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Simonlee
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April 14, 2023
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New Smart Meter: TOU1 (Time Of Use) clocking consumption but not using TOU2

  • April 14, 2023
  • 17 replies
  • 455 views

Hi All. 
We had our first ever smart meter fitted some weeks ago now which had to be replaced by an emergency engineer a day later as our storage heaters and hot water would not come on. (Economy 7)

The new meter seems to be communicating with OVO to some degree but is only using TOU1 and is not using TOU2 at all which displays 00000 kWh. We have agreed a peak/off peak plan with OVO but the IHD is displaying a single tariff of 30.86p per kWh which is not our agreed plan. Any advice would be greatly appreciated. 

Best answer by Blastoise186

Updated on 07/07/25 by Abby_OVO

If you think your smart meter requires an ECAUL and ALCS configuration please contact the Support Team.
 

Ok, that works for me. It would appear that ECAUL hasn’t been set up in that case. I’d recommend getting Support to check for and apply both ECAUL and ALCS configs to fix this.

There’s also ways to fix the bills so that your usage gets rebalanced and charged correctly.

17 replies

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SimonleeAuthor
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April 27, 2023

Hi Tim and Blastoise. 
Issue still hasn’t been resolved. Have been in touch with OVO some days ago but still paying a single tariff. Wishing we stayed on our old meter now. Not been a good experience. 

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
April 28, 2023

Hey @Simonlee,

 

I’m really sorry to hear this,

 

I’d advise calling our Support Team and seeing if they can give you a timeframe, if not, and you’re unhappy with the resolution you’ve been given you always have the option of raising a complaint. The complaints process is outlined on our website.

 

I hope this gets resolved for you as soon as possible. 

Renewable Energy? Big Fan.
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SimonleeAuthor
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April 28, 2023

Hi Emmanuelle. 
Thank you for getting in touch. We live in sheltered housing and like many other people nowadays we have to really watch what we spend. We’re only asking to pay what we have agreed to pay with yourselves. Not looking to complain but would just like to know we are in budget. 
Thanks. 

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SimonleeAuthor
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May 13, 2023

Still nothing done from OVO!  Surely can’t be that difficult!?? 

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
May 15, 2023

Hey @Simonlee,

 

Really sorry to hear this,

 

Did they give a timeframe or advise how the metering team would be in touch? Phone or email? If email, I’d advise checking your spam inbox.

 

It might be worth contacting our Support Team to chase this up as it’s been a few weeks now. 

Renewable Energy? Big Fan.
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SimonleeAuthor
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May 15, 2023

Hi Emmanuelle. 
We emailed on the 25th of April and were told we’d hear back within five working days. Hadn’t heard so we emailed Roseanne  on the 10th May. Still nothing heard and Spam box checked also. 
Thanks. 

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
May 16, 2023

Hey @Simonlee,

 

Sorry to hear this,

 

I’m not sure what address you emailed, hello@ovoenergy.com isn’t in use. 

 

Our Support team’s web messaging and WhatsApp opening hours will be:

  • 8am - 6pm Monday to Friday 

  • 9am - 2pm on Saturdays

 

 Our Support team can be contacted by phone on 0330 303 5063 between:

  • 9am to 5pm Monday to Friday. 

 

Keep us posted with how you get on. 

Renewable Energy? Big Fan.
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