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J
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jikbryn
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December 13, 2018
Solved

Why is my new electricity smart meter not showing on my online account?

  • December 13, 2018
  • 34 replies
  • 5221 views
After my smart meters installation, My OVO payment site tells me that there is no meter found for electricity. But it is logging the usage . So I need advice if you need meter reading or not.
Best answer by Beth_OVO

Updated on 21/10/25 by Ben_OVO

 

Great to hear about your newly installed smart meters and an important question to ask about why you can’t yet see these meter details updated on your online account or OVO app (download for Android or iOS).

 

If your meters have just been fitted you may not see this reflected on your online account straight away, we usually advise it can take up to 6 weeks from the date the meters were replaced. This is due to the fact that we need to confirm the final meter readings from your old meters before we can amend the details and start billing you on the readings received automatically from your smart meters. You might notice a pause to your usual monthly billing during this time too.

 

For a full lowdown on the checks we carry out following the engineer’s visit check out this great user-generated installation guide. Once these checks are complete you should see your usage data update on the ‘usage’ pages of your online account as well as on your In-Home Display (IHD). 

 

If it’s been over 6 weeks since the meters were installed and you’re still not seeing all the up-to-date meter details or usage info, reach out to our Support Team who can check what’s causing the delay. It might indicate a communication issue with the meters in which case we’d recommend carrying out a smart meter health check for your meter type below:

 

SMETS1 Secure Smart Meter Health Check

SMETS2 Smart Meter Health Check

 

You can also find some great troubleshooting information about smart meters on our website here.

 

Hope you see those meter details update ASAP - read more about the great benefits of going smart here! :smiley:

 

OVO customer but not got a smart meter yet? - Book today!

Interested but not yet an OVO member? - Check out our plans!

34 replies

Beth_OVO
Retired Moderator
Beth_OVOSolved
Retired Moderator
December 14, 2018

Updated on 21/10/25 by Ben_OVO

 

Great to hear about your newly installed smart meters and an important question to ask about why you can’t yet see these meter details updated on your online account or OVO app (download for Android or iOS).

 

If your meters have just been fitted you may not see this reflected on your online account straight away, we usually advise it can take up to 6 weeks from the date the meters were replaced. This is due to the fact that we need to confirm the final meter readings from your old meters before we can amend the details and start billing you on the readings received automatically from your smart meters. You might notice a pause to your usual monthly billing during this time too.

 

For a full lowdown on the checks we carry out following the engineer’s visit check out this great user-generated installation guide. Once these checks are complete you should see your usage data update on the ‘usage’ pages of your online account as well as on your In-Home Display (IHD). 

 

If it’s been over 6 weeks since the meters were installed and you’re still not seeing all the up-to-date meter details or usage info, reach out to our Support Team who can check what’s causing the delay. It might indicate a communication issue with the meters in which case we’d recommend carrying out a smart meter health check for your meter type below:

 

SMETS1 Secure Smart Meter Health Check

SMETS2 Smart Meter Health Check

 

You can also find some great troubleshooting information about smart meters on our website here.

 

Hope you see those meter details update ASAP - read more about the great benefits of going smart here! :smiley:

 

OVO customer but not got a smart meter yet? - Book today!

Interested but not yet an OVO member? - Check out our plans!

De-lighted to help
    J
    Rank 1
    jikbrynAuthor
    Rank 1
    December 14, 2018
    Thank you https://forum.ovoenergy.com/members/beth-ovo-17723 , I shall try the messaging on Facebook
    R
    Rank 1
    RogerCornwell
    Rank 1
    January 15, 2019
    I had smart gas and electricity meters installed on 2 January and I asked the installer whether he was taking final readings on the old meters. He replied yes.

    Now two weeks later the new electricity meter is showing on the electricity reading history, with 0000000 on 2 January and 0000022 on 6 January.

    However, no sign of the new gas meter. It just gives my historic manual readings up to 28 December. I can see the smart gas meter readings on the in-home display, so I infer that the HAN is working OK. And the electricity readings are (or were) getting through, so the WAN has been working too.

    Am I being too hasty or is there a problem?
    N
    Newcomer
    Nigel.011
    Newcomer
    March 6, 2019
    Since having smart meters fitted, twice previously I have been receiving statements that do not include my electricity charges. I first reported this in 2017, the problem was 'corrected', only to have the same occur in May 2018, and subsequently 'rectified' again in August 2018. I have just renewed my 2 year contract, and the first statement received has reverted back to gas only and my balance not debited sufficiently. This is becoming most annoying and it makes it impossible to monitor my account, why does this same problem keep re occurring? The correct statement was present yesterday, but today it has changed to gas only charges, and my balance increased accordingly.
    Nancy_OVO
    Retired Moderator
    Nancy_OVO
    Retired Moderator
    March 12, 2019
    Hey @Nigel.011 - I've moved your post onto this thread where you can find more info above ⬆️
    Your guiding light(bulb)
    R
    Rank 1
    RogerCornwell
    Rank 1
    March 12, 2019

    Am I being too hasty or is there a problem?

    I was being hasty. Both gas and electricity reported correctly at the end of January and February.
    Nancy_OVO
    Retired Moderator
    Nancy_OVO
    Retired Moderator
    March 19, 2019
    Hi @RogerCornwell - glad to hear this has sorted itself out!
    Your guiding light(bulb)
    C
    Newcomer
    CDMarkou
    Newcomer
    July 19, 2019
    I’ve recently had smart meters installed at my property, but up to now since the 10th July my electric reading hasn’t been taken?

    It it used to show daily on the app - no longer does, only shows to the 10th.

    The smart device which shows your current usage etc currently only shows gas which used to show electric.

    Cheers,

    Connor
    Amy_OVO
    Retired Moderator
    Amy_OVO
    Retired Moderator
    July 19, 2019

    Hey @jikbryn

    When you have smart meter fitted, it usually takes 6-8 weeks from the installation date to update your new meter details. Once your account has been updated, it should show on your online account and you’ll be sent an up to date bill.


    Alternatively there could be a communication issue with your smart meters, so it may also be worth checking with the Customer Service team by messaging us on Facebook, Twitter, or webchat via the Help Centre! We’ll just get you a quick survey to fill in; your answers will help us work out what’s causing the problem and how to sort it out.

     


    Welcome to the forum @CDMarkou, I've popped your post here, the above best answer should help.

     

    OVO-Joyed to help!
    C
    Newcomer
    CDMarkou
    Newcomer
    July 22, 2019
    @Amy_OVO - Thanks for the reply but this doesn’t help me as I’ve had readings come through and they still are coming through for gas but all of a sudden electric readings have stopped as of the 10th (see picture).

    I would phone or email but I’m quite hesitant as I’ve seen people complain about losing their self service reward despite it being a system error at the supplier end not the customer.

    Show more replies
    Terms & ConditionsAccessibility statement

    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd