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

Can’t log into the ovo app even though I have a ovo account.

Could you be a bit more specific of where the problem is?

Firstly is this the OVO Energy App (beyond) or the OVO Top-Up App?

Presumably you have sucessfully downloaded the App from the Google store;
so is it not letting you register, or have you registered and it’s not letting you login?

If you have registered then have you set it up to use a biometric login (fingerprint)?

Note that if you are using an email address as your login then it has to be the same email as registered on your account.
 

Hey ​@Hallokath,

I’m sorry for the issues you’re having,

The following questions might be able to help us in giving you the most accurate advice:
 

Every time i try and login it says app does not surport the meter, just had new meter fitted yesterday.  Before i had tge smart meter i logged in thou the ovo portal?

HI ​@Hallokath ,

Are you Pay Monthly or Pay As You Go?

Pay monthy

Ok, then which app were you trying to use?

Ovo energy app

I assume from what you say there that the previous meter was not ‘smart’.

It may just be a question of waiting a while for the change to a new meter to be updated on the system.

You should still be able to login to the portal and go to ‘Meter Readings’ (on the left side menu) to see if the meter serial number has been updated there.

Yes the previous meter was not a smart meter and the meter readings are still showing old meter.

Ok then it’s probably just a case of waiting for the systems to be updated.

It’s not as simple as OVO just updating it, they are waiting too.
Updating the MSN is done on a national register so OVO have to request it and then wait for it to be completed.
Until that is done then the organisation that actually operates the smart meter network for all smart meters (DCC) can’t recognise it as belonging to your property.

We always warn that it can take up to 6-weeks to get everything working as it should be with a new smart meter install - but that’s if there is a problem and it’s it’s usually much quicker than that.

Thank for you advise, been a great help.

Hey ​@Hallokath 

Thank you for getting back to us 😊 Great to hear about your newly installed smart meters!

Nukecad is quite right, it takes a little while for us to update the national database & also our billing systems with details of the new meter. 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.

For a full lowdown on the checks we carry out following the engineer’s visit check out this great user-generated installation guide. Once these checks are complete you should see your usage data update on the ‘usage’ pages of your online account as well as on your In-Home Display (IHD). 

If it’s been over 6 weeks since the meters were installed and you’re still not seeing all the up-to-date meter details or usage info, reach out to our Support Team who can check what’s causing the delay. It might indicate a communication issue with the meters in which case we’d recommend carrying out a smart meter health check:

SMETS2 Smart Meter Health Check

You can also find some great troubleshooting information about smart meters on our website here.

Hope you see those meter details update ASAP - read more about the great benefits of going smart here! 
 

Pop back anytime!

I have downloaded the ovo energy app, but still won’t me log in say meter doesn’t surport meter.  Got a smart meter fitted last Tuesday, my online account is showing new meter and I don’t have logging in there but online app would let me log in.?

It usually takes up to six weeks for things like that to iron out after a meter swap. Try giving it more time!

​@Hallokath sorry to hear that this is still ongoing. 

​@Blastoise186 and ​@Nukecad are right in saying that it can take up to six weeks for the new meter details to be finalised, and for everything to be up and running, but I’m not sure that I’ve ever heard of your particular issue before. Are you certain that the new meter is showing on your online account? You can check this by clicking on ‘Meter readings’, and you’ll then see the meter serial number, which you can check against the new meter itself:

If the meter serial number shown here matches your new meter, please could you try the following steps:

Step 1: Set a new password for the online account

• Please visit https://my.ovoenergy.com/login
• If you are automatically logged in, please press ‘Logout’ on the top right hand corner of the screen
• On the login page, click ‘Set up account’
• Enter your email address when prompted - you’ll be sent an email containing a link to set a new password
• Once you’ve set a new password, you’ll be logged into the online account again

Step 2: Delete and reinstall the OVO app

• Delete your history, cache and cookies on your mobile device
• Delete the OVO app from your mobile device
• Download the app again here: https://www.ovoenergy.com/ovo-app
• On the app login page enter the same email and password you have just recently set up during ‘step 1’.
• You should then hopefully be logged into the OVO app.

If this doesn’t work, and you get the same issue, please send us a screenshot of the error message you see on the app login screen (remember to blur out or erase your email address if it’s shown in the screenshot).

I had a new gas and electric meter put in yesterday and ihd 

but the ihd saying connection lost when right next to electric meter 

my online app showing no credit but there was credit on my old meters before swopped over to new ones

Howdy ​@Anthony mcdermid ,

Let’s see…

For the IHD, ask OVO Support to run the XJoin command - that usually fixes this one! If needed, get them to pair your IHD again - one of these methods usually solves it. :)

As for the credit? You’ll get that migrated over to the new meters in a few weeks - it may take up to six weeks but you WILL get that back.

Hey ​@Anthony mcdermid 

Sorry to hear you’re having some trouble, though I am glad to see Blastoise186 has already stopped by with some really helpful advice here.

It can take up to 6 weeks for the connection from the meter to settle down, so the connection to the IHD could dip in and out for a few weeks. You could contact the Support Team to double check the IHD has been connected. If you’re still having issues after the 6 weeks since the exchange mark, then please do reach back out to the Support Team so they can look to get any issues fixed. 

I hope this helped, so let us know if you have any other issues.

My new meter installed after my first Smart Meter ( not sending info) was removed because it was for a different area? New meter is showing 2 usage amounts for Peak and off peak, but OVO website , my account says could I SEND MANUAL READINGS, but I can only send 1 reading, the Total of peak and off peak, will this be sorted out after the ‘ 6 week ‘ suggested connecting settle in period.?

On a multi tariff meter it is likely there are a number of readings that can be cycled through. The idle display will ususally show the total usage. Press one of the buttons on the meter and you should see the usage for peak and off-peak followed by the total reading.

Most probably, yes. It’s a frustrating period, the interim between the day a meter exchange takes place and the day everything is finally in place, but there’s very little anyone can do about it.

Can you see any readings from the new meter on the reading history page? What about usage data - are they getting through yet?

Have you tried submitting readings on the OVO Energy app? The app seems to be a bit better at this aspect of account management than the website.

Hey ​@Bobscott 

It sounds like your account is only letting you submit one reading but you actually have two to submit?

It’s possible that the old meter details haven’t been updated yet and so it’s not asking you submit the correct information. This should be corrected and settle within the 6 weeks as you mentioned. 

Firedog asked some good questions above, it would be good to know about the reading data on the account and if any of that is showing, as well as knowing if you’ve also tried on the app?

If you could let us know some of those details that’d also be really helpful.

I’m sorry for my late reply. Up date, my IHD is now receiving info from my Smart Meter, daily usage, hourly cost, Date, total kWh since New meter was installed. However Using blue button on S Meter I can see usage on peak and off peak amounts and what I think is Total cost probably including daily charge and VAT,  But as yet neither the OVO web page/Portal or OVO app has Daily or weekly Actual usage showing, so on the 7th. Dec I’ll have to send manual reading to OVO, my last check not actually sent, doesn’t show the ability to send 2 readings, 1 for Peak and 2 for off peak, do Istill have to wait for theSMeter to connect to OVO?

Morning ​@Bobscott, I hope you’re well.

That’s good news about the meters and IHD working. This means your billing should now be accurate to your new smart meter readings.

The most common cause of missing online / app usage data is the reading schedule of the smart meter being set to monthly, instead of daily or half-hourly. To get complete usage data online, you’ll need the smart meter set up to provide half-hourly readings. You can check this yourself following the guide below:

If you follow this guide, and the reading schedule isn’t the problem, the the missing usage will be a purely cosmetic issue caused by the meter details on your account needing slight updates / old meter details needing to be removed etc. This is something that you’ll need to get in contact with our Support Team about. They may need to raise the issue to our Tech team, to fix.

It can take up to six weeks for us to update new meter details, and for the ‘Usage’ pages of your app / online account to work accordingly. If six weeks have passed already, you can raise the missing usage issue as a complaint.

Please keep us updated as to how you get on - I hope this is fixed for you soon 🤞.