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My online account daily usage section hasn't updated but I have smart meters - what is issue?


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Hi there,

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?

Thanks.

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Best answer by Transparent 26 August 2020, 17:26

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

 

If you’ve confirmed a signal issue, or a software issues, let the Support team know. They’re on FacebookTwitter and the Help Centre has online chat!

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Just to properly finish the story: my Distribution System Operator visited me and installed a seal on the 100A Service Fuse.

As this is a safety issue there is no charge. The DNOs obviously want people to contact them in such cases, and cost would be a disincentive.

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Hi @MajorSqueeze ,

Thanks for getting back to us again. Sorry to hear that you’re still having trouble. It’s possible that you’ve been hit by another temporary issue, but hopefully we can help you get this sorted. @Tim_OVO is currently working on a few things to help with diagnostics, but I’ll let him know about your issues.

It’s tricky to know for sure as to why your meter has failed again, so it might be worth having a chat with the support team to check whether they’re seeing any signs of life. If you could snap some pics of your meters and IHD though, I can try to help you out a bit.

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OK, looks like my meter has stopped transmitting to OVO a few days ago, and thus my online reporting has stopped. I can usually tell when my IHD clock starts to drift away from my wall clock as it’s not the most accurate timekeeper and has a daily drift which is kept up to date with daily sync.

The last automated reading was on the 17th and an estimate on the 19th. Are there some buttons to push to make it all work again?

Thanks.

 

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That’s the top of the Service Fuse @Tim_OVO.

I didn’t check it after the last (3rd) Installation Engineer came here (Nov ‘19?). Have a look at his final photo if you want to check.

No, I haven’t tampered.

a: I don’t need to pull the Service Fuse to access the Consumer Unit because I have a separate 100A Double-pole breaker in situ.

b: If I’d removed power from the Comms Hub, you would’ve received an Alarm Notification via DCC… which you would’ve responded to, of course!

I don’t need you to send an engineer here just to fit the cord and seal. I’m on first-name terms with the Area Technical Manager of my DNO. I’ll ask him to call in on his way home from his office at my Primary Sub-station, less than a mile away.

 

The CAD was sent to me by Ben. He just never got around to calling me to get it paired!

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Whilst at the meter-box, I noticed something else…

… or, more correctly, I didn’t notice something else:

Woe is me - I am undone !

 

 

 

This is a concern, is that the service head? And have you tampered? We might need to do something about this….. let me check.

 

As for a CAD, was this provided to you by the engineer that fitted the SMETS2 smart meter? Any chance of a photo so I can pass it on and confirm if it’s actually going to work with your meter. I didn’t think we did them anymore….

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Well the good news is:- my IHD now tells me it’s 22:55.

The bad news is, I don’t know which day… nor why the afternoon sun is still shining. Yes, I live in the Westcountry, but it’s not that far west!

 

 

:joy:

 

This morning my IHD tells me it’s 20:14. Perhaps it thinks that’s the year

 

:rofl:

 

The IHD has no HAN symbol on the display (as we’d expect, since it isn’t communicating). So I went to look at the Comms Hub, but the HAN indicator is still on slow-flash, which it should be if you’re still receiving gas readings of course.

 

 

From my excellently made SMETS IHD guide:

 

Is the IHD showing the correct time?
 

If it's not showing the correct time, the IHD is not paired. See that guide above for info on how to pair it, @Transparent - it varies depending on the model. And before you ask, I don’t know why a previously paired IHD can become unpaired. Anyone else fancy a fruit cocktail? :pear::pear::pear:

 

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Hmmm - @Tim_OVO ‘s gone quiet.

Perhaps I’ve finally induced a stack-overflow within his cerebral processor by putting too much technical information in one Post. :wink:

This morning my IHD tells me it’s 20:14. Perhaps it thinks that’s the year

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Well the good news is:- my IHD now tells me it’s 22:55.

The bad news is, I don’t know which day… nor why the afternoon sun is still shining. Yes, I live in the Westcountry, but it’s not that far west!

The IHD has no HAN symbol on the display (as we’d expect, since it isn’t communicating). So I went to look at the Comms Hub, but the HAN indicator is still on slow-flash, which it should be if you’re still receiving gas readings of course.

Whilst at the meter-box, I noticed something else…

… or, more correctly, I didn’t notice something else:

Woe is me - I am undone !

Returning to the strange pattern of gas usage, I’ve just manually checked the daily reading (used for billing) against the sum of the HH readings for each day over the past week:

 

That seems to be within the margins of error for such low daily usage.

 

I really can’t spent time doing this check across further days because I’ll be manually adding 48 readings per day.

However, I have a solution.

I still have here a brand new CAD IHD which we never got paired.

If we did now pair it with my Comms Hub and my WiFi, would it enable me to extract usage data from the relevant memory locations in a format where they could be passed to a spreadsheet?

Or do I have an over-optimistic expectation of what the CAD version might do?!

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This is very interesting, 

 

There is an obvious difference in the (all be it small amount of) gas usage for the 20th, compared to that day in July, not just AM but PM. But one day’s comparison, we’ll need to look at this with a few more days to get a better picture together. It’s so useful to have this online… just temped to make it (yet another) new topic. 

 

One thing to point out for now is it’s a user interface change. The data, based on readings, shouldn’t be effected. 

 

Have you noticed the comparison between periods is now different? We’re getting mixed feedback about this as well, but the change was apparently made as “the former line graph was confusing due to the mixed nature of bar and line chart together”, so it seems like it's a tricky one to get right from a visual point of view. 

 

New method of usage comparison display

 

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Well, this Thursday morning my IHD is running about 2½ hours behind the rest of the UK. Since I’m in the Westcountry, that’s probably about right :wink:

I wish I’d been able to download and store my HH data readings for the last few months. The gas usage pattern I’m now seeing on the Online Account is markedly different from what I would expect when compared with earlier in the year.

gas usage comparison

In July the main input to my thermal store in the middle of a sunny day would be from a Solar Vacuum-tube heat-collector. The gas boiler fires sporadically at night to maintain the set-temperatures.

On an overcast day in July, the low-level of sporadic firings from the gas boiler occur throughout the 24-hour period.

The usage for the current month (Sept 20) shows a totally different pattern… which I find hard to believe.

Note that the actual amount of fuel consumed is very small. Apart from the graph for 23rd Sept, in the lower-left quadrant, the maximum scale on the y-axis is 1.0kWh.

It’s the radical change in pattern which is the main issue to consider.

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Another day, another opportunity to see @Transparent’s online usage and IHD performance. How are we looking on both? 

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You can’t just do that!

Remember, this is a Billing System. If there have been errors in the data, then I’ve been invoiced based on those errors.

 

Please be advised @Transparent @Ted1941 that corrections to half hourly usage data can be made if the smart meter hasn’t been able to send the meter readings to us at that time, resulting in an estimate being created. 

 

One thing though: charges will be related to the daily readings, and not half hourly data. I know that much!

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There’s high-quality feedback here @Tim_OVO 

Would the software team like to reciprocate?  :pray_tone2:

Interesting and confusing. I have just done a check on my monthly Electric usage over the last year and only in March did I use less this year than last. Is manipulating taking place??

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So are you feeding my analysis (above) back to the Billing Software Team, @Tim_OVO ?

In regards to the large negative gas value:

This could be caused by adjustments being made to the reading (previous values too high for example).

Erm… You can’t just do that!

Remember, this is a Billing System. If there have been errors in the data, then I’ve been invoiced based on those errors.

I think we would now agree that there have been historic discrepancies between the Daily meter readings, and the HH ones. That’s precisely what @Ted1941 was identifying over here last week.

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I’ve confirmed from our energy platform team that this feature change went live yesterday morning. Hence why I was a little in the dark about it @Transparent 

 

In regards to the large negative gas value:

 

This could be caused by adjustments being made to the reading (previous values too high for example).

 

This would indicate some kind of communications drop out, which isn’t supported by the previous HH usage showing…

 

 

So given the fact that I have mid month statements raised without warning, a 2, 4, or 6 week billing cycle, how dose that effect the predicted usage calculations?

 

These mid month statements (or lack of) won’t effect your EAC and AQ. It’s all about the readings and the dates, which are sent off to a third party data collector. This builds up a picture of your annual usage averages. 

 

I can’t find a topic on AQs and EACs actually. I might post something today…..

 

@TomThumb I haven’t been able to offer any help to you today. With two different departments needed to diagnose, I feel anything I say now would only complicate things further. Safe to say you and me both want some kind of resolution to this!

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I’ve just done a bit more analysis of the changes to the Usage graphs for the new Billing System which have appeared this week.

Fortuitously I have retained some of the older-style line graphs with which to compare:

 

The “new” histogram presentation of the HH data is clearly incorrect. I’ve circled a couple of HH slots where was usage, sandwiched between two slots where there was none.

In the two graphs above, the older line-graph has used the Smart Meter data correctly, whereas the new-style histogram has not.

I’ve checked another 8 usage graphs that I’d retained and they seem OK. So why is this one incorrectly drawn?

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@Tim_OVO  

Let’s not forget that @TomThumb is on the old billing platform. The statements on that platform should use smart meter readings to ensure accurate billing, which are also used in the annual usage figures of EAC and AQ

 
Not forgetting that my smart meters went dumb for 6 weeks over May-June time, my electric meter has been dumb for the last 5 weeks & also Ovo have never got my monthly statement / bill correct on the 1st or even 2nd attempt, normally billing a random 2 out of my 3 meters (Ovo did try to resolve this on one occasion by billing a different combination of only 2 meters) the best to date is that Ovo have not billed me anything for last month month.

So given the fact that I have mid month statements raised without warning, a 2, 4, or 6 week billing cycle, how dose that effect the predicted usage calculations?

 

Tom...

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OK. I’m not sure why Tom & I are now on this Topic because I do actually have usage data arriving in my Online Account.

And, you’re right - I had forgotten that he’s on the old Billing system.

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Let’s not forget that @TomThumb is on the old billing platform. The statements on that platform should use smart meter readings to ensure accurate billing, which are also used in the annual usage figures of EAC and AQ

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Good/useful feedback @TomThumb 

There should be a pretty exhaustive set of criteria to be fulfilled before code changes are made to the operational version of the new Billing System.

If it were HH data that was awry, then that’s not particularly damaging.

But we’re seeing issues on the monthly usage (which gets used for the next month’s bill) and the annual usage, which forms part of the statutory Annual Consumption Stats we need when visiting comparison websites.

If this isn’t sorted asap, OVO are going to have Ofgem crawling all over them!

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@Tim_OVO  &  @Transparent 

Just to add my point of view, my ihd is at best only useful as a paperweight at the moment, it only shows gas data, but even that data is dubious, but it is at least useful as a status indicator of my smart meters.

 

Carrying on from the changes  Transparent has had recently, this week I have noticed the graph on the Ovo app usage tab has changed for the worse, gone is the expected Vs actual use,

in my case I didn’t join Ovo until March 2020, so I expect Jan & Feb field’s to be empty, but what’s going on with Sep-Dec?

 

As already mentioned, in my particular case, even if I could discern the new usage graph, It dose not in any way support usage costs /meter readings of my 3rd meter, so the app in it’s current form is no help to me whatsoever.

 

Tom…

a screenshot from the Ovo app.

 

Userlevel 7

As it happens my own IHD seems to have become AWOL sometime over this last weekend. It shows the time completely randomly. It might jump several hours when I look at it after an interval of 10 minutes!

No I’m not just interested in having it “fixed”!

…. so I’m not going to report it to CS.

Let’s use this opportunity to find out how and why this “missing data” is happening to so many customers.

 

A perfect (all be it unbeknownst) candidate to work out what is going on. This could be interesting, but may need to be separated out into a new topic. 

 

 

@Tim_OVOcan you please tell the S2 Team they can experiment on my site. I don’t mind if they download test code and prang my Communications Hub (again!).

 

 

I have offered this to the S2 operations manager, to scope out a) if any such tests and trials are happening, and b) if they need a recruit. I’ve given you a glowing recommendation as you can imagine. 

 

I’m unsure whether this IHD issue occurred at the same time as code changes to the Usage graphs on my Online Account. But that is definitely using different software this week.

Firstly the HH figures are now displayed as a histogram rather than the more useful line graph.

Secondly I seem to now be exporting a great deal of gas back to the grid through a mechanism I didn’t know I had  :scream:

Westcountry gas export solves energy crisis!

Has OVO picked up a gas feed from my Septic Tank?

 

First of all, the energy crisis and septic tank comments :joy:

 

Second, I’ve raised the question about the usage graph feature change to the billing platform team, to check if this is a feature change I wasn’t aware of. 

 

The data indicating an export, and the IHD issue sounds like it’s related to the S2 usage info, and not the billing platform though. For this we need to work out what’s going on this week, and then pass it onto the S2 team. I’ll work with you to do this. 

 

Also @Tim_OVO is there any chance of bouncing my statement / billing issues up to the next line in the billing department as the quote from the billing team of it being resolved & that I should have no more issues was over exaggerated & premature.

 

 I can’t get this worked faster then anyone else, @TomThumb - it wouldn’t be fair on those ahead of you in the queue, and I’m not aware of any backlogs that would prevent this from getting worked in the timeframe provided. if this is missed, PM me directly and you can bet I’ll be asking for it to be worked the day I see your PM!

 

ps: in case it’s useful : failed web chat this morning,   iPad Air / iPadOS 14 / chrome browser 

 

I have passed this on to a very grateful software engineer.

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Hi @Tim_OVO and @TomThumb 

A fortnight ago I wrote:

I’m happy to offer my meters for further tests if Ben wants to trial any code updates in the field again, Tim. We have enough data from my site to allow us to check if software changes offer any improvement…

As it happens my own IHD seems to have become AWOL sometime over this last weekend. It shows the time completely randomly. It might jump several hours when I look at it after an interval of 10 minutes!

No I’m not just interested in having it “fixed”!

…. so I’m not going to report it to CS.

Let’s use this opportunity to find out how and why this “missing data” is happening to so many customers.

@Tim_OVOcan you please tell the S2 Team they can experiment on my site. I don’t mind if they download test code and prang my Communications Hub (again!).

 

I’m unsure whether this IHD issue occurred at the same time as code changes to the Usage graphs on my Online Account. But that is definitely using different software this week.

Firstly the HH figures are now displayed as a histogram rather than the more useful line graph.

Secondly I seem to now be exporting a great deal of gas back to the grid through a mechanism I didn’t know I had  :scream:

Westcountry gas export solves energy crisis!

Has OVO picked up a gas feed from my Septic Tank?

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Great news @Tim_OVO -

 

As you can see, I have lots of post installation experience :wink:

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