Smart meter not communicating - how long will I be waiting for a fix?

I had a smart meter fitted in early September.  The IHD worked immediately and everything worked perfectly for about 6 weeks with it sending half hourly electricity and gas readings, until it just stopped sending readings.  Customer services and the smart meter team could not get it working again so I had a replacement smart meter fitted on Thursday.  Since this meter has been fitted, the new IHD has not updated and still shows waiting for data, also my Ovo App and online account still show the old meter ID and readings.  All the right lights are flashing at the right intervals and connectivity looks OK - as it all did on the previous meter that stopped working - Any ideas or will it rectifiy itself? Thanks

This is a follow on to my previous post on the subject smart meter not working and meter readings. OVO have asked for me to give manual readings. The reason I wanted a smart meter when I joined OVO was because of my poor eyesight, and I have Discalculia. This was made clear to OVO at the time. It’s all getting rather tedious why am I being asked to do OVOs job? so another month of estimated high readings. I’m quite happy and prepared to keep up with technology and at nearly 80 I can't understand why OVO thinks it doesn't matter that not everyone has the ability to carry what might seem a menial task is a problem to someone else. Getting very disillusioned with OVO.

Thank you the reply. I have just signed up for PSR very helpful, also I have carried out two health checks on the meters in the last couple of months on OVOs instructions but nothing seems to come to anything the situation just continues.

I was changed over from a SMETS1 (that was no longer communicating) to a SMETS2 on 15th November 2022.

According to myOVO account it is reporting meter readings but perhaps not at the 30 minute update rate that was set. I suggest this because the website cannot show me the “Daily Usage”.

The Home Display has never connected and displayed the expected information even though I have tried the “Connect” option a number of times.

Any suggestions on whether I can fix this or do I need to get an engineer to visit?

thanks

PhilipJ

OK

On the meter, the SW WAN and HAN Leds flash green about every 2 seconds.

A Red Led next to where it says “1000 imp/kWh” flashes about once a second

The IHD is attempting to “Join Network” because I tapped that “button”. All the rest of the time it sits there showing example data. I have tried “Join Network” many times since the meter was fitted but it never succeeds.

Any other info you need?

PhilipJ

Hi,

In my last post I said that the SW WAN and HAN Leds flash green about every 2 seconds and

a Red Led next to where it says “1000 imp/kWh” flashes about once a second.

_BUT_ now the WAN LED is flashing slightly faster than once per second and the SW and HAN LEDs flash once every 5 seconds. The Red LED is flashing once every 8 seconds.

Hope this helps...

PhilipJ

OK, thanks for the replies.

regards

PhilipJ

Hi @katykat ,

Can you post photos of the meters please? I can often help with diagnostics, but I need to know what you’ve got first.

Also for that Aclara meter type, @PhilipJ451, you don’t need to contact our Support team. Instead, complete the online form we link to here and depending on your responses, the issues get raised directly to the right team:

Hello again Tim-OVO,

After your advice yesterday I got onto the chat system with OVO and the advisor issued a “join request” to my meter, after which my IHD appears to have connected. This is at least a step forward but since then it just says “waiting for current data”. Do you know how long it takes for it to “get current data”? I expected it to update moment by moment, my last IHD did that, I saw the result of switching something on or off within seconds when looking at the power reading on the IHD...

OK, thanks

PhilipJ

Sorry to hear this, @PhilipJ451 - it sounds like something’s happening over there with that IHD. We can’t comment on the status or the next steps from here on the forum. You may consider giving it some more time and if no change, letting our Support team know the latest...