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

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!