Monthly readings for electricity and gas OK, but recently gas daily figures are not accessible. Complained and OVO phoned me and asked for a screen shot of the problem - I sent it and then got a reply saying it had been sent to the technical department to resolve. Time goes by and nothing. Irritating, as I have to guess the daily gas usage from the monthly bar chart.
Having been with OVO for 10 years (and Smart Meter being 4 years old), this is disappointing. Why the change?
Best answer by Ed_OVO
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.
I think it’d be worth getting in touch with us directly, so we can chase up the tech case to see where we are with things.
PS: Thanks for tagging me into this one