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My smart gas meter isn't communicating with OVO anymore - no readings - why?

  • 21 November 2017
  • 56 replies
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56 replies

When I phoned to report the issue that my gas meter wasn't sending to you, I was told by the gentleman who I spoke to, that because I had phoned I had lost my SSR.
When I mentioned the, as I called it, cheap trick to stop people phoning or emailing, he got quite patronising. Sorry I did not not his name.
Userlevel 5
Unfortunately, the terms and conditions mean that if I phone or email OVO I lose my online account discount. So, phoning OVO is not going to happen. If I don't get a call to arrange another appointment, I shall just provide meter readings until my 2 year fixed contract runs out then look for another supplier.
@ITGeek123 - Thanks for the suggestion, but as you can see from my message above, it ain't happening.


You won't lose your SSR if you call about this, @dasilvor. This is because you won't find the answer to your query on our forum, or in the OVO Help section.

Please get in touch with the team as soon as you can to resolve this!
@Nancy. They did exchange my gas meter at the visit, but the engineer could not set it up until it had been tested by somebody at the office? I was told that I would be contacted to make another appointment so that it could be set up, and possibly change the IHD.
Unfortunately, the terms and conditions mean that if I phone or email OVO I lose my online account discount. So, phoning OVO is not going to happen. If I don't get a call to arrange another appointment, I shall just provide meter readings until my 2 year fixed contract runs out then look for another supplier.
@ITGeek123 - Thanks for the suggestion, but as you can see from my message above, it ain't happening.
Userlevel 6
Badge +4
Hey @dasilvor - calling would probably be the quickest option! Although I can offer some more advice on here. Was the gas meter not exchanged at the time? If not, did the engineer mention that something about the setup might need amending before we can exchange it?
Userlevel 7
Badge +2
Hi Dave,

Honestly I would call OVO personally and ask when to arrange an engineer. Saves you having to wait and you can get an answer ASAP 🙂
When will you be contacting me to arrange another visit to sort out my smart meters, please? When the Engineer came on the 19 Nov 2018, he said another visit would be required and you would contact me. At present the IHS is not displaying anything and gas meter is not sending any data.

Regards
Dave
Userlevel 2
Sorry to hear about the issues you've had with your gas smart meter @Dodos

If you've gone through all the checks with our Customer Service team and had 2 relays fitted, the likelihood is that we won't be able to communicate with your gas smart meter and get regular readings. If you struggle to read your gas meter, then we can add you onto our Priority Services Register so an engineer can take regular meter readings for you. You can sign up here: https://www.ovoenergy.com/help/priority-services-register

If there's anything else you want us to look into, you can always message our Facebook team: https://www.facebook.com/ovoenergy/
Dear Nancy_OVO,

I’ve been through all that process of trying out booster relays with Jon from the OVO Tech team. In fact he sent two separate relays just to be sure and neither fixed the problem. This is partly what causes me great frustration with OVO. My case history is well documented in the Customer Service case software that the team uses , but anytime someone new tries to help they fail to read the case history and ask me to repeat things I’ve already been through previously. As an experienced electrical engineer I understand the technology, believe me. However, what I don’t understand is the poor customer service effort in resolving the issue.
Userlevel 6
Badge +4
Hey @Dodos - I've moved your post over here where users have been discussing similar issues. There's quite a lot of info about similar scenarios above.

Depending on the distance between you gas and electricity meter, we may be able to fit a relay device to strengthen the signal between the two. We'd just need to know:

- How far apart are the two meters?
- Are they on different floors of the house?
- Are there any thick walls between them?
- Are either of them in boxed (if so, are they metal, plastic etc)?

Hope this helps!
I had smart gas and electric meters installed by OVO over a year ago. Unfortunately the gas meter stopped communicating with the electricity meter within a few months and despite many attempts through Customer Service to try to fix it I am now reduced to periodically going outside to take manual meter readings from the “smart” meter. I’m in my mid-fifties, have some mobility issues and our gas meter is at ground level so getting down to it is tricky, (especially as they fitted it with the screen facing the side of the box not facing up the way where it would have been easier to read). I live in Scotland and going outside especially in Winter to do this is no fun. The last communication I had from OVO basically said - too bad, live with it you’re not a priority for getting the meter replaced or even have someone come out to inspect and test it. This was despite their Customer Service previously having confirmed the fault and promising me I was on the list for a replacement. My experience with OVO has been soured as a result and I’m looking forward to switching. It seems like they rushed to get everyone into Smart Meters but really didn’t have the resources in place to support what seems like a technological solution still in its infancy. Anyone had similar experiences?
Userlevel 6
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Hi @Anders - I've moved your topic over here where other user have been discussing similar issued. You should be able to find some helpful information.

Just to check a couple of things:
- How long have the meters been installed for? If it's less than 6 weeks, your account may not be updated yet.
- What's phone signal like by your electricity meter?
- Can you see if the WAN and HAN lights on the gas and electricity meters are flashing or solid?

If it turns out you do need to provide readings manually, you don't need to convert them at all. Don't input anything after the decimal point. On a smart meter, your electricity meter with have a 7 digit reading, but your online account will only allow 5. In that case, omit the first two 0's. Your gas reading should have 5 digits and there should be 5 on your online account.

@veato - I've moved your post here too. Check our Matt's "Best Answer" at the top for some tips on checking if your meters are communicating with us.

Thanks
I recently had a smart meter fitted for gas and electric and for some reason my gas is being estimated. When I log on to my account a pop-up states "We're not receiving your readings." But when I look at my gas usage I can see it is being recoreded accurately each day. If my daily readings as being recorded then why am I getting a message to state otherwise and my usage is being estimated?

I also asked the same question via the email contact address but I've not had a response beyond the 48hr response period.
I am so disappointed with the smart meter. I'm being asked to provide readings but I don't know how to convert the numbers. Do I miss off the fist digit provided and remove the decimal point. Why are there no instructions? Just telling me to press 9 on my smart meter does not help and why am I having to give readings anyway. I also didn't realize that we lose previous years readings from our website account with ovo so now I can't compare usage. Am I missing something or has the whole conversion been a complete and utter waste of time. Annoyed.
In that case, @Cbartleman428 I'd recommend emailing the Care team at hello@ovoenergy.com.


Emma
Sorry I do not have a Facebook account
After 4 months my smart meter has stopped sending meter readings to OVO who have asked me to manually send them
Not the easiest to read the meters- old ones were far easier

Sent meter readings and am still waiting for my bill. Should it take over 19 days!!


Hey @Cbartleman428

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

As mentioned in Tim's 'Best Answer' at the top, there's a number of reasons why the smart meters could have communication issues.

However, in this case it's a little odd that they would stop sending readings after 4 months - and I'd like to look into this for you. Please send us a PM on Facebook with your full name, DoB and account number (or full address).

Cheers,
Emily
After 4 months my smart meter has stopped sending meter readings to OVO who have asked me to manually send them
Not the easiest to read the meters- old ones were far easier

Sent meter readings and am still waiting for my bill. Should it take over 19 days!!
Userlevel 5
Badge +2
If you drop the Social team a message as Emma has advised @harpingon, they will be more than happy to help you with this.

Lucy
This has been happening to me for the past couple of months or so. I have contacted Customer Support on numerous occasions only to be told on Tuesday that It not possible to fix and if I want readings then do it manually. The reason I got a smart meter is because of all the hype and being offered one from OVO and it suited me as I am 75 years old and to get gas readings I have to lay on the floor because of the location of the smart meter. I have been sen a relay but that does not change anything the distance between the meters is about one metre. When the meter was installed the engineer had a lot of trouble getting the gas meter to work ever since it has been very intermittent. I have been on the Resolver website and their advice is to contact ofgem but I thought I would contact the Managing Director of OVO first. Mysteriously I then received an email informing me to join this Forum. It seems that Customer Service do not have an answer. Can anyone help please please

One of the many frustrating things about this is, when you contact OVO and report this problem, you'll be told that they've "never heard of this problem before", which frustrates me no end, as it's clearly a blatant lie.

I'll keep posting as and when I do/do not get this resolved.
This has been happening to me for the past couple of months or so. I have contacted Customer Support on numerous occasions only to be told on Tuesday that It not possible to fix and if I want readings then do it manually. The reason I got a smart meter is because of all the hype and being offered one from OVO and it suited me as I am 75 years old and to get gas readings I have to lay on the floor because of the location of the smart meter. I have been sen a relay but that does not change anything the distance between the meters is about one metre. When the meter was installed the engineer had a lot of trouble getting the gas meter to work ever since it has been very intermittent. I have been on the Resolver website and their advice is to contact ofgem but I thought I would contact the Managing Director of OVO first. Mysteriously I then received an email informing me to join this Forum. It seems that Customer Service do not have an answer. Can anyone help please please
That's not good, @harpingon - I can see why you're frustrated!

Send us a PM on Facebook with your full name, DoB and account number so we can look into this for you. We can figure out what's wrong with the gas meter and look into ways we can fix it.

Thanks,
Emma
I just posted about this before reading your topic.

My electric meter works okay-ish for sending readings. Gas hasn't sent an update for 111 days now.

The meters are side by side on the side of the house, in plastic boxes two feet apart. The IHD shows some data for Electric, but nothing for gas.

As for OVO being useful to sort this out? Well, they haven't been for me. The installation was two years ago, and it's never really worked properly for Gas. I let it slide as it was managing a read one time every week or two, which was good enough, but 111 days is not on.

When it was put in, they left it all in a not-working state, and I had to take more days off work for them to come and fit a second gas meter, which has been as unreliable as the first.

It also annoys me that the website says "You haven't given meter reads in a while" , er, no. Your tech doesn't work properly.
try calling OVO support, they are very helpful..
I have had smart meters fitted for about two months. My account shows automated readings from my electric meter but the gas seems to still want values entered manually. My display seems to indicate both meters are working and sending data back.
why does it appear on my account that my gas meter is not sending data
Userlevel 3
I'm starting to see this issue myself, and the meters have only been in a few days. I'm seeing breaks in the graphs on the ovo site, some for just a few minutes, others for a few hours. The IHD is connected fine and is showing readings at all times, I've also connected it to my Wifi at home to get realtime readings, but this seems to just be hit&miss...

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