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

This isn’t too unusual. Your meter is supposed to send readings daily to DCC, which is where OVO get them from. It also sends usage data every half-hour, but your OVO account has to be set up properly to receive these. That’s what the Power Move schemes depend on, not the meter readings. It’s the readings that are used for billing. So the problem could be in any one of three spots: the meter itself, DCC or OVO. It’s usually the last. 

Is this a new problem (readings were getting through before, but they stopped)? Or is it a new meter that has never sent readings to OVO?

OK, thanks. It’s not unusual for it to take a few days for readings to start to come through reliably, but having the wrong MSN recorded sounds like a good reason. When the new meter was installed, the engineer should have left a card beside it showing the MSNs for both old and new meters, together with their readings. The MSN is also on the meter itself. Is the MSN on the card the same as that on the meter? 

This is the second case in a couple of days where we’ve been told about information submitted by an installation engineer being wrongly recorded at the OVO end. I would have thought it’s all done digitally, but I suppose it’s possible that the info gets garbled on its way. I suspect you’ll have to wait until not-so-early January now to get hold of someone to help with that. Make sure to have photos of both the meter and the installer’s card ready when you contact Support.  

If you don’t manage to join Power Move until sometime in January, you can still earn a pro-rata reward for the days after you were enrolled, so long as there are at least 14 working days in the month with data.

Happy Christmas🎄!

Hi, they were both installed around end of november, and since my electric meter serial number is wrong and their only answer is to wait 6 weeks, I’m missing out on the cashback scheme that started in december. Even third party apps are missing the electricity usage. 

Did you get sorted in the end @Sally123 ?

 
Unfortunately it’s now been 6 weeks and they are just saying they have the case open for the incorrect serial number and I have to keep waiting. I received my bill which was based on estimated usage for electricity as well, which seems higher than actual usage. And I still won’t be able to join power move until they connect my meter by simply updating the serial number on my account. Customer support on chat and phone and email say they don’t know how long it will take. 

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.

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.

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.

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.

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. 

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