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Raymondo
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September 19, 2023
Solved

Smets 2 fitted in a cellar not communicating

  • September 19, 2023
  • 18 replies
  • 711 views

I am new to OVO having been migrated from my previous supplier. I have found the OVO forum useful already, but does not solve my problem. My meter did have a T2 antenna fitted and was lighting up all the indicators except HAN. (We have no gas)Which I have discovered on this forum means that the meter was not commissioned. Subsequently a technician  changed it back to one without an external antenna. Which of course does not work and SW lights up and the WAN lights every one second. Any ideas. 

Best answer by Blastoise186

Updated on 28/03/25 by Ben_OVO

If your smart meter isn’t sending us reads we’ll need you to fill out a smart meter health check and send the results to our Support Team.

 

 

Thanks. That form is pretty powerful and the tooling behind it SHOULD detect the lack of a connection at all. The diagnostics it gathers will likely result in an engineer visit.

It’s a new tool that takes in some of the checks I run you through here as a forum volunteer, and combines them with data that OVO can see into a single report that gets sent directly to the team responsible - it’s much faster this way.

That HAN thing is however, a limitation with the tool. I’ll definitely ask for this to be fed back.

18 replies

Blastoise186
Super User
Blastoise186Super User
Super User
September 19, 2023

Please post photos. We can’t advise you without them.

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R
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RaymondoAuthor
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September 19, 2023
meter with Antenna
Meter installed a few weeks ago

 

R
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RaymondoAuthor
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September 19, 2023

Photos attached

Abby_OVO
Community Manager
Abby_OVO
Community Manager
September 20, 2023

Hey @Raymondo 

 

Thanks for sending those photos! @Blastoise186 what do you think? 

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Blastoise186
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Blastoise186Super User
Super User
September 20, 2023

Sorry for the wait! I volunteer with the fire service these days and I have quite a lot on my schedule this week. I did see your photos but didn’t have chance to reply last night.

By the looks of things, you need an engineer visit to fix this. Try https://smart-meter-help.ovoenergy.com as this usually gathers the necessary data as well as getting the support request sent in.

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    RaymondoAuthor
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    September 20, 2023

    Thanks for your quick reply, especially as you are busy yourself. My Smartmeter was installed in September 2019  and has never worked. We have another Smartmeter in an outbuilding about 50 metres or so away it was also installed in 2019 works perfectly and always has. In June 2023 - this year I finally managed to get an appointment for a technician to visit from SSE. The result was he changed the meter and the comms hub although all the lights except gas and HAN seemed to be flashing regularly. He told me it wouldn’t connect and said he would return. He did about 4 weeks ago and replaced the meter and top unit with a similar unit that was fitted originally in 2019 - without an antenna and seemed mystified it didn’t work!  The WAN light on this unit flashes every second. About a couple of weeks ago I was migrated to OVO. The outbuilding was migrated months ago.  I am hopeful that there is a solution, my wife and I are well into retirement and finding difficulty in going to our cellar where the meter is located and trying to read the numbers. 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    September 20, 2023

    No worries. I kinda mode switch depending on what I’m currently doing (or meant to be doing), so it’s often not practical for me to post here when I’m on duty even though I’m non-operational myself. I find it best to keep focused on that for what I think you can imagine are fairly serious reasons.

    I definitely don’t get why the Comms Hub was downgraded - it should have stayed in-place and recommissioned as there was absolutely no need to swap it for an SKU1.

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      RaymondoAuthor
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      September 20, 2023

      I have filled in the smartmeter help online questionaire. But my HAN is off and the form only allows on or flashing as an answer - I tried to explain in the limited space, I’ll see what happens.  But after over three years of being totally ignored and then about 10 different people at SSE all very nice and apologising etc. But nothing actually changes on the technical front. I am hoping that OVO can do better.

      Blastoise186
      Super User
      Blastoise186Super UserSolved
      Super User
      September 20, 2023

      Updated on 28/03/25 by Ben_OVO

      If your smart meter isn’t sending us reads we’ll need you to fill out a smart meter health check and send the results to our Support Team.

       

       

      Thanks. That form is pretty powerful and the tooling behind it SHOULD detect the lack of a connection at all. The diagnostics it gathers will likely result in an engineer visit.

      It’s a new tool that takes in some of the checks I run you through here as a forum volunteer, and combines them with data that OVO can see into a single report that gets sent directly to the team responsible - it’s much faster this way.

      That HAN thing is however, a limitation with the tool. I’ll definitely ask for this to be fed back.

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
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        RaymondoAuthor
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        September 25, 2023

        I have been away from home for a few days, the SW and WAN light are now flashing together every 5 seconds. No other lights are on. Is this good news!

         

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

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