Why is my Smart meter In Home Display (IHD) not showing any electricity usage data?

I contacted support and they sent through a reset apparently. I waited 24h and restarted the device, but this didn’t resolve the issue - it’s still only showing gas! 
 

What next? 

If Customer Services sent through a SMETS command then it should’ve acted within half an hour. This was implied a couple of weeks ago by Fionn, a Product Manager at Kaluza, whilst answering questions about the Flex Platform using DCC’s network.

In fact, from a technical viewpoint, I can’t see why a RESET command couldn’t operate immediately. That level of instruction is already used when Smart Meter installers are on-site and need to pair an IHD to a Comms Hub.

You will need to re-contact OVO so that they know that whatever they did was ineffective. I strongly suggest that you use the email route. That gives you a date/time stamp on the message.

 Thanks for posting the details of this issue here, @parekhd 

Good community based advice from other members with smart kit on show here, much better advice when it’s from someone with the same kit and sometimes the same questions! @TomThumb @Transparent 

I have combined your topic to this existing thread. For one thing, we can check in on other community members who were effected to hear how they got a solution… @Wigwam66 what happened in the end with this? And @pauleywauley @Tiamun @mark17hp @JCPW and last but not least, the very helpful @MikeE - any advice on firmware fixes? There’s no obvious WAN or HAN issues with @parekhd 

Hi All,

Yes Ive had no electricity data sent to Ovo with Smets 2 meters, only Gas, Ovo have done nothing about it for nearly a year now so don’t expect a quick resolve on this, I think as the Smets2 meters get installed, they work ok for a few months then develop faults, your just put on a waiting list which I think is getting longer by the day - so much for smart meters, still have to send electricity reading up at the end of every month, so nothings changed here..

That's right that is, I have had trouble with SMETS2 meters when I was with OVO and before that with SMETS1 meters when I was with Scottish Power.

Smart meters aren't as smart as smart phones well that's my experience !

Hi Mike,

Yes that's the problem, its OK fitting the meters but there's no initial back up from Ovo to sort all the problems out, just get passed around to the different posts on here, with no real help with on going problems these meters are having.

Would be great to get a call or a response from an engineer tomorrow, but don't hold your breath cause you could be waiting years and that's not an exaggeration.

Paul.

I hear what you’re saying @pauleywauley 

I think we’re seeing an ever increasing backlog of issues related to Smart Meter readings. It’s more technical than I’d expect could be handled by the usual Customer Services staff. And the level of feedback we’re reporting here on the Forum needs investigation, rather than just “an answer”.

• Perhaps there’s too few in the Smart Meter Engineering Team at Bristol.
• Perhaps Covid-19 constraints have too severely cut back access to the Maxwell research/test lab where they would try to replicate our reports
• Perhaps they’re doing the tests but can’t get enough software design/development time, either for code to send to the meters, or with the Billing System developers at Notting Hill.

I’ve just checked today’s list of 54 OVO’s job adverts and can’t see any for additional Smart Meter engineers.

There’s a vacancy for a Manager to organise the 25-strong team of those who liaise with the Meter Installers whilst they’re on-site. But that’s the closest I can find.

Hi Transparent,

I know this, but as a ‘different' customer orientated company I thought Ovo was when they entered the energy market, I thought putting the customer first was their Spiel, but alas, like all other ‘ customer orientated' companies, its gone by the wayside, the bigger customer base they have doesn't ‘help' when your left with up to date tech that clearly was bought to the market too soon with not enough R and D done and being unable to rectify problems which the customer is left with.

As this thread shows, there's a lot of ‘customers' with on going problems with smart meters that just aren't being resolved on a reasonable time scale, whilst still getting their customers to have the Meters installed without being able to honour existing problems with the said meters and just continue to push the smart meter install at a rate, that as time goes by, these initial faults just are not being rectified let alone not telling us how it REALLY is???

Paul.

A few of us on this thread are experiencing the same issue.
 

Just to summarise, the issue is that only gas readings are shown on the IHD (no electricity), but electricity readings are still getting to OVO successfully and at one point in time (when the meter was first fitted), everything worked ok. 
 

I have tried contacting OVO a few times By phone and the call handlers don’t appear to know what a RESET command is or what else they can do from their end to fix the IHD issue. 

Hi Parekhd,

Not the same issue here, no electricity data is being sent up to Ovo, having to manually send in elec readings every month, Gas data is OK but no electricity data.

The Meters worked fine for the first 6 months with no problems but just stopped sending elec data up, can't understand this as the gas data is being sent to the elec meter, then sent to Ovo but no elec data at all.

Been like this now for nearly a year with no resolve, Ovo just can't help any further, just on a waiting list for an engineer visit but not looking likely as I think they're struggling trying to keep up with the faults with these new meters.

Paul.