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Why aren’t my smart meters communicating with OVO?

If you’ve had smart meters installed but your OVO statements show estimated gas use figures, it may mean your gas meter isn’t talking to your electricity meter.

Your smart gas meter can’t send us readings on its own. It has to talk to your smart electricity meter, which then sends the readings on to us. 

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 headquarters.

If you’re getting estimated readings for your gas use on your OVO statements, it means your gas meter isn’t getting through to your electricity meter, and we’re only receiving electricity readings.

Your meters talk to each other over your Home Area Network (HAN). This is a secure network that works like any other wireless system in your home. If it isn’t linking your meters properly, that’s probably because they’re too far apart, or possibly because there’s a wall between them.

Do I need to start giving you gas meter readings again?

It’s probably a good idea to begin with, to make sure we have accurate figures for your gas use again and can update your energy statement.

However, you also need to let us know about the problem as soon as possible.  

  • If you pay by monthly Direct Debit, email us on hello@ovoenergy.com or call us on 0800 5999 440 or our landline number 01179 303 100.

  • If you’re on a PAYG plan, email us on payg@ovoenergy.com or call us on 0800 358 3523 or our landline number 01173 701 041.

Our friendly Bristol-based team are here from 8am until 8pm Monday to Friday, and from 9am until 5pm on Saturday.

They’ll ask you a few questions, and probably offer you a Smart Relay device, completely free. This does just what it sounds like: it ‘relays’ messages from your smart gas meter to your electricity meter.

In other words, the Smart Relay picks up the signal from your gas meter and retransmits it to your electricity meter.

As long as you can find the right position for the Smart Relay (about halfway between the two meters), it can extend your Home Area Network by up to 100 metres, as long as there aren’t any thick walls in the way.

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