if you can leave it closer to your meters if possible. Otherwise it should get connection and show your usage in a few weeks

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    T
    Newcomer
    TracyV
    Newcomer
    April 2, 2023

    Thankyou BPLightlog. You were right I did mean my IHD, it’s right next to the meters so the distance shouldn’t be a problem but if it can take a few weeks to sync properly then that’s good to know. What made it appear like something wasn’t working properly was because the electricity reading was there straight away but there is nothing for the gas.

    Many thanks 

      K
      Newcomer
      keithy
      Newcomer
      April 5, 2023

      hi

       

      we have both gas and electricity smart meters and the han is working for both and information received by the ihd for both but for the wan only gas meter readings are being received into my online account which bizarely says that an electricity smart meter has not been installed as they were both installed at the same time. the communications hub is a standard edmi 420.

       

      can someone help why my electricity readings are not being automatically sent?

      K
      Newcomer
      keithy
      Newcomer
      April 5, 2023

      hi

       

      we have both gas and electricity smart meters and the han is working for both and information received by the ihd for both but for the wan only gas meter readings are being received into my online account which bizarely says that an electricity smart meter has not been installed as they were both installed at the same time. the communications hub is a standard edmi 420.

       

      can someone help why my electricity readings are not being automatically sent?

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      April 5, 2023

      Hi @keithy

      Welcome to the customer forum, i am just a customer like you. 

      A few initial thoughts 

      On the page there are details of your meters

      https://account.ovoenergy.com/plan

      Are they the same as what you see on the actual meters?

      When did you have the meters installed?

      Have you been with OVO long? 

      Probably useful to check if any of the 3rd party apps can see the results

      https://hugoenergyapp.co.uk/

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        April 5, 2023

        hi

         

        we have both gas and electricity smart meters and the han is working for both and information received by the ihd for both but for the wan only gas meter readings are being received into my online account which bizarely says that an electricity smart meter has not been installed as they were both installed at the same time. the communications hub is a standard edmi 420.

         

        can someone help why my electricity readings are not being automatically sent?

        Hi @keithy

        Welcome to the customer forum, i am just a customer like you. 

        A few initial thoughts 

        On the page there are details of your meters

        https://account.ovoenergy.com/plan

        Are they the same as what you see on the actual meters?

        When did you have the meters installed?

        Have you been with OVO long? 

        Probably useful to check if any of the 3rd party apps can see the results

        https://hugoenergyapp.co.uk/

        K
        Newcomer
        keithy
        Newcomer
        April 5, 2023

        thanks the meters are as expected and they were installed a couple of months ago. my account shows gas meter as a smart meter but not the electricity meter but it is also a smart meter as both were installed at the same time.

         

        everything appears to be working with the home area network as it should but for some unknown reason the wide area network is only sending gas and not electricity  meter readings.  the communications hub wan and han lights are green and pulse every 5 seconds presumably meaning that it is working ok.

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        April 5, 2023

        thanks the meters are as expected and they were installed a couple of months ago. my account shows gas meter as a smart meter but not the electricity meter but it is also a smart meter as both were installed at the same time.

         

        everything appears to be working with the home area network as it should but for some unknown reason the wide area network is only sending gas and not electricity  meter readings.  the communications hub wan and han lights are green and pulse every 5 seconds presumably meaning that it is working ok.

        Ultimately you will have to call the OVO Support team then.

        It can take up to 6 weeks for new meters to fully setup but you say it has been a couple of months now. 

        Did the Hugo app see any data? 

        If you post how you get on with OVO Support i am sure it will help others in the future.

        Good luck! 

        Tim_OVO
        OVO Staff
        Tim_OVO
        OVO Forum Legend
        April 6, 2023

        Good advice above, @keithy. I can see you’ve also posted this same comment in in it’s own topic:

         

         

        If your electricity meter isn’t showing up on your online account, our Support team are indeed best placed to help. Checking with a third party app like Hugo is a good idea as Jeffus suggested. 

         

        To check for signal issues with the electricity meter, you can perform this health check:

         

         

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        OVO (S) Gas Limited is part of OVO Group Ltd