My new SMETS 2 meters were installed in mid September. Since then, there has been no change in my account page. The last entry there was that my electricity and gas were to be supplied from 5 May.
My smart gas meter does not appear to be sending any data, I’m only getting a feed from the electricity meter.
I would like an idea of my usage, given the state of the fuel industry at the moment, I would at least like to have an idea if I will be in for some nasty surprises downstream.
Best answer by Jess_OVO
Updated on 07/02/25 by Emmanuelle_OVO:
Great to see you’ve already met our community volunteer and smart meter trouble-shooter,
Thanks for the question, this does sound a little strange and I would have expected your gas meter to have started sending in readings by now.
Just wanted to step in here just to clarify this point. As you mentioned your smart meters were installed in mid-September we’d generally advise that it can take up to 6 weeks from the install date for the meter details to be updated and your usage data to be populated both on your In-Home Display and on the usage pages of your online account or OVO app (download for Android or iOS).
There’s more info on this related topic, although I’m sure
Do keep us updated as we’re always happy to help and offer advice here where we can. 
Hey
Sorry to hear this.
How recently was the change? I’m wondering if the details haven’t fully updated on the system yet, it can take up to 6 weeks from the meter exchange for all of the details to settle.
If it’s been more than 6 weeks since the installation, the best thing to do would be to contact the Support Team so they can check the meter details and such are correct and up to date.
Thanks, Abby. The new smart meter was installed a week ago. As I said, my online account has already changed from the 2-meter THTC Plan to show the single meter Economy 10 Plan. I’ll keep trying the app from time to time, see if it lets me in. I’m not hopeful, though, as a google search threw this up:
“A complex meter is an energy meter that's used with a time-of-use tariff, also known as a complex tariff. These tariffs are less common today and suppliers usually don't promote them to new customers. Some examples of complex meters include Economy 10...”
It was an AI generated result, mind you.
The AI was pretty spot on in it’s advice! As Abby mentioned, it can take 6 weeks for us to update all of our systems with the new meter details, so it may just be that we’re yet to update the details on the online account or app.
Please keep us posted.
I'm in similar situation, had smart meter installed in October and I still can't see account details or usage ony account..it is now January and winter bills are always larger but I have no idea what I am using. In home display was not reliable as I have solar panels and it doesn't know when power is produced by panels so counts wrong. All previous data and bills has been wiped and my online account is showing a large credit which I have no idea where that came from..really frustrating as was forced by OVO to move from THTC..I've emailed and get no response.
+5Your IHD should not be affected by solar panels as it links directly to your meter and therefore only reports grid usage.
Hey
Sorry to hear about this.
I’m glad to see BPLightlog already stopped by with some advice for you. The following topic may also be helpful:
As we don’t have access to accounts here at the Forum we wouldn’t be able to see what might be causing the issues surrounding the account details. It’ll be best to reach out to the Support Team so they can take a look into this for you.
Let us know how you get on.
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
