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jikbryn
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December 13, 2018
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Why is my new electricity smart meter not showing on my online account?

  • December 13, 2018
  • 34 replies
  • 5220 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

Show previous replies
Amy_OVO
Retired Moderator
Amy_OVO
Retired Moderator
July 22, 2019

It looks like there may be a communication issue with your meter, @CDMarkou , if one supply is updating and not the other. If you needed to get in touch about something you're not able to do online, or you can't find the answer to on our website, then you wouldn't run the risk of losing the Self Service reward.

You can find more information about the Self Service reward here.

Please reach out to our team.

You can send us a message on Facebook, Twitter, webchat via the Help Centre, or give them a call. You can reach our Customer Care team 8-6 Monday-Friday on 0330 30 5063.

Thanks!

OVO-Joyed to help!
M
Newcomer
Mcother
Newcomer
August 20, 2019
Had both smart meters fitted for a few months now and gas is fine readings sent daily to Ovo and I can see my daily/hourly usage. Electric only sends once per month and I get no data for my daily or monthly usage via the graph. Can this be changed manually to send readings daily?
Eva_OVO
OVO Staff
Eva_OVO
OVO Staff
August 21, 2019

The reading schedule on your meter will need to be changed, @Mcother. Send us a message on Facebook or Twitter with your name, DoB and account number to get this sorted.

Don't worry if you don't use social media, you can contact us through the webchat via the Help Centre.

My friend told me how electricity is measured and I was like Watt!
M
Newcomer
Mcother
Newcomer
August 21, 2019
I thought as much, thanks for the help.
    E
    Newcomer
    europa
    Newcomer
    September 4, 2019
    Hi -

    We had both electricity and gas smart meters installed by OVO. The electricity is not sending readings automatically to OVO even though the gas readings are sent automatically.

    Any idea why this is the case and how to get it fixed, please?

    Thanks!
    Amy_OVO
    Retired Moderator
    Amy_OVO
    Retired Moderator
    September 5, 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, @europa, check out the above best answer!

     

    OVO-Joyed to help!
    E
    Newcomer
    europa
    Newcomer
    September 5, 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, @europa, check out the above best answer!

     


    It's been months since my smart meters were installed, though.

     

    Amy_OVO
    Retired Moderator
    Amy_OVO
    Retired Moderator
    September 6, 2019

    Ah in that case you'll need to reach out to our team, @europa.

    You can send us a message on Facebook, Twitter, webchat via the Help Centre, or give them a call. You can reach our Customer Care team 9-5 Monday-Friday on 0330 303 5063.

    They'll be able to help!

    OVO-Joyed to help!
    D10hul
    Newcomer
    D10hul
    Newcomer
    January 2, 2020

    Hello, 

     

    A quick story ….yawn !! I will keep it brief 

     

    Moved to OVO in September 19

    smart meter fitted Oct 19 

    smart registering on app but not online account 

    NO invoices generated since joining just credit showing 

    Email sent in December to advice of this (no reply from OVO received) 

    Jan invoice raised completely wrong account still associated with previous meter and not smart meter. 

     

    can we get someone to look into this agin please ? i have tried the email route but it appears it doesn't work so I will try the forum route !!!!

     

    @Nancy_OVO  @Transparent 

    Transparent
    Rank 20
    Transparent
    Rank 20
    January 2, 2020

    Ah @D10hul this isn’t uncommon. In fact I discussed this situation with an OVO SMETS Engineer this morning!

    There is a difference between these four scenarios

    • OVO’s techies receiving Smart Meter readings from DCC
    • Smart Meter readings being imported to the App
    • Smart Meter readings being displayed on your MyOVO page
    • Smart Meters readings being accepted by Billings on which to base your Statements

    This last stage is the most tricky of the lot.

    Not only do Billings have to correctly account for readings on the meter(s) which have been removed, but they also have to comply with the regulatory framework laid down by Ofgem.

    It took 9 months before I had all stages completed… not helped by me having two further exchanges of both gas and electricity meters during that period. As I was still paying by Direct Debit, I built up a healthy credit on my account for which OVO paid me 4% interest!

    Billings have to check the meter readings with ECOES (electricity) and Xoserve (gas) because they are the independent bodies responsible for the meter databases in the UK. It can sometimes be the case that a new meter installation reveals inconsistencies in historical readings. ECOES and Xoserve will spot these and have the statistical analysis tools to check if there has been meter tampering or fraud.

    Having said that, it is a regulatory requirement for an Energy Supplier to provide a customer with correct Annual-usage statements in order to allow them to assess switching to a rival Supplier.

    The January invoice you’ve received may be correct… in that you obviously should receive a final-bill for units registered on that old meter. This is probably an indication that the Billings Dept are currently sorting out your account.

    Save energy... recycle electrons!
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