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

Thank you Ben for that advice, I’ll try to set the Half hour set up as It’ll be far more convient for the Readings to be sent automatically, but with the month end looming I might still have the problem of sending both the Peak an off peak reading through the Send manual reading function. I’ll wait at least 4 days to see if things change before trying the Suport people…

​@Bobscott hopefully there’s no issue with the meters themselves, and its a case of everything still needing to be set up correctly. You may find this guide helpful:

We have just had our meters changed to smart ones, however the app is asking for a new electric reading the gas is done ( date of meter change ) but the electric still has the old serial number and says reading to low please re read ( number lower as it’s a new meter) 

do I need to ring or does it take a while to change to the new system 

It does take a while, I wouldn't bother too much about sending a reading until the new snarr meter shows on your account.

Once it does then check it is set to half-hourly readings and you should be good.

You may need to send a few readings at first while things are getting sorted out.

You could ring support tomorrow and ask them too, remembering that they are always busy on Mondays.

Thanks just over thinking that they hadn’t registered the new meter will try and ring this week 

Hiya ​@Rosco2 and welcome to the OVO Forum! I hope you’re well and had a good weekend.

As ​@Nukecad has advised, you don’t need to worry here, and I’d say there’s no need to contact OVO at the moment.

To confirm, when a meter is changed, the new meter details must be passed to and from the wider Industry to ensure that everything is updated properly on your account, and the National Databases etc. This is an Industry standard process that can take up to six weeks. This means that, following a new meter install, it can take up to six weeks for the new meter details to be updated on your account, although it’s normally a lot quicker than this.

Don’t worry about calling in  you should see the new meter details on your account very soon. If it goes over six weeks from the appointment date and your account still shows your old meter(s), you’ll then need to contact our Support Team who’ll check what’s happened. Once the new meter details are updated everything is backdated and billed accordingly. 

It’ll be worth you checking out our Forum Library section on smart meters, as it includes some really helpful articles. You can find it here.

Once the new meter details are updated on your account, you’ll also have new, revamped Usage graphs online and on the app. To get the best data, you’ll need to ensure your new smart meter is set to provide half-hourly reads. The guides below will help you understand the usage graphs, and also how to make sure your smart meter reading schedule is set to half-hourly. Just to re-iterate - it can take up to six weeks for this all to become available.

I hope this helps, and let us know if you have any further questions!

Cheers!