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My smart meter’s been installed, why is it now off supply?

If you’ve just had a smart meter installed but your gas or electricity has suddenly gone off supply, a few simple checks could get your energy back on again.

If you’ve lost your electricity supply:

  1. 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’.

  2. 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. 

  3. 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 been to your home and sorted out the fault, please send us a copy of their report. You can scan it and email it to us at hello@ovoenergy.com or post a copy to:

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

In your email or covering letter, please include your address, your OVO account number, and a brief explanation of what’s happened. Thank you.

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).

 

Emergency Control Valve, OVO Energy, Emergency

 

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 engineer. Once the engineer has been to your home and sorted out the fault, please send us a copy of their report. You can scan it and email it to us at hello@ovoenergy.com or post a copy to Customer Services, OVO Energy, 1 Rivergate, Temple Quay, Bristol BS1 6ED.

You can find a list of registered gas safe engineers here. In your email or covering letter, please include your address, your OVO account number, and a brief explanation of what’s happened. Thank you.

 

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