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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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C
Rank 2
ChrisMacAuthor
Rank 2
October 20, 2023

All

After several chats to Ovo today I eventually got the SMETS command fix run, they said wait 48 hours before checking for smart reads again, fingers crossed here :-) 

    C
    Rank 2
    ChrisMacAuthor
    Rank 2
    October 23, 2023

    All

    still no Smart readings from electric meter, will allow a little more time. 

    C
    Rank 2
    ChrisMacAuthor
    Rank 2
    October 24, 2023

    No difference, still no electric Smart reads

     

    C
    Rank 2
    ChrisMacAuthor
    Rank 2
    October 24, 2023

    BACK TO EON FOR ME SOON, seems this can’t be resolved, lots of customers having same issue.

     

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    October 24, 2023

    BACK TO EON FOR ME SOON, seems this can’t be resolved, lots of customers having same issue.

     

    If you have time it might be good to post your experience on Trustpilot where more people will see it. 

    https://uk.trustpilot.com/review/www.ovoenergy.com

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    October 24, 2023

    BACK TO EON FOR ME SOON, seems this can’t be resolved, lots of customers having same issue.

     

    Obviously entirely your call @ChrisMac but in this case, I’m not sure that a change of supplier will fix this - unless you get a better tech support response perhaps. 
    All the data goes to a central hub (DCC) and the supplier picks it up from there so if it’s not getting to the DCC then no supplier will get readings

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      Jeffus
      Rank 20
      Jeffus
      Rank 20
      October 24, 2023

      BACK TO EON FOR ME SOON, seems this can’t be resolved, lots of customers having same issue.

       

      Obviously entirely your call @ChrisMac but in this case, I’m not sure that a change of supplier will fix this - unless you get a better tech support response perhaps. 
      All the data goes to a central hub (DCC) and the supplier picks it up from there so if it’s not getting to the DCC then no supplier will get readings

      @ChrisMac is seeing readings in Hugo fine.

      So at least some data is definitely getting to the DCC which ovo isn't picking up or displaying 

      Difficult to know exactly where the issue is

      BPLightlog
      Super User
      BPLightlogSuper User
      Super User
      October 24, 2023

      BACK TO EON FOR ME SOON, seems this can’t be resolved, lots of customers having same issue.

       

      Obviously entirely your call @ChrisMac but in this case, I’m not sure that a change of supplier will fix this - unless you get a better tech support response perhaps. 
      All the data goes to a central hub (DCC) and the supplier picks it up from there so if it’s not getting to the DCC then no supplier will get readings

      @ChrisMac is seeing readings in Hugo fine.

      So at least some data is definitely getting to the DCC which ovo isn't picking up or displaying 

      Difficult to know exactly where the issue is

      I’m told that a supplier can’t use the third party data for some reason - it is a separate data set

       

      Edit: I should have read the whole thread before posting … it does look like a meter mismatch or similar with crossed wires for the supplier info. In that case, a change of supplier might help if OVO don’t fix it

      Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
        Jeffus
        Rank 20
        Jeffus
        Rank 20
        October 24, 2023

        BACK TO EON FOR ME SOON, seems this can’t be resolved, lots of customers having same issue.

         

        Obviously entirely your call @ChrisMac but in this case, I’m not sure that a change of supplier will fix this - unless you get a better tech support response perhaps. 
        All the data goes to a central hub (DCC) and the supplier picks it up from there so if it’s not getting to the DCC then no supplier will get readings

        @ChrisMac is seeing readings in Hugo fine.

        So at least some data is definitely getting to the DCC which ovo isn't picking up or displaying 

        Difficult to know exactly where the issue is

        I’m told that a supplier can’t use the third party data for some reason - it is a separate data set

         

        Edit: I should have read the whole thread before posting … it does look like a meter mismatch or similar with crossed wires for the supplier info. In that case, a change of supplier might help if OVO don’t fix it

        It is hard to tell, it could also be the issue @Blastoise186 points out with calenders and you could be right about something unusual in the DCC. 

        My overriding thought is this overall issue has been going on since 09/10/2020 the day @ChrisMac switched. 

        In pure elapsed time, this is the worst case of OVO customer service I have ever seen on the forum in the years I have been posting. 

        I have made this point before to the ovo moderators, there seems to be a problem with the ovo core customer service process. Somewhere this should be flagged in some Time To Resolution metrics. It was never fixed since the first time @ChrisMac raised the issue. It shouldn't be possible for this issue to have gone on so long. @ChrisMac had a working setup before joining OVO. 

         

         

          C
          Rank 2
          ChrisMacAuthor
          Rank 2
          October 24, 2023

          All

          Is it worth logging a complaint? 

          Show more replies
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