Why is my Smart meter In Home Display (IHD) not showing any electricity usage data?

Hi @LynseyC21, 

You’re able to see your credit balance on the meter and the In Home Display. Exactly when the balance is updated may vary slightly but we expect it to be done within 3 days of your start date with OVO. If it’s been longer than this, please reach out to OVO’s PAYG team. 

We’re also improving this journey so that customers are sent a text message on the day of the switch to advise about all of this so there’s no more guess work or confusion. 

Just got a new smart meter installed but doesn’t work! Any ideas anyone?

Hi @John McGlade and welcome to this customer forum. 
When you say ‘doesn’t work’ do you mean it’s not sending readings yet? They can take a few weeks to get straight and ‘sync’ with the main data hub. 
Which meters have you had fitted? You can check them to see if they’re operating as they should. 

I am currently experiencing several issues with my ovo account and associated technologies.

1) IHD

1. The tariff rates – the rates on the IHD do not reflect the rates that I am being billed for each month. The IHD states Electricity at 32.39p, gas at 7.27p, standing charge 50.3p and 27.21p respectively.
   This is inaccurate, with unit rates for electricity at 30.85p, gas 9.69p, standing charge 47.91p and 27.72p respectively
   This means the daily cost accrued each day that I monitor is wrong and is making it difficult to determine if any of the energy saving measures I am attempting to make are having any positive difference.
2. Over night usage. Prior to the 1st of April, overnight electricity usage was approximately 32p…from the first of April this jumped to 63p – having read on line, this may now reflect the standing charge, however, at 47p per day, this difference makes no sense and the IHD often states a higher cost used than the online account does (partially reflected I’m sure by the incorrect tariff). Again, I have no idea what is going on, but it makes budgeting impossible. As I am sure you are aware, cost of living is challenging and not being able to budget this usage is nothing short of a nightmare.

2) Online account usage

The ‘Usage’ Page of my online account does not regularly update for electricity. Again up until the 1st of April, everything was fine, electricity might lag by a day or two and then it would catch up, now however it does not update at all. I think the readings have been changed to be taken on the 1st of the month – I would prefer meter readings to be taken daily – but even when taken they do not accurately reflect the usage. The IHD for contact information states: ‘Waiting for contact’ whereas for gas if clearly states OVO.
For the latter half of May, i supposedly used exactly the same amount of energy each day. It is statistically unlikely that I would use equal amounts every single day – I know full well, I use more electricity at the weekend due to the TV being on more and doing laundry. Again this is not helping me to budget. The smart meter was only install in sept 2021, so is not an old meter or version, and was working perfectly for 18months.

I have worked through the problem solving pages and the SMART meter is working correctly – certainly it works well enough to send gas meter readings daily.

Can this please be looked into, like everyone I am trying very hard to watch my pennies and budget accordingly…not having the correct information isn’t useful and the online portal not updating usage and the ‘Today’s balance’ total means I think I am doing well staying in credit, only to be shocked on the date when my bill arrives.

Kind regards

Hi @APickwell ,

Yup, this should be an easy fix. If you use Live Chat at https://help.ovoenergy.com in the morning, you can ask the Support Team to action the following two fixes:

1. Send the SMETS Command Update Tariff Configuration to fix the tariff rates on the meters and by extension, the IHD as well
2. Reset the read schedule to Daily or Half-Hourly, whichever you prefer

Feel free to give a link to this thread to the agent you speak to. :)

Gas both sends reading to supplier and displays on IHD. 

Electric does neither.  It did work in the past after it was commissioned.

I have been transferred to Octopus from Bulb and they say the following.. … 

“  

I've taken a look into your account and i can see that your correct in that Bulb has not been able to communicate with your electricity meter for quite a while.

It seems that the electricity meter has lost it's HAN signal. In these situations we can normally do a power cycle/reboot to the meter and this sometimes restores the signal strength. We are currently unable to apply this fix just yet for Bulb branded customers as we are still working to setup contracts with Bulbs meter operators.

It's important to note that this does not always work and in that situation we would have to wait for the DCC to apply a fix as it's likely a firmware issue that we cannot fix ourselves as an energy supplier.

All the best, “ 

Does this sound correct and can nothing be done until the firmware upgrade. 

Rgds . Steve.

Hi @steveeeee5 , that does sound logical even if frustrating. Whenever there’s a supplier switch,  it can take a while to sync meters and Bulb had their own systems of course. 
Depending on your meter, it may need an upgrade, either firmware or maybe even a new meter

We got our smart meters installed on Tuesday. The engineer said there was problem with gas meter connecting to the display unit but it would connect within 24 to 48 hrs. It still has not connected has anyone else had this problem if so what can we do about it?

Hiya!

Please let the Support Team know about that. The easiest way is via Live Chat at https://ovoenergy.com/help .

Thank you. I have been on live chat they said can take up to 6 weeks! Would have been nice to be told by engineer we thought something was wrong.