My smart gas meter isn't communicating with OVO anymore - no readings - why?

Hi @Mermaid 

I’m sorry to hear about all of this, it sounds like quite the hassle.

It can be difficult to tell before making the switch, but I do know that we have additional equipment that helps extend how far the meters can communicate. I’m going to have the Forum Support reach out to you and see if they can look into this further to check if this would work for you before you make another switch. Look out for a Private Message here soon: 

https://forum.ovoenergy.com/inbox/overview 

Gas account missing in app

Hey @MikeMadden,

Sorry to hear this,

Are you able to provide some more information please? Do you have smart meters? What page are you seeing this? 

Could it be that your gas supply has been taken over by a new supplier? Have you recently switched to OVO?

If you’re able to upload a screenshot of where you’re seeing this and I’ll take a look into this for you 🙂

Good Evening, 

I had smart meters installed just over 17 months ago, electricity works fine but the gas has never connected and I still need to send meter readings manually.

I have contacted OVO directly several times, the last time i was told that if I keep asking it will take longer to sort.

Anybody else had to wait this long to get their not so smart meters to work properly, or any help on getting the gas one working 

If your electric meter works OK, there’s no reason why the gas shouldn’t work as well. I believe (could be wrong...) that the electric meter acts as the ‘master’, and the gas meter sends data via it.

I had a similar thing with my gas meter, when I was with Eon.  They spun me a lot of boloney about why it was taking so long to sort out, and eventually I forced the issue by making a Formal Complaint. That kicks off a process where the company is obliged to resolve the issue within a certain timescale. If they don’t, you can complain to the Ombudsman (which they would prefer not to happen), so they generally get off their a***s and get the job done - certainly did for me. 

Hi @Miyagi , it’s correct that the electric meter is the ‘hub’ for all the data but I wondered if you were talking about seeing usage on your account or on the IHD (in home display) or maybe both?

Hi Both,

Thanks for the replies, I will make a formal complaint and see if that gets me anywhere.

The gas meter has never connected either to the IHD or my account, account has always said unable to get a gas meter reading would you mind sending one.

The electric meter has worked correctly since installation and sends data to the IHD and my account .

Thanks again 

Actually, both meters act independently of each other - it’s the Comms Hub that sits above the electric meter that does all the heavy lifting.

Before making a formal complaint, try https://smart-meter-help.ovoenergy.com . This will give OVO more diagnostic data to play with than a complaint ever will.

Hi Blastoise, didn't know that was a separate box - in my setup it's installed tight up against the elec meter and is the exact same width, so it looks like one!

Out of curiosity I tried the link you posted. It failed at the first hurdle - didn't recognise my postcode. Good job I have a working system ( currently...) 😁

You can do it manually via the Support Team if needed. It’s kinda faster if you go via Live Chat when doing it manually.