Why has my usage data from my smart meter not updated on my online account for two days?

Hey ​@Patrick K 

Sorry to hear this, as Blastoise186 mentioned this actually isn’t the first time we’ve seen this pop up recently, I think they were thinking of these recent comments from another user:

I would definitely agree with Blastoise186 that contacting the Support Team will be the next best step so they can take a look into the readings and meter communication from their side, this isn’t something we have access to here at the Forum, but based on the above user’s similar experience, it’ll definitely be a good idea to reach out to the team.

Do let us know how you get on with this.

Hey ​@Funday 

I’m glad to see Blastoise186 has already stopped by here, if you could share a photo of the meter here that would be really helpful in getting you in the right direction.😊

Hi Abby,

You asked me to update the thread with progress.  There is nothing to report as I haven’t had any response to my case submission.  Only a couple of weeks, so perhaps this is normal.

Still no response or even acknowledgement of my case submission, after a month.  I have chased it once.  I assume it is in the “too difficult” category and it is easiest to ignore me.  I will not waste any more of my time.

Morning ​@ianbar,

I’m really sorry to hear that this hasn’t been resolved. Are you receiving bills and, if so, are they correct to your new meter readings?

I’d recommend making a complaint if one hasn’t already been logged; this is definitely grounds for one. This seems too long for a fix in my opinion.

Let us know how you get on - I really hope this is resolved soon for you 🤞.

Thank you Ben.  Yes, the meter readings and billing are correct, and I can see from the usage data on the app that OVO are getting half hourly updates.  It is just that the reading history, in the app and the online account does not update.  I supposed that OVO would be interested in putting this right but,  apart from mild irritation, it has no practical effect on me.  I am therefore disinclined to pursue a formal complaint.

Fair enough ​@ianbar. If you do get back in contact with the Support Team at any point I’d just recommend asking them if a CCSD has been raised to our IT team. This is the sort of IT ticket we’d raise for instances like this.

Hopefully this can be fixed at some point soon. I’m glad the billing isn’t affected.

Cheers!

So I switched to OVO at the start of September, and the past two months with the app, I’ve been able to see my gas usage, but not my electricity usage. I phoned a few days ago to ask why this was, and the person on the phone wasn’t much use. He just said it’s because my smart meter wasn’t set to send readings every half hour. He then went on to amend this, but it still hasn’t helped. Has anyone had this issue? I’m worried that my energy usage isn’t being accounted for in my bills and I don’t want to end up getting hit with a huge bill at a later date!

When I log into my account on the app, the first thing that I see (Home) is “Today’s balance”. How are you planning to pay for your energy usage? Have you made any payments yet? If you go to the Usage tab, does it show your total usage for each day that you choose or does it just show the cost of your gas? Have you looked at your bill for September? If you go to the Bills tab, you should be able to see and open your latest bill. Does this only show the cost of gas or your cost for electricity too? On that same tab, there is a large section called “Charges and payments”. If you click on that, it should show you the cost for your Current billing period. Clicking on Details will open up your Charges breakdown where you should be able to see if both electricity and gas are being charged.

Morning ​@morgeeenn and a warm welcome to the OVO Forum!

There’s a chance that the smart meter isn’t communicating, but there’s also the possibility that it’s set to monthly reads, and the change to half-hourly hasn’t gone through properly. Please could you log in and check the reading schedule. If it says online or on the app that it’s set to half-hourly, change it to monthly or daily, leave it a couple of hours, and then switch it back to half-hourly. On the other hand, if you check and it’s set to daily or monthly, change it to half-hourly.

You can find out how to change the reading schedule in this guide:

Please note, once you’ve changed the reading schedule, you’ll need to wait until the next day to see if it’s all working - the update to the ‘Usage’ graph section won’t be immediate.

If, by the next day, your usage still isn’t being reflected, get in touch with our Support Team who’ll be able to look into this again for you.

I’d also advise checking your meter reading history online or on the app. If the smart meter is sending us readings monthly they’ll be labelled as ‘smart meter readings’. If they’re labelled as ‘estimates’ then there may be a communication issue, in which case Support will be able to book you a free appointment to have the meter changed over if necessary. You can find info on checking for smart meter issues yourself here:

Keep us updated as to how you get on.