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

So I was with SSE and everything was fine. Got changed over to OVO. The gas account is fine but the electric is all over the place. I got smart meters fitted today and the correct reading is 1990 but based on previous smart meter readings (that were wrong) it looks like I’ve used over 1,000 units in 6 weeks. Which is more than I used in the last 6 months. 

Hi @Johnk2473 

Oh yes I can see, those readings are all over the place. 

The good news is the engineer that fitted your meter will have jotted down the final reading on the old meter, and the start reading on the smart meter. In 6 weeks or less, all the info from the engineer notes will be on file and your account will be updated. A billing suspension is likely in place whilst this happens. 

There’s a similar topic here: 

New account, half hourly electricity data, no gas data. Why?

The gas meter supplies its data to the hub attached to the electricity meter for transmission to the DCC and thence to OVO.  There are lots of reasons for things not to work properly.

Are you looking at the in home display or your account with OVO?  @Blastoise186 is the expert.  He might need photos of your meters and descriptions of your flashing(or not) lights on the meters and comms hub to make a diagnosis, so if you can be prepared it will help.

OVO faqs implies this is a new customer issue. I have gas cost data on my home read-out monitor. Must be taking time to link up SSE gas data to the OVO app. I am in watchful waiting mode and will check again every few days.

Thanks for taking the time to respond.

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?

We were told up to 4-6 weeks for everything to connect and start working properly when we had ours installed.  That was a while back so things may have changed, and I think in the event it was much quicker (maybe 2-3 weeks).

Yeah, it does take a little while. Used to be 4-6 weeks but these days tends to be more like 2-4 weeks after OVO managed to speed things up a few years ago.

Biggest reason for the slowness is the testing and record updating requirements across the various systems in the industry. It’s not the fastest thing in the world unfortunately. There’s also the requirement to verify the final reading from the old meter and that’s needed before it can be yanked off the account.

Keep an eye on things for now - it should show up soon!

Hey ​@MagMac 

Welcome to the Forum!

I’m glad to see Woodstok already shared their personal experience of how theirs went, that’s pretty much how it tends to go.

It can take up to 6 weeks, though usually takes less than this. If you’ve not seen any changes on the account after 6 weeks and it’s still showing the old meter details, please do reach out to the Support Team so they can investigate what might be causing the delay.

As mentioned, it hopefully shouldn’t take this long to start reflecting on the account. The following similar topics may also be helpful here:

I hope this helps.😊

I would expect that, it's likely the app/account takes up to a couple of days, maybe even two weeks, to update after it's installed. If it is still showing that a week or so later I would contact my energy provider.