Electric smart meter not sending readings but gas is?

@Emmanuelle_OVO

Hi Emmanuelle,

Seems my electric Smet2 meter fitted by Eon has never sent smart readings to Ovo.

I was hoping to give The Power Move Autumn Challenge ago but without a fully working meter that won’t be possible?

Do you think this issue is causing the problem still? Extract from Ovo email
I apologise, when you switched to us in 09/10/2020, it seems we had your old electricity meter details. I have now updated your meter details correctly and have billed you up to date. Your statement will be viewable through your online account within 24 hours.

*edited by moderator*

engineer did come out 6 October think in 2021? All he did was pull main fuse and spoke to Ovo.

Bottom line everything does seem to be in order except that the app and web portal show meter not sending smart readings. I did mention this anomaly to engineer but it seemed to fall on deaf ears. 

Regards

Chris M *edited by moderator*

Hey @ChrisMac,

You’ve done the right thing in completing a smart meter health check, the smart metering team will investigate and try and resolve the issues with the meter remotely. 

If they’re unable to do so, they’ll have to send another engineer to your property. 

If you’re unhappy with the timeframe, my advice would be to call customer support on 0330 303 5063 and see if they can nudge the smart support team.

Hope this helps. 

Okay thanks.

It’s quite frustrating I can’t join The Power Move Autumn Challenge

Hi all,

Seems Hugo has now found data for both gas and electric.
Does that help resolve why Ovo is only getting Smart gas reads? 
Thanks Chris 

@ChrisMac I would keep an eye out for 30 min data on the usage page. This is what the 3rd party apps can see

https://account.ovoenergy.com/usage?datePeriod=daily&unit=kwh

Also the daily readings page although the 3rd party apps can't see that data on the smart meter. 

https://account.ovoenergy.com/meter-readings/history/electricity

See if any of the data comes back over the next week.

Probably worth making it clear to ovo you can now see 30min data on 3rd party apps.

It does point to potentially being an OVO IT problem rather than a smart meter issue, but obviously can't be certain.

You could also look at the MPAN and Meter serial number on your ovo electricity bill. See if they are the same as your actual meter. A customer has posted about that issue in the past.....

Hey @ChrisMac,

It might be something to do with the meter details being incorrect on the national database. When you check your account online, and bills, does the meter serial number match the one on your meter? 

Also @ChrisMac you can see who your electricity network operator is here

https://www.energynetworks.org/customers/find-my-network-operator

You can then contact your electricity network operator and ask them what your MPAN number is.

You can compare that with what ovo have recorded. It is rare but we have seen instances where ovo have the wrong mpan. 

Interesting though that Hugo is working fine by the look of things. They check your address and mpan with the national database. 

Hi all,

Rang Electrical North West today to check MPAN number they have for my address, turns out it is the same that Ovo have on record.

Also got a message from Ovo support saying sorry you are having problems with the IHD!! That left me speechless tbh! Responded back politely saying it’s the Smart that’s at fault.

Think I have two options now either raise a complaint or move back to Eon who installed the meters. But that still leaves me with the damaged main fuse holder.

Chris

Switching supplier won’t help in this case

Why not?