Solved

Lost Connection - Smart Meters and IHD not sending meter readings - why?

  • 6 September 2017
  • 60 replies
  • 117308 views

My Smart Meters (Electricity+Gas) were installed 1 week ago along with an In Home Display (IHD). The IHD on day 2 lost connection and I have not been able to get it back since. I have gone online and confirmed that no readings are being sent so at present there is nothing smart about it, unfortunately. The Smart meters do not come with any instructions neither does the IHD (in-built tutorial is basic only). Pressing 9 on the Electricity meter turns the digital display on (they have power saving displays) and presents the data you would expect to see on the IHD e.g. used today, used last week etc. There are no issues with my Wi-Fi. I have gone on-line to reset my browser and that doesn't work. I have used WPS and manual key entry to connect the IHD to my Wi-Fi and although it recognizes my ISP (~Sky) it is still not working. Currently, I'm unsure if it is not connected to the Wi-Fi or if it cannot connect to the meters themselves (instructions would help). IHD is within 20 metres of the Smart Meters and within Wi-Fi range. I have fixed bars on the IHD. Question: How does a user get their IHD reconnected or confirm Meters are not working properly?

 

icon

Best answer by Mw2870 8 November 2017, 01:25

Updated 30/4/2020

 

Hi Guys,

One thing you can check is the WAN light on the electricity meter.

If it is flashing then it is connected to the mobile phone network OK and should be sending readings back to OVO.

If it is on solidly or off completely then you have a problem.
Make sure you check the correct light as there is another red light that flashes every time you use a certain amount of electricity.
 

2cf2dabf-c381-4f7e-a34e-b02d97b23099.png


You will only find the WAN light on the Electricity meter as the Gas meter connects to the Electricity meter to send its reading.

There is another topic on the forum here where people have similar problems.

Hope this helps!

View original

60 replies

Userlevel 6
Badge
Welcome to the forum, @Rodolfo, it sounds like we may need to repair the IHD, please reach out to our team they'll be able to help.

You can send us a message on Facebook, Twitter or email the team on hello@ovoenergy.com, or give them a call. You can reach our Customer Care team 9-5 Monday-Friday on 0330 303 5063.

Hope this helps!
Userlevel 5
Badge +2

Updated 30/4/2020

 

Hi Guys,

One thing you can check is the WAN light on the electricity meter.

If it is flashing then it is connected to the mobile phone network OK and should be sending readings back to OVO.

If it is on solidly or off completely then you have a problem.
Make sure you check the correct light as there is another red light that flashes every time you use a certain amount of electricity.
 

2cf2dabf-c381-4f7e-a34e-b02d97b23099.png


You will only find the WAN light on the Electricity meter as the Gas meter connects to the Electricity meter to send its reading.

There is another topic on the forum here where people have similar problems.

Hope this helps!

Userlevel 6
Badge

It does’t sound like it, @scuthber, it’s a shame to hear we couldn’t get this sorted over the phone for you, but it sounds like we need to get an engineer to recommission the meter. Once this has been done, the IHD should kick back into action

Thanks! . 

I have the same problem. Installed on Monday, lost connection on Wednesday.

The link posted about a year ago doesn't work for me.

Any advice please, thanks in advance.
Mine just randomly started working again some time later with no intervention.
Hi Tim_OVO,

In the end, I had a very helpful chap (Jim I think - it was a year ago!) who had several phone calls with me. (He has been the ONLY person from a utility company who has said he'd phone me back - and HE DID!!) In the end, it was all to do with the pairing of the IHD and the smart meter. The installation engineer hadn't paired the IHD and smart meter properly. For some reason, one isn't able to put the smart meter into "search mode" but that has to be done remotely from OVO. Jim, kept the search mode open for 24 hours and the meter eventually linked up. He also sent a relay plug for the IHD to talk to the wifi router ex gratis as well. Since then, it has worked all fine despite occasional local power cuts and a poor mobile signal. I occasionally get a drop in communication from the smart meter to OVO but it usually catches up in a day or two.
Userlevel 1
Badge

7 weeks ago I reporter a faulty meter. An engineer came out installed or rather started the installation of a smart one.The smart meter has not been connected as yet even though we have asked several times for it to be done.

Added to This Ovo have estimated our usage,for the period of fault but have completely ignored the fact that we were over £900 in credit with them ! The credit has been cleared from the statements as if it never  existed therefore the bill is an over inflated amount ??

Giving up on my IHD. The gas works, but the electricity stopped a few months ago. Spoke to Ovo, who said someone from the smart-metering team would probably have to visit and that’s that. Is there any way I can re-pair the electricity meter myself?

My electric meter has not been sending data since beginning of September. It was fine up till then. All lights flashing except for Mesh.
Gas however is okay. I have emailed Ovo twice about this and not heard back.
Hi @Boardman

I've moved your query over to an existing topic on smart communication issues, so that it's easier for others to find.

It's disappointing to hear about the smart meter issues you've experienced, and I can completely appreciate your frustration.

Although in some cases fitting an aerial will improve the smart meter's signal - it won't work in every instance.

An aerial would only be offered if the meters have something obstructing them, i.e. a cupboard. The meter would need to be near a front door or a window - where we can reach the aerial outside to gain signal. For this reason, we wouldn't offer one to a customer who's meter is in the basement because there's nowhere to put the aerial to move the signal.

The only exception is if there's really poor mobile signal in the area, an aerial won't help at all because the aerial actually has a weaker signal than the meter itself.

Your IHD query isn't one I've come across before and I think we'll need to look at it in more detail. Please contact us via our Facebook or Twitter page and we'll take a closer look.

Thanks,
Emily
Userlevel 5
Badge +2

My Smart Meters (Electricity+Gas) were installed 1 week ago along with an In Home Display (IHD). The IHD on day 2 lost connection and I have not been able to get it back since. I have gone online and confirmed that no readings are being sent so at present there is nothing smart about it unfortunately. The Smart meters do not come with any instructions neither does the IHD (in-built tutorial is basic only). Pressing 9 on the Electricity meter turns the digital display on (they have power saving displays) and presents the data you would expect to see on the IHD e.g. used today, used last week etc. There are no issues with my Wi-Fi. I have gone on-line to reset my browser and that doesn't work. I have used WPS and manual key entry to connect the IHD to my Wi-Fi and although it recognizes my ISP (~Sky) it is still not working. Currently I'm unsure if it is not connected to the Wi-Fi or if it cannot connect to the meters themselves (instructions would help). IHD is within 20 metres of the Smart Meters and within Wi-Fi range. I have fixed bars on the IHD. Question: How does a user get their IHD reconnected or confirm Meters are not working properly?


Hey Pearceage,

It sounds like what we might need to do is reopen the Home Area Network (HAN) to be able to pair your IHD again. I’ll drop you a private message now so we can kick start the conversation and get this underway.

Hope this helps!
Lucy

 

Userlevel 5
Badge +2
I think one of our most active users @Emma_G @Mw2870 might be able to help out with this one!
Userlevel 7
Badge +2
@Lucy OVO

Hi Ovo. I have had the same problem as Pearceage above. Please could you give me a private message as well about how to remedy it. Looking at various online fora, this seems to be a common issue so it would be helpful if the way to re make the connection was made public.
Also, my IHD is different to the one on your web page.


I'll send you a PM now, @MidlandMedic4

Send over a picture of your IHD below so we can all see which version you have!

Thanks,
Tim
Userlevel 7
Badge +2
@Spedley a flashing WAN light is a good sign indicating that the meter can communicate with us. 5 flashes is strong signal, but 3's OK. So that we can diagnose this for sure, please reach out to us via Facebook, Twitter or email: hello@ovoenergy.com.

Tim
Hi,
can someone help? my IHD has lost connectivity to my smart meters and not displaying anything.

I checked the WAN light on the elec meter and it is dutifully flashing its red WAN light - so seems to suggest it has mobile signal (plus we never have issue with this)

I'm thinking I might need to
' reopen the Home Area Network (HAN) to be able to pair your IHD again.'

Can someone advise how to do this?

thanks
will
@Lucy OVO

Hi Ovo. I have had the same problem as Pearceage above. Please could you give me a private message as well about how to remedy it. Looking at various online fora, this seems to be a common issue so it would be helpful if the way to re make the connection was made public.
Also, my IHD is different to the one on your web page.
This is the IHD. The one on your web site is white with a blue backlight

Please note wifi signal but no WAN signal
Sorry, I meant to say no HAN signal in the IHD
Userlevel 5
Badge +2
Hi Will,

I don't think the instructions on how to do this are publicly available. I certainly can't find them.

The best best would be to drop @Tim_OVO or @Lucy_OVO a private message with your account number and details.

Matthew
Hi, I'm getting messages via your app the my smart meters are not sending meter readings, everything is plugged in as normal.
Is there something I can do to reset them both.
Had a smart meter installed early this year - got to the point where everything was automated and readings were being sent through. This month, though, I logged into Ovo to find a message saying readings weren't coming through - in fact they stopped at the end of August.

Nothing has changed since August so I'm not sure why it would have stopped. Can someone advise on how to get it working again?

I'm having this issues as well (and so are other people going by this thread.

I put in manual readings last month when i first discovered the issue and emailed Ovo. They replied saying they knew there had been an issue but that it was now sorted and everything should go back to normal. Checked again today and it is asking me for manual readings again.

I've PM'd one of the Ovo team (as per their instructions on the other thread) but not heard anything back so far

Userlevel 6
Badge +4
I’ve just gone over to a smart meter and have set it all up with wifi connection etc. All the displays in the app and the online login work fine, except for the last few days the display for the current day has suddenly stopped displaying anything. I just get a display saying that there is no data to display for the current period. This worked fine for the first week - I could see how my current days usage was going - but now, nothing. The following day I have the total usage for the day in the weekly display, but I don’t get the granularity I was getting with the day display. Is this usual, or is there a problem?

Hey @Ditcheat,

Just so you know, I've moved your post over to this thread about In Home Displays.

Have a look at @Mw2870's response - we might need to reconnect your IHD to the network. We can get this done for you if you call the team.

Cheers,
Nancy
Userlevel 1
I had a smart meter installed on the 3rd Nov, the meter installer said the signal was 11 but as soon as he left i noticed the WAN light was on solid red.
I called up and was told to give it a month to "settle" is this correct as its the 8th now.
Trouble is the meter and consumer unit looks awful and i have arranged a joiner to build a box around the lot on the 25th Nov - should i put him off although he is of course going to build an access door. I cant understand about the signal as my ID mobile has 4 bars when by the meter and all the way round the house, my wife's vodafone has only 2 bars.
I will be away on holiday soon so would like to sort it before then.
The wifi signal to the mobile unit works fine and i can see usage etc, its just i wont have accurate bills if i have to read the meter and it will be like going back to the standard meter.

Reply