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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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    Jeffus
    Rank 20
    Jeffus
    Rank 20
    October 25, 2022

    Hi @Gingernut49 are you seeing daily smart readings on the readings page? 

    https://account.ovoenergy.com/meter-readings/history/electricity

    Best looking at the website rather than app. Should say Smart next to each reading. 

     

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      October 25, 2022

      @Gingernut49 according to the link below all the easy SMETS 1 meters have now been migrated and the DCC (Data Communication Company) is working through the more difficult ones with energy companies. See link for further info:

      https://www.smartdcc.co.uk/our-smart-network/current-programmes/smets1-enrolment-and-adoption/

      It says they will complete it by the end of 2022 or replace your meter. 

       

      Gingernut49
      Rank 6
      Gingernut49
      Rank 6
      October 25, 2022

      Thank you. That's interesting, especially if the upgrade can happen remotely.

      Trying to be 'green'
      Gingernut49
      Rank 6
      Gingernut49
      Rank 6
      October 25, 2022

      I'd never seen that smart reading page before. All my readings are there.

      I can see how much I've used each day on the Ovo website and app. What I'm missing is the half-hourly information during each day. I know then how much my washing machine load, for example, has cost.

      Trying to be 'green'
      Jeffus
      Rank 20
      Jeffus
      Rank 20
      October 25, 2022

      I'd never seen that smart reading page before. All my readings are there.

      I can see how much I've used each day on the Ovo website and app. What I'm missing is the half-hourly information during each day. I know then how much my washing machine load, for example, has cost.

      That is good. At least it means your bills are not being estimated. That is always the risk when looking at the usage page as you can't see if the readings are smart or estimated.

       

       

       

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        October 26, 2022

        Thank you. That's interesting, especially if the upgrade can happen remotely.

        There is a thread with further migration info just in case there is anything useful in it

         

          M
          Newcomer
          Matty21
          Newcomer
          February 2, 2023

          I had a smart meter fitted on 5th January 2023, all my useage data is on my IHD, but on the app and on the website the useage data is only there up to 16th January 2023, the 17th January isnt there (not even listed as a day), then from the 18th onwards it all says £0.00, and my most recent bill only gives my useage from 28th December (the start of my billing period) up to the 4th January (the closing meter read the day before I had my smart meter fitted) so I have only been charged for 8 days of electricity. Does anyone know why all this useage data appears to be missing? Thanks

          BPLightlog
          Super User
          BPLightlogSuper User
          Super User
          February 3, 2023

          Hi @Matty21 it takes a little time for the data feed to settle down and link correctly to the central hub (DCC). Your IHD is just showing your local link and not necessarily that available on the data store

          Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
            Emmanuelle_OVO
            Retired Moderator
            Emmanuelle_OVO
            Retired Moderator
            February 3, 2023

            Hey @Matty21,

             

            Welcome to the OVO Online Community,

             

            It can take up to 6 weeks for things to settle down. This similar thread might be helpful to you:

             

             

            Renewable Energy? Big Fan.
            M
            Newcomer
            Michael1696
            Newcomer
            October 14, 2024

            Hello All,

            Yet more smart meter and connectivity issues. My smart meter had been working perfectly for months and then last Sunday stopped sending any readings to the mother ship. It still sends to my home device and I can get readings, they just aren't being sent to OVO (or picked up by OVO) and nothing is showing on the Hugo app 

             

            ​​​​​Has anyone had their connectivity just stop without explanation before. I know it sometimes goes but it has been a week. The man at OVO said I needed to have 30 days off before they looked into it but that seems excessive??!

             

            ​​​​​If something similar happened to you, how did it all resolve itself??

             

            Thanks for any input 

            Show more replies
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