I've just had new smart meters installed - Why can't I see this and my usage data reflected on my account?

Bit of an update to this.…

Been 72 hours now since install. Gas meter is now sending readings to OVO but electric isn't yet. HAN still seems weak. Got the older IHD3 (did some checking and it is the older model) on the window ledge now, about 8ft from the meter in the outside wall. HAN 'wifi' indicator on the IHD is still barely registering at under 50% strength. My Ivie, about 4ft further away, is showing roughly the same. The old meters had 100% coverage in the same location.

Been able to connect both meters to the Ivie but, like the supplied IHD, it's not adding the gas standing charge to 'usage'. Electric standing charge is being added on both but had not for some reason.

Not getting any live usage data in the Ivie app from the electric meter which I thought it got from the IHD so shouldn't be reliant on DCC connection. But, that's an issue for other threads.

Hi @GrumpyTrucker , the adding of the standing charge should be automatic but in fact although mine does for electric, for gas it is often not added. That’s the same for the IHD6 and also my Hildebrand Glow IHD so I presume it comes from the meter. 
Your ivie bud should connect directly to the meters but I’m not sure if the app uses that feed. 
The gas info is linked via the electric comms hub so it may be that the sync phase of the electric meter isn’t yet complete 

Well, as of this moment, both the Chameleon IHD3 AND my Ivie have lost connection to the meters. Been that way for an hour or more now. Just checked the meter and the HAN and WAN lights MIGHT be flashing but it's hard to tell. They're not very bright. Two teeny tiny little green LED pin pricks are flashing on/off every 2 seconds or so right at the bottom of the o shape cutouts for them. 

I'll give it until Tuesday then I guess I'll be back in touch with OVO again. Paying more than we ever have for the energy and it's getting harder than ever to keep track of how much is being used.

@BPLightlog I have replied to you but the post is being held for moderation for some reason. 

It probably triggered the AutoMod or a spam filter. We’ll be able to ask a moderator to review and release it tomorrow.

Would that be OK?

@Blastoise186 Not like there's a lot of choice I guess. LOL. Was just saying that as of now I have zero info coming from the new meters. Both IHDs have lost connection for almost two hours now. The HAN and WAN might be flashing but it's hard to tell. Two teeny little pin points of light at the bottom of the o shaped cut outs but they're so faint it's hard to tell 

Just realised as typing this that the first time round I used a different word after "pin" so that's what probably swept up the post.

What colours are those two LEDs?

And yeah, I think I figured out that word. In this context, I’d approve it if I was able to but I can see why it’d trip the filter. Me and BPLightlog are exempt from it on the basis of trust. Which is probably a good thing as otherwise we’d be constantly setting it off.

Both green, flashing on/off every two seconds or so 

Hmm… Weak signal iirc...

Lovely. Nothing is ever straight forward in this house 

@Blastoise186 and @BPLightlog 

Still nothing on both IHDs - Chameleon and Ivie - and that means they've been disconnected from the meters for 10 hours now. I've even taken the supplied IHD and put the battery in and placed it in the wall cabinet right at the side of the meter, maybe 10 inches below the comms unit. Nothing. Still not connecting to the meter.

Both HAN and WAN lights are flashing, and now it's finally stopped raining I timed them properly and they're flashing at 5 second intervals, which apparently (allegedly more like hahaha) means it's operating normally.

Electric meter still hasn't updated on my account yet, which is still showing the old MPAN. Don't know if that's somehow related, but don't imagine it would be since both IHDs were displaying information until around 11am today.

Is it possible the comm unit had a software update that wiped out the connection and now I need to reset both IHDs?

Not sure @GrumpyTrucker but I have successfully reconnected both my IHD’s when they lost connection. Just be careful of the ivie bud as if you do a ‘full’ reset on that, it loses its profile for your meters. 
It’s more a re-start than a reset. 
With the Chameleon, I generally take power off (including batteries) for a few minutes.

@BPLightlog 

Yeah the Ivie was fully reset under instruction from Ivie when the meters were changed. They said it needed doing to reconnect to new meters. And, as I say, for a day or so was displaying info from both meters even though the HAN connection icon was showing as weak.

The Chameleon has been powered down and restarted now about a dozen times and still refuses to reconnect depite, as with the Ivie, working ok for a day or so with a weak connection.

I'm going to give it until Thursday I think, which will be a week since install. If the HAN is still not working I'll get in touch with OVO customer support. I know it can take a while for a meter to register in the account but local connection over HAN should be immediate shouldn't it? It was last time anyway.

Yes, the local connection should be fairly quick. I think ivie say within 48 hrs

Starting to look like I may have had a faulty meter installed then I guess. Been without smart readings now since the beginning of June one way or another. Even if we ignore the HAN issue which was barely registering when it WAS working, it still strikes me as odd that since all Comms go via the electric meter that the gas registered on the DCC and started supplying readings within 2 days but now we're on day 5 and still nothing from the electric. I'd honestly have thought the electric would register before the gas 🤷🤷

Right. We have an update. After an almost 3 hour - yes, you read that right - chat with support today it transpired that the electric meter had not been registered with OVO even though it was connected to the DCC it seems. As of around 10pm today (Monday 31st) the electric meter is now fully connected to OVO and sending readings.

However, at the moment the IHD is still refusing to connect. Is there anything I need to do kick start it? It seems like it connected at first then, because the meter wasn't registered at OVO, something must have triggered an deauthorisation of the IHD. I'm assuming to prevent unauthorised access to the data. 🤷🤷

Are both IHD’s disconnected still? 
It may well be that your scenario is correct and they both need an update 

Yeah, neither meter is connecting. I don't think they need an update since they were connecting to the meters before it all went wrong with the registration. My guess now is they're no longer "associated" with the meters so probably need fully resetting (Ivie) or reconnecting by support (supplied one)

I was meaning some intervention but sounds like you’re on to it. 
Fingers crossed 🤞🏼 

Well, after another hour on to chat I'm no better off. First of all they tried to tell me it may be a faulty IHD so they'll put me on the 6 month wait for a new one. That message changed once I pointed out I have an Ivie that lost connection at exactly the same time as the Chameleon, and the chances of two IHDs going faulty simultaneously are not high.

Now apparently I have to wait at least 6 weeks until they'll do anything since it can take that long. Seems odd an IHD connection would take 6 weeks. I'm starting to get a feeling that the comm unit is faulty. As I said somewhere above, the signal in the house was always weak from the day one, barely getting two lines of signal strength on either IHD, with the IHD3 dropping off and reconnecting every few hours. And now it's gone completely. Even though the unit is showing all is normal with the HAN I can't shake the feeling that the local network isn't broadcasting any more, just receiving from the gas meter.

Smart meters? And I thought smart motorways were bad 🙄🙄

Hey @GrumpyTrucker,

I’m sorry to hear this,

My advice would be if you’re unhappy with the timeframe given by our Support Team there is always the option to raise a complaint, this may speed things up.

In the meantime if your meters are communicating you can view your usage online:

• How to view your usage data on the OVO app Tutorial

What about the ivie bud ? When I was using mine, they did get it to reconnect within 24 hrs once I get in touch with their support team. That might also double check the local connectivity 

Emmanuelle_OVO wrote:

Hey @GrumpyTrucker,

 

I’m sorry to hear this,

 

My advice would be if you’re unhappy with the timeframe given by our Support Team there is always the option to raise a complaint, this may speed things up.

 

In the meantime if your meters are communicating you can view your usage online:

 

• How to view your usage data on the OVO app Tutorial

 

Just seems a big faff to get sorted. The S1 meters were up and running in 48 hours with the IHD showing current data after an hour. I just find it weird that as far as the IHD is concerned it's like the HAN doesn't exist and I only have a gas meter. And for both the Chameleon and Ivie to lose connection at exactly the same moment just rings odd to me.

Ivie is unknown at the minute. I'm waiting on support to get back to me to tell me if I should try another full reset. Restarting hasn't fixed it, so we'll have to see.

Now, after your advice to get one, i am i still having trouble, i cant even get my repeater reader to conect after 6 days  then finding out it was not set up to send econ 7 readings!  I have been  spending most of the mornings onto ovo and being told wait 24hrs and it will work! I have now hurt myself trying to get readings from my meter as it is harder to read than the old one, 

So my question is has anyone else had this problem? This is not what they show when advertising these , and as i have an ongoing dispute since last april 2022! I still have no way of proof!