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Rank 2
TeresaSantos
Rank 2
August 23, 2023
Solved

Smart meter Aclara SGM116B installed- Have lost my Economy 7

  • August 23, 2023
  • 14 replies
  • 987 views

Hello, 
I hope someone can help with my situation because OVO chat is not helping.
I was an SSE customer top-up and moved to OVO. 
I have in my house a storage heater and water, and they run during the night, so ask for a new meter (SSE put the wrong one for 3 years). Monday the engineer from SMS plc came and change a Smart meter Aclara SGM116B, and said that meter was ready for Economy7. Every time I need to contact customer service I mention that I have, even Monday I said to the engineer and I confirm to me that now I could use it during the night because that one is off-peak.
Today I contact OVO . They send me the tariff that I’m in this moment 

Unit Rate (anytime): £0.2859 kWh (£0.2723 excl. VAT)

Standing Charge: £0.6673 Daily (£0.6355 excl. VAT)

Usage Projection: 6520 kWh Exit Fee: £0

“I do apologize, however, these are the tariffs that you are on, I have even doubled checked on my system.

So, you are telling me that I cannot have another tariff? So I will continue to struggle to heat my house and wash my dish because I have a tariff that is not suitable for I what I have?

OVO does not have an Economy7. what is the tariff where the night rate is cheaper than the day rate?

The tariff's that I provided are the one's on your contract and I cannot change them.”

This is part of the conversation today. Not very helpful.

Can someone tell me if this is correct? Why customers cannot change the tariff? if in Ovo website shows different tariffs?

 

Best  regards,

Teresa

 

Best answer by Firedog

Updated on 28/03/25 by Ben_OVO

As it stands OVO can’t remotely switch a smart meter from single rate (one reading) to dual rate (separate day and night readings). If you need this change, please contact our Support Team who will discuss what we can do for you - we may need to book a meter exchange.

 

 

… to request Economy 7 I have to change the meter again because this one is a single rate. But the engineer told me that is the right meter and can have the Economy 7. 

I have a storage heater and a water heater, that run during the night.

 

 

That meter is definitely a dual-rate model capable of recording day and night usage on different registers. It is also wired with five tails (the thick cables coming out of the bottom of it), one of which will be the supply to your night storage and water heaters. They are on a separate circuit to ensure that they don’t run in peak periods. 

It sounds as if the meter was incorrectly configured at installation; you should definitely be on an Economy 7 tariff. The rates you quote are closest to those for a single-rate meter in prepayment mode in Southern Scotland (i.e. that bit of Scotland south of a rough line from the Clyde to the Tay) 

  • Are you in Southern Scotland?
  • Is this a prepayment meter?
  • Were you on an Economy 7 tariff before the meter was changed?
    This should be apparent from a bill or statement from a few months ago.

14 replies

T
Rank 2
TeresaSantosAuthor
Rank 2
August 24, 2023

Just an update, my meter is an Aclara sgm1416b, and the customer service said that the meter is a single-rate. And should be changed for a multi-rate. Can someone help with this? Do I need to change the meter again?

 

TeresaSantos
Abby_OVO
Community Manager
Abby_OVO
Community Manager
August 24, 2023

Hey @TeresaSantos 

 

Sorry to hear about the issue you’re having. 

 

Was the new meter put in after being moved from to OVO? 

 

Would you also be able to clarify if you had an economy 7 tariff and meter prior to the new meter being fitted?

Currently Playing: She's Electric
T
Rank 2
TeresaSantosAuthor
Rank 2
August 24, 2023

Hi @Abby_OVO

This is my new meter, which was changed last Monday. Was OVO by SMS who changed it. I called customer service and spoke on chat and they said that I have the standard tariff, and to request Economy 7 I have to change the meter again because this one is a single rate. But the engineer told me that is the right meter and can have the Economy 7. 

I have a storage heater and a water heater, that run during the night.

Below is the info that the customer service told me yesterday.

Unit Rate (anytime): £0.2859 kWh (£0.2723 excl. VAT)

Standing Charge: £0.6673 Daily (£0.6355 excl. VAT)

Usage Projection: 6520 kWh Exit Fee: £0

“I do apologize, however, these are the tariffs that you are on, I have even doubled checked on my system.

The tariff's that I provided are the one's on your contract and I cannot change them.”

I don't have the Economy7 tariff.

 

Thanks

Teresa

TeresaSantos
BPLightlog
Super User
BPLightlogSuper User
Super User
August 24, 2023

Hi @TeresaSantos , at the moment OVO can’t change your meter or supply to Economy 7 as their billing system can’t cope with it. I have a similar thing - my meter is quite similar to yours but although it can record 2 different sets of data, if you’re not currently on E7, then they can’t switch you to it. 

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    Firedog
    Super User
    FiredogSuper UserSolved
    Super User
    August 24, 2023

    Updated on 28/03/25 by Ben_OVO

    As it stands OVO can’t remotely switch a smart meter from single rate (one reading) to dual rate (separate day and night readings). If you need this change, please contact our Support Team who will discuss what we can do for you - we may need to book a meter exchange.

     

     

    … to request Economy 7 I have to change the meter again because this one is a single rate. But the engineer told me that is the right meter and can have the Economy 7. 

    I have a storage heater and a water heater, that run during the night.

     

     

    That meter is definitely a dual-rate model capable of recording day and night usage on different registers. It is also wired with five tails (the thick cables coming out of the bottom of it), one of which will be the supply to your night storage and water heaters. They are on a separate circuit to ensure that they don’t run in peak periods. 

    It sounds as if the meter was incorrectly configured at installation; you should definitely be on an Economy 7 tariff. The rates you quote are closest to those for a single-rate meter in prepayment mode in Southern Scotland (i.e. that bit of Scotland south of a rough line from the Clyde to the Tay) 

    • Are you in Southern Scotland?
    • Is this a prepayment meter?
    • Were you on an Economy 7 tariff before the meter was changed?
      This should be apparent from a bill or statement from a few months ago.
    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. |
      Jeffus
      Rank 20
      Jeffus
      Rank 20
      August 24, 2023

      Here is some info on your model

      ​​​​​​

      • SGM1416-B - S2 Single Phase 5 Terminal meter with a 2A Auxiliary Relay for controlling storage heaters

      You may find you need to switch suppliers due to limitations in the ovo IT system. 

      Perhaps try contacting Octopus and see if they can help. They get the best reviews on Trustpilot and are currently the only supplier recommended by Which.

      https://uk.trustpilot.com/review/octopus.energy

      https://www.which.co.uk/reviews/energy-companies/article/energy-company-reviews/octopus-energy-aESDM2a8ISWP

        T
        Rank 2
        TeresaSantosAuthor
        Rank 2
        August 24, 2023

        … to request Economy 7 I have to change the meter again because this one is a single rate. But the engineer told me that is the right meter and can have the Economy 7. 

        I have a storage heater and a water heater, that run during the night.

         

        That meter is definitely a dual-rate model capable of recording day and night usage on different registers. It is also wired with five tails (the thick cables coming out of the bottom of it), one of which will be the supply to your night storage and water heaters. They are on a separate circuit to ensure that they don’t run in peak periods. 

        It sounds as if the meter was incorrectly configured at installation; you should definitely be on an Economy 7 tariff. The rates you quote are closest to those for a single-rate meter in prepayment mode in Southern Scotland (i.e. that bit of Scotland south of a rough line from the Clyde to the Tay) 

        • Are you in Southern Scotland?
        • Is this a prepayment meter?
        • Were you on an Economy 7 tariff before the meter was changed?
          This should be apparent from a bill or statement from a few months ago.

         

        I’m located in Larkhall.
        Yes, this is a prepayment meter.
        No, I never was on an Economy 7 (due to another mistake made by SSE).

        So if the meter is incorrectly configured at installation, what I can do?

        TeresaSantos
        T
        Rank 2
        TeresaSantosAuthor
        Rank 2
        August 24, 2023

        Hi @TeresaSantos , at the moment OVO can’t change your meter or supply to Economy 7 as their billing system can’t cope with it. I have a similar thing - my meter is quite similar to yours but although it can record 2 different sets of data, if you’re not currently on E7, then they can’t switch you to it. 

        So, why do they have in this information on their website?

         


         

        TeresaSantos
        BPLightlog
        Super User
        BPLightlogSuper User
        Super User
        August 24, 2023

        Because they do offer those tariffs it’s just that they can’t offer them on your current meter. I’m in the same situation. 

        Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
          T
          Rank 2
          TeresaSantosAuthor
          Rank 2
          August 24, 2023

          Because they do offer those tariffs it’s just that they can’t offer them on your current meter. I’m in the same situation. 

           Does mean this I will have to request a new smart meter?
          Thanks for your answer.

          TeresaSantos
          Show more replies
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