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ChrisMac
Rank 2
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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BPLightlog
Super User
BPLightlogSuper User
Super User
October 24, 2023

All

Is it worth logging a complaint? 

I would say definitely @ChrisMac 

Jeffus has also been pointing out an email for the CEO’s team on issues which haven’t been resolved 

 

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

    All

    Is it worth logging a complaint? 

    I have flagged the ovo moderators in case they want to get ovo support to contact you via the forum. If the ovo moderators don't want to do that for whatever reason, then yes I would put in a complaint. 

    Then ovo have 8 weeks to resolve the complaint before you go to the Ombudsman. 

    You have been very patient to wait this long. I think you have been let down. 

    I have sent a link to this thread to the ovo CEO feedback email address in case there are any general lesson learned they want to look at. 

     

     

      C
      Rank 2
      ChrisMacAuthor
      Rank 2
      October 24, 2023

      All

      Is it worth logging a complaint? 

      I have flagged the ovo moderators in case they want to get ovo support to contact you via the forum. If the ovo moderators don't want to do that for whatever reason, then yes I would put in a complaint. 

      Then ovo have 8 weeks to resolve the complaint before you go to the Ombudsman. 

      You have been very patient to wait this long. I think you have been let down. 

      I have sent a link to this thread to the ovo CEO feedback email address in case there are any general lesson learned they want to look at. 

       

       

      Okay thanks

      C
      Rank 2
      ChrisMacAuthor
      Rank 2
      October 24, 2023

      All

      Is it worth logging a complaint? 

      I would say definitely @ChrisMac 

      Jeffus has also been pointing out an email for the CEO’s team on issues which haven’t been resolved 

       

      Thanks 

        Abby_OVO
        Community Manager
        Abby_OVO
        Community Manager
        October 24, 2023

        Hey @ChrisMac 

         

        Sorry to hear those commands didn’t fix the issue. 

         

        I’ll have the Forum_Support reach out so they can take a look into this for you. You should receive a Private Message soon here: https://forum.ovoenergy.com/inbox/overview

        Currently Playing: She's Electric
          C
          Rank 2
          ChrisMacAuthor
          Rank 2
          October 25, 2023

          Hey @ChrisMac 

           

          Sorry to hear those commands didn’t fix the issue. 

           

          I’ll have the Forum_Support reach out so they can take a look into this for you. You should receive a Private Message soon here: https://forum.ovoenergy.com/inbox/overview

          Yes I’ve received a message from them. Thank you.

          L
          Newcomer
          Lvanidea
          Newcomer
          October 25, 2023

          It's possible that your electric meter is not compatible with smart reading. Not all electric meters are compatible, so you should check with your energy supplier to make sure.

          C
          Rank 2
          ChrisMacAuthor
          Rank 2
          October 25, 2023

          It's possible that your electric meter is not compatible with smart reading. Not all electric meters are compatible, so you should check with your energy supplier to make sure.

          It’s Smet2 installed by Eon and was working fine when I left them. 

            C
            Rank 2
            ChrisMacAuthor
            Rank 2
            October 25, 2023

            It's possible that your electric meter is not compatible with smart reading. Not all electric meters are compatible, so you should check with your energy supplier to make sure.

            It’s Smet2 installed by Eon and was working fine when I left them. 

            Gas is sending readings okay. 

              C
              Rank 2
              ChrisMacAuthor
              Rank 2
              October 25, 2023

              All

              Ran this check and it says meter is working okay and supplier should be getting Smart reads 

              https://smartmetercheck.citizensadvice.org.uk/meters/new?fuel_type=electricity

               

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