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


Userlevel 1

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 13/10/20:  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. 

 

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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56 replies

Userlevel 1

Hi,

I believe my issue is sorted now and my account is up to date. The hamsters in my meter are back in their wheel. 😊

Thanks.

Userlevel 4

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.

I had the same issue but it resolved itself !

See https://forum.ovoenergy.com/meter-questions-and-readings-72/smart-meter-daily-usage-problem-fixed-8422

Userlevel 7
Badge +2

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.

Userlevel 6
Badge +1

@ambience if the smart meter shows same readings for a number of days its because it has averages out the period where you lost communication to the billing system and it has now returned. It will, I have been told,  correct itself over time (I have had the same issue)

Rest assured if it sends any data, it will be fine, these meters are resilient!

Userlevel 7
Badge +2

If the meter installation was 17th of this month, then they’re still going through the off-site commissioning process.

There used to be 5 weeks delay before everything got sorted, but most customers now report it is less.

Userlevel 4

There's no hiding July usage for me:

 

 

 

Fingers crossed that things don't start playing up again !

Userlevel 7
Badge +2

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.

Userlevel 7

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!

Userlevel 7
Badge +2

Updated on 13/10/20:  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. 

 

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!

Userlevel 7

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

 

Userlevel 7
Badge +2

Thanks @TheBatsWhiskers 

Those indicator lights on your electricity meter (with combined Communications Hub) don’t tally with the symptoms.

If IHD is functioning, then the HAN indicator shouldn’t be off for a start.

Next, can you please complete your Forum Profile. I want to find out whether you’re in South, Central or Northern Territories for the Wide Area Network.

And can you also say what meter type it is?

Manufactured by Secure?

 

Funny you were thinking of making a comment about China. One of the major reasons that we’re running about 8 months behind schedule on the Smart Meter Installation programme is because GCHQ needed to spend extra time to double-check the security on the newer SMETS2 meters and the National Smart Meter Network.

The network is highly encrypted. It would be unthinkable for the UK to leave its domestic energy supply system open to attack from a hostile foreign power.

As for bats - I have both pipistrelles and brown long-eared species living in my outbuildings. They are an absolute delight to watch at sunset, and eat all the mosquitoes. :slight_smile:

Brown long-eared bat

 

Userlevel 1

Thanks @Transparent

The smart meter is currently sitting about a metre from the electricity meter and I’ve just sat and watched it for a few minutes and the HAN is definitely off all the time. 

I’ve also just had to turn the smart meter on and off as it didn’t seem to be connected because the top left LED on it was red and the light to the right of the number pad on the meter itself was flashing twice per second.  It’s now back to what it was yesterday.  The HAN LED is still off.

I’m on the south coast in East Sussex, but I have completed my profile as requested.

Both the meter and smart meter are made by Secure with the meter being a Liberty 100 type code E1S0B1 and the smart meter is of course the Pipit 500 E+G as previously mentioned.

Understandable about GCHQ’s requirement.

Bats - we occasionally see them flitting about in the early evening if we’re sitting outside.  Couldn’t tell you what sort though as it’s just a dark shape.

Userlevel 6
Badge +1

@ambience i too had this, all was sorted very well by OVO cust service.

Userlevel 7

@TheBatsWhiskers still not sure on your one. 

 

WAN seems fine, HAN I’m not sure about. Can we focus on the electricity meter’s communication hub: HAN should be flashing for connected/communicating, and solid for not connected. See this topic for a full guide.

 

@ambience you’ve been given great advice above. The old meter readings will be recorded and on show when your account is updated, usually within 6 weeks of install. Usage issues aren’t uncommon sadly, as @Jequinlan mentioned, but I would wait till your account is fully up and updated before we look at the usage in the online account. 

Userlevel 1

@Tim_OVO 

The HAN light is definitely off all the time.  I pressed the blue A button on the number pad on the meter and the following was initially displayed:

Initial display on the meterafter pressing A

Apologies for the shadows.  Does the E1 indicate an error?  Does the fact that HAN is showing indicate that it is working?

The IHD seems to have a mind of its own as this morning the top left LED was red and the top right, which is normally off, was green.  I have now turned it off and will leave it off.

However, the question of whether or not the gas usage readings are being sent to OVO remains.  The fact that the total daily readings, which vary each day, are available would imply that they are and if so why is the half hourly reading data available?

Thanks

Userlevel 7
Badge +2

I’ve just downloaded the OVO Guide for your type of Smart Meter @TheBatsWhiskers 

Bizarrely this doesn’t state what the HAN Indicator on the Communications Hub should be doing. It does, however, say that the HAN cartouche on the LCD display means that the Home Area Network is operating.

The E1 arrow is correct. You have one tariff rate (not Economy7) and you are importing from the National Grid. If you were exporting at that moment, the arrow would face left.

BTW, my smart meter looks nothing like the one posted by @TheBatsWhiskers . Mine is branded “Aclara” and only has these buttons:
 

That kind of explains why the instructions I’ve found on the OVO site for using the smart meter don’t make any sense to my set up!

Userlevel 1

Thanks @Transparent I didn’t have a guide here, but now I do.

Userlevel 7
Badge +2

Hi @ambience - this looks like a puzzle! Can I play?

Those buttons are indeed from an Aclara ESME (Electricity Smart Meter Equipment). It’s a SMETS2 model and could have a Comms Hub bolted on top of it from either Toshiba or WNC (southern & central territories) or EDMI (northern territory).

@TheBatsWhiskers has a SMETS1 ESME by Secure. These are starting to receive software upgrades to SMETS2 functionality. They will then be migrated onto the same National Smart Meter Network which your meters already use.

Yes, there are a lot of variants, but that’s what this Forum is good at!

Userlevel 7
Badge +2

@Tim_OVO I wonder if you could send a PM to Linnea and ask her to view this Topic?

We’re at the stage where the various different web-pages and downloadable manuals need to be brought together. We now have a growing portfolio of meter types with data spread haphazardly across the main OVO site.

It’s also obvious that the older pages describing the Secure meters need to be re-visited and clearly identified as pertaining only to their meter family.

End-users are now not very likely to find what they’re looking for without assistance from the Forum. This issue must also be adding needlessly to the workload descending on Customer Services. And in the end we all end up paying for that.

Userlevel 7

Thanks @Transparent 

 

Strangely, you posted this at about 10:40 today. At roughly the same time, I had a meeting with a colleague from the ‘Customer excellence’ team. They’ve been tasked to look specifically at smart meter/IHD ‘post installation’ issues. I suggested what you have mentioned above: too much content not clearly linked and associated with specific smart meter types. 

 

It’s now raised, and plans are being made to improve this. I think the forum will play a big role as well. We’re talking about integrating specific topics or forum categories with emails and other digital touch points, for customers at specific parts of the post-install journey. To support this, we need clear help content to point to. 

 

 

Userlevel 7
Badge +2

Great news @Tim_OVO -

 

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

Userlevel 2

Mine stopped at the same time and date as yours. I wouldn’t bother contacting support, they’ll tell  you to leave it for 3 months and see if it starts working again of its own accord.

Userlevel 1

Sadly very true. I’d like to hope that there are some OVO tech support lurkers out there but I’m not pinning my hopes on that. 

Userlevel 6

Updated on 06/07/2020: we’re getting reports of any missing days of usage being added to online accounts. See this topic for more info and let us know if this is the same for you! 

 

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