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Retroanaconda
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August 19, 2024
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Meter installation issue- not commissioned

  • August 19, 2024
  • 27 replies
  • 647 views

Hi folks,

I had an OVO engineer round today to install an isolator switch after my meter so that I can get work done on the consumer units safely, no issues with that - all went fine.

Upon putting the power back on he said that my meter (a Secure Liberty 100 SMETS1 model) wasn’t ‘talking to OVO’ and suggested that he swap it out for a new one while he was here. At no cost to me so I said fine.

Sadly however the new meter (a Aclara SGM SMETS2 model) could not pick up the WAN at all and he was unable to commission it. He said that it might pick it up in the future and someone could come and commission it then, but more likely it will just act as a ‘dumb’ meter until such time as Arqiva improve the radio coverage in my area.

As I understand it the old meter would have used GSM networks to communicate rather than the Arqiva radio system which is why it was able to function fine in smart mode and the new one cannot.

Can anybody advise on what the likely outcome is here? It is frustrating to have to go back to taking meter readings, but I am more concerned that my account details are correctly updated given that the meter cannot be commissioned and I end up with estimated bills.

Any thoughts or experience welcomed.

Thanks

Best answer by Firedog

Updated on 14/04/25 by Abby_OVO

… it will just act as a ‘dumb’ meter until such time as Arqiva improve the radio coverage in my area.

 

 

This is sadly not an uncommon experience. There are a number of ways forward, with no suggestion on my part of which if any might work for you:

  • There is allegedly a mechanism called ‘buddy mode’ in which the communications hub (CH) on your meter can connect to another similar one nearby which is able to reach Arqiva. I’ve not read of anyone in this situation though, but it’s not impossible.
  • Trials are being conducted with ‘dual-mode’ CHs which contain a SIM so that if long-range radio (LRR) isn’t working, the CH tries to connect to a mobile network. This has apparently been successful particularly in urban areas where the topography gets in the way of the LRR signal.
  • I have recently been reading fascinating discussions about practical solutions involving variously fanciful  methods of ‘boosting’ the LRR signal on site. In some cases, it’s been enough to erect a repeater aerial that picks up the Arqiva signal and conducts it to another close by the CH with no need to touch the CH itself (which is probably illegal). Here’s a start: There is hope for anybody trying to get a smart meter in a poor signal area | Speak EV

 

I’d also point out that there are plenty of examples of local interference affecting the CH connection. It’s worth spending a bit of time to move anything which might be radiating near the meter to eliminate this.

I’m afraid it’s a question of either waiting - months or even years - for DCC and/or suppliers to come up with an acceptable solution, or taking matters into your own hands. 

 

We’ve got some similar topics on the Forum which may also be helpful:

 

27 replies

BPLightlog
Super User
BPLightlogSuper User
Super User
August 20, 2024

Hi @Retroanaconda , from your message you mentioned that the engineer said that your meter wasn’t talking to OVO therefore it wouldn’t have been working in smart mode - unless you think differently. 
There are problem areas for signals but improvements are being made for many and - for example - if any neighbours have a working smart meter, it may be possible to link the signal via that device. 
If your new meter doesn’t pick up a signal, then as long as you supply readings when required, your account should be accurate. 

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
R
Rank 2
RetroanacondaAuthor
Rank 2
August 20, 2024

Thanks for the reply.

The old meter worked fine and provided daily smart readings to OVO. After he reinstalled the cutout fuse he said it couldn’t reconnect to the network - personally I’m not convinced there was anything wrong with it.

What concerns me is that if the meter was unable to be commissioned, how does OVO know that it was changed? In my account it still lists the old meter serial number and I suspect if I try and submit a meter reading then it will throw an error as it’s reset back to 00000.

BPLightlog
Super User
BPLightlogSuper User
Super User
August 20, 2024

The engineer should have left a card relating to the old meter and its final reading (take note and photo). They should also report back to base regarding the new meter although it does take a while for the records to be updated. 
 

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    Firedog
    Super User
    FiredogSuper UserSolved
    Super User
    August 20, 2024

    Updated on 14/04/25 by Abby_OVO

    … it will just act as a ‘dumb’ meter until such time as Arqiva improve the radio coverage in my area.

     

     

    This is sadly not an uncommon experience. There are a number of ways forward, with no suggestion on my part of which if any might work for you:

    • There is allegedly a mechanism called ‘buddy mode’ in which the communications hub (CH) on your meter can connect to another similar one nearby which is able to reach Arqiva. I’ve not read of anyone in this situation though, but it’s not impossible.
    • Trials are being conducted with ‘dual-mode’ CHs which contain a SIM so that if long-range radio (LRR) isn’t working, the CH tries to connect to a mobile network. This has apparently been successful particularly in urban areas where the topography gets in the way of the LRR signal.
    • I have recently been reading fascinating discussions about practical solutions involving variously fanciful  methods of ‘boosting’ the LRR signal on site. In some cases, it’s been enough to erect a repeater aerial that picks up the Arqiva signal and conducts it to another close by the CH with no need to touch the CH itself (which is probably illegal). Here’s a start: There is hope for anybody trying to get a smart meter in a poor signal area | Speak EV

     

    I’d also point out that there are plenty of examples of local interference affecting the CH connection. It’s worth spending a bit of time to move anything which might be radiating near the meter to eliminate this.

    I’m afraid it’s a question of either waiting - months or even years - for DCC and/or suppliers to come up with an acceptable solution, or taking matters into your own hands. 

     

    We’ve got some similar topics on the Forum which may also be helpful:

     

    Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
      R
      Rank 2
      RetroanacondaAuthor
      Rank 2
      August 20, 2024

      Thanks folks. I do have the card with the closing meter reading on so hopefully that information has got back to OVO and the account will be updated. I’ll keep checking over the next few weeks and see what happens.

      Very interesting discussions about aerials and signal boosters, all a bit beyond me I am afraid so I will just have to wait for the technology to catch up.

      It’s somewhat ironic that the ‘old fashioned’ SMETS1 meter was able to communicate fine as it used mobile networks. All in the name of progress I guess?

        Chris_OVO
        Community Manager
        Chris_OVO
        Community Manager
        August 21, 2024

        Hey @Retroanaconda, 

         

        Our volunteers @Firedog and @BPLightlog have already given some really useful information so far! I’ve just included a few links below that might help you going forward. 

        how to submit your gas and electricity readings

         

        If you’ve any further questions then please let us know 😊

        Renewable energy jokes never get old.
        R
        Rank 2
        RetroanacondaAuthor
        Rank 2
        August 22, 2024

        So the app has now triggered the ‘we can’t get a reading from your smart meter’ message and asks for a manual one. But the meter number is still the old one, so I doubt that a reading which is around 50,000 kWh lower than the previous is likely to be accepted without issue.

        I presume I am still best to wait for the account to update to recognise the new meter number before submitting a reading?

        Chris_OVO
        Community Manager
        Chris_OVO
        Community Manager
        August 23, 2024

        Hey @Retroanaconda, 

         

        If the meter number is still showing the old one on the app i’d recommend speaking with our Support Team or through Whatsapp 0330 175 9695. They’ll check the account to see when the new meter number will go live for you and when readings can be submitted. 

         

        Let us know how things go for you! 

        Renewable energy jokes never get old.
        R
        Rank 2
        RetroanacondaAuthor
        Rank 2
        August 23, 2024

        I took your advice and spoke to them today and they said it could take 14 days for the new meter to update on the account. 

        R
        Rank 2
        RetroanacondaAuthor
        Rank 2
        August 25, 2024

        Can I ask what may seem a stupid question?

        Obviously since the swap there are no readings being submitted, so it seems OVO’s system is estimating my daily usage until I provide one - which makes sense. As above I can’t do that until the account updates to reflect the new meter number.

        What doesn’t make sense is that the estimated usage is sitting around 13.5 kWh/day when my actual usage in the weeks preceding the change averaged more like 4-5 kWh/day.

        Why are the estimates so high when they know what my usage is?

        Show more replies
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