Why have my Aclara SMETS 2 smart meter readings reset to 0 on my OVO online account?

After re-reading the entire thread that this conversation was moved into (thanks Tim/Jess!), I’m in agreement with @Transparent at this stage. It’s the only logical explanation and while I have potential theories on how it could happen, I won’t be revealing any of them for security reasons.

@dmm7 your thread has been moved to this existing one because Tim and Jess managed to locate a previous question that closely relates to your own. Please feel free to read through the entire thread when you get chance, as I think you’ll definitely find it useful. The previous advice given last year is likely to apply to you as well, so you may want to ask the Support Team to investigate - and I would definitely recommend asking them to read this thread as well, so please include a link to it when you contact them.

This seems to be a pretty rare issue though and I’ve never heard of it before today, which is why I didn’t consider it as a possibility. I’ve definitely learnt something, that’s for sure! I’ll try to remember about this one in case it ever comes up again, but I’m hoping it doesn’t.

@Blastoise186wrote:

always triggers Alert WAN to the supplier (and probably sets off some giant klaxon alarm I guess )

The pity is, I don’t think OVO’s internal software takes any action at all when an error code is activated.

In fact, I’m not even aware that OVO retrieve such data from our Smart Meters. It’s possible that they only send the commands to read the usage registers.

Now that OVO Group Ltd have decided on a much greater separation between OVO Energy and the Kaluza division who write the software, it’s even less likely that such feedback here on the Forum will reach the screens of the software developers.

Bizarrely. there are topics here being avidly read by rival Energy Suppliers who freely browse through our discussions and cherry-pick the better customer suggestions.

Well this is a strange one, @dmm7 - great to see our community detectives giving some great suggestions.

Might be an obvious place to start but have you tried checking the meter reading on the meter itself to see how this compares to the readings shown on the ‘Meter Readings’ page of the OVO app (download for Android or iOS) - There’s some great advice in reading the meter manually here.

If the readings don’t match this is something that you’d need to raise to our Support Team who are able to raise any tech issues or smart meter issues to the relevant teams - might also be worth sending across your smart meter health check results as well so they’ve got the full picture of what could be causing this.

Keep us posted of any developments - we’re always keen to hear how smart meter issues get resolved and happy to help further here where we can! 

Hi @Jess_OVO 

The meter readings on the app do match the meter itself, so I don’t think there’s an issue there.

I’ve phoned Support but seems like I’m back to square one. I’ve sent details regarding the health check of the meters and also pointed them to this thread. 

Hopefully they get back earlier than 45 days. Don’t think this will get resolved anytime soon.

I’ll keep everyone posted of any updates.

Thanks again everyone for your help.

You won’t be waiting 45 days for answers here on the Forum, @dmm7 

The flash patterns for the Smart Meter indicators are shown in a dynamic graphic over in the SMETS2 Installation Tutorial.