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

Hi @GiantDaz ,

It takes up to six weeks for newly installed meters to fully commission. Your IHD will switch to PAYG Mode automatically along with the meters if that’s what you’re on.

Hey @GiantDaz,

Great to hear about your new smart meter installation! 

Blastoise has already given some helpful advice here, I just wanted to add the following topics which may be helpful to you:

• OVO SMETS2 (S2) Smart Meter installation - Member Guide Tutorial

• How to view your usage data on the OVO app Tutorial

Hi,

I've just had to have my smart meter replaced because the old one stopped working.

I can see that the new meter number is registered on my account, but it’s still (after about 2 weeks) showing as “Your electricity smart meter hasn't sent us any readings lately. “, so I’m having to update this manually.

When should I expect the automatic updates to be recognised by the billing system?

I’ve checked the meter to see if the little green LED for this function is operating, and it is.  I am electric only so the gas LED doesn't blink.

Hi @tim123 ,

It can take up to six weeks for everything to fully commission - try giving it a bit more time especially after one Smart Meter is swapped for another.

If it still doesn’t work after that, https://smart-meter-help.ovoenergy.com has your back.

Did you get an In House Display (IHD) with the new meter? If so, what type (a photo would help)? Is it showing anything?

If data are getting to the IHD, then the next check is whether they’re getting to the DCC. That’s easy to establish if you have an IHD.

If they’re getting to the DCC, the bottleneck is at OVO’s end.

yes, I have a new IHD (though I have to walk down the corridor for it to sync with my meter).  It’s an IHD6.  (The one with the laughably short battery life, even when it’s turned off.)

and when it is synced it tells me the current reading (that’s the number that I use to enter manually on the web page, as I’m disinclined to go down to the car park and unlock the meter cupboard to check there.)

I have no idea how to tell if readings are getting to the DCC.

thanks for your help

OK. The IHD has a unique identifier - a GUID - that isn’t published anywhere, so it can be used to tie you exclusively to the usage data that your meter is or isn’t sending to DCC. There are several companies that are able to access the data that DCC hold for their own purposes, and some of them make it possible for energy consumers to access their own data. I use n3rgy.com, part of SMS, the smart meter people. If n3rgy can access your usage data, so can OVO. Have a look - it’s pretty straightforward, once you’ve told the site I’m a consumer. You can then download whatever usage data DCC has for you.

That was usage data. Meter readings are a slightly different kettle of fish. I’m not quite sure how that works, but I think OVO poll your meter direct on a pre-determined schedule, which is either daily or monthly. At the moment, there’s no way of finding out which schedule you’re on without contacting Support and asking them. If you do this, I’d suggest that if it isn’t already, that you ask them to change it to half-hourly. There is some evidence to suggest that it’s automatically - and inexplicably - set to monthly after a meter exchange. This will prompt OVO to poll for both usage data and meter readings every morning, so you might see something sooner rather than later.

OK

I’m seeing no data downloaded just the headings, except for a single figure for standing charge - which matches the one that the IHD tells me, but is not the correct amount as per my contract (yes I know that the correct one will be used for billing)

As it’s not been in across a month end yet, I think I need to wait to see what happens at the end of the month to see if I am on these monthly reading, before following this up with OVO.

thanks for your help

I don’t think there’s any need to wait: Support should be able to see what the schedule is and change it even though other stuff is still going on. 

I cannot see any mention of my economy 7 night tarrif.  Day tarrif shows ok.

Hi @crispy , tariff shown on what? If you mean the IHD (in home display), the different tariffs don’t always show there. Things often take a while to get in sync after first fitting. 
If you mean your meter itself, it depends on the type. If you post a photo, someone might be able to help

Hey @crispy 

One of our volunteers has already asked an important question on this about whether you’re talking about the meter itself or the In-Home Display, let us know which one it is so we can help further.

We’ve got some really helpful topics on both so these may also be handy for you:

• OVO SMETS2 (S2) Smart Meter installation - Member Guide Tutorial

I think what’s probably happening here regardless of which piece of equipment you’re talking about, is that your meters are still in the commissioning process which can take up to six weeks to fully complete. During that time, things can be unstable and this is expected - especially with all the testing, config downloads and software/firmware updates being pulled down during the commissioning flow.

After the first six weeks, you should find the connection stabilises and becomes more reliable once it’s fully activated.

Hope this helps, let us know if you’ve got any other questions.

Hi had smart meters replaced Monday 30 September but they are not working all I get is please send a reading however my indoor display seems to be working and showing daily usage any information appreciated 

Hi @Car1956 , it can take a few weeks for a new connection to sync properly. 
A manual reading is useful in the meantime to avoid estimates but your smart meter should begin to send readings before too long. Their systems can also take a while to update after a change

Thanks for reply will my internal display box be a correct reading of usage as it shows daily usage 

If you check what it says for your tariff rates (compared to your plan), it should be a reasonable guide but the IHD isn’t used for billing (only the meter readings) so it’s not something to fully rely on. 

Hey @Car1956 

Welcome to the forum.

I’m glad to see one of our volunteers has already stopped by to advise that is can take a little time following the smart meters being installed for all of the data to settle.

 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).

We’ve got a couple of topics that may also be helpful here:

• Newly installed smart meter - How long until I see smart meter readings on my online account?

If you’re still having issues after 6 weeks, feel free to pop back to the forum and we’ll advice on the next best step, but it should all settle in that time.

i had a smart meter installed today how long dose it take to activate i cant register on ovo energy app so i dont have an ovo id im going around in circles ive topped up using the ovo top up app ive put money on and nothing is showing on the meter even tho it has gone out of my bank account i never wanted the smart meter in the first place but had to after a power cut as the enginear said you dont replace the old meters someone help please,thankyou

Hi @Seanmcdonagh ,

If you’re PAYG you will NOT have a My OVO ID. You want https://ovoenergypayments.paypoint.com rather than https://my.ovoenergy.com .

Please call 0330 175 9669 and someone will help you get the credit transferred to the meters.

It should be all set up within six weeks.

ive rung the numbers and they dont understand what im, saying why am i in emergency credit when the powercut is not my fault ive topped up so what else am i susposed to do 

The alternatives are Live Chat via https://ovoenergy.com/help or OVO’s Social Media channels. One of those will probably do the trick

no its pointless but thanks

So what are you going to try?

Hey @Seanmcdonagh 

Sorry to hear about this. One of our volunteers Blastoise186 has left some really helpful advice here already. 

As we don’t have access to accounts here at the Forum we wouldn’t be able to sort these credits out. You’ll need to reach out to the Support Team to add these on.

Let us know how you get on.

I’ve changed from THTC to Economy 10 (by the fitting of a new smart meter) and this is reflected in my online account.  After installing the OVO app on my phone and logging in, it tells me ‘our app does not currently support complex meter setups’.  I know that THTC was considered ‘complex’ but is that really true of Economy 10?  It would be odd, I think, if only those with a single rate tariff could use the app.