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

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.