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

Updated on 02/12/24 by Emmanuelle_OVO:

Sorry to hear about the lack of usage data you’ve noticed 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.

Half Hourly usage data missing (daily chart)

This section (which isn’t used in any of your billing or charges) is vulnerable to communication drop outs if something happens to prevent the meter sending your reading for that half hour period. 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 (monthly chart)

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 on either meter 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 useful 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

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