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

Starting to look like I may have had a faulty meter installed then I guess. Been without smart readings now since the beginning of June one way or another. Even if we ignore the HAN issue which was barely registering when it WAS working, it still strikes me as odd that since all Comms go via the electric meter that the gas registered on the DCC and started supplying readings within 2 days but now we're on day 5 and still nothing from the electric. I'd honestly have thought the electric would register before the gas 🤷🤷

Are both IHD’s disconnected still? 
It may well be that your scenario is correct and they both need an update 

I was meaning some intervention but sounds like you’re on to it. 
Fingers crossed 🤞🏼 

Hey @GrumpyTrucker,

I’m sorry to hear this,

My advice would be if you’re unhappy with the timeframe given by our Support Team there is always the option to raise a complaint, this may speed things up.

In the meantime if your meters are communicating you can view your usage online:

Just seems a big faff to get sorted. The S1 meters were up and running in 48 hours with the IHD showing current data after an hour. I just find it weird that as far as the IHD is concerned it's like the HAN doesn't exist and I only have a gas meter. And for both the Chameleon and Ivie to lose connection at exactly the same moment just rings odd to me.

Now, after your advice to get one, i am i still having trouble, i cant even get my repeater reader to conect after 6 days  then finding out it was not set up to send econ 7 readings!  I have been  spending most of the mornings onto ovo and being told wait 24hrs and it will work! I have now hurt myself trying to get readings from my meter as it is harder to read than the old one, 

So my question is has anyone else had this problem? This is not what they show when advertising these , and as i have an ongoing dispute since last april 2022! I still have no way of proof!

@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.

@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.

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.

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

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 

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!

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.