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

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.?