Why does the app tell me my smart metre didn't send enough data when I can still see my daily half hour usage every day up until now - Sunday?
(Just a point out, I have half hourly readings for every day since the beginning which is over a year)
Solved
Smart meter isn't giving enough data for Power Move
Best answer by Chris_OVO
Updated on 07/03/25 by Emmanuelle_OVO:
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Hey
I asked the team this morning if there’s any delays and this is an updated version of the communications made over the course of this month whilst they done some testing.
“Our consumption data collection and calculation process previously ran from 1pm each day, collecting consumption data from the day before. We've since identified that some data now doesn't return until later in the day, after the calculation process has been completed, so for the day before you may have been classed as 'no-data' and is why some of you may have seen in your progress update that we don't have enough data to calculate your progress.
We've now moved our process to run later in the day, and have been testing to ensure this pulls through as much data as possible, there will be some circumstances still where we couldn't retrieve any data for a genuine reason, however the tests have seen a dramatic reduction in the amount of customers with 'no-data' we've had so far in October.
At the end of October we will calculate rewards and look to pull through data from the first 2 weeks of October that have previously been flagged as not having any. We will only use this data for your end of month results if it positively impacts your peak %, e.g. you now earn a reward or go up a tier, if it would negatively impact your end of month results then we will honour the more positive result and reward.”
Basically speaking when they were collecting the data needed to calculate your Power Move data the system was running too early and causing some of the data to be missing. They’ve trialled a new time for collecting the data and seen a huge improvement so far. They’ll need to process payments this month manually which means a small delay until the credits arrive but it’s nothing to worry about.
Things should return to normal in November with the process being fully automated and the feedback we’ve had from users has helped us make improvements that’s helping everyone. If you have any follow up questions let me know!
+5- Plan Zero Hero
Sometimes even with readings showing they will be estimated. If you check the detail it might say. Otherwise query it with customer support.
Nah, they are not estimates. I know exactly what I use and the readings are accurate.
Your second screenshot shows your daily usage, not your every 30 minutes usage. If you chose “day” instead of “week”, then click on “view as table” - what does it show?
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costeek wrote:
Your second screenshot shows your daily usage, not your every 30 minutes usage. If you chose “day” instead of “week”, then click on “view as table” - what does it show?
Yes. I deliberately showed weekly usage because in many of the replies in the OVO forum users reply saying you've got to have at least a week's worth or 48 days worth etc etc. My daily usage however DOES show half hour increments. But thanks for pointing that out anyway. As far as viewers table is concerned, there's nothing stating it's an estimate and it shows half hour usage. Everything is as it always has been.
For the first time in all the months I’ve been doing power move my meter has also ‘not sent enough data’ like yours
My usage table shows very clearly that my meter has been sending readings every half hour as it normally does.
I always hit target, usually the top amount although last month somehow I hit lower (grandson stayed over for a few evenings…).
I’m flummoxed as nothing has changed here & I was actually looking forward to being able to check my progress via the app.
- Plan Zero Hero
Sorry to hear of these,
If your smart meter connects on 4G then it may have been something like a local 4G mast drop out which can affect the readings being sent on time to be included in PM, they would get sent later for the billing so show on the account, but too late for PM.
4G dropouts do happen and you often hear of peoples smartphones not working for a week or so because of a mast/network fault.
The cutoff for a days usage data to be included in PM used to be 13:00 the next day.
They were looking at changing that so that ‘late’ readings could be included, but I don’t know if that change happened yet.
(Sorry if it sounds smug but my notification in the app shows within 0.02% of my own calculation up to the the end of the 13th. PS. I don’t know it it makes a difference in this case but I’m Up-North so my SM connects by wireless not 4G).
I have been in conversation with OVO about this. They calculate the Power Move usage at a certain time of the morning, and if the readings haven’t yet been received, for whatever reason, they ignore that day. When they do eventually receive the information they do not recalculate the Power Move figures. Happens to me all the time so my power move percentages are hit and miss. The response I’ve received is that they are reviewing the procedure in response to complaints, which is hopeful news. It would require IT development on their part, so can’t happen overnight.
costeek wrote:
Your second screenshot shows your daily usage, not your every 30 minutes usage. If you chose “day” instead of “week”, then click on “view as table” - what does it show?
Hey
Are you able to send a screenshot of the above? I can take a look into this for you.
I’ve flagged this to the team to investigate but any screenshots of the readings would be really helpful
Emmanuelle_OVO wrote:
I’ve flagged this to the team to investigate but any screenshots of the readings would be really helpful
It's saying the same message today. Here are the screenshots
+1- Plan Zero Hero
Someone from OVO has whispered to me through my earpiece this morning with something that may help.
The team thinks they might have some idea on what’s causing some of these issues and fixing that might solve quite a lot of this.
Hang in there for a bit - they’re still digging through the data and will know more soon.
Thanks for the screenshots
A week later. Still not working.
solarrolar wrote:
Mine changed it's mind again too a little later. Wow. Beyond man.
How bizarre!
Totally flummoxed. I can’t fathom how yours showed up then went again..!
I expect mine will disappear again then 😫
Hey
I’ve been working with the PM team and they’re working on changes behind the scenes on when they collect consumption data and this seems to have worked well so far. They’re still in the process of testing and once they’re happy that it works we’ll put out a comms to say exactly what those changes are so you’ll understand how they work.
Glad to hear that it’s showing you both on track now and once we have more to share i’ll let you know. If you have any further questions let us know 😊
Chris_OVO wrote:
Hey
I’ve been working with the PM team and they’re working on changes behind the scenes on when they collect consumption data and this seems to have worked well so far. They’re still in the process of testing and once they’re happy that it works we’ll put out a comms to say exactly what those changes are so you’ll understand how they work.
Glad to hear that it’s showing you both on track now and once we have more to share i’ll let you know. If you have any further questions let us know 😊
Thanks for that. Mine is flitting back and forth between “You're on track” and “..not enough data.”
Just saying, this morning it does I'm on the PM track again.
Hey
If it’s still acting like this towards the end of the week let me know and I’ll follow up with the team and ask them to check your account. I’d like to give it a few extra days just after the changes so we have extra data to share with them 😊
Hey
Please do! I’ve initially ran it passed the team so that they’re aware and they’ve initially said that the update shouldn’t be changing. They’ve asked if possible could you grab screenshots of any potential changes that way we can build a timeline if it turns out to be something they need to look into.
One other thing to note is that updated progress should show around 8PM-ish at night so if you looked at it and were off track at 7:30 and then looked again at 9 then it’s possible that it could then show as being on track if your progress changes. Let’s keep an eye on it together and if you need to then just drop me a message and I can gather some of your details to pass over.
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