androidangle-left2angle-right2appleblogenvelopefacebookgithub_24Icon/contact/chat/ic_chat_24Icon/electricity/electricity/ic_electricity_24Icon/energy/ic_energy_24Icon/gas/gas/ic_gas_24Icon/home/ic_home_24Icon/lost-search/ic_lost-search_24Icon/device/phone/ic_phone_24ic_solid-arrow-left_24ic_solid-arrow-right_24ic_spinner_24Icon/profile/ic_username_24cabcalculatorcredit-cardenvelopefolder-openhomelaptopovopagelinesphonesmartmetertoggle-onlinkedinplusstackoverflow_24star2star-halftwitteryoutubeforumlegacy-icon-communities-exitquote-open
search-small user-small hamburger-menu close scroll-down star2 blog linkedin facebook twitter instagram

Smart meter troubleshooting

Discover what to do if your smart meter isn’t working as it should.

How do I take a smart meter reading?

Just press ‘9’ on your smart meter keypad to show the meter reading in kilowatt hours (kWh) for electricity and cubic meters for gas.

If your smart electricity meter is on an Economy 7 tariff (where you pay a standard price during the day and a lower rate for 7 hours overnight), press ‘6’ and then press it three more times until you can see ‘IMP R01’. This shows your off-peak (night-time) reading in kWh. Press ‘6’ again and you’ll see ‘IMP R02’. This gives your daytime reading.
 

What do the lights on my OVO smart meter mean?

The red flashing light (the metrology light) next to the keypad is measuring electricity going through the meter. It’s measuring this in kilowatt hours (kWh) – 3,200 flashes equal 1 kWh. If you’ve got solar panels and the light isn’t flashing, that means you’re exporting energy to the grid.

The 3 lights above the screen, from left to right, are:

  • Power light: this should be off all the time – it only comes on when the smart meter is first installed or when your energy supply is restored after a power cut.
  • WAN light: this should flash, up to 5 times in a row, to show that the meter is successfully picking up a WAN (Wide Area Network) signal, allowing it to communicate with us – if it is solid that means the meter has lost the WAN signal.
  • HAN light: this should always be off – the only time it should come on is when something is being paired with the meter, such as your IHD or your other meter.
     
There are flickering lights on my smart meter. What should I do?

A flashing WAN light (which flashes 5 times and then pauses for 1 second) and a flashing meteorology light are good signs that your meter is working perfectly.
 

What are the functionality buttons on my OVO smart meter?

Keys

Function

1

Shows how much energy you’ve used and what it has cost you today and yesterday.

2

Shows how much your energy cost this week and last week.

3

Shows how much your energy cost this month and last month.

4

Shows historical data about how much energy you’ve used and what you’ve spent each month.

5

Shows CO2 data for the current hour, today, yesterday, last week and last month.

6

Shows which tariff you’re on, your standing charge per day, your active rate register(s) and your energy use and cost per unit recorded in each rate register.

7

Shows ‘Not Used’, followed by the mode, current use and current cost.

8

Shows ‘Not Used’, followed by the mode, current use and current cost.

9

Shows total import and export register values if you have photovoltaic solar panels. The import register value is the same as the meter reading.

0

Checks the display and then shows the time, date and load.

B

Activates auto scroll display from sleep mode – use it to scroll back through a display sequence; confirm entered codes when in VEND mode; mute alarm; confirm supply reconnection from ‘Ready’ state.


My smart meter has been installed. Why is it now off supply?

A few quick checks should get your electricity or gas supply back on.  

If you’ve lost your electricity supply:

  • Check that the isolation switch next to your smart electricity meter is in the ‘on’ position. It’s a single switch, probably red, that’s clearly marked ‘on’ and ‘off’. If it’s ‘off’, switch it to ‘on’.
  • Take a look at your smart meter display panel. If it’s completely blank, try to wake it up by pressing 'B' on the keypad. If the display stays blank, that probably means there’s no power getting to your meter, and there may well be a power cut in your area. Call your DNO (Distribution Network Operator) and they’ll let you know if there’s any scheduled maintenance work going on, or if there’s been an unexpected power cut. 
  • Try switching the lights on in different rooms. If the lights are still working in some rooms, it’s not a problem with the meter. Check the fuse box and make sure all the fuses are in the ‘on’ position. If not, switch the ‘off’ ones to ‘on’.

If your smart meter display is working, the isolation switch is on and all the fuses are on, but your whole home is still without power, call us on 0800 5999 440 and we’ll look into what’s happened.

However, if it’s just a few rooms without power, the problem isn’t in the smart meter, so you’ll need to contact an electrician. Once the electrician has sorted out the fault in your home, please send a copy of their report to hello@ovoenergy.com or post it to:

Customer Services 
OVO Energy
1 Rivergate
Temple Quay
Bristol
BS1 6ED

Please also include your address, your OVO account number, and a brief explanation of what’s happened. 

If you’ve lost your gas supply:

If you’ve got gas fires, a gas oven or a gas cooker as well as a gas boiler, check whether they’re all off supply or just the boiler. If it’s just the boiler, check that the mains electricity switch is on and the pilot light is lit. If all your appliances are definitely off supply, please check your Emergency Control Valve (ECV).

If the lever is in line with the pipe, it’s ‘open’ and allowing gas to flow through. However, if it's at right angles to the pipe, it's ‘shut’ and stopping gas from coming through. If so, you need to turn it until it’s open. If your ECV is open and all your appliances are still off supply, please call us on 0800 5999 440 and we’ll look into what’s happened.

If just some of your appliances are affected, the problem isn’t in the smart meter, so you’ll need to contact a Gas Safe registered engineer. Once they’ve sorted out the fault in your home, please send a copy of their report to hello@ovoenergy.com or post it to:

Customer Services 
OVO Energy
1 Rivergate
Temple Quay
Bristol
BS1 6ED

Please also include your address, your OVO account number, and a brief explanation of what’s happened. 
 

What is the Emergency Control Valve (ECV) and where do I find it?

An ECV has a red handle, which you can turn – left or right – to stop the supply of gas into your home. You’ll find it attached to your gas pipe, positioned just before your gas meter. 

Related FAQs

Smart Relay device

Discover what one is and how to install it.

Smart meters and safety

Let’s put your mind at ease about smart meters and your health, data and privacy.

In-Home Display troubleshooting

Discover all sorts of information about your IHD – from how to switch it on to learning what all the buttons do.

Why aren’t my smart meters communicating with OVO?

Your smart electricity meter is our point of contact in your home. It gathers information from your gas meter and then sends information about your gas and electricity use to your In-Home Display, Smart Gateway or home computer. It also shares that information with us at OVO HQ.

If you’re getting estimated readings for your gas usage on your OVO statements, it means your gas meter isn’t getting through to your electricity meter (via your Home Area Network or HAN), and we’re only receiving electricity readings.

This can happen if your meters are too far apart or possibly because there’s a thick wall between them – so we’ll get you to check the distance and how many walls might be in the way. We might need to send you a Smart Relay– completely free. This ‘relays’ messages from your smart gas meter to your electricity meter.

If you’re getting estimated readings for both electricity and gas on your OVO statements, it could mean that we’ve lost connection with your electricity meter – either via WAN (Wide Area Network), or both WAN and HAN (Home Area Network). 

If we’ve lost connection with your WAN, we’ll ask you to complete a ‘meter health check’ before fixing the problem, with an antenna or by resetting your meter. However, if we’ve lost connection with your HAN too, we’ll ask you to complete a ‘meter health check’ and send you a Smart Relay. 

If we receive no communication from your meter for a period of 3 months, one of our engineers will contact you to arrange a visit if they are in the local area, to troubleshoot the connection issue. 


If you’re having problems, please email hello@ovoenergy.com or call us on 0800 5999 440 (01179 303 100).
 

What is the transmitter range for my smart meter?

The HAN has a transmitter range of 100 metres but obstructions, like thick walls, can make it less than that. So we usually say its range is around 15 metres.

The WAN transmitter range depends on the GPRS strength. If it’s good, the meter can communicate with your energy supplier, so the range is very far – stretching right across the UK.
 

How long will my transmitter battery last?

Your electricity meter runs off the mains, so it doesn’t have a battery. However, your gas meter battery has a lifespan of 15 years. 
 

Could radio interference ever be a problem?

Zigbee (HAN technology) and Wi-Fi use the 2.4 Ghz radio frequency, as do plenty of other devices you may have in your home, such as cordless phones and microwave ovens. Cases of interference are very rare and Zigbee says that the two signals shouldn't interfere with one another. 
 

Are OVO smart meters compatible with my PV system and the Feed-in Tariff? 

Yes, OVO smart meters work with a Feed-in Tariff.

When you press ‘9’ on the electricity meter, it will show your total import and export register value.

  • The energy taken from the grid is the first number after the letters IMP KWH.
  • The energy created by the PV system is the first number after EXP KWH.

There is no flashing red light on the electric smart meter to show when energy is being generated, so you’ll need to look at your generation meter.

Related FAQs

What do I need to do before my smart meter installation?

The first step to getting a smart meter installed is choosing a time slot for our engineer to visit.

Your smart meter installation

Find out what will happen after you’ve booked your smart meter installation – and what you’ll need to do on the day.

In-home displays

Find out what one is – and how it can help you manage your energy better.

Smart Relay device

Discover what one is and how to install it.

Smart Meter code of practice

The Smart Metering Installation Code of Practice (SMICoP) is a set of rules and standards to be followed when installing a new smart meter.

After your smart meter installation

Now you’ve got your brand new smart meter, find out everything from how to read its screen to what ‘no HAN’ means.

In-Home Display troubleshooting

Discover all sorts of information about your IHD – from how to switch it on to learning what all the buttons do.

Smart meters and safety

Let’s put your mind at ease about smart meters and your health, data and privacy.