Gas usage not showing online after SMETS2 smart meter fitting - any ideas?

Reading your gas smart meter is easy, simply press the "9" key, the end of a pen or pencil is best for this. First it gives you the volume in cubic meters which is what you need to submit to OVO, followed by the kWh and other details you don't need.

If your smart meter isn’t giving OVO your meter readings though, this could indicate that there is a problem with the signal. To get this checked out, contact the Social team on Facebook - https://www.facebook.com/ovoenergy/ or Twitter - https://twitter.com/OVOEnergy. They’ll be able to run through some questions with you to help determine if it’s a communication issue with your smart meter.

Thanks, but we do not belong to Facebook or Twitter and have no wish to be part of them. As I mentioned, I have already contacted customer support (on several occasions) and have been told that the matter is in hand, and that someone will be in touch to arrange a visit. This has not happened. Presumably, customer support should be able to arrange this if they present it as the next step.

I will take a gas reading using the instruction you provide (thanks) but should point out that OVO told me that this would no longer be necessary - this is a reason ordinary consumers agree to having smart meters fitted. We seem to be going backwards here!

OVO has been much better than any other supplier we have experienced - until this point. I do feel that there must be a fault in OVO's administration if customer support is unable to arrange adequate help for people who are not on social media...

Thanks for your clear, detailed reply: I have found this genuinely helpful. I've waited a day or two before responding because there are still uncertainties buzzing around in my head. For example, I find it incomprehensible that the fitter who installed the kit should say to me: "It may take a couple of hours for the gas information to show up" when she (presumably) knew that 'two months' might be closer than 'two hours'. Nor do I understand why OVO customer support should say that someone would contact me within 5 working days to arrange follow-up when they must have known that this would not happen. I assume that they were trying to get me off their backs: it gives me no pleasure to be so stubborn and relentless about this but I feel that I was misled about what to expect.

As far as the meter is concerned, I should point out that some (incomplete) information was immediately available for electricity - so it is a puzzle that the delays should apply only to gas.

To be quite honest, I regret giving in to the hype and having the 'smart' meters fitted: I did not have the information then that I have now - surely, people should be told openly about these issues in advance so that they can choose on the basis that they are properly prepared for what is otherwise an unexpected and confusing outcome. Despite researching smart meters online, I had no expectation of these problems - perhaps these issues are buried somewhere in the small print (which is where bad news usually finds a home); if so, then I missed it.

Thanks again - and, as you advise, I will wait to see what happens (though I am still uneasy).

Hi @Bart Yes, I can understand what you're saying. You weren't really made aware of what's involved. Had you been, then no doubt the whole process would've seemed a lot less frustrating.

I don't know about why you were informed to expect someone else to do "follow up" within 5 days. After the installation is completed, everything else can be done without needing to involve the customer... unless there's a physical fault of course.

In the long run I don't think you'll regret having SMETS2 meters.
I wish I had them!

SMETS2 enables so many future possibilities to be implemented within your home. Devices that aren't time-constrained such as

• washing machine
• tumble drier
• storage radiator
• immersion heater

can be configured to only draw power when it reaches a price threshold that you are happy to pay. Instead of the old idea of Economy-7, a customer might get offered a cheap-rate midday if there's a surfeit of renewable energy available.

Whether you ever decide to take advantage of such energy-saving features is entirely up to you, but you wouldn't have the option without SMETS2 meters.

My electric usage has stopped showing on my second gen smart meter. I've switched off the smart meter display but still does not show on restart.

SW, WAN, HAN and GAS are flashing green on the electricity meter, MESH isn't flashing.

Any suggestions?

Paul

Welcome to the forum, @Corskey, please check out @Transparent's best answer for further info.

Thanks!

Hi @Corskey. The LED indicator flashes are probably correct. The flash-speed matters.

Have a look at the animated diagram I posted here. Very few of us have a MESH network on our Communication Hub.

It is just about 8 weeks since my SMETS2 meters were installed. Both are working correctly and I can see my half hour usage for gas and electrity using the OVO app.

I have had a closing statement for the usage from my old gas meter and statements for the the usage of the new meter.

However I have had no billing for my old electric meter closing usage and have not had any statements for the electric usage since the new meter was installed at all.

Whilst it's nice that my credit is building up I think by now both gas and electric accounts should be in order.

Coupled with this I still have a really useless IHD that has been waiting for data since it was activated by OVO. It has never worked despite carrying out all of the remedies suggested. (Photo)

So should I contact OVO again or should I be even more patient and wait?