Lost Connection - Smart Meters not sending meter readings and no data on In-Home Display (IHD) - Why?

Hi @Technophobe ,

We can try to help with this, but I need to ask you what the WAN and HAN LEDs are doing first.

Could you let me know as this guides my advice - once I have that info, I’ll update you on what direction I’d like to take this.

Thanks!

I've no idea what these are. Sorry! 

Have found them. Both are flashing green at the same time wirh maybe a four or five second gap between flashes 

Thanks - that eliminates a LOT of possibilities.

Next thing to do, is please could you run a lookup via https://homebrew.n3rgy.com and tell me if you see any Errors or Warnings. Be careful not to post personal info like your address or MPAN/MPRN on the Forum because this tool WILL show them in the results!

"DCC reply not available" is all it says.

Sorry. Did you mean to put tha4 information in when using the tool, just not to put it on here? 

I'm.a 72 year old pensioner with M.E. and just hopeless at this sort of thing, but it gets very stressful. 

Ah, I have found these numbers on my billing. Phew!

Please confirm it's ok to put them into the tool, just not on here? Thanks.

No that’s fine - the info that’s already on the Forum is now all I need to know. But I didn’t expect that error to come back…

It sounds like something’s gone badly wrong here and fixing this may be beyond OVO’s own control. Try putting the MPAN and MPRN into the tool again now and see what you get back. It’s OK to put them into that tool - just not on the Forum unless you want me (and the entire Internet!) to be able to identify your exact home address.

I'll do that ASAP, but not immediately.

I have not moved, changed or adjusted anything.

Things are exactly as they were when set up late last year and, if my memory serves me, was a mere continuation of an existing supply to the previous occupamt.

Ok.

I decided to tackle it as have gotten so anxious.

There are three warnings, all with energy supplier responsibility.

1. Electricity meter. Security expired 29/0524. Security certification has already expired.

2. Gas meter. Expires 11/10/24. Certification will expire in three months or has already expired.

3. In Home Display. Firmware is older than expected,  greater than 5.

It's made clear it's the energy supplier's responsibility on all three.

As well as my age and chronic health condition, my dear son suddenly and completely unexpectedly passed away in February which may account for any "negligence" on my part. What now? Thanks.

Those are just Warnings rather than Errors - they’re not actually of that much concern and wouldn’t be the root cause of this issue. I’ve seen tons of meters spit those out and still work fine.

I’ll be back shortly

Hi @Technophobe,

I’m sorry to hear this.

It seems our forum volunteer has already given some good advice here. 

It may be worth reaching out to our Support team so that they can look into this further for you. 

Please keep us updated with how you get on.

I don't know who has triggered OVO engineers to come out to check what's wrong, but I'm truly grateful. The lady who booked the visits for next month as the earliest said she had tried at her end and had failed to find things working. Onwards!

Important to repeat, I have not touched, changed, moved or adjusted anything. It's all exactly as it has always been.

Thanks again.

Hey @Technophobe 

Sorry to hear about this issue you’re having but I’m glad to see you’ve had lots of help here already, and I’m glad to here the team will be sending an engineer out to take a look. 

Keep us updated with how that goes.

my smart gas meter has not been sending any readings to ovo  since 4th sept   have bee sending readings manually also i have no gas data on my ihd   only electric

Howdy @TIBO56 ,

Did you try the tool at https://smart-meter-help.ovoenergy.com by any chance? If that doesn’t work, let me know.

Since Saturday there don’t appear to be any readings on the app. It says missing data. Meter seems to be recording accurately and the meter is sending readings but Ovo isn’t receiving or recording them? Is there a major issue at Ovo?

You say that the meter is sending readings .. can you see the readings elsewhere or are you assuming based on the led flashes?

The readings are sent via DCC and a third party so it may be nothing to do with your supplier. 
There have been a number of updates to the data system over the last few days due to the price updates from 1st Jan. 
You can usually check your meter via the online form

It’s also worth noting that DCC has been smashed to pieces (again) in the last few days due to price cap stuff - it could just be that and if so, a temporary issue.

Thank you

The meter is working and the correct light flashing. It’s just that the readings on the app don’t correspond to the readings on the meter? 

I’d give it a few more days and if things still don’t work, try https://smart-meter-help.ovoenergy.com . I’m in the view that this may just be a temporary thing though

Also the app is asking us to submit a reading yet if we try it says you have a smart meter so don’t need to..

I’ll just try calling them tomorrow 

I do think as you suggest that it’s a computer failure at their end..

Live Chat is faster via https://ovoenergy.com/help .

Please try to keep the phone lines free for more urgent matters unless you absolutely must get in touch via phone - especially this week.

Out of curiosity checked my app and it appears I’m having the same issue. I see my IHD several times a day and according to that my smart meter works as usual. I would agree it’s probably to do with DCC. Fingers crossed it soon will be back to normal. 

I wouldn’t care but for the fact Ovo are currently charging the property 3x as much as the daily usage normally is..