How can I change the reading frequency of my smart meters? I have half hourly for gas and daily for electricity...

Well I can’t see them in the histogram - but I don’t know whether the readings being collected are for half hours or just the day’s total.

Going back to your electricity graphs for a moment….

When you hover the pointer over the bar, you should see the time and the kWh.

  That is correct.

But I was asking what happens if you click on the bar. That should change from a histogram to show a line graph

 sorry, I misunderstood..

  If I click on a bar in the  electricity histogram showing days then I do not get a line graph - what I then get is the  histogram of the half hour readings for that day. 

If you are indeed seeing the two different types of graph (as above) for electricity, what do you see for gas?

for gas if I click on a bar in the  histogram giving daily usage - there is no change  (there is a fleeting message saying ‘loading’ ) but the histogram does not change.

Hi @oldterry2 - Sorry I missed your reply. I didn’t get an email alert that you’d posted one

Your explanation (above) of what you see is perfectly clear to me.

• the electricity graphing is different to mine. Your most detailed graph is a histogram whilst mine is a line graph.
• You don’t get the most detailed graph for gas usage

I recommend you email then and provide them with the URL to this discussion. Customer Services will then be able to forward the email straight to the programming team in London for further investigation.

 Well in the meantime,  at the end of last month, I had been onto ‘hello’ again and they said “ I have raised a case with our metering team to check if the meter has correctly been installed on your account as this may be the cause of your My OVO not displaying half hour readings.”  So I shall let that progress first, before following your suggestion. 

Thanks for that update @oldterry2 

Yes, the new OVO Billing software effectively acts as the interface to send commands and receive readings from your Smart Meters. So the response you’ve received suggests they first want to check that the correct protocols have been enabled on your Account.

That still doesn’t explain why we see different types of graph for electricity, but we can return to that issue once you actually have the full set of 48 readings/day being delivered for both meters.

My gas meter was changed to send half hourly readings on 14th April (according to OVO).  A month later I still don’t have access to half hourly gas readings.  I have no problem with half hourly electric, which I had asked for at the same time.

I’ve had several email exchanges with OVO and last Thursday they said it was sorted, and since then they have not responded to two further emails  What can be done to sort this out?

I’ve moved your post here, @martinbucknall, there’s some handy info in the above thread. 

The team aim to respond within 3 working days, but if you’d like this looked into sooner, please pop our team a message on Facebook, Twitter

Thanks! 

Thanks for posting that comment @martinbucknall and welcome to the Forum.

Firstly you are doing the right thing by sending emails. During the Coronavirus Pandemic, many of OVO’s staff are working from home. An email can easily be forwarded to the most relevant person.

Could you please clarify… when you write that your gas meter was changed to send half hourly readings, are you referring to a physical exchange of your Smart Gas Meter, or do you mean that a software command was used to make the change?

Even if you mean the latter, there are two entirely different changes which could be made:

a; a SMETS Command sent to your meters to specify that HH readings are to be stored, ready for collection after midnight.

b; a change to the user-interface for your MyOVO page, such that the HH readings are to be displayed as a Usage-graph.

As you will see from the discussion above, other customers are reporting that the HH readings are being collected, but that those readings are not being displayed since their accounts have been switched to the new Billing Software.

Thanks for the quick reply!

The smart meter has been in place for a long time, it would have been a software change. The phrase I used was a quote from the OVO email to me, so I can’t say if it’s (a) or (b).  What I can say is that following my initial contact a month ago, requesting half hourly readings, I successfully got half hourly readings for electric but only daily for gas.

Thanks for the clarifications @martinbucknall 

So what you’re reporting is almost identical to what @oldterry2 has written earlier in this same Topic.

If it’s an issue to do with the User Interface for some customers on the new Billing System, then that’s down to the Programmers in London.

If it’s the case that commands need sending to the Smart Meters then that falls within the remit of the SMETS Engineering Team, based in Bristol.

The Bristol Team have lost access to their “playground” in the meter-test-lab due to the Pandemic. So that is causing all sorts of delays, especially when a reported issue affects a few customers, but not others.

They have to take great care before sending out remote code updates and commands to Smart Meters because they risk crashing the system and losing the ability to send further commands. I know… because that happened to me last year whilst I was a test-site!

Equally the Programmers may well devise a fix for an issue relatively quickly. But the new code has to go through rigorous testing before they’ll be allowed to apply it to the “live” Billing System!

Another 4 weeks have gone by and my problem is still unresolved. Even worse, OVO are not replying to my emails and if I call, a message says only emergency calls are being taken.  Does anyone have any suggestion, short of involving the ombudsman?