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

I'm at the point of giving up. Gas meter was sending smart readings to OVO for 3 days, and the electric meter started sending readings (including historical from the date it was installed) on Monday. Now, neither meter is actually sending anything to my account. The electric readings are estimated and the gas readings just stop dead on 30th July. Think I'll just wait the 6 weeks, not bother sending any readings unless they grossly overestimate, then get them out to fix this mess.

I have a feeling that even if the readings issue is connected to them not being fully commissioned yet, the IHD not even finding the HAN is another issue. I'd have thought it would at least connect then display no information, not just sit there with only a gas symbol telling me "connection lost". It's a local area network for crying out loud. The fact it was always a weak signal anywhere in the house, and almost non-existent in the places where it's actually worthwhile putting the IHD, pushes me towards a comm hub issue. But time will tell.

@BPLightlog Re the Ivie. They told me to do a full reset again, they'd done something at their end to uncouple it and it was as new again. Done that and it's now stuck at "joining smart meter network" and not getting any further. I now genuinely believe the meters aren't broadcasting the HAN. But it seems they don't want to do anything about it. Shame there's no way to check if there's a HAN being broadcast but it's obviously a hidden SSID I guess.

Supplied IHD still won't connect either. Meters showing the right serial numbers on my account but no readings going in. Heck, they're not even estimating my gas readings. Can't send manual ones cos the account says "your meters are sending us readings". Gonna be a cheap few months for energy then.

It’s not standard Wi-Fi so you can’t see the signal, except via the IHD and meter itself

Presumably you’ve checked for any auto readings on your account. 

@BPLightlog I have. Both show smart readings up to 30th July then nothing since. The electric has some estimated readings since but the gas doesn't (as per pics)

Yeah, I get that with the HAN WiFi. Just a shame there's nothing that can at least check for the signal to save trying (and it's very trying) to book an engineer appointment with no information.

I've done as suggested in the previous page now and raised a complaint. Can't hurt I guess.

Mine do drop out for a day or two sometimes. Is it the Aclara meter they’ve installed? If so, there should be a HAN signal level displayed on the meter 

The manual for the 1400 series is here https://www.manualslib.com/manual/2066820/Aclara-Sgm1400-Series.html?page=20#manual

Hey @Turnip 

Sorry to hear this.

The smart meter can take up to 6 weeks from the exchange date before it's set up properly and communicating with us in the way it should, so we’d advise you sit tight until this time has passed and it should be set up correctly on the online account before those 6 weeks are up.

You’ll only need to read the meter once a month at the most just to keep your bills as accurate as possible while we wait for the smart meters to communicate properly. You may be eligible for our Priority Services Register, which would open up the opportunity to have a meter reader come regularly to read the meter for free. You can fill out the online form here, and get in touch with the Support Team to arrange the reading appointments.

BPLightlog wrote:

Mine do drop out for a day or two sometimes. Is it the Aclara meter they’ve installed? If so, there should be a HAN signal level displayed on the meter 

The manual for the 1400 series is here https://www.manualslib.com/manual/2066820/Aclara-Sgm1400-Series.html?page=20#manual

It's showing a full strength HAN signal weirdly but absolutely nothing will connect. Not the Ivie not the supplied Chameleon (still grumpy it's a 3 generation old one but hey ho). The fact that both connected for about 48-72 hours then dropped off simultaneously still strikes me as odd and suspicious. And again, in the house the signal on the IHDs was barely 30-40% going off their indicators. The old S1 had 100% on the IHD even in the kitchen at the other end of the house.

Something is wrong somewhere, it's just what and where 🤷🤷

I went on supply with OVO (from Shell) on 13th of April.  Meter worked fine with Shell since it was installed in December.  Since 13th April I have ONLY TWO DAYS worth of readings bizarrely the 16th, 17th and about 1h worth of readings on the 18th May.  nothing before nothing since! Loop has been working fine since December, getting somewhat cheesed off about this now have done 3 chats and the issue still isn’t resolved, grrrrrrrr

I had a Smart Meter installed several days ago. How long does it take for the readings to show up on OVO App.  The app is still telling me I need to send meter readings every month and the historic meter readings do not show the final reading of old meter (should I submit this on app ??)

Hi @DuncanL ,

It can take up to five working days before the engineers report is processed - the final reading from the old meter will be uploaded from that just before the meters get swapped on the account.

If it’s been more than that, let Support know! https://ovoenergy.com/help 

Thanks for quick reply.  It's only been a couple of days so I will wait to see what happens.  

Hey @DuncanL,

Brilliant news on your new smart meter!

The following topic may be helpful to you:

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.

You’ll now be able to make use of our Energy Tracker and Power Move!

• Top tips and tricks with OVO Energy Tracker Tutorial

• We're opening up Power Move to all eligible OVO customers News

Seems a bit strange.  The installation engineer notes the final meeting reading of old meter but the information takes six weeks to get to OVO !  I could tell them the final reading today via the App if things are that slow.

Hey @DuncanL,

It’s a maximum timeframe of 6 weeks, some customers will see usage on the online account right away.

We wait for the engineering report, we then need to update our billing system with the new meter details and final bill the account to the removal meter reading. We also need to update the national database of the meter exchange so that they have the new details on file. So the whole process requires the use and co-operation of third parties. 

Hi all

Had a ‘smart’ meter installed about 3 weeks ago to try and made things easier

Made about 5 top up and one have gone on and I then spend hours on the hours trying to get them added. (been a nightmare)

My question is simply  ‘what more can I do’?

Thanks

Tiggy

It takes up to six weeks for the commissioning to run.

Try https://smart-meter-help.ovoenergy.com though. It might help you diagnose the issue.

If you’re struggling with PAYG however, it may be more appropriate to switch over to Pay Monthly instead.

Hi

Thanks for your reply. 

What do you mean " it can take 6 weeks for commissioning.... does that mean I can't top up on line ???

Is this normal?

Thanks 

Tiggy 

You should still top-up as normal. The UTRN codes on the receipts will let you force it through manually directly on the Meter/IHD if needed.

Thanks for the reply.

I spent all morning entering it manually  and it still didn't work :(

What more can l do ?

Thanks 

Tiggy 

Morning,

Just wondered roughly how long it takes before a replacement meter shows up on my account.  My faulty day time meter was replaced on Monday and I’m hoping my account details will be updated with the new meter number before my next billing period on the 14th.

Up to six weeks for a full update

So when I stick my meter readings in on the 14th, I will just insert the THTC meter and leave the other one blank?

Nope. If the meter has been replaced recently, please don’t enter any readings until the meter details are fully updated. The Engineers Report will be used to fill in the blanks

Hi @Tiggy777 

Sorry to hear about the issues you’ve been having.

You can contact the Support Team for some help with this. They’ll be able to assist with these, as we don’t have access to accounts on the Forum.

Thanks for the various replies 

I contacted the Support Team and it was a nightmare spent 90 minutes in chat going around and around in circles.  They finally cut me off and closed the chat and l reconnected at number 87 in the queue so after 5 hours of trying to resolve l then gave up for the day :(