Hey @Michael1696 

BPLightlog has given a really helpful explanation here. Just wanted to add the following which you might find interesting:

Every so often I get gaps in the display of Daily Usage. Whilst it has a kwt and £ for the full day, there is no daily breakdown at times. It’s infrequent. It might only be 3 times a month but it concerns me. When this occurs the App would say  “data is on its way” but it doesn’t arrive. I look back on Jan and Feb and there’s a few days which still say “data is on its way”. 

It happens, sometimes more than others, some people never see it, others see it a lot.

It happens because of a glitch with the radio signals between the smart meter and the company requesting the data. There can be many thngs that might cause a glitch.
The meter has the data and keeps it (for the last 30 days I think) but after a number of days the company will stop trying to ask for it, it isn’t really needed as long as they have later readings.

In the end it doesn’t realy matter if a day or more goes ‘missing’ what counts for your billing is what your meter says at (or near) the start of your monthly billing period and what it says at (or near) the end of it.

As long as they have meter readings from ‘near’ the start and end of the billing period then they can estimate the rest from those. (Or can just estimate the whole month if they have no readings at all).

That’s what you will see displayed for the Full Day when there is no half hourly data showing - an estimate.
(If they do get the data later then it will show up and that estimate will get corrected).

If they can’t get any smart readings at all then they will ask you to read the meter and send the readings in yourself, just like you have to if you don’t have smart meters.

It’s easy to send in readings, you can do it online, or in the app, or by phoning support, or by webchat.
However you don’t need to send any unless they ask you to. (Although you can if you want, before I had a smart gas meter I would send the gas meter reading once a week).

I can see my IHD showing a blank display time by time, which I understand happens when the meter cannot connect to the network. It usually happens around midnight. But in general, from what I can see, it doesn’t affect my bills. As ​@Nukecad said, the meter stores all data and sends it away once the signal is back.

Hi ​@Adin Ath, and welcome to the OVO Forum 😁.

Some really helpful replies from ​@Nukecad and ​@costeek - thanks both. 

​@Adin Ath I have this problem myself sometimes. Sometimes the smart meter signal will be affected by things outside your, or OVO’s, control. If the smart meter ever stopped communicating for any length of time then our Support Team would diagnose the issue, and repair it remotely (if possible), or book you an appointment to have the meter replaced. Most of the time smart meters will just start functioning again as normal after a period of non-communication.

I had smart electric and gas meters installed in May.  I can see that the gas meter readings are being sent correctly and the usage data is being updated in the app, which confirms that meter readings are being received.  The only thing missing is that the reading history in the app is not being updated, and the last entry is the closing reading from the old meter.   I can see the reading history in the online web account.(The electricity reading history is being updated in the app.)  This is only a minor issue, but I wonder whether it can be fixed.  Maybe the app logic is unable to cope with the a reading sequence going (in my case) from 4995 to 8.

Hey ​@ianbar 

Sometimes the history can take more time to update in the app. If you want to share a screenshot of the reading history from both that might also be helpful to understand better what you’re seeing, as we don’t have access to accounts here at the Forum.

If you’re still missing updated readings after a couple of days, I’d recommend checking in with the Support Team who’ll be able to take a look into this. I’ve linked below to a couple of helpful topics we already have on the Forum which are similar to this:

Keep us updated on how this goes.

Thank you.  It has been four months since the meter change.  The electricity readings updated within a day of the change.  As I said, the gas readings are being sent and used for the usage data and billing.  It is just the history that is not being updated.  Hopefully these screenshots will illustrate the issue.

Hey ​@ianbar 

Thank you, do you also have a screenshot from the online account version of the web, where the gas readings do appear? Unless I misunderstood that part, are they also missing from the online web account too or just the app? 

If they gas reading history is missing entirely, that’s more likely to suggest something deeper than just an issue with the app, but if they are only missing from the app version, that’d lead me to believe it’s the app only. 

If you could confirm whether you can see the gas reading history update on the web version of the online account that would be helpful so we can try to help further and suggest the best next steps.

Thank you Abby.  I hadn’t looked at the gas reading history on the web version.  Having done so, I can see that it is missing there as well.  The page simply displays a “no reading history” available message. Unlike the app, the web version does not show the pre meter change reading history.  Your suspicion that there is a deeper issue would seem to be well founded.  But, to emphasise, the meter readings are being received, the daily usage data is being correctly updated and the billing is correct.  On your advice, I have contacted the online help and raised a case.  Being unaware, I didn’t mention the absence of the reading history in the online account as well as the app, but hopefully this will be spotted as part of the investigation.  If it is of any help, the case number is *edited by moderator*.

Hey ​@ianbar 

Thanks for the update! Hopefully the team will now be able to get to the bottom of things for you and get that sorted. 

Do keep us updated with how you get on.

I've not had any communication from my smart meter (plastic screen thingy) for about 2 years now.

Initially I'd chased OVO at time and they said they had no stock but would send me one when they got stock.

Wondering if other people are having difficulties getting hold of a meter and if there are any guides on how to set one up with my meter.. or if an engineer is required?

Howdy ​@Funday ,

Could you show me your meter real quick? I can use that to help figure out the best options for you.

Thanks! :D

Has anyone else experienced total loss of gas meter reading history from their account? All my electricity readings are available on the app or via a PC browser going back several years but as of this week all the gas meter history has disappeared. Does anyone have a solution? Thank you. 

Hi ​@Patrick K ,

I’ve seen the odd one or two recently - I’d suggest you let OVO Support know so they can investigate more deeply and get this worked on.

Thanks

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.