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October 18, 2021
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I've just had new smart meters installed - Why can't I see this and my usage data reflected on my account?

  • October 18, 2021
  • 71 replies
  • 6472 views

My new SMETS 2 meters were installed in mid September.  Since then, there has been no change in my account page.  The last entry there was that my electricity and gas were to be supplied from 5 May.  

My smart gas meter does not appear to be sending any data, I’m only getting a feed from the electricity meter.

I would like an idea of my usage, given the state of the fuel industry at the moment, I would at least like to have an idea if I will be in for some nasty surprises downstream.

 

    Best answer by Jess_OVO

    Updated on 14/08/26 by Abby_OVO

     

    Great to see you’ve already met our community volunteer and smart meter trouble-shooter, @Blastoise186.

     

     

    Thanks for the question, this does sound a little strange and I would have expected your gas meter to have started sending in readings by now.

     

    Just wanted to step in here to clarify this point. As you mentioned your smart meters were installed in mid-September we’d generally advise that 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). If you don’t see any change after that 6 week deadline, please do get in touch with our Support Team for assistance.

     

    There’s more info on the following similar topic too:

     

     

    Do keep us updated as we’re always happy to help and offer advice here where we can. :slight_smile:

     

    OVO member but haven't got a smart meter yet? - Book today! 

     

    Interested but not yet an OVO member? - Check out our plans!

    71 replies

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    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    December 8, 2025

    Hiya ​@Rosco2 and welcome to the OVO Forum! I hope you’re well and had a good weekend.

     

    As ​@Nukecad has advised, you don’t need to worry here, and I’d say there’s no need to contact OVO at the moment.

     

    To confirm, when a meter is changed, the new meter details must be passed to and from the wider Industry to ensure that everything is updated properly on your account, and the National Databases etc. This is an Industry standard process that can take up to six weeks. This means that, following a new meter install, it can take up to six weeks for the new meter details to be updated on your account, although it’s normally a lot quicker than this.

     

    Don’t worry about calling in  you should see the new meter details on your account very soon. If it goes over six weeks from the appointment date and your account still shows your old meter(s), you’ll then need to contact our Support Team who’ll check what’s happened. Once the new meter details are updated everything is backdated and billed accordingly. 

     

    It’ll be worth you checking out our Forum Library section on smart meters, as it includes some really helpful articles. You can find it here.

     

    Once the new meter details are updated on your account, you’ll also have new, revamped Usage graphs online and on the app. To get the best data, you’ll need to ensure your new smart meter is set to provide half-hourly reads. The guides below will help you understand the usage graphs, and also how to make sure your smart meter reading schedule is set to half-hourly. Just to re-iterate - it can take up to six weeks for this all to become available.

     

     

    I hope this helps, and let us know if you have any further questions!

     

    Cheers!

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