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

I went on supply with OVO (from Shell) on 13th of April.  Meter worked fine with Shell since it was installed in December.  Since 13th April I have ONLY TWO DAYS worth of readings bizarrely the 16th, 17th and about 1h worth of readings on the 18th May.  nothing before nothing since! Loop has been working fine since December, getting somewhat cheesed off about this now have done 3 chats and the issue still isn’t resolved, grrrrrrrr

I had a Smart Meter installed several days ago. How long does it take for the readings to show up on OVO App.  The app is still telling me I need to send meter readings every month and the historic meter readings do not show the final reading of old meter (should I submit this on app ??)

Hi @DuncanL ,

It can take up to five working days before the engineers report is processed - the final reading from the old meter will be uploaded from that just before the meters get swapped on the account.

If it’s been more than that, let Support know! https://ovoenergy.com/help 

Thanks for quick reply.  It's only been a couple of days so I will wait to see what happens.  

Hey @DuncanL,

Brilliant news on your new smart meter!

The following topic may be helpful to you:

If your meters have just been fitted you may not see this reflected on your online account straight away, we usually advise it can take up to 6 weeks from the date the meters were replaced. This is due to the fact that we need to confirm the final meter readings from your old meters before we can amend the details and start billing you on the readings received automatically from your sparkling new smart meters. You might notice a pause to your usual monthly billing during this time too.

You’ll now be able to make use of our Energy Tracker and Power Move!

Seems a bit strange.  The installation engineer notes the final meeting reading of old meter but the information takes six weeks to get to OVO !  I could tell them the final reading today via the App if things are that slow.

Hey @DuncanL,

It’s a maximum timeframe of 6 weeks, some customers will see usage on the online account right away.

We wait for the engineering report, we then need to update our billing system with the new meter details and final bill the account to the removal meter reading. We also need to update the national database of the meter exchange so that they have the new details on file. So the whole process requires the use and co-operation of third parties. 

Hi all

Had a ‘smart’ meter installed about 3 weeks ago to try and made things easier

Made about 5 top up and one have gone on and I then spend hours on the hours trying to get them added. (been a nightmare)

My question is simply  ‘what more can I do’?

Thanks

Tiggy

It takes up to six weeks for the commissioning to run.

Try https://smart-meter-help.ovoenergy.com though. It might help you diagnose the issue.

If you’re struggling with PAYG however, it may be more appropriate to switch over to Pay Monthly instead.