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Best answer by Emmanuelle_OVO

Keep us posted with how you get on ​@Johnchisholm. 

This webpage may help: https://www.ovoenergy.com/help/article/smart-meter-troubleshooting

It’s worth noting that you may need to send in a manual meter reading if the meter doesn’t start communicating by your next billing period to ensure you don’t get an estimated bill. 
 

Please provide your current reading

 

How to take a manual smart meter reading?

 

To find out your current reading press the menu button or A on your electricity smart meter and the reading will appear after the words IMP KWH. 

 

Aclara (Flonidan for gas)

  • Electricity: There’s 2 buttons on an electricity meter. Pressing B will cycle through all the menus on the meter screen and pressing A will cycle through all the sub menus. To take an electricity reading, you will need to press A - TOU rate 1 will be the electricity reading. For Economy 7 members, TOU rate 2 will show the rate 2 reading.

  • Gas: Gas meters have A, B and C. Pressing C will give you the menu and A & B will allow you to scroll through the options. The balance section is where you can check the reading (when you wake up the meter it should automatically default to the reading screen). Screen 1 - readings, active tariff price, standing charge, export reads, meter mode.

 

Honeywell

  • Electricity: Press the top button once or twice to access the reading. 

  • Gas: Press the middle button once or twice to access the reading. 

If you have a Landis+Gyr smart meter, see this topic guide here to confirm how to read it:
 

 

13 replies

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Abby_OVO
Community Manager
Abby_OVO
Community Manager
June 17, 2025

Hey ​@Johnchisholm 

 

If the system think the meters are communicating but haven’t sent a reading in over a week, it might be worth checking the meter reading schedule is set to send readings more than once a month. If it’s set to once a month, it will think it’s communicating fine if it sent a reading recently. 

 

Have you contacted the Support Team like the community members suggested? As they mentioned, no one here at the Forum has access to customer accounts so they’d need to check that and take & submit the meter readings for you.

 

 

Keep us updated with how you get on.

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Firedog
Super User
FiredogSuper User
Super User
June 17, 2025

  

Clicked on “send a reading” takes me to new page which tells me my readings are been send automatically.
 

‘Clicked’? In the app, this is what I see (I don’t have gas):
  

 

 

Are you seeing something different? This is the OVO Energy app I’m using - It's free to download from the App Store and Google Play.

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. |
Ben_OVO
Community Manager
Ben_OVO
Community Manager
June 18, 2025

Morning ​@Johnchisholm, I hope you’re well.

 

If the system think the meters are communicating but haven’t sent a reading in over a week, it might be worth checking the meter reading schedule is set to send readings more than once a month. If it’s set to once a month, it will think it’s communicating fine if it sent a reading recently. 

 

Have you tried checking the reading schedule on the app? To let you know, if it is currently set to ‘monthly’, this can actually trick our systems into telling you the meters aren’t in communication, as our billing platform and online / app services are designed to work with daily or half-hourly readings.

 

If you follow the guide Abby sent over and your app tells you that your readings are set to ‘monthly’, change it them to ‘half-hourly’. Then give it 48 hours, and look back at your app to see if the reads have started coming through automatically.

 

Let us know how this goes.

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