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Daily usage not updating - WAN light solid - does the meter not have signal with OVO?

  • 26 March 2018
  • 4 replies
  • 2051 views

I've had my smart meter for 30 months. I was not offered an IHD at the time but have been using My OVO to monitor usage online.
I prefer the option of the IHD so just I ordered and received one, but while trying to configure/connect the IHD the WAN light has stayed on solid - not all of the time but for about the last 4 out of 5 weeks. Customer services first told me it would need an engineer visit to fix. Within a few days of my first call things burst into life for a week or two but the WAN light is back on solid again for two weeks and counting.
On calling Customer Services again, I was told "the DCC network needs to be reset from time to time and until that happens I need to revert to manual readings". He said the next reset could be in up to 12 weeks. As far as I'm concerned this takes the smart out of "smart meter". I'm expected to do manual readings for the next 3 months !
Is there something wrong with my setup or do I just sit and suffer?
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Best answer by Tim_OVO 9 April 2018, 12:36

while trying to configure/connect the IHD the WAN light has stayed on solid - not all of the time but for about the last 4 out of 5 weeks. Is there something wrong?

Hi @Philip Primrose

I'm going to step in here as it's a technical issue that other forum users might struggle with.

Because the meter was able to connect to us before the IHD, and then for a bit after the IHD, I'd like to rule out a few things. Can you disconnect that IHD for a week and see if anything changes (I doubt it will but it's worth ruling out)?

Can you tell me if anything's changes around the meter, or the house in general? Things like a new wall, or a new (metal) object placed near the meter. Anything different after that ID arrived compared to before?

It might be best to answer these questions via a customer service channel: Facebook, Twitter or email (hello@ovoenergy.com).

Tim
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while trying to configure/connect the IHD the WAN light has stayed on solid - not all of the time but for about the last 4 out of 5 weeks. Is there something wrong?

Hi @Philip Primrose

I'm going to step in here as it's a technical issue that other forum users might struggle with.

Because the meter was able to connect to us before the IHD, and then for a bit after the IHD, I'd like to rule out a few things. Can you disconnect that IHD for a week and see if anything changes (I doubt it will but it's worth ruling out)?

Can you tell me if anything's changes around the meter, or the house in general? Things like a new wall, or a new (metal) object placed near the meter. Anything different after that ID arrived compared to before?

It might be best to answer these questions via a customer service channel: Facebook, Twitter or email (hello@ovoenergy.com).

Tim
Thanks Tim but I was told in a tele call that it's a meter problem (WAN light solid on and not transmitting meter readings to OVO) and I'm waiting for an engineer to make an appointment to check and fix it. The IHD is displaying actual usage OK.
Userlevel 1
My online account usage data has not updated on either the website or app for the last 2 days, no charges either. Anyone else having similar issues?

My IHD is recording correctly but daily meter readings not appearing in the usage of either gas or electricity.
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Hi @Abreaders - I've moved your post over here, where you can find more info about this issue. Pop any further questions in the comments below 🙂

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