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

@Transparent  thanks for the info, I am not too concerned at this stage but I like to highlight issues before they become out of control, as issues like this can easily produce a unplayable bill for someone who hasn't been billed for some time and has been using more than the direct debit will cover. it is a concern of mine as I have been the unfortunate end of this with Scottish power 2 years ago, when they couldn't provide a invoice for over a year. it ended in a deficit on my account of just over £500 when they eventually worked the amount owed out in December, that was demanded to be paid in 14 days, not very nice I can tell you. 

Hah! - Well if I’d been in your situation, I’d have raised a formal complaint against Scottish Power and most certainly not paid within 14 days.

If they’d tried to recover the money through the Small Claims Court, they’d have been lambasted by the judge for their failure to provide correct invoicing.

And if they delayed resolving the issue for as long as 8 weeks, then I’d have taken the matter to the Office of the Energy Ombudsman. That would probably have incurred a nominal compensation payment to you of about £50  and them being reported to Ofgem for their failure to abide by the regulations.

You were actually in a stronger position than you might’ve supposed. The debt would still have to be paid of course, but not under SP’s time constraints!

Coincidentally I spoke with an OVO customer this morning about a similar matter whereby they had failed to operate within Ofgem regulations. They came to a mutually agreeable settlement without the customer needing to take action against them.

I think that shows the difference in attitude, which is reflected in OVO’s consistently high score for complaints-handling.

No idea why that email wasn’t picked up @D10hul - please make sure it’s sent to us on webchat via the  Help Centre, or over a FB PM 

As Transparent said, there could be a one of a number of pain points to blame. But one thing’s for sure: smart meter details take time to get updated on your account. But until this happens, both the app and the desktop MyOVO should be looking the same……. needs a look! 

We I had a smart meter installed by EDF in our second home and it IMMEDIATELY on my online EDF account. I was able to monitor the smart meter readings IMMEDIATELY from my phone. I just think that OVO / SSE are complete rubbish if it takes up to 6 weeks for the readings to appear on my online account. I am seriously thinking of switching to another company because I am losing confidence in OVO and their customer service. I see absolutely  no reason why it would take so long for smart meter readings to appear on my account. 

I got my smart meter installed last Saturday and I saw my account was updated with the newly installed meter today, and has been sending readings since date of installation. However my IHD is not working at all, and has been saying waiting for current data ever since the installation. I was told to wait 48 hours but it’s been a week now and it still says waiting for current data.

Is there any solution to this issue?

Hey @electricbolt 

It can take a total of up to 6 weeks for all of the new tech to settle in properly so it’s not abnormal for some things not to be showing yet. You can contact the Support Team to ensure the IHD is paired correctly, and they’ll be able to identify any faults if there are any.

It’s likely just the settling in period and waiting a few more weeks should see things resolve itself, but you can check out some alternative smart data options our volunteer BPLightlog has come up with, check out their topics below:

I’ve also linked here to a really helpful topic comment from one of our volunteers on the process following the meter being fitted.

@electricbolt I wouldn't hold your breath with support. I had faulty meters exchanged almost two weeks ago. They sent smart readings for three days, with both the supplied IHD and my own Ivie Bud showing the meter data. After three days the readings stopped and both IHDs disconnected from the meter simultaneously. Support didn't even try to reconnect my IHD. Just tried to put me on the 6 month wait for a new one. After pointing out it lost connection at the same time as another one, and the chances of two going faulty at the same time are slim, the narrative switched to the 6 weeks thing. So I've already had no smart readings for two months, and it'll be another month and a half before they even consider there's a problem with the installation. I wish you luck.

Unlike yours though, my IHD has disconnected from the meter completely. Yours looks like it's connected - weakly - but mine wasn't even getting the time setting.

I’ve had their WhatsApp support re-pair my IHD today but it still says waiting for current data. They said it takes 24 hours to pair completely, so will check again tomorrow

Been over 24 hours and nothing, still the same waiting for current data message.

I don’t know why these defective IHD 3s are being given, clearly there’s some problems with this model. The buttons stop working when unplugged and on batteries until you hard reboot it.