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

I have been with OVO almost since they started up and have never had cause to complain, but of late I have noticed on my gas usage graph showing usage when I know it is not being used. I informed OVO of this and I replied with a ten point questionnaire that was about 3 weeks ago, I thought I would prove the point by turning my gas off at the meter while I went to visit family. At the end of ten days my gas usage showed ever day having used gas which was impossible, I phoned OVO the teleoperator agreed it was bizarre and said she would pass it on but I've heard nothing it is still the same showing consumption when not being used, which in turn means I am being charged and I believe this has been going on a long time,  in the past I have put it down to the smart meter which is one of the first ever used, OVO have refused to give me the new generation meter? So what to do next? I’m nearly 80 and finding this all a faff as I have my health to consider so I don't need this.

That sounds like estimated readings to me there @Pegasus . You might want to chat with Support and explain the situation.

Failing that… https://ovoenergy.com/feedback 

Blastoise 186. I have had a chat with them over a week ago and I'm still waiting for them to explain/reply. It looks like their communications skills are not up too much, thing is do they care they are getting my money and I am getting no response but that seems normal with big Companies.

Please post photos of the meters. I can’t access your account but I might be able to figure something out.

I’m away at the moment so can't take photos, I've noticed on my account they have completely removed the gas usage chart and other gas related info, so it looks like they are doing something. `They have always said on one page that they cannot communicate with the smart meter, but against all the usage and readings it says smart meter!

This makes sense, @Pegasus - if you have a smart meter that can’t communicate with OVO’s systems remotely for 5 days or more, our live billing system estimates your readings. This translates to estimated usage on the usage pages. 

Make sure to submit a gas reading when your billing summary is due and if we have over estimated, that will be instantly corrected. 

To be sure if your gas meter can’t send us readings, we have an online form here which goes straight to the right team.

Thank you for the replies, It sort of makes sense that if the not so smart meter doesn’t send the readings then estimated is what is going on. If my not so smart meter is rubbish then why don't OVO send me a smarter smart meter! the one I have has never been that smart its 9 yrs old, and why are the estimates always on the high side? I'm a low user, I never use the oven (elec) don't have a TV, LEDs all round, only the fridge and security cameras on 24hrs, the heating only goes on short term to take the chill off. More often than not I am at my families home.

Hey @Pegasus,

Sorry to hear this,

Are you able to send a screenshot of your meter readings on the Online Account? So we can see how frequently we are receiving reads.

You can now complete a smart meter health check form online and it’ll be sent directly to the right team. If you haven’t completed one already, this will allow our team to diagnose and resolve the issue. 

Hope this helps. 

Meters were exchanged 18/10/22, believe it or not the CS I spoke to couldn’t even find that date on their system so I took it from the exchange cards in the cabinets.

Still not sending/receiving meter gas meter reads 53 days later I dont imagine another 3 days is going to miraculously solve this one, do you?

Hey @PF898,

Sorry for the issues you’re having, 

Could it be that the meter details haven’t updated for your gas? When you check your Online Account does it show your correct meter serial number? This can be found on your new meter near the barcode. 

I don’t have access to your account, but from what you’re saying it seems that the engineering company may not have sent us the job report with the details of your new meters. If this is the case, please send Support photos of the yellow stickers on each of your meters that show the removal reads of the old meters, as well as the opening reads for the new meters. Please also send a photo of the front of the meters displaying the new meter serial numbers. 

If the meter details have been updated, it may just be that we aren’t able to communicate with the gas meter, in which case I'd advise submitting a smart meter health check here. 

Hope this helps.