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

Do you mean that your meter readings are increasing faster than usual? It’s only meter readings that count when it comes to charging you money for the energy you use. Usage data aren’t used for billing except for some add-ons like Charge Anytime, which doesn’t use the data transmitted via DCC. 
 

What do you mean? You earlier said it doesn’t show readings. How it could charge you then? And how you got 3x number if readings are missing?

Hey ​@Millarmaid, 

Did you manage to find your readings or are you still having issues with them? 

Hi all, we are on Intelligent Go, and with 2x EVs, ASHP and solar & batteries, we are pretty heavy users. We haven’t had a bill since November, so got in touch with 🐙 via twitter chat, who advised that my smart meter was having difficulty sending readings they needed. Octopus compare app also shows various days missing: 

https://ibb.co/R9wYdx8

But I went onto the N3rgy website and downloaded my smart meter data from the DCC, and the days they are showing as missing seem to be there and complete. Also have full records on the Ohme app of charge sessions for Intelligent Go). 
 

https://ibb.co/28Hm00c

🐙 don’t seem interested in the fact I can access the data (which to me suggests the meter is working ok). 
 

What can I do? Scared to charge my car at present as worried they are going to charge everything at a standard rate.

Thanks

It will depend on the person you get to reply but a request for a manual data pull can often get a result. Sometimes a glitch can stop records being processed and that needs a manual recovery. 
DCC don’t store your data so anything you are seeing elsewhere will be from their own system (even if it was received via DCC).

Your request may need to be persistent to reach someone who can recover the data for you. An alternative would be a power cycle on your meter. 

Thanks. They say they have requested the data manually, but it hasn’t worked. 
 

When I asked why I was able to see all the data, they stated that the health checks show that they have no connection with the comms hub so there is no indication that there may be a different issue elsewhere.

They also said they have also requested the data from the DCC however this takes slightly longer to come through than directly from the meter. 

Do I keep persisting? 

Suppliers don’t have direct contact with the meter - it all goes via DCC.

If you want to get to the bottom of things, I would keep asking. 

Thanks. One more question - When I go to the n3rgy smart meter check (https://homebrew.n3rgy.com) there is a message at the bottom saying:

”Cache: 2025-01-15T21:04:15.186Z [cached]” 

What does it mean? This is around the time I first visited the site, so am wondering does it mean the site can’t currently connect to the meter, so is using a previous cached version? 

When you visit that site, it ‘records’ the result. So what you are seeing is from that time slot. 
I don’t think it necessarily means that it can’t connect.

Is there a way to get it to refresh? 

I’m not sure. I thought it would be a local cache on the pc but I’ve just tried on my own data, cleared the web cache but it still reports an earlier result

My electric smart meter is not sending readings and no electricity data is being displayed on the IHD. The gas reading are being sent and is being displayed on the IHD. The SAN and LAN lights on the electric meter are flashing every 5 seconds which according to the help page means they should be fine.

Please check your online account:

1. On the Profile page, click View settings under Set how often meter readings send. On the page that opens, make sure both of the half-hourly options are selected. There’s an industry wide change coming to meter reading consent, and we want to share the details with you | The OVO Forum  
2. Open the Usage pages and look for data on the Day tab for recent days.
3. On the Meter readings page, click the View reading history buttons in turn to see what readings are being received. 

What did you discover?

Reading are set to be sent every half hour, the electricity reading was sent by smart meter until 24th January after that I've sent in manually each week.

That’s a job for Support, then, if meter readings aren’t being retrieved. What about usage data - anything on the Month and Day tabs? They may be showing estimates, which should be fairly obvious.

You might try running this little tool that checks how the meter is communicating: https://homebrew.n3rgy.com/ Just enter your 13-digit MPAN and tick the tiny confirmation box before clicking Check meter. You can safely ignore any warnings about expired certification or out-of-date firmware, but any others may indicate where the problem lies.

Last, you could sign up with one or other of the third-party services that can access your meter and retrieve usage data from it. Two popular ones are Bright and Loop. If they can’t get anything either, there’s a bigger problem.

Have a faulty electrical meter since 08/11/2025 and despite contacting 5 customer services agents no seems capable of arranging an engineer visit.  Is this normal 

Is this a smart meter?

In what way is the meter faulty? Not every fault requires an engineer visit; there are some that a visiting engineer cannot fix, and some that can only be fixed by exchanging the meter for a new one. 

The more details you give of the situation, the more likely it is that we could make helpful suggestions. A clear photo of the offending meter is always helpful.

Have spoken to 5 agents, send multiple photos and despite them claiming to try and access no o e can fix this or even arrange to book an engineer despite saying it needs one

Please show us the photos here on the Forum. With those, we can ask someone like ​@Lukepeniket_OVO to take a look.

Remember, we can’t see your account so we don’t know what you’ve sent in.

Customer service say it not communicating information and need engineer but they can never find a date to book one

Finally got an appointment for engineer vist after 6 attempts.   Still can't understand why customer service cannot get access to book an engineer without so many issues 

Thanks for the photo. The meter seems to be working as intended, and looks to be in prepayment mode - is that right? If it’s just that the meter’s not in communication, that’s most probably a problem with the communications hub connected by a cable to the Kaifa box on top of the meter (or - possibly - with the Kaifa adaptor itself). 

Let’s hope our metering guru can help out here.

Hey ​@Mabh 

I’m glad to here you’ve got an appointment booked now after some attempts at the Support Team.

Though as some of our volunteers mentioned, the team won’t just book it without asking questions to make sure the correct work is completed, some meter faults can be fixed remotely so they would have had reason not to book this straight away.

What is the fault you’ve been reporting to the team? As Firedog mentioned, the meter appears to be on and you’ve not mentioned here what the problem has been with it.

Do let us know how you get on.

Hi all, as pictures say, my reader hasn't been working properly for last couple of days. Have put fresh batteries in, kept it by electric smart meter inside building, as gas one is outside, for around 3 hours, to try and connect, but no avail. What to do please?

Hi ​@Mop ,

Sounds like your IHD has somehow been kicked off the network. Please get in touch with OVO Support and they’ll see if they can restore it for you.