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rgphilpott
Rank 1
May 16, 2017
Solved

Why have I still not received a bill since my smart meters installed?

  • May 16, 2017
  • 23 replies
  • 4902 views
I had Smart Meters (gas and electricity) installed on 3rd March. When will I see my first statement? Your FAQ says it can take 6-8 weeks (though not why it takes so long), but it is now over 10 weeks.

I can see my usage on the website (though strangely not in the app), so I know the meter readings are going to you, and obviously my DD credits are accumulating, so the lack of statements is not a major issue, but presumably I ought to be getting them at some point ...

Richard.
Best answer by Tim_OVO

Updated on 03/09/26 by Chris_OVO

 

If you've just had smart meters installed, you might not see the changes on your online account or the OVO app (available for Android or iOS) right away. It can take up to 6 weeks after the meters are replaced for the updates to appear. This delay is because we need to confirm the final readings from your old meters before we can change your account details and start billing based on the readings from your new smart meters. During this time, your monthly billing may pause as well.

 

If it's been more than six weeks since your meters were installed and you still don't see the updated meter details or a statement, please contact our Support Team. They can check what is causing the delay. This could be on the industry side from when your meter details need to be passed to and from different parties or because of a system issue that needs unblocked.

 

After the engineer's visit, we check a few things. You can find a helpful installation guide created by users for more details. Once these checks are done, your usage data will update on the 'usage' pages of your online account and on your In-Home Display (IHD).

 

We hope to see your meter details update soon. You can learn more about the great benefits of going smart in our topic hub!

 

OVO member but not got a smart meter yet? - Book today!

 

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

23 replies

Tim_OVO
OVO Staff
Tim_OVOBest Answer
OVO Forum Legend
May 18, 2017

Updated on 03/09/26 by Chris_OVO

 

If you've just had smart meters installed, you might not see the changes on your online account or the OVO app (available for Android or iOS) right away. It can take up to 6 weeks after the meters are replaced for the updates to appear. This delay is because we need to confirm the final readings from your old meters before we can change your account details and start billing based on the readings from your new smart meters. During this time, your monthly billing may pause as well.

 

If it's been more than six weeks since your meters were installed and you still don't see the updated meter details or a statement, please contact our Support Team. They can check what is causing the delay. This could be on the industry side from when your meter details need to be passed to and from different parties or because of a system issue that needs unblocked.

 

After the engineer's visit, we check a few things. You can find a helpful installation guide created by users for more details. Once these checks are done, your usage data will update on the 'usage' pages of your online account and on your In-Home Display (IHD).

 

We hope to see your meter details update soon. You can learn more about the great benefits of going smart in our topic hub!

 

OVO member but not got a smart meter yet? - Book today!

 

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

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
    Rank 2
    BrightonCouple
    Rank 2
    October 26, 2022

    Had a new Smart Meter fitted in August and since then have had no bills, contacted OVO over the phone in September and was told it could take unto 5 weeks to get the new information from the engineer but still no bills up to the current period. Also IHD not showing the correct information.

    Contacted Customer services 2 weeks ago by email and have not yet a received a response.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    October 26, 2022

    Hiya!

    Could you post photos of the meter please?

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Rank 2
    BrightonCouple
    Rank 2
    October 26, 2022

     

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    October 26, 2022

    Perfect! You should see five green lights marked SW, WAN, MESH, HAN and GAS. Please can you tell me what they’re all doing?

    If you can also run the meter through https://smartmetercheck.citizensadvice.org.uk/ and tell me the result, that would be great.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Rank 2
    BrightonCouple
    Rank 2
    October 26, 2022

    SW, WAN and HAN are flashing Green other two are blank. Running the CAB Smart Checker is telling me that the meter is working in smart mode.

    On the OVO Home Page it does say that my smart meter is sending readings nut i can not see daily usage information.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    October 26, 2022

    Gotcha, thanks for that!

    Ok, so this tells me the meter seems to be working fine. If you’re looking for total usage from a particular day, it’s actually under the Monthly tab. I’ve got two things I can recommend though if you’d like full daily usage with half-hourly breakdowns:

    • Make sure the meter is set to Half-Hourly Mode - OVO Support Team can do this for you
    • If you’re already set to that, ask OVO to investigate why it’s not coming through and request it to be backfilled from the meter data stored on the meter.

    This should help!

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Rank 2
    BrightonCouple
    Rank 2
    October 26, 2022

    Yep its under the monthly that i am having difficulty and same showing for weekly and daily.

    Have asked OVO to look into the reason why no bills for 2 months, usage not showing and IHD not displaying correct usage all have gone unanswered. Hence the reason for the original post.

    Thank you for the support though @Blastoise186 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    October 26, 2022

    Ahh… I see you’re also on the legacy billing system as well. That might make things more fun.

    I’d recommend another reminder, followed by a complaint. https://ovoenergy.com/feedback .

    Let us know if you need anything else!

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    October 27, 2022

    Hey @BrightonCouple,

     

    Sorry to hear of the issues you’re having.

     

    If you haven’t done so already I'd advise completing a smart meter health check, this will be the first thing Support ask you to do:

     

     

    How did you contact them previously?

     

     

    Renewable Energy? Big Fan.
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