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viney
Rank 2
November 4, 2022
Solved

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:

 

50 replies

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BPLightlog
Super User
BPLightlogSuper User
Super User
February 24, 2023

This is what they said:

>>I see that you have a Flonidian gas meter and we've recently had a few other customers also with an enrolled Flonidian gas meter saying their data wasn't coming through. We have raised this with the DCC to ask them if the configuration was checked with the DCC Other User role. We'll let you know when we have more news. This isn't trying to sell you our Display CAD but when customers have purchased the unit, they can then see their gas.<<

I wonder if there’s something in the set up with the proxy feed that needs one ‘configuration’ for each. 
Not that it helps a lot

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    Tim_OVO
    OVO Staff
    Tim_OVO
    OVO Forum Legend
    February 24, 2023

    Quick check, @viney - it’s just the half hourly gas usage not being picked up, rather than daily meter readings. We’re able to bill you correctly for daily costs which is the main thing. 

     

    This is what they said:

    >>I see that you have a Flonidian gas meter and we've recently had a few other customers also with an enrolled Flonidian gas meter saying their data wasn't coming through. We have raised this with the DCC to ask them if the configuration was checked with the DCC Other User role. We'll let you know when we have more news. This isn't trying to sell you our Display CAD but when customers have purchased the unit, they can then see their gas.<<

     

    Not sure there’s much more to be done at this stage then what’s happened here ^^^

    Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
    V
    Rank 2
    vineyAuthor
    Rank 2
    February 24, 2023

    @Tim_OVO thank you for your response. Please can you tell me, why is it that OVO is able to see my half hourly data but are not able to supply it to me? I have been constantly reassured that OVO can see this data. 

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      February 24, 2023

      @Tim_OVO thank you for your response. Please can you tell me, why is it that OVO is able to see my half hourly data but are not able to supply it to me? I have been constantly reassured that OVO can see this data. 

      @Tim_OVO @viney

      I wonder if OVO can't see the 30min data. 

      Perhaps the Support Team haven't communicated quite right for whatever reasons. That is one possible reason. 

      1. It isn't on the OVO app

      2. It isn't on the OVO website

      3. It isn't on the IHD supplied by OVO

      4. It isn't on the Loop app

      5. It isn't on the Bright app. 

      It is not just the DCC can't see the 30min readings. The IHD can't see the readings. 

      Try asking OVO to email a spreadsheet of all your 30min readings for the last 3 months. If they have the readings, they are able to do that. That would be a good test as to whether they really have the readings 

       

       

       

        V
        Rank 2
        vineyAuthor
        Rank 2
        August 4, 2023

        Thank you all for your helpful suggestions. I’ve tried everything suggested to no avail.

        OVO have given up on the issue I think. After telling me that it’s not possible to get hourly gas readings and to be grateful I can get daily readings.

        I’ve also requested my data from OVO so I can see if something has been missed in communication, which they are also ignoring that request. 

        I’m my last call I said I would change providers if it meant I could get the readings I’m expecting, and the customers services person said I should do that then. 

        I had already lodged a complaint with OVO, which they are not responding to. 

        I don’t know what else to do now.

        Abby_OVO
        Community Manager
        Abby_OVO
        Community Manager
        August 4, 2023

        Hey @viney 

         

        I’m really sorry to hear about this.

         

        Let me have our Forum Support reach out to you to see what they can do to help you with this. Look out for a PM from the team here soon: 

        https://forum.ovoenergy.com/inbox/overview 

         

        Currently Playing: She's Electric
        V
        Rank 2
        vineyAuthor
        Rank 2
        August 31, 2023

        Hey @viney 

         

        I’m really sorry to hear about this.

         

        Let me have our Forum Support reach out to you to see what they can do to help you with this. Look out for a PM from the team here soon: 

        https://forum.ovoenergy.com/inbox/overview 

         

        Please don’t mark this as solved - it HASN’T been solved. 

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        August 31, 2023

        The solved status is valid in this case. It’s issued when the question has an answer that helps the original user and/or wider community. We also rarely find out what happened from the original user because most of them never come back with any updates.

        For these reasons, the Solved status on the forum is completely independent of whatever actions are taken (or not taken) outside of the forum.

        Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        V
        Rank 2
        vineyAuthor
        Rank 2
        August 31, 2023

        9 months on, neither OVO nor any of the suggestions given in my post have helped with my issue. I still have no hourly gas readings showing on my in house smart display, despite following ALL of the advice given and spending hours and hours on the phone to OVO. If someone is reading his hoping for a resolution to their similar issue, I will post again once I have a resolution. 

        Emmanuelle_OVO
        Retired Moderator
        Emmanuelle_OVO
        Retired Moderator
        September 1, 2023

        Hey @viney,

         

        Really sorry to hear this,

         

        I’ll ask Forum_Support to reach out.

        Renewable Energy? Big Fan.
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        OVO (S) Gas Limited is part of OVO Group Ltd