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ChrisMac
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October 2, 2023
Solved

Electric smart meter not sending readings but gas is?

  • October 2, 2023
  • 125 replies
  • 4247 views

Hi, 

Any idea why my gas meter sends smart reading but electric doesn’t? 
 

Best answer by Emmanuelle_OVO

Updated on 31/03/25 by Ben_OVO:

You can view your smart meter readings via your online account or app. If your readings are estimated then your smart meter might not be working, and you’ll need to send a smart meter health check to our Support Team. You can find out more about this here, and in these previous Forum topics:

 

 

Hey @ChrisMac,

 

That’s a shame Hugo also can’t communicate with your meter. 

 

The timeframe for the smart metering team to investigate the issue and contact you is 45 working days. Within this time they will attempt to fix the issues with the meter remotely, if they’re unable to do so they’ll contact you to book in an engineer appointment. 

 

If you’re concerned the support team may not have received your smart meter health check I'd advise contacting them via webchat to check. 

125 replies

Blastoise186
Super User
Blastoise186Super User
Super User
October 2, 2023

Hi @ChrisMac ,

We could do with some snaps of the meter for this one! :)

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C
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ChrisMacAuthor
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October 2, 2023

 

    C
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    ChrisMacAuthor
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    October 2, 2023

    Thanks for response.

    The meter was installed by Eon, think it did work okay when I changed to Ovo quite awhile ago now. Ovo did come out to reset electric meter by taking out fuse and talking to Ovo but it didn’t sort things. When you look at the readings on display it does show everything is okay but when looking at App or Web login it shows electric meter not sending readings. Gas has always sent readings. 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    October 2, 2023

    Thanks. Can you tell me what the WAN and HAN lights are doing on the Comms Hub please?

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      ChrisMacAuthor
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      October 2, 2023

      They are both flashing every 5 seconds 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      October 2, 2023

      What colour?

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        ChrisMacAuthor
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        October 3, 2023

        Both lights flashing green

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        October 3, 2023

        Perfect, thanks! That says to me the WAN/HAN links are healthy so this is a bit easier. Can you run all this through https://smart-meter-help.ovoenergy.com as that tool will pick up everything else and send it to the right team for you.

        It might be an easy fix!

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          C
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          ChrisMacAuthor
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          October 3, 2023

          Completed and submitted with photo of meters location. 

          C
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          ChrisMacAuthor
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          October 4, 2023

          Will Ovo get back to me? 

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          Terms & ConditionsAccessibility statement

          OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

          OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

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