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Daily, weekly and monthly usage cost data is missing from online account and app?


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Since the beginning of the month I have been unable to see my usage cost data on my account page. Kwh is fine and the in home monitor is working fine. Is it just me or is there a general problem?

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Best answer by Jeffus 9 August 2022, 12:30

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This has happened to me too. I can’t see costing only kw usage since last week of July. I thought it was because I’d accidentally signed up to a fixe rate and had cancelled this. Anyone else having issues? 

Userlevel 7
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Hi @Nipersmum , @dawnie_lou

Is it the same on the app and the website?

Is it the same on Daily, Monthly, Yearly tab?

Is it the same for gas and electric? 

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Hi Jeffus

I don’t have gas.

Website and app will only give monthly costs until April and no daily costs at all. Website only gives a message saying ‘Looks like we coudn’t find some of your usage data’

Any ideas? There is a message on my home page about having trouble showing my usage data please try later but this has gone on for days now and no movement. The in-home dispay is working fine and gives our daily total (including standing charge and VAT) without any trouble, so the data is around!

Hello.

Yes it’s the same on both the App and website.

Same for daily, monthly and yearly. It is showing kw/he but not coatings on any of it, and this is from 23/07.

I only have electricity, not gas.

Thanks 

Dawn

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Hi @Nipersmum , @dawnie_lou

Are the unit rates for your plan correct on this page?

https://account.ovoenergy.com/plan

My account isn’t showing a plan at the moment. I accidentally clicked on a fixed rate which I didn’t want so have cancelled it to return to standard rate.

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Hi Jeffus

Yes, like millions of others we are on the Simpler Energy plan so as far as I can tell they are correct.

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My account isn’t showing a plan at the moment. I accidentally clicked on a fixed rate which I didn’t want so have cancelled it to return to standard rate.

Worth contacting the OVO Support Team then and ask them when the variable plan will appear on your account. 

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Hi Jeffus

Yes, like millions of others we are on the Simpler Energy plan so as far as I can tell they are correct.

https://account.ovoenergy.com/meter-readings/history/electricity

https://account.ovoenergy.com/meter-readings/history/gas

Check you are seeing daily smart readings every day. 

Should say (Smart) against each reading

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Yes, all readings are there and all smart…

Thanks

Lesley

Will be out for a while this morning but will catch up later!

 

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Yes, all readings are there and all smart…

Thanks

Lesley

Will be out for a while this morning but will catch up later!

 

Are your bills updating in the current billing period using the smart meter readings from the meter readings page? 

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Yes

Mine is the same.  No daily costs since August. Haven’t changed anything. Noticed a statement buried in the app saying daily costs aren’t available and they are hoping to introduce this feature ??  Clearly a bug, but trying to reach Ovo is hopeless. 

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Are the unit rates for your plan correct on this page?

https://account.ovoenergy.com/plan

 

https://account.ovoenergy.com/meter-readings/history/electricity

https://account.ovoenergy.com/meter-readings/history/gas

Check you are seeing daily smart readings every day. 

Should say (Smart) against each reading

 

Mine is the same.  No daily costs since August. Haven’t changed anything. Noticed a statement buried in the app saying daily costs aren’t available and they are hoping to introduce this feature ??  Clearly a bug, but trying to reach Ovo is hopeless. 

 

I don't work for OVO. 

On the daily tab the 30 min or hourly breakdown is in kWh for both gas and electricity.  There isn't an option for 30min or 1hr costs. It has been raised as something to perhaps change in the future. It would be useful to have. Some of the downsides are:

- sometimes the 30min/hourly data is missing for a few hours, nothing to do with OVO, for example if meters are in an area the signal isn't great. 

- the 30min/hourly readings are not added up to make the daily reading. Smart meters send a separate daily reading. The daily reading is what drives your bills on regular tariff. 

It is the same on the app and website. 

There is a slight difference on the app in that the daily tab does have cost total for the day (ex VAT and ex standing charge) as well as the 30min or 1 hour kWh breakdown.  

This may be different depending on what billing platform you are on and what version of the app you are on. 

There is an Idea you can vote for if you are interested in having the 30min/1 hourly costs. 

 

Mine is not an issue with 30 minute readings but rather that no daily costs are notated any more. This is since 1 August. 

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Mine is not an issue with 30 minute readings but rather that no daily costs are notated any more. This is since 1 August. 

Appreciate that, I was only posting for interest. People are seeing a variety of issues. I should say again i don't work for OVO, a few of us post if we think we may be able to help, but often it is just background info. 

Your issue you can't see the daily costs on the monthly tab is different. 

If you are seeing daily (smart) readings on these pages then OVO is getting the daily data, just not converting it to cost. 

https://account.ovoenergy.com/meter-readings/history/electricity

https://account.ovoenergy.com/meter-readings/history/electricity

Some people only see monthly readings on these pages or lots of estimates, 

I doubt i can suggest much else but feel free to ask if you think i or anyone else can. 

Does anyone know if they have sorted out the problem of adding the cost element to the daily readings? Only I am still only showing the usage stats.

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Does anyone know if they have sorted out the problem of adding the cost element to the daily readings? Only I am still only showing the usage stats.

Vote for this @Community K ?

 

Userlevel 5

Hey @esmeweatherwax,

 

Welcome to the OVO Online Community.

 

Mine is not an issue with 30 minute readings but rather that no daily costs are notated any more. This is since 1 August. 

 

If you are seeing daily (smart) readings on these pages then OVO is getting the daily data, just not converting it to cost. 

https://account.ovoenergy.com/meter-readings/history/electricity

https://account.ovoenergy.com/meter-readings/history/electricity

Some people only see monthly readings on these pages or lots of estimates, 

I doubt i can suggest much else but feel free to ask if you think i or anyone else can. 

 

Are your meters set to daily or half hourly readings? Are we communicating regularly with your smart meters?

 

We have a great guide you might find helpful:

 

 

Hope this helps. 

I also had problems with getting half-hourly readings on the App. I’ve had regular updates on readings on the App (and online since 2014) up to the 12th October (they suddenly stopped after the 00:00 and 00:30 readings) and strangely the whole day’s data for the 19th October. I spoke to someone on the helpline who got an engineer to contact me via email with about a dozen questions asking me to press various buttons on the meters and mobile phone signal strength (very strong) etc. After a few days the data back filled between the 12th and the 19th but no more data since.

 

The App has very recently got worse in that you can no longer change the year, month or day (the sideways arrows linking to the adjacent data sets have gone missing) whereas you can still do this online. To me this suggests (along with other comments) there isn’t an issue with collecting the data it’s more about the ability to get the detailed data to the user and also downgrading the functionality of the App.

Userlevel 7
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I also had problems with getting half-hourly readings on the App. I’ve had regular updates on readings on the App (and online since 2014) up to the 12th October (they suddenly stopped after the 00:00 and 00:30 readings) and strangely the whole day’s data for the 19th October. I spoke to someone on the helpline who got an engineer to contact me via email with about a dozen questions asking me to press various buttons on the meters and mobile phone signal strength (very strong) etc. After a few days the data back filled between the 12th and the 19th but no more data since.

 

The App has very recently got worse in that you can no longer change the year, month or day (the sideways arrows linking to the adjacent data sets have gone missing) whereas you can still do this online. To me this suggests (along with other comments) there isn’t an issue with collecting the data it’s more about the ability to get the detailed data to the user and also downgrading the functionality of the App.

@Peter E i see the same missing arrows on the App. I have flagged to the OVO moderators with screen shots etc. 

My usage data is fine. 

You may already know this, one way to check if it just an ovo issue for you is to download one of the the 3rd party apps. For example

https://loop.homes/

https://hugoenergyapp.co.uk/

https://www.glowmarkt.com/

All the apps are free

Your meter needs to be on the DCC

https://www.smartdcc.co.uk/

You can check that here

https://smartmetercheck.citizensadvice.org.uk/

 

Thank you for the links to the various resources. Very helpful. Cheers!

I just tried the smartmetercheck and my meter is a first generation SMETS1 and not connected to this network. Worth trying though.

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I just tried the smartmetercheck and my meter is a first generation SMETS1 and not connected to this network. Worth trying though.

@Peter E 

The current plan is for the software in the SMETS1 meters to be upgraded by the end of 2022.

Any that are not upgraded are then going to be replaced by suppliers like OVO, hopefully by the end of 2023.

Userlevel 1

Mine monthly readings disappeared and I am not on a smart meter, the gas stay the electric went.

 

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