Newly installed smart meter - How long until I see smart meter readings on my online account?

Hi @PeterWest50,

Welcome to the OVO Online Community! 

Great to hear you have a new account with OVO Energy. If you got your smart meters fitted within the last 6 weeks this may be why you aren’t able to see your gas readings on the online account yet.

If your meters are older than 6 weeks it may mean we are having issues communicating with your gas smart meter. We’d recommend carrying out a smart meter health check for your meter type below and contacting our Support Team with the results.

I hope this helps!

I had a smart meter installed three months ago. Since then, Ovo have not been able to remotely take any readings because it’s set up to SSE as my supplier.

I’ve completed the health check form and was told it would take 17 working days. 
 

I called back after 20 working days and was told a case was raised and it would be resolved hopefully within 45 days.

Stupid thing is another Ovo engineer was here to fit a smart meter for a neighbour and told me the only way to resolve it was for an engineer to attend and configure the meter from SSE to Ovo. Which they refuse to do. In the meanwhile I have mobility issues and have to give meter readings every two days to try and keep on top of my budget because of their slow slow slow inexcusable service….

Hi @UnhappyOvoCustomer27

Sorry to hear about that.

Did the smart meter send readings to SSE when you were with them? 

No, but I have never been with SSE, I have always been with Ovo, I don’t understand why my smart meter says SSE is my provider and has the prices for the SSE tariff.

I think i remember seeing some SSE meters were being used up for OVO customers but i don't think that should have made a difference 

So i assume if you look on these pages you see no smart meter reading on any day, not even once a month?

https://account.ovoenergy.com/meter-readings/history/electricity

https://account.ovoenergy.com/meter-readings/history/gas

Is that correct?

Here is an example of mine for gas

Hi @UnhappyOvoCustomer27,

Really sorry to hear about the issues you’ve had.

It sounds like it’s already with the right team. If they are unable to fix the meter issues remotely, they will send an engineer to your property. 

In the meantime, I'd advise getting added to the Priority Services Register if you aren’t already. You’ll then be able to request meter readers to come to your property while the meter isn’t sending readings across.

Hope this helps.  

New smart meter installed, I'm electric only. After a week "awaiting gas data" showed on half of display. Weeks of emails and call a new meter was sent and worked great for 3 weeks. Now awaiting gas has re appeared. 

Is this fixable?

As you are electric only then is this a problem?

The IHDs are going to be set up to cover both fuels.

If you don't have gas then simply ignore anything that the IHD says about gas.

Hey ​@UK Mike 

If the installation is new, it can take up to 6 weeks to settle fully. It sounds like the new display has been trying to make the connection and showing that it can’t. As Nukecad mentioned, the IHDs are set up to expect to report data from both fuels, there’s no way to tell the IHD to only expect electric until it’s only receiving electric data. It’s not uncommon for this to display on the IHD when there’s only an electric supply, and won’t cause any issues to your account.

If you were to notice a gas meter on your online account or app, that’s where I would be concerned if you didn’t have a gas supply. 

It doesn’t sound like this is the case, it does just sound like it’s trying to make that connection that it can’t make as there’s no gas meter. 

We’ve got some really helpful guides in our Library dedicated to IHDs, they may also be helpful - I’m not sure of your IHD model, but you can check those out here.

If you encounter any other issues please do let us know but this isn’t going to have any impact on your account or billing.

Had SMART metre installed yesterday and my app is still asking me to have one installed. How long before my acvountbus updated?