Third-party access to smart meter data: recent failures

Hi @JaneatGlow,

Welcome to our forum. Thanks for stopping by with an update on this, it’s really appreciated.

Please feel free to reach out to myself or our other forum moderators @Chris_OVO, @Emmanuelle_OVO or @Abby_OVO if there’s anything we can help with, e.g. updating our relevant threads once this problem is resolved.

Thanks for the welcome @Shads_OVO - progress is very slow but when we have something concrete we’ll let you know, of course!

Glad I found this via google - exact same problem here in the north of England and OVO customer service have been struggling to even understand what the hell the DCC is..

I’m missing all Electric data since 19th March 2024. 
Bright, Hugo & Loop all report the same.

Sorry, Degsy - could you clarify a bit? Are you saying that OVO are getting your Hh data, but none of the third parties can? Or that nobody can get them?

OVO receive the meter reads correctly - just the electric data is missing for 3rd party apps since March.

Hello everyone - to confirm, the energy supplier gets the data from the Aclara meters just fine - but the DCC Other User role (which is what Hildebrand, n3rgy and CGI carry) cannot get the data for a subset of meters. Some come back and start reporting - and we aren’t sure why.

DCC and the meter manufacturer continue with their investigations; and we keep checking in on their progress.

Thanks for the info Jane. 

Its not a great look for such an important organisation thats housing all of our data. 

OK, thanks. The first suggestion would be to remove the various accounts altogether, and possibly uninstall the apps so long as there aren’t any data there you haven’t salted away safely. Then re-install and set up the account again. There’s some indication that existing accounts that have lost communication to the meter don’t get it back again unless the app is required to start again from scratch.

The support staff are usually helpful; I’ve had sterling service from both Bright and Hugo. n3rgy appear to have gone off in a huff and aren’t accepting new accounts, possibly explained by this rant: (11) Consumer Consent Calamity | LinkedIn  

I only setup Bright today after reading about it on here and it’s returned the exact same last update date as the other apps. It’s not an app issue, it’s the data getting to the DCC as per the above. 
 

I’ve also had excellent comms from both loop and Hugo - it’s just OVO themselves that seem clueless (although I think they were being purposefully “clueless” to buy themselves extra time as it is clearly a known issue to both OVO staff and the DCC staff). 
 

This is after having an issue about 2 years ago with the gas meter not sending readings to OVO and not one person anywhere could figure it out. They resorted to ripping the meter out and replacing it. 
 

I’m a technical engineer, so this type of incompetence is extremely frustrating. 

I don’t think OVO are at fault here. Access to your data on the meter is controlled exclusively by DCC, and OVO have no part to play. They are aware of the problems faced by some customers having difficulty retrieving data via third parties, but there’s nothing they can do other than tell DCC about the unhappy customers. Not incompetence, but impotence. Be grateful that Jane and Clive from Bright and Aclara’s engineers are keeping the pressure up on DCC to get the system working again.