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

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