My online account has stopped updating itself and my last useage data was on the 24th (Last meter reading on the 25th)
I’ve checked my meter from time to time and the WAN light has been flashing away indicating a connection. It’s been fine for months and transmitting everyday and just suddently stopped updating.
Are there any known isues going on?
Best answer by Transparent
Updated on 12/03/21: Missing smart meter readings or usage data on the online account are usually due to a temporary smart meter communication drop out. See this topic to diagnose meter comm issues with your Aclara or Honeywell/Elster (SMETS2) smart meter, and this topic for your Secure Liberty smart meter.
Half Hourly usage data missing (daily chart)
These section (which isn’t used in any of your billing or charges) is vulnerable to communication drop outs if something happens to prevent the meter sending your reading for that half hour period. For any missed half hourly periods, the usage will be averaged out once comms has been restored. This shows as a number of bars being the same size.
Daily usage data missing (monthly chart)
This section can also see communication drop outs, even if there’s half hourly data available that day. It needs a reading at around midnight to be able to populate that day’s usage. If you’re seeing missing usage on either meter for that day, see if any of the half hourly bars are missing for the end of the day. Communication is usually restored by itself, and any missed daily periods will be averaged out when this happens. This shows as a number of bars being the same size.
One last thing, did you know you can access your online account via your browser or via our OVO App! Download for Android or iOS.
There is an ongoing issue where data from one meter or the other doesn’t seem to get displayed somewhere. There were so many reports of this earlier in 2020 that I wrote a synopsis of the fault here on another Topic.
We tend to label this “Missing Data” although there may be different bugs in software that cause it.
You don’t say whether you can see your gas data in the other two possible locations:
- your In Home Display
- the OVO App
but both are worth checking before you try contacting Customer Services. If you see the info on your IHD, and your smart meter WAN light is flashing, it’s likely a software issue.
See this topic for info on how to diagnose smart meter communication issues with your SMETS2 Alcara or Honeywell smart meter. It’s this topic to diagnose communication issues with your Secure SMETS1 smart meter