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


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, @Blastoise186.

 

Blastoise186 wrote:

 

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 @Blastoise186  will be able to offer a slightly more technical explanation if you’re still noticing the same communication difficulties in a few weeks time.

 

Do keep us updated as we’re always happy to help and offer advice here where we can. :slight_smile:

 

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181 replies

Jess_OVO
Retired Moderator
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  • Answer
  • October 19, 2021

Updated on 07/02/25 by Emmanuelle_OVO:

 

Great to see you’ve already met our community volunteer and smart meter trouble-shooter, @Blastoise186.

 

Blastoise186 wrote:

 

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 @Blastoise186  will be able to offer a slightly more technical explanation if you’re still noticing the same communication difficulties in a few weeks time.

 

Do keep us updated as we’re always happy to help and offer advice here where we can. :slight_smile:

 


  • Carbon Cutter**
  • 28 replies
  • November 25, 2022

i have just had smart metres fitted when on my account i noticed the reading was 27714 units more than it should be then noticed that its the wrong metre number ovo has used been on chat as usual no joy they want pictures sent why should it always be the customer who has to prove everything the fitter must have taken about 40 pictures  how can it be so wrong and nobody wants to fix the mistake


Blastoise186
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  • November 25, 2022

I believe it’s done this was as it’s the fastest way for OVO to get the information they need. If you rely on the engineers report, you could be waiting a long time.


  • Carbon Cutter**
  • 28 replies
  • November 25, 2022

yes but its not the first time this sort of thing has happened and people getting huge bills  and rises in direct debits if your not on the ball someone at ovo must be able to see that my account has two different metre numbers on the same accout


Blastoise186
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  • November 25, 2022

They probably can, but OVO can’t physically see which meter is actually installed right now which is why they need photos of the current one to help figure it out.


  • Carbon Cutter**
  • 28 replies
  • November 25, 2022

that is the problem what about the older people who can not send pictures of metres i think ovo is getting too much wrong too often and nobody takes responsibility for mistakes


Blastoise186
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  • November 25, 2022

There are alternative options available for those cases, including engineer visits if needs be. However, the fastest option for anyone able to do, is to send the photos in yourself.

If you’re still not happy, your only option is https://ovoenergy.com/feedback .


  • Carbon Cutter**
  • 28 replies
  • November 25, 2022

sorry still can not agree its an ovo mistake they should fix it i should not have to chase them up


Emmanuelle_OVO
Community Manager
  • Community Manager
  • 2562 replies
  • November 28, 2022

Hey @taxijim33,

 

Sorry about the issues you’re having.

 

You could raise a complaint and as the resolution request someone to come and take a photo of the meter. This is a job we can offer, we’d usually offer this to customers who don’t have the facilities to take a photo of the meter themselves.

 

Hope this helps. 


  • Carbon Cutter**
  • 28 replies
  • November 28, 2022

who do i raise a complaint with


Blastoise186
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As mentioned, it’d be via the options at https://ovoenergy.com/feedback 


  • Carbon Cutter*
  • 3 replies
  • December 7, 2022

Still waiting for anyone at OVO to address my meter problems which were reported 3rd October.

Customer service seems to be very haphazard in terms of any recognisable processes and also meaningful communication is in woefully short supply. 

Still very frustrated with the time I have had to spend trying deal with OVO regarding this issue.


Tim_OVO
Community Manager
  • Community Manager
  • 1878 replies
  • December 8, 2022

Sorry to hear how it’s been going, @Khd888 

 

If this has been raised with us, I’d recommend hanging tight to give us a chance to get this worked. I am aware of exceptionally large contact volumes over the last few weeks and months. We have one last lever to pull if we’ve failed to deliver but as it stands I’m not sure we can add anything if it’s already been raised to the right team. Can we pick this up over a typically quieter period later in December? You can message me directly if you don’t get an update inbetween... 


  • Carbon Cutter*
  • 3 replies
  • February 13, 2023

Hi,

 I had gas and electric smart meters fitted on 03/02/23, which appear to be working ok. How long should it take for my account to be updated with the new meter information as it still shows the old meters on my OVO online account?.

 

Thanks


  • New Member***
  • 1 reply
  • February 13, 2023

I believe it can take up to 6 weeks before your account is updated. My smart meters took around 2 weeks before my account was updated. 


Blastoise186
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  • February 13, 2023

Yup, that’s right. Should be done within six to eight weeks. If it’s not done by then, please let Support know.


  • Carbon Cutter*
  • 3 replies
  • February 21, 2023

Took 3 months for me.

Don't waste your time with contacting customer support over this, it is futile.

I spent hours on the phone and in chat support and found the whole experience very frustrating.

If the response from them was merely useless that wouldn't be so bad, they seem to go out of their way to be constructively misleading and inconsistent.

Just put up with the wait and spend your time on something more useful.

 


Jeffus
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  • February 21, 2023

It is interesting how different suppliers quote very different timescales and appear to take very different times for activities. 

Octopus for example are very explicit and say 14 days to see meter readings in your account or contact them. 

https://octopus.energy/blog/smart-meter-installation/#:~:text=Once%20you've%20had%20your,these%20can%20slow%20things%20down).

When i contacted them they said that was correct. 

I wonder if OVO do anything differently internally that that means it takes longer. 

I am often curious about the different times quoted for the same basic activity from different suppliers. 

I was lucky, somehow i started seeing readings the next day with OVO as i posted on the forum which regulars were amazed about. 

 


  • Carbon Cutter**
  • 10 replies
  • February 27, 2023

Due to gas leak we  had meter changed  today  gave meter reading  and made mistake instead 0498  I put 4980 and plus  electricity reading as well  I shocked to find that we owe £3130.25 a months bill

 


BPLightlog
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  • February 27, 2023

Presumably the engineer also took the reading? Can you update it on your account?


  • Carbon Cutter**
  • 10 replies
  • February 27, 2023

I not sure  if took a reading  it was emergency call due to gas smell 


BPLightlog
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  • February 27, 2023
BlueBox wrote:

I not sure  if took a reading  it was emergency call due to gas smell 

When a meter is changed, they normally leave a note of the previous meter (often on a yellow label) and the last reading 


  • Carbon Cutter**
  • 10 replies
  • February 27, 2023

The call out about 2am morning  let's hope correct gas reading makes big difference  as going call them in morning 


Blastoise186
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  • February 28, 2023

You’ll probably need to get Support to fix this. However, if you did the reading at say 2AM today you have until Midnight tonight to fix it.


  • Carbon Cutter**
  • 10 replies
  • February 28, 2023

God knows where call centres  are Communication was very bad  was  told  someone will contact within 48hrs 

Does  anyone have contact details to speak to someone in the  uk 


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