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strawberrisc
Rank 1
strawberrisc
Rank 1
February 17, 2018
Solved

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

  • February 17, 2018
  • 100 replies
  • 5942 views
I check my usage every day - especially as my daughter has started to use the oil heater in her bedroom. However, I have had no usage statistics for Gas or Electric since 14/02. Does anyone know why this might be?
    Best answer by Jjon

    Updated on 10/10/25 by Ben_OVO

     

    The online account / app usage graphs are a really useful tool. You can find out how to use them in this guide:

     

     

    If the usage is missing on your online account or OVO app (download for Android or iOS) this is usually caused by a temporary communication issue with your meters which could result in the following effects on these usage pages.

     

    Please note that, in order to see daily and half-hourly usage, you’ll need to set the reading schedule of your smart meter to half-hourly. You can do this via your online account / app by following this guide:

     

     

    Half Hourly usage data missing 

     

    This section can be missing data if something happens to prevent the smart meter sending your reading for a time. For any missed half hourly periods, the usage will be averaged out once comms has been restored. This shows as a number of bars being the same size. 
     

    Daily usage data missing

     

    This section can also see communication drop outs, even if there’s half hourly data available that day. It needs a reading at around midnight to be able to populate that day’s usage. If you’re seeing missing usage for that day, see if any of the half hourly bars are missing for the end of the day. Communication is usually restored by itself, and any missed daily periods will be averaged out when this happens. This shows as a number of bars being the same size. 

     

    If the usage data hasn’t returned in a few days it might be worth completing a smart meter health check for your meter type below and contacting our Support Team with the results: 

     

     Aclara S2 smart meter health check  

     Secure S1 smart meter health check

     

    You can follow the guide below to check for smart meter issues on your online account / app:

     

     

    Don’t forget you can also keep an eye on your usage info by using your In Home Display.

     

    OVO member but not got a smart meter yet? - Book today!

    Interested but not yet an OVO member? - Check out our plans!

     

    100 replies

    Show previous replies
    G
    Newcomer
    g4jnw
    Newcomer
    March 25, 2018
    well years ago when i was working for a linux company i was told, if it works don't update it as it will break, guess none told them!
    S
    Newcomer
    Sparky2552
    Newcomer
    March 25, 2018
    You would think that being as they have all our emails they could send a message out or text?
    G
    Newcomer
    g4jnw
    Newcomer
    March 25, 2018
    I suggested to them last time that they post info on the home access site but it was ignored, note there is also a message area on the in home meter but its never used. I'll sit it out a while till my contract is up for renewal and go somewhere else. Providing the smart meters will work with the next supplier.
    Transparent
    Rank 20
    Transparent
    Rank 20
    March 26, 2018
    Good morning @Sparky2552, @g4jnw and others.

    Happy Monday! :)

    We've been discussing this issue over the weekend on another thread.

    It may not be an issue solely in OVO Programmers' hands, and I don't think it's an App-only or IHD problem. Usage graphs on the website are equally affected.

    We may need those with Smart Meters to be pooling observations so as to give a better level of feedback on this problem.

    Can you please read the other thread and then post there how you feel about helping to solve this?

    Thanks.
    Save energy... recycle electrons!
      Tim_OVO
      OVO Staff
      Tim_OVO
      OVO Forum Legend
      March 26, 2018
      Hi @g4jnw @Sparky2552 @Rooty @herbie et al, I've confirmed from our Tech team regarding the usage graph fault that they are:

      "aware of this issue and working hard to fix all effected accounts ASAP. No action is needed from the customer for this fix to be put in place".

      So hold fire and we'll get this sorted or you!

      ^Tim
      Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
      G
      Newcomer
      g4jnw
      Newcomer
      March 26, 2018
      Thanks Tim, maybe you should ask the tech/web team to post smart problems on the customers main page and the will avoid us all having a discussion. Ive only had my smart meter in a short time but its been down now 2 months on a row.
      Darran_OVO
      Retired Moderator
      Darran_OVO
      Retired Moderator
      March 28, 2018
      Hi all,

      Just to confirm that this issue should now be resolved! Apologies for any inconvenience caused, we appreciate it was frustrating!!

      Darran
      Did a reply solve your question? Then mark it as the correct answer!
      UC Bear
      Newcomer
      UC Bear
      Newcomer
      March 31, 2018
      I have also suffered from lack of daily usage data on My Ovo but more interesting is that although the data is now up to date the values for previous days keep changing. This is noticeable because consecutive days suddenly have exactly the same value! As I record daily usage for both gas and electricity this is very irritating.
      UC Bear
      Transparent
      Rank 20
      Transparent
      Rank 20
      March 31, 2018
      That's very useful feedback, @UC Bear.

      So I wonder if others are seeing the same problem.

      Until you mentioned this, I had assumed that once OVO's software had calculated the Usage-data for a day, that it then remained static:- In effect the data just got read out of your file and displayed on screen.

      I can understand why data might change over a 48-hour period. OVO probably employ some filter algorithms when importing your raw meter readings in order to eradicate errors. But if there continue to be adjustments to previous days' data which has already been rendered "clean" by those filters, then it means the software is still operating on that historical data.

      I wonder if they're employing new algorithms which sequentially reprocess past readings to show trends rather than totally accurate readings?

      After all, there's little call for anyone to want to know precisely the peaks of demand on a particular 24-hr period from two months previous. But you might well wish to see the trend that occurred during the cold-weather period in February for example. That would be more useful than the actual Usage-readings.

      So, is anyone else noticing the same issue?
      Save energy... recycle electrons!
        UC Bear
        Newcomer
        UC Bear
        Newcomer
        May 16, 2018
        It is getting worse.The graph shows I have identical usage on four consecutive days for both electricity and gas (values for electricity and gas are different). This is impossible.
        Normally after 2 or 3 days all the values get updated to believable numbers except on this occasion the fifth day value is different but the four previous remain identical.
        Are OVO aware that this problem still persists?
        UC Bear
          Show more replies
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          OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

          OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

          OVO (S) Gas Limited is part of OVO Group Ltd