Hi,  There seems to be several threads about lost detailed usage data, and not sure which is best to start on, but I’m affected. 

About 3-4 weeks ago, my SMETS1 meter stopped sending any updates but that seems to have been fixed in last 10-14 days .  Daily readings are being reported (inc. those for the period of no transmissions) but I’m not getting the daily 30 min. breakdowns presented to me on OVOs site.  What’s the best way forward to get it sorted?  I am electricity only.

Thanks in advance for all help

Tim

@Tim_SH personally i would start by checking to see what this says in terms in terms of your meter

https://smartmetercheck.citizensadvice.org.uk/

Just to double check if it says if your meter has been upgraded to SMETS2, the current standard for smart meters

I tried that (twice in case of a MPAN typo on my part) but it replies “We can’t find your meter” which is odd since I’ve been with OVO and trouble free on a smart meter for many years now + some how OVO are accurately collecting daily (but not reporting any 30min) readings! 

Perhaps I’ll call the support no. in office hours.

Thanks

@Tim_SH 

Likely to be because the software in your meter has yet to be upgraded to the latest SMETS2 standard 

In theory the easy ones have already been upgraded automatically and the ones that are left are the ones where the DCC https://www.smartdcc.co.uk/ needs to work with OVO. Else they will need replacing next year in theory at least. 

You could try to download one of the ofgem regulated 3rd party apps. But i suspect this may not work for you. This is one a lot of us use. 

https://www.glowmarkt.com/

Me too. This is what I see on the Oct 2022 Usage page:
  

A someone suggested , I contacted support via Twitter last week and showed them the same. This was their response:

Nothing about a software update, a reboot or anything else I’ve read about in this marathon thread and others. So the big  SOLVED  sticker at the top doesn’t apparently apply.

My meter has yet to be migrated to DCC, so I’ve no other way of monitoring my usage. 

Thanks @Firedog - exactly the same for me 1-8 Oct have linkable usage data, but from then in (9th Oct) all it displays is daily usage.  There was a period of about  week (9th - 16th-ish) of no readings going through (and meter red dot implied no comms) that made itself good in time, and since then it’s as for you and no daily breakdown.  I’ve been on a smart meter since 2015/2016 trouble free but for this blip. 

I've now filed my second complaint about missing and falsified data, following a phone call from support on Monday to say my account has been fixed. They have fixed nothing. Everything that was faulty with my account remains faulty. 

@Tim_SH @Firedog

 @eezytiger 

You may already have done this. 

Be worth looking at the readings page rather than the usage page to see if daily readings are getting through OK.

Do it on the website rather than the app

https://account.ovoenergy.com/meter-readings/history/electricity

See if there is a daily reading with the word smart next to it.

The challenge with the usage page is that the monthly usage page can show estimated daily readings which are not always obvious on the usage page.

A lot of us had issues around the same time, i had them and i have a SMETS2 meter. My readings came back as did many others on the forum. Similar issue, no 30min readings. The 30min readings are never added together to make the daily reading. 30 min readings are transmitted separately. 

So it may be nothing to do with the type of meter you have. It is always difficult to know if issues are linked or completely unrelated. 

You could also ask the Support Team to set the readings to 30min, just in case something has been reset 

 @Tim_OVO and @Emmanuelle_OVO were collecting the forum IDs of those impacted, i assume they still are? So they could feedback if they heard anything. 

@Tim_OVO ​​@Emmanuelle_OVO have you heard anything recently about any common issues? Any advice? Some people still seem to be getting what could potentially be a related issue? 

@Tim_OVO Is there anything that can be done about this? I have been trying to get this resolved via chat for the last couple of years! Until recently I was getting half hourly data for electricity, but not for gas. Now I don’t get it for both. Each time I go through support they say they will enable half hourly reads, but nothing ever comes of it.

As an additional question, my Smets 1 meter is not showing as upgraded on the Smartmeter check page. My understanding is that they are all supposed to get upgraded by the end of this year. Is this still the case? I cannot use apps like the Bright app to get my usage until it is enrolled.

Thanks

Kihon

Hello @kihon,

That sounds really frustrating that you’ve already raised this to Support and it’s still not resolved. 

You can find out more about our Complaint Procedure here. 

With regards to your SMETS1 being upgraded to SMETS2 this is being managed by the Data Communications Company but the ‘planned completion’ is the end of 2022. We have a great guide on this topic you might find helpful:

Hope this helps. 

Thanks, Jeffus. There’s no problem with the data being transmitted and received; it appears to be only a problem with the data being retrieved by the account pages. I see no estimated values for the daily readings.
  
There is a slight cosmetic fault with the site. The billing page gives a closing value for the day which on the readings history page is shown as the value for the following day. It’s only a question of whether midnight belongs to today or yesterday, but it can be confusing for the unwary. To illustrate:
  
 

Having got that out of the way, I can now report that the half-hourly readings for 14 of the 24 days that weren’t there when I went to bed at 01:00 this morning had magically reappeared when I checked yet again at 09:00  Hearty thanks to whoever made this happen ‍♂️ Let’s hope that whoever is responsible manages to unearth the readings for the remaining 10 days.

PS I had a further comment today from Nick of the Twitter support team responding to my question about how long we’d have to wait for a solution: 
 

Hang in there.

I’ve tried everything to I can to fix this, contacted online chat who thought they could “work their magic” but no they couldn’t said it could be to do with cost rise and it would eventually get sorted I just needed to wait. I then wrote a letter, no answer at all from this, I then tried to phone, something wrong with phone lines, no answer or options. I will leave OVO as soon as I can as the customer service is non existent 

Hey @Samuel,

Sorry to hear this.

Have we lost communication with your smart meters? Or is it just the half hourly usage data that’s disappeared? 

If we’ve lost communication with your meters you’ll need to complete a smart meter health check:

If the meter readings are coming through fine, it sounds like it’s a technical issue on the Online Account. This means we are still getting your readings and your account balance is live so will be updating every time we get a reading. So your billing won’t be affected and you can still monitor your usage in the meantime. 

Hope this helps. 

Thanks to those to @Firedog and others.  I noticed my half hourly breakdowns are now showing including about 10 days of those earlier where it wasn’t displayed.  Nothing on my part, but for whatever reason, it’s all good now.  Thanks all and I hope you have good weekends.

No the communication is still there, gas readings showing every ½ hour but nothing showing on the app for electric usage for nearly a month. I want to be able to look at the app and at least see the daily usage preferably in £ as I was seeing before. 
mid it’s a technical issue with the online account how is this fixed 

Hey @Samuel,

That does sound frustrating.

So we’re in communication with both your meters but you can’t see any usage information? 

Are you able to send a screenshot of the readings on the app or Online Account? 

Then a screenshot of the missing usage figures if you don’t mind 

Hi Emanuelle I am getting all the information re gas it’s just electric, as you can see no info since mid October, I have called them this morning and they say someone will phone me in the next 3 days! Maybe Meter needs an update which can be done remotely, who knows anymore what it is, I’m not being charged for the electric I’m using just for the standing charge 

Hey @Samuel,

Thanks for sending that across,

Are you able to take a screenshot of the meter readings page please?

I just want to determine whether we’re in communication with your meter. As my advice on next steps is dependent on this. 

meter reading are ok which is why I can’t understand why they are not charging me for electric 

@Tim_OVO @Emmanuelle_OVO

We are seeing exactly the same issue as @Samuel with some other customers. 

For example i have just been working on this thread this morning. 

In fact @squiffell and @Samuel had the issue start on the same day as well 20th October

Getting smart meter readings on the readings page but not updating the bills or usage page. 

Can you look into whether anyone is working on a generic fix? 

@Tim_OVO @Emmanuelle_OVO obviously this problem is not specific to me, we need to know what’s going on and how/when it’s going to be fixed

Hi, I'm on a smart meter and my OVO app now only shows Yearly and Monthly usage but not daily/hourly usage. It used to... 

Hi @hopperson ,

Don’t worry, OVO can fix this! Please let the Support Team know and ask them to also backfill missing data. They can usually fix this within a week or so.

@hopperson 

1. What do you see on this page. 

https://account.ovoenergy.com/meter-readings/history/electricity

Here is mine with daily smart readings

2. What date did the issue start on the usage page

https://account.ovoenergy.com/usage