RTS Meter replaced successfully with new smart meter!

6 Weeks are up. Still no usage data. I’ve been on to support and got this response ‘it looks like we're still waiting for the Industry database to recognize your meter setup as changed. So right now your MPAN, the number that is used to address your meter, is still thought to be the old meter type by the National database. So the app is defaulting to that message. It really should sort itself this week as it's their time frame, I'd give it until Friday or Monday and if not sorted by then, then we have authority to have it chased up.’ 

That’s very frustrating, I’m sorry to hear that ​@awills61. 

Sometimes, because we rely on third parties like the national database, there can be delays. 

Please keep us posted with how you get on. 

I hope you dont mind me piggybacking on your thread.

I had a THTC meter replaced with a smart meter last December (and there's a thread somewhere with my questions while that was going on, thanks to everyone who helped then). I stayed on a 2-rate tariff, and since then we've had a heat pump put in. I'm giving the E10 tariff a year to see how it works out for a heat pump before deciding what to do next.

It would be really handy for this if I could use the usage data in the OVO app to see consumption through the day (the meter is giving half hourly readings) but I too still see that error message on the app and website, almost 7 months later. The smart meter API still shows the old meter, but it has an "end" field set to 9 December 2024.

I've emailed twice over the past month (it's hard to call during opening hours when we both work office hours). I would say the advisors call back pretty quickly and then follow up with an email, so that's good!

The first time, I was told it was because the old heating meter was still around in the background so they'd get rid of it within 2 weeks. When the error message was still there 2 weeks later, I emailed again. This time I was told the old heating meter couldn't be removed from the database entirely in case needed for back billing, disputes etc and anyway it would be very difficult to do. So I was told he'd pass the issue to the app/website team to fix it. 

A week later and there's still no change, the error on the Usage page is still there.

Does anyone know if the old heating meter's presence, even if past its end date, is the cause of the lack of usage data, and if so how this can be resolved?

In the meantime I'm using the Bright app but there's often delays getting the data to the app which presumably wouldn't be the case for my own supplier.

Still no usage data, so another web chat. It has been updated on the national database but the issue now appears to be some missing readings. I’ve been advised that they should be fixed today and usage data should appear tomorrow.

Hey ​@awills61, 

Good news! It sounds like progress has been made, and you should hopefully start seeing your usage data come through by tomorrow. Please keep us updated

Hey ​@ClaireL, 

Have you contacted the Support Team for an update on your ticket and to check on the progress of your access request? Contact options are available in the article below

​@Chris_OVO I hadn't chased yet because I was wondering if anyone had any insights on what I'd been told, in case it helped me explain to the advisor, but I have now emailed again so we'll see what the outcome is.

Please keep us posted ​@ClaireL 🙂

I still don’t have usage data. A web chat today says that “it could be down to the meter set up previously, where there was a heating meter before, the meter details for that meter, need to be removed fully, in order for the usage graphs to work now.” and that this will take a couple of days. 

My account on the. website now shows this

with something similar on the App.

Shouldn’t this have been a process within the ‘6 weeks before everything is working’?

And I've been advised: 

"This email is regarding your old meter query. I've looked into this and found that the secondary meter has been fully disconnected and de-activated from the national database. The previous advisor had raised a case and the relevant team has resolved this for you. The billing team will now amend the contract to ensure that the smart meter is correctly registered as a 2 rate meter. Once the account is updated, you will start receiving accurate bill and you will also be able to see your consumption data on your online account."

Trouble is, I'm on an E10 fix already and (after a bit of initial hassle getting billing to allocate the right units to the right rate) my billing is correct... Fingers crossed!

Hi ​@ClaireL ad ​@awills61,

I’m sorry to see how long it’s taken for everything to settle down. The general rule of thumb is that everything is updated within six weeks, however there can be delays to this, especially in circumstances such as yours when customers have been changed over from more complex setups. It all relies on details being changed on your account, and the National Database, and also the correct data flows being sent / received by the two parties.

​@ClaireL please let us know when you hear back from our Support Team, hopefully they’ll get back to you soon if they haven’t already.

​@awills61, what you are now seeing is the ‘onboarding timeline’, which you’d see if you had just begun the process of switching to OVO. I would imagine that, if you can see this timeline, this must mean that a lot of work is currently going on with your account. Hopefully this will be fixed soon - these sort of changes can be very complicated on our side and require a lot of manual work to be done on your account. For any updates you’ll need to get back in touch with our Support Team. As this has taken over six weeks, you’d also be within your rights to request a complaint be logged, which would mean you’d then be speaking to one complaints handler, rather than a different advisor each time you contact.

Just to let you know, once this is all updated you may not see historic data on the ‘Usage’ tab, and it may only start from the day everything is fixed meaning that, for a time, you’d only see usage recorded on the ‘Day’ tab.

Keep us updated on your progress.