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

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..

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.