Why has my usage data from my smart meter not updated on my online account for two days?
Best answer by Jjon
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.
OVO member but not got a smart meter yet? - Book today!
Interested but not yet an OVO member? - Check out our plans!
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.
OVO member but not got a smart meter yet? - Book today!
Interested but not yet an OVO member? - Check out our plans!
Same as you - they stopped on 19th
I rarely if ever use the day or week views, nicka88, but you are correct -- we are the same then.
It's slightly gratifying that the day views work, because that shows that the data is getting through to OVO, it's just not displaying properly on the Usage web page.
I've not seen any Month or Week Usage stats updates in the Web portal since the 19th. The Daily tab works fine, so data is getting through to OVO.
OVO: Any idea when this will be fixed?
I'm seeing a totally blank Usage across the board (Year, Month, Week and Daily) now.
OVO: Still no excuse to not notify users upfront. Even on this forum you can manage to pimp your new advert on the forum home page, but don't have the time or inclination to post an admission that your backend servers are having problems.
Same as you - they stopped on 19th
Same as you - they stopped on 19th
+2- Carbon Catcher***
- 982 replies
Happy Monday! :)
We've been discussing this issue over the weekend on another thread.
It may not be an issue solely in OVO Programmers' hands, and I don't think it's an App-only or IHD problem. Usage graphs on the website are equally affected.
We may need those with Smart Meters to be pooling observations so as to give a better level of feedback on this problem.
Can you please read the other thread and then post there how you feel about helping to solve this?
Thanks.
"aware of this issue and working hard to fix all effected accounts ASAP. No action is needed from the customer for this fix to be put in place".
So hold fire and we'll get this sorted or you!
^Tim
Just to confirm that this issue should now be resolved! Apologies for any inconvenience caused, we appreciate it was frustrating!!
Darran
+2- Carbon Catcher***
- 982 replies
So I wonder if others are seeing the same problem.
Until you mentioned this, I had assumed that once OVO's software had calculated the Usage-data for a day, that it then remained static:- In effect the data just got read out of your file and displayed on screen.
I can understand why data might change over a 48-hour period. OVO probably employ some filter algorithms when importing your raw meter readings in order to eradicate errors. But if there continue to be adjustments to previous days' data which has already been rendered "clean" by those filters, then it means the software is still operating on that historical data.
I wonder if they're employing new algorithms which sequentially reprocess past readings to show trends rather than totally accurate readings?
After all, there's little call for anyone to want to know precisely the peaks of demand on a particular 24-hr period from two months previous. But you might well wish to see the trend that occurred during the cold-weather period in February for example. That would be more useful than the actual Usage-readings.
So, is anyone else noticing the same issue?
Normally after 2 or 3 days all the values get updated to believable numbers except on this occasion the fifth day value is different but the four previous remain identical.
Are OVO aware that this problem still persists?
+2- Carbon Catcher***
- 982 replies
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
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.
+2- Carbon Catcher***
- 982 replies
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.
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.
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