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C
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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

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Blastoise186
Super User
Blastoise186Super User
Super User
October 19, 2023

Because of two reasons:

  1. Eon would have completely disconnected themselves when you switched to OVO - if you switch back, it’s not treated as a meter they installed anymore
  2. If this is an issue at DCC, then it’ll affect ALL suppliers, not just OVO
  3. On average, OVO seems to have better diagnostic tooling that a lot of suppliers I’ve seen
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    Jeffus
    Rank 20
    Jeffus
    Rank 20
    October 19, 2023

    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

     

    So

    1. The MPAN looks correct as the one the network operator is using from the central database  matches the one ovo is using

    2. Hugo is successfully picking up both gas and electricity readings from your smart meters (albeit they can't access all the data ovo can) 

    It could be an issue with the smart meter but it does look like it could be an issue with OVO with the limited information so far.

    3. On your bills you will see a serial number for your meter. Check this is the same as the number on the front of your smart meter.

    4. What do you see on the electricity usage page?

    https://account.ovoenergy.com/usage?fuel=electricity

    5. It is more than curious eon were getting your readings fine but ovo have never got your electricity readings

      C
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      ChrisMacAuthor
      Rank 2
      October 19, 2023

      Snapshot of usage 

       

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        October 19, 2023

        Am assuming you do not see anything on the day page which would normally show 30 min readings

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

        C
        Rank 2
        ChrisMacAuthor
        Rank 2
        October 19, 2023

        I did ask to have 30 min readings some time back, I’ll check. 
        Which is the serial number on the meter? 

         

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        October 19, 2023

        If you show us some photos of the meter, we can extract the MSN for you

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          C
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          ChrisMacAuthor
          Rank 2
          October 19, 2023

           

          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          October 19, 2023

          Ok, I extracted 19E5002221

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            Blastoise186
            Super User
            Blastoise186Super User
            Super User
            October 19, 2023

            But what makes me curious… Is whether the issue here then is the same one that theunknowntech said he’d been seeing… Hmm...

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              C
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              ChrisMacAuthor
              Rank 2
              October 19, 2023

              Ok, I extracted 19E5002221

              Thanks

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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