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Smart meter isn't giving enough data for Power Move


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)

 

Best answer by Chris_OVO

Updated on 07/03/25 by Emmanuelle_OVO:

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To be eligible to join Power Move, you need to:

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What if my smart meter stops communicating?

 

To take part, your smart meter needs to be working and connected to the internet.

We need at least 14 weekday readings to calculate your monthly average peak usage. If there's a technical issue and we can’t get enough readings for more than 7 days, we may have to remove you from Power Move. 

See our guide to fixing common smart meter issues.}
 

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Hey @Kall,

 

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! 

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31 replies

BPLightlog
Plan Zero Hero
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  • Plan Zero Hero
  • 2728 replies
  • October 14, 2024

Sometimes even with readings showing they will be estimated. If you check the detail it might say. Otherwise query it with customer support. 


  • 0 replies
  • October 14, 2024

Nah, they are not estimates. I know exactly what I use and the readings are accurate.


  • Carbon Cutter****
  • 96 replies
  • October 14, 2024

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? 


  • 0 replies
  • October 14, 2024
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.


Forum|alt.badge.img
  • Carbon Cutter**
  • 22 replies
  • October 14, 2024

For the first time in all the months I’ve been doing power move my meter has also ‘not sent enough data’ like yours @Kall.

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. 


  • 0 replies
  • October 14, 2024

@solarrolar Well where's the one or two there's bound to be more and most probably don't visit this forum. Let's just hope it's OVOs system and it will rectify itself. I won't lose sleep over £12


Nukecad
Plan Zero Hero
  • Plan Zero Hero
  • 735 replies
  • October 15, 2024

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).


  • Carbon Cutter****
  • 8 replies
  • October 15, 2024

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.


Emmanuelle_OVO
Community Manager
  • Community Manager
  • 2562 replies
  • October 15, 2024
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 @Kall 

 

Are you able to send a screenshot of the above? I can take a look into this for you. 


Emmanuelle_OVO
Community Manager
  • Community Manager
  • 2562 replies
  • October 15, 2024

I’ve flagged this to the team to investigate but any screenshots of the readings would be really helpful 


  • 0 replies
  • October 15, 2024
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 @Emmanuelle_OVO 

 


Blastoise186
Plan Zero Hero
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  • Plan Zero Hero
  • 7965 replies
  • October 15, 2024

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.


Emmanuelle_OVO
Community Manager
  • Community Manager
  • 2562 replies
  • October 16, 2024

Thanks for the screenshots @Kall. I’ve forwarded to the team, I’ll let you know when I have an update.


  • 0 replies
  • October 16, 2024

@Emmanuelle_OVO Thanks . Just to say, it's still the same today.


  • 0 replies
  • October 21, 2024

A week later. Still not working.


  • 0 replies
  • October 21, 2024

@solarrolar Did you get yours resolved?

Mine just sorted itself out.

 


Forum|alt.badge.img
  • Carbon Cutter**
  • 22 replies
  • October 21, 2024

@Kall  No. I was hoping it would sort itself but I’m going to have to chase it up. Annoying as my half hourly readings are all there in black & white when I look at my usage. 


  • 0 replies
  • October 21, 2024
solarrolar wrote:

@Kall  No. I was hoping it would sort itself but I’m going to have to chase it up. Annoying as my half hourly readings are all there in black & white when I look at my usage. 

Mine changed it's mind again too a little later. Wow. Beyond man.

 


Forum|alt.badge.img
  • Carbon Cutter**
  • 22 replies
  • October 22, 2024

@Kall and mine just told me I was on track for £6.00 this morning! 
How bizarre!

Totally flummoxed. I can’t fathom how yours showed up then went again..!

I expect mine will disappear again then 😫


Chris_OVO
Community Moderator
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  • Community Moderator
  • 724 replies
  • October 22, 2024

Hey @Kall and @solarrolar,

 

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 😊


  • 0 replies
  • October 22, 2024
Chris_OVO wrote:

Hey @Kall and @solarrolar,

 

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.


Chris_OVO
Community Moderator
Forum|alt.badge.img
  • Community Moderator
  • 724 replies
  • October 22, 2024

Hey @Kall,

 

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 😊


  • 0 replies
  • October 22, 2024

@Chris_OVO I will do Chris, thanks. Currently it says it's on track. I check it over the next couple of days and see what happens and let you know.


Chris_OVO
Community Moderator
Forum|alt.badge.img
  • Community Moderator
  • 724 replies
  • October 22, 2024

Hey @Kall,

 

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. 

 


  • 0 replies
  • October 22, 2024

@Chris_OVO The only changes are after my last screenshot which I took about 11pm (The “On Track” one ‘before’ that was taken about 9:30 p.m.), it then changed to the one here again earlier today. I'm keeping an eye on it.

 


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