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

Believe me I got onto support as soon as the bill  came in, hence the photo’s and serial number checks.I hope your conversion  theory works.  Luckily I sent in a reading in on the day they changed the metre

Just thinking about this @Sally123 , you can keep check on your gas usage by keeping a note of the meter readings until it all gets sorted. 
Not that convenient I know but a short term solution 

Thanks for that but I have  prob, a disability that makes it really difficult to get down to the new meter. Ill just have to keep hassling them!!!!!!

Sally, you say you have received a bill. It would help us to work out what’s going on if you could post a photo or screenshot of it (after removing any sensitive details, if you wish). If you can see it online, that’s probably the easiest way to capture an image of it. 

If there has just been a silly mistake in generating the bill, there’s no need to be fearful of using gas. Just changing the meter won’t have had any effect on how much gas you’re being charged for, so it really sounds like an easily-remedied billing error.  

Did you get sorted in the end @Sally123 ?

Yes thank you a couple more on line chats and emails and it was sorted just before Christmas. 

Hi had smart meters replaced Monday 30 September but they are not working all I get is please send a reading however my indoor display seems to be working and showing daily usage any information appreciated 

Hi @Car1956 , it can take a few weeks for a new connection to sync properly. 
A manual reading is useful in the meantime to avoid estimates but your smart meter should begin to send readings before too long. Their systems can also take a while to update after a change

Thanks for reply will my internal display box be a correct reading of usage as it shows daily usage 

If you check what it says for your tariff rates (compared to your plan), it should be a reasonable guide but the IHD isn’t used for billing (only the meter readings) so it’s not something to fully rely on. 

Hey @Car1956 

Welcome to the forum.

I’m glad to see one of our volunteers has already stopped by to advise that is can take a little time following the smart meters being installed for all of the data to settle.

 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).

We’ve got a couple of topics that may also be helpful here:

If you’re still having issues after 6 weeks, feel free to pop back to the forum and we’ll advice on the next best step, but it should all settle in that time.

i had a smart meter installed today how long dose it take to activate i cant register on ovo energy app so i dont have an ovo id im going around in circles ive topped up using the ovo top up app ive put money on and nothing is showing on the meter even tho it has gone out of my bank account i never wanted the smart meter in the first place but had to after a power cut as the enginear said you dont replace the old meters someone help please,thankyou

Hi @Seanmcdonagh ,

If you’re PAYG you will NOT have a My OVO ID. You want https://ovoenergypayments.paypoint.com rather than https://my.ovoenergy.com .

Please call 0330 175 9669 and someone will help you get the credit transferred to the meters.

It should be all set up within six weeks.

ive rung the numbers and they dont understand what im, saying why am i in emergency credit when the powercut is not my fault ive topped up so what else am i susposed to do 

The alternatives are Live Chat via https://ovoenergy.com/help or OVO’s Social Media channels. One of those will probably do the trick

no its pointless but thanks

So what are you going to try?

Hey @Seanmcdonagh 

Sorry to hear about this. One of our volunteers Blastoise186 has left some really helpful advice here already. 

As we don’t have access to accounts here at the Forum we wouldn’t be able to sort these credits out. You’ll need to reach out to the Support Team to add these on.

Let us know how you get on.

I’ve changed from THTC to Economy 10 (by the fitting of a new smart meter) and this is reflected in my online account.  After installing the OVO app on my phone and logging in, it tells me ‘our app does not currently support complex meter setups’.  I know that THTC was considered ‘complex’ but is that really true of Economy 10?  It would be odd, I think, if only those with a single rate tariff could use the app.

Hey @andykelp 

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.

Your IHD should not be affected by solar panels as it links directly to your meter and therefore only reports grid usage. 

Hey ​@Ali82 

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.