Hi, my android OVO app hasn't shown any electricity usage/cost since 20th October. Gas is fine. I've checked my SMETS1 smart meter and it's blinking and pausing as it should, therefore sending data. AFAIK, I have the latest version of the app, 15.5.0.
Best answer by Jeffus
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Hey
Thanks for your response,
Are you able to send a screenshot of what you’re seeing on the Online Account?
Hey
Sorry for the issues you’re having,
I’ve already raised this internally to the product team with a link to this Forum thread. Unfortunately, we don’t access customer accounts on the Forum, but we do flag issues if they seem to be affecting a number of customer, as in this case.
Hey
Sorry for the issues you’re having,
I’ve already raised this internally to the product team with a link to this Forum thread. Unfortunately, we don’t access customer accounts on the Forum, but we do flag issues if they seem to be affecting a number of customer, as in this case.
The problem is that the issues keep changing.
+2
Thank you @jeffus, my meter was installed in 2018 so not on DCC. Checked online account and all readings are there, so just a problem with the android app. Will see if it sorts itself out over the next week.
What is on the Usage page isn't guaranteed to be the same as that on the Meter Reading page.
Android App
+2
Yep. Only checking as yours is definitely not the same issue that
+2
Hey
We’ve had this similar issue on the Forum:
But this seems to be affecting customers with first generation meters recently enrolled on the DCC:
See if the usage information comes back in a few days, if not, please keep us posted on this thread.
As
The customers in the link have had several years smart meter readings deleted from the Meter Reading page...they are in a dramatically worse position.
Yep. Only checking as yours is definitely not the same issue that
Daily usage is not showing on both online and android app although meter readings show on both. This is only happening to electric reaings. I cannot seem determine if my meter has been switched to DCC but that may be the problem if it has.
+2
Yep. Only checking as yours is definitely not the same issue that
Daily usage is not showing on both online and android app although meter readings show on both. This is only happening to electric reaings. I cannot seem determine if my meter has been switched to DCC but that may be the problem if it has.
Hey
Sorry your issues are still on-going,
If you haven’t already raised this to Support I'd advise doing so, they’ll be able to access your account. If you’ve contacted Support already and you are unhappy with the resolution provided, you can find out more about our complaint procedure on the website.
If I get any updates about this issue my end, I'll update this thread.
Hope this helps.
Hey
Sorry your issues are still on-going,
If you haven’t already raised this to Support I'd advise doing so, they’ll be able to access your account. If you’ve contacted Support already and you are unhappy with the resolution provided, you can find out more about our complaint procedure on the website.
If I get any updates about this issue my end, I'll update this thread.
Hope this helps.
Okay, thank you,
Hey
Thanks for your response,
I’d advise contacting Support and raising this issue, I’d advise asking them if you have recently been enrolled on the DCC, or if it’s been initiated. We’ve had an issue with a number of our customers who’ve recently been enrolled and we’ve raised this internally and it’s been raised to the DCC. It seems to be affecting third parties such as Bright as well.
If not, as
Keep us posted with how you get on.
I've decided to wait until January. Once all older electricity meters have been migrated the issue should be resolved. Here's hoping!
+2
I've decided to wait until January. Once all older electricity meters have been migrated the issue should be resolved. Here's hoping!
Fingers crossed.
In theory any meter that doesn't successfully migrate by the end of 2022 will then be replaced.
The official position on replacement is currently
If you have a meter that cannot be transferred to DCC then suppliers have to take all reasonable steps to replace your meter with a SMETS 2 meter by 31st December 2023
I've decided to wait until January. Once all older electricity meters have been migrated the issue should be resolved. Here's hoping!
Fingers crossed.
In theory any meter that doesn't successfully migrate by the end of 2022 will then be replaced.
The official position on replacement is currently
If you have a meter that cannot be transferred to DCC then suppliers have to take all reasonable steps to replace your meter with a SMETS 2 meter by 31st December 2023
Thanks,
That’s the end of 2023
That’s the end of 2023
Oh, oops. Thanks for pointing that out,
Quick update: I've managed to speak to an agent via WhatsApp. After taking a picture of my electricity meter and giving him the serial number, the agent looked into the issue, established that my account needs to be updated but that my meter is still sending readings. He advised me that he's referred the issue to the relevant department. It could take up to 45 days for the account to be updated. Now, we wait.
Also, my meters are probably too old for migration and will likely have to be replaced by the latest models.
+2
Quick uodate: I've managed to speak to an agent via WhatsApp. After taking a picture of my electricity meter and giving him the serial number. The agent looked into the issue, established that my account needs to be updated but that my meter is still sending reading. He advised me that he's referred the issue to the relevant department. It could take up to 45 days for the account to be updated. Now, we wait.
Also, my meters are probably too old for migration and will likely have to be replaced by the latest models.
Hi
At least we are all getting similar information now, I’ve sent pictures of my meters and serial numbers too and told to wait 47 working days ( I actually thought he said 4-7) anyway hope we all get sorted
Weyheyyy! The android app is showing electricity readings again!
Pleased for you, mines a bit more hit and miss
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