Skip to main content
R
Rank 2
rvintner
Rank 2
October 25, 2023
Solved

Smart meter installation problems - poor signal?

  • October 25, 2023
  • 75 replies
  • 4764 views

Hi there,

 

New to the community but have read numerous posts on this subject and have learnt a lot in the process!

Brief history is that I bought an EV, moved to OVO so as to benefit from favourable EV tariff, have been trying to get a Smart Meter installed since May, constantly get fobbed off with e-mails/conversations like the one below and am no further forward.  I live six miles from Colchester, not in the NW of Scotland.

Aside from the fact that I think the e-mail below is appalling - who is going to understand a mail like this without the technical knowledge required - what I would like to know from the amazing people on this forum is this:

Is it so unusual that a T3 aerial would be required for installation (if this indeed is what they mean by “an issue relating to T3 aerial”)?  Is this for installer to provide?  Could I purchase one so that there would then be one less problem?  Is it a genuine excuse to cancel the installation appointment?

The mail says that it would require the DCC to come out to the property.  Really?  I have looked this up as much as I can and  from what I can see the DCC is appointed by the government to roll out the network and has nothing to do with individual installations.  To me, this looks as though OVO is trying to put up a smoke screen and confuse people.  Happy to be told if I have got this wrong.

I understand the need for a good signal so that the meter can communicate but, as I say, I am surrounded by the likes of Colchester and Braintree, I’m not in the back of beyond.

All of this stems from the fact that “an issue/predicted technical abort”has been flagged on my account.  How that got there, I don’t know and nor does anyone at OVO (that is prepared to admit it anyway).  they said that an engineer visited but I have lived here for 15 years and an engineer has never visited.  So anyone I speak to just falls back on this comment and says “nothing can be done”.  So on it goes, around and around.

My assumption is this - I live in a “rural community”, despite being six miles from Colchester. I fear that my post code is colour coded to equal “difficult”or “costly” and so it just goes into the Too Difficult Box and no-one is going to help sort it out.

So, good forum friends, how do I take this forward and cut through the technobabble coming from OVO?  How do I get someone to take some action to get this “technical abort” removed from my account (if indeed there is even such a thing) and then come and install this smart meter that they keep telling me in the emails that they send to say that my current meter is old and must be replaced.  How do I cut through the “customer support team’ to someone who can actually do something.

 

Thank you in anticipation.

Thanks for getting in touch with us. My name is Alex, an account management agent here at OVO energy.

I have tried to contact you on the both phone numbers attached on the system, first phone number ending in -155 and second phone number ending in -853, but unfortunately I was unable to reach you, so I hope this email finds you well.

Firstly, I would like to apologize for the dissatisfaction caused by the service that has been provided. I will make sure to raise a feedback on the account for our team to reflect back on.

Upon investigating the account I can see that there was a cancellation due to a predicted technical abort, technical about means when the engineer is unable to install the smart meter in the address due to an issue relating to T3 aerial.

Upon checking the account I can see that the cancellation has been done as we would require T3 Aerial as well as the DCC (Data Communications Company) to come out to the property.

I can see that the request to remove the technical abort has been raised previously however until this has been lifted we are unable to book an appointment, and the moment there is no time frame for this.

I understand that you would like to receive a refund based on the lower tariff, however we would be unable to do that due to our eligibility criteria, which states that in order to benefit from our EV Charge anytime tariff the customer needs to have a smart electric meter and consent to Half Hourly Reads.

  • If there's anything else we can help with, we're here to support you. Remember that you can always: Visit our Help Centre you'll find lots of handy answers quickly in there)
  • Contact us via our online chat (Mon-Fri 8am-6pm, Sat 9am-1pm)
  • Or pick the brains of our OVO community

Thanks,

Alex
Best answer by Blastoise186

Updated on 31/03/25 by Ben_OVO

Yes, they cost something like an extra £25 per install, just for the parts - this doesn’t include labour either.

They’re effectively giant external aerials that are even bigger and more powerful than the T2 Aerials that we’ve seen many times on the Forum. The idea is that they’re High-Gain and can suck up signals in weak signal areas and blast out a more powerful signal in such areas such that it has a chance at working and gaining a stable connection.

Put another way, your cheap and rubbish ISP router that you get for “free” and is worth maybe £10 (except that you pay for it) often has a pretty measly 18dBm TX Power (Transmit Power) and maybe a 1dBi Antenna Gain, so it might work in a flat… But an average two bed house makes it struggle. On the other hand, my £300 Ubiquiti UniFi Dream Machine has a TX Power of 26dBm and an Antenna Gain of something like 4.5dBi - which is MASSIVELY more powerful and has a ridiculously strong range compared to the “free” routers ISPs give out. For a home environment such as my one-bed flat, it’s stupidly overpowered. But in a giant mansion, it has a way better chance at having decent coverage.

That’s the difference between the built in aerials on a regular Comms Hub and a T2/T3 Aerial.

However, there’s also a thing of having too much TX Power which also causes problems. Having too much power pumped into your transmissions can cause interference. Not a problem for my Ubiquiti UniFi kit as it’s capable of detecting that and automatically resolving it. But a T3 Aerial can’t do that as there’s no automatic way of resolving said interference. This, I believe, is one of the reasons they’re not given out freely.

 

75 replies

Show previous replies
BPLightlog
Super User
BPLightlogSuper User
Super User
November 28, 2023

Given the encouragement to fit smart meters, the thought that nearby properties have working smart meters and the desire for a person rather than a system to determine the best route forward, I would agree with your thoughts and suggestions @rvintner 

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    Tim_OVO
    OVO Staff
    Tim_OVO
    OVO Forum Legend
    November 29, 2023

    Thanks for the update, @rvintner. I’m sorry to hear that our Complaints team haven’t been able to get things sorted for you with this smart meter question. 

     

    I can’t offer advice on our ability to fit a smart meter here. I would recommend you reply to Suzie. If you’re not happy with their solution you have the right to escalate this complaint to the Ombudsmen. 

     

    If you feel OVO are able to fit a smart meter but for one reason or another we’re not willing to send an engineer out, you are able to arrange a paid for technical site survey where an engineer will visit at an agree date and time. You might also consider switching to another supplier supplier if they advise they’re able to fit you one at your location.

     

    Hopefully one of those options will work for you.

    Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    November 30, 2023

    Thanks for the update, @rvintner. I’m sorry to hear that our Complaints team haven’t been able to get things sorted for you with this smart meter question. 

     

    I can’t offer advice on our ability to fit a smart meter here. I would recommend you reply to Suzie. If you’re not happy with their solution you have the right to escalate this complaint to the Ombudsmen. 

     

    If you feel OVO are able to fit a smart meter but for one reason or another we’re not willing to send an engineer out, you are able to arrange a paid for technical site survey where an engineer will visit at an agree date and time. You might also consider switching to another supplier supplier if they advise they’re able to fit you one at your location.

     

    Hopefully one of those options will work for you.

    I am very surprised OVO are suggesting a customer pays for an engineer to do a site survey to investigate swapping to a smart meter.

    I would include that in a complaint to the Ombudsman if you decide to go down that route@rvintner 

    Am also surprised ovo are recommended you switch supplier when your neighbour is with ovo and has a smart meter. I would also include that in a complaint to the Ombudsman if you decide to go down that route.

    It is very rare, but I am not impressed with the OVO moderators with this example overall and I think that needs calling out.

    I agree with the comment above from @BPLightlog 

    R
    Rank 2
    rvintnerAuthor
    Rank 2
    November 30, 2023

    Hi Jeffus,

    Thank you for your input. I have valued your comments throughout this journey. 
     

    I have tried throughout this long exchange to remain positive and not to fall into the trap of angry or aggressive language, tempting though it may have been at times!  I appreciate that the ARS’s (Advanced Resolution Specialists) have a difficult job to do. However, I am left with an overriding impression that, right from my very first phone call to OVO, back in May 2023, that the approach has been to justify reasons why this seemingly simple process will not work rather than finding ways that it can work. This is disappointing. 
     

    Following the last note from Suzie, offering me £30 and saying that it will be case closed in five days come what may, I have requested a deadlock letter and will now take this forward with the ombudsman. 
     

    I will continue to update this forum as this process continues as it may be helpful to others at a later date. 
     

    Like you Jeffus, I am surprised that the best outcome so far is a/ Pay for an engineer yourself or b/ Try another supplier. Doesn't seem like a text book customer retention procedure, does it!  
     

    Onwards and upwards…….

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      November 30, 2023

      Hi Jeffus,

      Thank you for your input. I have valued your comments throughout this journey. 
       

      I have tried throughout this long exchange to remain positive and not to fall into the trap of angry or aggressive language, tempting though it may have been at times!  I appreciate that the ARS’s (Advanced Resolution Specialists) have a difficult job to do. However, I am left with an overriding impression that, right from my very first phone call to OVO, back in May 2023, that the approach has been to justify reasons why this seemingly simple process will not work rather than finding ways that it can work. This is disappointing. 
       

      Following the last note from Suzie, offering me £30 and saying that it will be case closed in five days come what may, I have requested a deadlock letter and will now take this forward with the ombudsman. 
       

      I will continue to update this forum as this process continues as it may be helpful to others at a later date. 
       

      Like you Jeffus, I am surprised that the best outcome so far is a/ Pay for an engineer yourself or b/ Try another supplier. Doesn't seem like a text book customer retention procedure, does it!  
       

      Onwards and upwards…….

      @rvintner

      Yep. It is surprising an engineer can be booked to check if you can have a smart meter via a technical site survey but you have to pay for it.... 

      That just feels wrong, as does waiting since May even if an aerial is needed in the end.

      Perhaps another option for the deadlock letter is for ovo to book and pay for the Technical site survey rather than paying the £30 compensation. You could try asking for that. That seems reasonable to me anyway.

       

       

        R
        Rank 2
        rvintnerAuthor
        Rank 2
        November 30, 2023

        Thanks Jeffus. 

        Good point, I should have thought of that. All I have been trying to get all along is for someone to come out and properly examine what is and isn’t possible, rather than this nonsense of relying on The System and what It says. As you say, strange that this is achievable if I pay but not if OVO is paying. 
         

        I will give it a try. 

          Tim_OVO
          OVO Staff
          Tim_OVO
          OVO Forum Legend
          November 30, 2023

          I’m sorry to hear you and others haven’t found moderator support on this topic helpful, @rvintner. We always try and offer the best advice we can based on the situation and what we can say on a public topic. 

           

          Unless I’m mistaken based on you explanation so far, Suzie is owning your request for a smart meter and has advised that it’s not possible. As that advice is coming from OVO’s Complaints team, they will own that decision and it wouldn’t be right for me to offer help or an alternative action. So as a result I offered all remaining options for you. Paying for a engineer visit survey wouldn’t be my recommendation but it’s an option for you if you don’t accept Suzie’s verdict. Escalating your complaint and choosing a different supplier likewise are other options. They’re not my recommendations. 

           

          Do please keep this topic updated based on the remedy provided by the Ombudsmen. If Suzie turns out to be wrong, which can happen, I’m sure the remedy will include reasonable compensation along with a smart meter appointment. 

          Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
          juliamc
          Rank 20
          juliamc
          Rank 20
          November 30, 2023

          It strikes me, given the poor grammar and spelling in OVO’s communications, quite likely that this T3 requirement has wrongly been entered in the database that subsequent staff have been looking at. A site visit would clarify the situation and the database corrected if needs be.

            Jeffus
            Rank 20
            Jeffus
            Rank 20
            November 30, 2023

            Thanks Jeffus. 

            Good point, I should have thought of that. All I have been trying to get all along is for someone to come out and properly examine what is and isn’t possible, rather than this nonsense of relying on The System and what It says. As you say, strange that this is achievable if I pay but not if OVO is paying. 
             

            I will give it a try. 

            @rvintner 

            It might also be worth asking OVO and getting in writing in the deadlock letter if they have phoned up the DCC and asked for their opinion given your neighbour has a smart meter from OVO and you have put in a complaint.

            I think that is reasonable, and if OVO say they haven't spoken to the DCC then include that in your complaint to the Ombudsman if you go down that route.

            I think showing you have been reasonable will be useful.

            R
            Rank 2
            rvintnerAuthor
            Rank 2
            November 30, 2023

            Thank you @juliamc. I agree 100% with your succinct appraisal of the situation. I just need to get OVO to agree, but I am worried that they have now closed the door on my requests. 

              Show more replies
              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