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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

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    Transparent
    Rank 20
    Transparent
    Rank 20
    May 16, 2018
    Good morning @UC Bear,

    It's possible that OVO are aware of the problem because, in another thread in the last month, there was an answer that suggested they were doing a rewrite of the algorithms. I understood this was to overcome inaccuracies which had come to light during the winter of 2016/17.

    However, I doubt that the programmers (who are mainly based in London, not Bristol) are actually monitoring this thread.

    You have provided some clear feedback which might be useful. The six Forum Moderators have the ability to bounce such feedback to the relevant programming team. So in these circumstances I usually choose a couple of random Moderators and tag them here. :)

    Let's pick on @Tim_OVO and @Lucy_OVO, and ask them to bring your post to the programmers' attention!
    Save energy... recycle electrons!
    UC Bear
    Newcomer
    UC Bear
    Newcomer
    May 19, 2018
    Thanks for passing this on to those that can investigate further.
    I've noticed that previous values can change also so do not have a lot of confidence in the efficacy of the data.
    Attached photos show todays picture. Note identical values are still present.
    UC Bear
    Transparent
    Rank 20
    Transparent
    Rank 20
    May 19, 2018
    Hi @UC Bear,

    Yes, I can clearly see the issue on your graphs. The Programmers are well aware of what's happening, and feedback like yours has further highlighted the problem.

    I've been in further communication with OVO Staff about the wider issue of Usage Graphs. An email has just been sent to Smart Meter users last week explaining that OVO need to have some down-time to fix the problem. Did you receive this email?

    The text I've seen explains that Real-Time updates will be curtailed as of 25may18. Historical HH Usage will still be available however.

    Although this is a difficult commercial decision, it makes sense. It has proved just too difficult for OVO's programmers to adjust and test the Usage Graph algorithms whilst having to keep the system live during each working day.

    It's vitally important that OVO keep their end-goal in sight, such that the Company is able to offer variable HH-Tariff structures once SMETS2 Meters become widely available. The short-term inconvenience of losing Real-Time Usage Data is annoying, but the long term benefits are too important to miss out on.

    Ask here again if you want further clarification.
    Save energy... recycle electrons!
    herbie
    Newcomer
    herbie
    Newcomer
    May 19, 2018
    I have never received an email from Ovo about this.
    UC Bear
    Newcomer
    UC Bear
    Newcomer
    May 19, 2018
    No email about turning off real time data usage received.

    How long is the Off period?
    Will the daily data still be collected by OVO during the off period?
    Will it be possible to access this once everything is fixed?
    I don't want to read my smart meter every day lol.
    UC Bear
    Transparent
    Rank 20
    Transparent
    Rank 20
    May 19, 2018
    Ah. So neither @herbie nor @UC Bear has received the email. I'm just tagging @Emily_OVO here so one of the Moderators notes this!

    I'm working a bit blind here because I'm not on a SM myself, so wasn't on the email list of course.

    Yes, all data will still be collected by OVO. The stats are collected from Smart Meters by DCC at least once per day anyway. And that's why all SM Customers will still be able to view HH data in arrears on their My OVO pages.

    The extract of the email which someone@OVO kindly sent me is clearly referring only to Real-Time data, and specifically mentions functionality of the IHD (obviously).

    I have no idea how long an "off period" is being planned. Personally I'd hope it's "as long as necessary to enable the algorithms to be upgraded". There are so many positive/exciting things yet to come once SMETS2 protocols are available. It's absolutely vital that OVO's Program Designers build the robust underlying structure to support this.

    OVO have shown their commitment to this future technological advance by their announcements of two Smart Chargers and a new Storage Battery. Such Smart devices require dependable Real-Time Usage-Data to operate.

    This is a very different attitude from comparable Supplier like BG acquiring AlertMe to enable them to push the Hive Smart-Home system. That's aimed at getting customers "locked in" to BG as a Supplier. OVO is building technology based on the "open" SMETS2 standards.
    Save energy... recycle electrons!
    N
    Newcomer
    nylets
    May 19, 2018
    Hello,

    I haven't received any email from OVO regarding this issue.

    Steven
    B
    Newcomer
    benny
    Newcomer
    May 19, 2018
    I haven't received an email re this either until the following.

    My last Electricity update was 16 May but my Gas usage seems to have deleted completely. Just emailed OVO and got this reply

    "Thank you for taking the time to email us today

    I am sorry to inform you but if you are referring to the live usage graph this is something we have as a business decided to discontinue, these live graphs as they are not communicating the way they should, and while we are unsure to the permanent fix to them we have decided to remove them.

    If its not the live usage graph then please let us know so we can arrajge for a tech team to take a look at this.

    I hope this has been of some assistance to you. "


    Unsure what is deemed the "Live Usage Graph" However I feel it is essential to have some form of graph to compare historical usage or else what is the point of having a smart meter.
    Transparent
    Rank 20
    Transparent
    Rank 20
    May 19, 2018
    Thanks for posting that @benny.

    That wording from OVO is clearly derived from the email text I'm referring to.

    1. The issue of your gas-readings disappearing is different, and you should reply to OVO to explain that. Their response is useful for the rest of us (!), but hasn't answered your exact question. (Copy this message if you wish, or give the URL of this discussion).

    2. The "Live Usage Graph" is a feature used by those with Smart Meters to view the kWh or cost of energy as they use it throughout the day. This is a different mechanism to the displays showing previous day(s) use, which are obtained by an overnight download from your Smart Meter.

    The daily polling of Smart Meters is handled on behalf of Suppliers by DCC using an encrypted pathway on the mobile-phone network.

    The Live Data is obtained from your Smart Meter(s) by the IHD, which in turn is connected to OVO via your WiFi router and the internet. This is less secure and is not therefore used to send commands to the Smart Meters.

    Let me know if the difference isn't clear and I'll try to produce a diagram showing the different data paths.
    Save energy... recycle electrons!
    S
    Newcomer
    Stuartw
    Newcomer
    May 20, 2018
    So the live usage graph is gone permanently then?
    Question everything.
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