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grumpy235
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November 7, 2023
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Smart Meter install woes- Not on the DCC?

  • November 7, 2023
  • 15 replies
  • 1053 views

Switched to an E7 Smart meter in mid-August (electric only, no gas), readings started being recorded almost immediately, no upto 6 week wait for me I thought however billing ignored them!
I assumed this was  because final readings from the previous meter had not been posted for some reason.
Eventually after a few contacts with Customer Support and raising a complaint, I got this fixed in mid-October (8+ weeks after install) in under 2 hours when the right person got on the case, so I was happy.


Relaxed too soon as within a few days my meter went dark - all the correct lights were on, blinking at the correct rate and the home monitor was working fine but readings were not reaching the OVO billing systems.
Found the link on the Forum to the OVO web page to report this issue, filled in the details and got a response that I would be contacted in upto 45 days !

Meanwhile started giving manual readings so as not to get any crazy estimates on usage.

Did some more digging on the forum and found the following link - https://smartmetercheck.citizensadvice.org.uk/ which reported that my MPAN was not registered at the DCC !
Why would it suddenly disappear after working fine for some considerable time or was it a false negative?

Have now received an email telling me that as OVO cannot "see my meter" then this will require an engineer visit to fix - I assume to re-register my meter at the DCC ?

My question is has anyone any idea why my MPAN registration would go AWOL from the DCC ?

Best answer by Tim_OVO

Updated on 01/04/25 by Ben_OVO

If your smart meter isn’t providing reads then you’ll need to fill out a smart meter health check and then send the results to our Support Team. A troubleshooting guide can be found on our website.

I’m told that it’s possible that a meter could be working just fine and then drop off the HAN or WAN for one reason or another. This wouldn't impact its status with DCC though, unless someone has sent a request to do so...

 

15 replies

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Blastoise186
Super User
Blastoise186Super User
Super User
December 20, 2023

Not too impressed especially when in order to re-boot the comms hub from what I have read the engineer needs to reset the power to the meter by removing the master fuse.

 

That can actually be done remotely by DCC. Alternatively, a power cycle of the Comms Hub can be performed by removing it from the meter and re-attaching it - without shutting down the power to the property or pulling out any fuses. Please note that this must ONLY be done by an engineer though.

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    grumpy235Author
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    December 20, 2023

    @Blastoise186 Thought there must be a simpler way. On thinking about it not sure it will fix my issue as all 3 of my lights are flashing at the required 5 sec interval which from what I understand means meter is communicating with DCC ?

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    December 20, 2023

    Yup, that’s right :)

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      grumpy235Author
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      December 22, 2023

      @Emmanuelle_OVO Thanks very much for your intervention, I replied to the private message and as if by magic smart readings were re-instated almost immediately and were used for the bill ending on 20th December.

      Any idea what the problem was ?

      My guess would be the new Kaluza platform and folks struggling to understand how it works ?

        Emmanuelle_OVO
        Retired Moderator
        Emmanuelle_OVO
        Retired Moderator
        December 22, 2023

        I’m glad to hear your issue is resolved 😊

         

        I don’t have access to your account so I am unable to answer that question, you’re best off asking the support team to confirm this. 

        Renewable Energy? Big Fan.
        Terms & ConditionsAccessibility statement

        OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

        OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

        OVO (S) Gas Limited is part of OVO Group Ltd