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viney
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November 4, 2022
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Smart Meter communicating with OVO but gas usage info not showing on Online Account?

  • November 4, 2022
  • 50 replies
  • 4883 views

My gas usage is not showing hourly, although electricity is showing hourly. The smart meter is sending half hourly info and this has been checked by OVO. I’ve uninstalled the app and reinstalled it, checked online, logged out and back in again, and was told to ask on here for help by the chat assistant, as I think they have run out of ideas. Does anyone have any ideas please?

Best answer by Jeffus

Updated on 15/10/25 by Chris_OVO:

 

@viney

1. Check your gas readings page to make sure your gas meter is sending daily smart readings. 

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

You should see a daily reading with the word smart next to it. 

2. Ask OVO to set your gas and electric meter reading frequency to every 30min. 

3. Run this check 

https://smartmetercheck.citizensadvice.org.uk/

 

If your smart meter is sending us reads, but your online account / app ‘Usage’ pages aren’t showing correct data, then it could be that one or both of the meters isn’t set up to provide half hourly readings. You can change your reading schedule to half-hourly following this guide:

 

 

We’ve also got some great guides on viewing your ‘Usage’ pages, and identifying smart issues, in your online account and app:

 

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V
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vineyAuthor
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November 14, 2022

One more thing from me.

Please head into the app then go to Account > App Info and tell me the following:

  • App Version
  • CodePush Version
  • Also, what version of iOS are you on?

This info helps the developers a ton when trying to reproduce issues.

Hi @Blastoise186 iOS version 16.0, 

App version 15.5.0

CodePush version V375

thank you :)

 

 

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vineyAuthor
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November 14, 2022

No 3. Doesn't make any sense, OVO can show 30min gas and electricity kWh usage on the usage page . If they are getting the data. The usage page can't display 30min cost data

No 5. Doesn't make any sense  as to why ovo are not displaying the data if they have it. I am not convinced they really have it in your case, although it may be correctly stored in your home. 

No 2. Is interesting. The 3rd party apps like Bright work in a different way to Suppliers. 3rd parties like Bright can only access usage information in kWh from your meter under their ofgem licence agreement. So they can see how much you have used in kWh in a specific period. If your meter is setup for 30min readings they can see 30min usage data in kWh. OVO can see different data as well under their ofgem license agreement. So ovo can get actual meter readings rather than usage every day they can use to populate the meter reading page and hence your bills.

The fact the Bright app doesn't work all all for gas as well as ovo 30min usage on the usage page points to it not being an ovo specific issue. Rather a 30min gas usage issue problem. 

As another check you could see what Loop displays, to see if they also can't see your gas usage. 

https://loop.homes/

Hugo is another app you could try

https://hugoenergyapp.co.uk/

If you post a photo of your gas and electric meters, @Blastoise186 may have some suggestions.

At least for now the daily readings are being display on the readings page and your bill is correctly updating. This doesn't use the 30min gas usage. 

 

thank you @Jeffus, I’ve installed Loop and that isn’t showing gas at all, either. 
I’ll try Hugo too.

in case it’s of any importance - in Bright settings, I have a gas mater, a proxy meter and an electricity meter. I don’t know what a proxy gas meter is. 

i can’t add a picture of my meter to this post, so I’ll add it below.

Jeffus
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Jeffus
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November 14, 2022

@viney would you mind posting a screenshot of this page as well

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

Jeffus
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Jeffus
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November 14, 2022

thank you @Jeffus, I’ve installed Loop and that isn’t showing gas at all, either. 
I’ll try Hugo too.

in case it’s of any importance - in Bright settings, I have a gas mater, a proxy meter and an electricity meter. I don’t know what a proxy gas meter is. 

i can’t add a picture of my meter to this post, so I’ll add it below.

 

@Blastoise186 do you know what a proxy meter is? 

V
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vineyAuthor
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November 14, 2022

 

V
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vineyAuthor
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November 14, 2022

@viney would you mind posting a screenshot of this page as well

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

 

BPLightlog
Super User
BPLightlogSuper User
Super User
November 14, 2022

@Jeffus gas proxy is mentioned in the system design here https://www.ncsc.gov.uk/information/the-smart-security-behind-the-gb-smart-metering-system

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    Jeffus
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    Jeffus
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    November 14, 2022

    @Jeffus gas proxy is mentioned in the system design here https://www.ncsc.gov.uk/information/the-smart-security-behind-the-gb-smart-metering-system

    Interesting. Thanks. You learn something every day. 

    @viney so nothing special about the proxy info. I can see the same on my Bright app settings. 

     

      V
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      vineyAuthor
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      November 14, 2022

      @Jeffus gas proxy is mentioned in the system design here https://www.ncsc.gov.uk/information/the-smart-security-behind-the-gb-smart-metering-system

      Interesting. Thanks. You learn something every day. 

      @viney so nothing special about the proxy info. I can see the same on my Bright app settings. 

       

      Thank you @BPLightlog and @Jeffus 

        Tim_OVO
        OVO Staff
        Tim_OVO
        OVO Forum Legend
        November 15, 2022

        Great diagnostics support on show here. I agree it sounds like everything with the meter is fine. OVO should be able to visualise your gas usage like this:

         

         

        I’ve asked our Forum_Support team to private message you, @viney to see if they can spot anything internally that alludes to the issue. We may need to pass on feedback to the agent you spoke to who advised daily gas usage isn’t a thing...

        Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
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