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

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.