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Visoflex
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October 18, 2021
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I've just had new smart meters installed - Why can't I see this and my usage data reflected on my account?

  • October 18, 2021
  • 71 replies
  • 6472 views

My new SMETS 2 meters were installed in mid September.  Since then, there has been no change in my account page.  The last entry there was that my electricity and gas were to be supplied from 5 May.  

My smart gas meter does not appear to be sending any data, I’m only getting a feed from the electricity meter.

I would like an idea of my usage, given the state of the fuel industry at the moment, I would at least like to have an idea if I will be in for some nasty surprises downstream.

 

    Best answer by Jess_OVO

    Updated on 14/08/26 by Abby_OVO

     

    Great to see you’ve already met our community volunteer and smart meter trouble-shooter, @Blastoise186.

     

     

    Thanks for the question, this does sound a little strange and I would have expected your gas meter to have started sending in readings by now.

     

    Just wanted to step in here to clarify this point. As you mentioned your smart meters were installed in mid-September we’d generally advise that 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). If you don’t see any change after that 6 week deadline, please do get in touch with our Support Team for assistance.

     

    There’s more info on the following similar topic too:

     

     

    Do keep us updated as we’re always happy to help and offer advice here where we can. :slight_smile:

     

    OVO member but haven't got a smart meter yet? - Book today! 

     

    Interested but not yet an OVO member? - Check out our plans!

    71 replies

    Show previous replies
    H
    Rank 4
    Hallokath
    Rank 4
    May 21, 2025

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

    Nukecad
    Super User
    NukecadSuper User
    Super User
    May 22, 2025

    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.
     

    I said, Hey - Watts going on.
    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    May 22, 2025

    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:
     

    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.
     

     

    Renewable Energy? Big Fan.
    H
    Rank 4
    Hallokath
    Rank 4
    May 22, 2025

    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?

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    May 22, 2025

    HI ​@Hallokath ,

    Are you Pay Monthly or Pay As You Go?

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    H
    Rank 4
    Hallokath
    Rank 4
    May 22, 2025

    Pay monthy

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    May 22, 2025

    Ok, then which app were you trying to use?

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    H
    Rank 4
    Hallokath
    Rank 4
    May 22, 2025

    Ovo energy app

    Nukecad
    Super User
    NukecadSuper User
    Super User
    May 22, 2025

    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?

    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.

    I said, Hey - Watts going on.
    H
    Rank 4
    Hallokath
    Rank 4
    May 22, 2025

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

    Show more replies
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    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd