All i can think @TomThumb is that you put in a complaint and see what response you get from OVO and then potentially the Energy Ombudsman after a deadlock letter. 

It has been raised many times over several years on the forum, i think you aren't going to get any closure from the forum? You will just end up reposting every quarter.

I have added an Idea, so feel free to add comments to it or vote for it if you wish

So at first the readings disappeared (in 2022), then OVO said my meter is faulty. While waiting months (4+) for my meter to be replaced, the readings somehow re-appeared. Then finally a new meter was installed on the 29th of March 2023. 

But since the 29th of march, the meter readings have disappeared again. Everything on the new meter seems fine. I waited over 6 weeks and still nothing.

@Tim_OVO, please can you help? This is a bit ridiculous. I keep having to submit readings for a supposed smart meter.

Hey @rasikajay 

Sorry to hear about the issues you’ve been having.

We’d normally expect the meters to be communicating properly within 6 weeks, but some issues like signal issues can still occur.

I’ve read other threads with reports of readings disappearing and coming back, I’ve linked a similar topic for you:

 
As we don’t have access to accounts here at the Forum, we can’t tell what the problem may be in this case, so it will likely be best to contact the Support Team to have them investigate the issue.

I’ve done the health checks and the smart meter appears to be fine and it has full signal. It’s further confirmed by the fact that I can see hourly readings on a third party app (Bright app). So the meter is sending readings to DCC. This suggests that something is wrong on the OVO side? it’s been 2 months now!

That doesn’t mean it’s actually sending readings to OVO (DCC can’t see these remember). One of the common culprits is that the Read Schedule on the meter got messed up. OVO can send a command to reconfigure it which often works in those cases and is worth trying.

I appreciate that and I've been trying to get OVO do something that actually works. Every time I speak to someone I get a different response but nothing is actually working. It's mostly along the lines of "it disappears for some people and reappears magically" which isn't really an acceptable solution.

Also, I did not say that meter is sending to OVO - if my understanding is correct, smart meters send readings to DCC servers and OVO (and others, like bright) subscribe (or pull) from DCC?

I appreciate that and I've been trying to get OVO do something that actually works. Every time I speak to someone I get a different response but nothing is actually working. It's mostly along the lines of "it disappears for some people and reappears magically" which isn't really an acceptable solution.

Also, I did not say that meter is sending to OVO - if my understanding is correct, smart meters send readings to DCC servers and OVO (and others, like bright) subscribe (or pull) from DCC?

With OVO, do you see anything now on both these pages for the new meter? Even a single reading? 

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

https://account.ovoenergy.com/usage

You have probably already done this, but worth asking again for OVO to reset the meter for 30min readings. 

We have definitely seen situations where the 3rd party apps pick up 30min readings but OVO don't for whatever reason.

The data suppliers like OVO can access is currently different to the data that 3rd parties like Bright can access so this can sometimes make comparisons harder. For example Bright can't access the data which OVO displays on the readings page

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

Nope - no meter readings from the new meter since it was installed on either of those pages.

OK

Well at least that is clear then, OVO are not picking up the meter reading data that is used for billing (that Bright can't access) or the 30min usage data (that Bright can access). 

In two months, OVO really should have managed to start to populate their database. 

Are the MPAN and Meter Serial numbers correct for the new meter on this page? 

https://account.ovoenergy.com/plan

The meter serial number matches, but I can't find the MPAN on the actual SMETS2 meter?

Also, thank you for your help

 Some screenshots from OVO vs Bright.

On the IHD, the MPAN is coming up as "Waiting for MPAN".

@rasikajay 

You would usually get the MPAN from the IHD, but clearly that isn't working yet either. 

You can see the MPAN the Bright app is using. 

From the Bright app, select the menu, then Settings. You will then see the MPAN.

See if this is the same as the OVO app.

Is that a new IHD you were given with the new smart meter? Or the old IHD you already had? 

Just so you’re aware, IHDs rarely manage to retrieve the MPAN. I’ve only ever seen it work in one or two cases.

Thanks, interesting. Always been fine on mine

Thanks - Yep, MPAN is the same on both apps.

This is the new IHD which was paired with the new smart meter.

My little Pipit 500 reports both the MSN and the MPAN ...

Hey @rasikajay,

Sorry to hear this,

I’ll see if Forum_Support are able to reach out and investigate this a bit further for you. 

Thanks, I've been on the phone and even tried the WhatsApp number explaining the situation in detail. But I keep getting the same exact response - "do a health check - we'll replace the meter, again..."

The DM from forum support is also asking me to do the exact same thing that was done to the previous meter - but clearly this meter is sending data. At this rate, I might just give up on OVO and switch to another supplier.

A quick update on my issue. I was finally able to solve this for good. I've switched suppliers and the readings became available within a week! Thank you for everyone who tried to help

Same here rasikajay.

The response I received from Ovo was very poor.   The webchat person was insistant that I only used 47kWh in a full month for electric - you could clearly see that it had stopped reading on 8th May.    He just would not be swayed even though I advised him that my fridge alone used 30kWh.

I gave up in the end and switched to Octopus.   Talk about chalk and cheese - they seem to be great and have some very innovative EV tarifffs compared to Ovo.     To be honest though - if Ovo finally come up with a good EV tariff I may be back.

THE LAST DAY OF EVERY MONTH OVO does not record my gas or elec meter readings. Therefore It does not update my ‘money pot’ balance. why is this and when is this goin g to be corrected?

Are you sure it’s ‘every month’? Some customers have noticed that there has been no reading recorded for the end of each quarter for the past year or so, meaning no reading for today 1 October.

This seems to apply only to those with a smart meter connected to the DCC.  

A missing reading for a single day won’t have much effect; although the bill for the last month will be based on an estimate, it will be a reasonably accurate one.

Thanks for that Firedog. You’re correct. I looked back and it is quarterly. I’m such a loser - lol - I spreadsheet my utility meter readings and compute anticipated costs on a daily basis. I bounce my figures against OVO’s. You mentioned meters connected to the DCC. What is DCC?

many thanks