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

On a multi tariff meter it is likely there are a number of readings that can be cycled through. The idle display will ususally show the total usage. Press one of the buttons on the meter and you should see the usage for peak and off-peak followed by the total reading.

Most probably, yes. It’s a frustrating period, the interim between the day a meter exchange takes place and the day everything is finally in place, but there’s very little anyone can do about it.

Can you see any readings from the new meter on the reading history page? What about usage data - are they getting through yet?

Have you tried submitting readings on the OVO Energy app? The app seems to be a bit better at this aspect of account management than the website.

Hey ​@Bobscott 

It sounds like your account is only letting you submit one reading but you actually have two to submit?

It’s possible that the old meter details haven’t been updated yet and so it’s not asking you submit the correct information. This should be corrected and settle within the 6 weeks as you mentioned. 

Firedog asked some good questions above, it would be good to know about the reading data on the account and if any of that is showing, as well as knowing if you’ve also tried on the app?

If you could let us know some of those details that’d also be really helpful.

I’m sorry for my late reply. Up date, my IHD is now receiving info from my Smart Meter, daily usage, hourly cost, Date, total kWh since New meter was installed. However Using blue button on S Meter I can see usage on peak and off peak amounts and what I think is Total cost probably including daily charge and VAT,  But as yet neither the OVO web page/Portal or OVO app has Daily or weekly Actual usage showing, so on the 7th. Dec I’ll have to send manual reading to OVO, my last check not actually sent, doesn’t show the ability to send 2 readings, 1 for Peak and 2 for off peak, do Istill have to wait for theSMeter to connect to OVO?

Morning ​@Bobscott, I hope you’re well.

That’s good news about the meters and IHD working. This means your billing should now be accurate to your new smart meter readings.

The most common cause of missing online / app usage data is the reading schedule of the smart meter being set to monthly, instead of daily or half-hourly. To get complete usage data online, you’ll need the smart meter set up to provide half-hourly readings. You can check this yourself following the guide below:

If you follow this guide, and the reading schedule isn’t the problem, the the missing usage will be a purely cosmetic issue caused by the meter details on your account needing slight updates / old meter details needing to be removed etc. This is something that you’ll need to get in contact with our Support Team about. They may need to raise the issue to our Tech team, to fix.

It can take up to six weeks for us to update new meter details, and for the ‘Usage’ pages of your app / online account to work accordingly. If six weeks have passed already, you can raise the missing usage issue as a complaint.

Please keep us updated as to how you get on - I hope this is fixed for you soon 🤞.

Thank you Ben for that advice, I’ll try to set the Half hour set up as It’ll be far more convient for the Readings to be sent automatically, but with the month end looming I might still have the problem of sending both the Peak an off peak reading through the Send manual reading function. I’ll wait at least 4 days to see if things change before trying the Suport people…

​@Bobscott hopefully there’s no issue with the meters themselves, and its a case of everything still needing to be set up correctly. You may find this guide helpful:

We have just had our meters changed to smart ones, however the app is asking for a new electric reading the gas is done ( date of meter change ) but the electric still has the old serial number and says reading to low please re read ( number lower as it’s a new meter) 

do I need to ring or does it take a while to change to the new system 

It does take a while, I wouldn't bother too much about sending a reading until the new snarr meter shows on your account.

Once it does then check it is set to half-hourly readings and you should be good.

You may need to send a few readings at first while things are getting sorted out.

You could ring support tomorrow and ask them too, remembering that they are always busy on Mondays.

Thanks just over thinking that they hadn’t registered the new meter will try and ring this week