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squiffell
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November 8, 2022
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Android app has stopped showing electricity usage - gas is still showing?

  • November 8, 2022
  • 149 replies
  • 1795 views

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Hi, my android OVO app hasn't shown any electricity usage/cost since 20th October. Gas is fine. I've checked my SMETS1 smart meter and it's blinking and pausing as it should, therefore sending data. AFAIK, I have the latest version of the app, 15.5.0.

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Best answer by Jeffus

Updated on 07/02/25 by Abby_OVO

 

Accounts with meters that weren’t able to communicate with the DDC during the migration, will be contacted to have the meter replaced to ensure that it can communicate with us as it should be.

Check your meter here

https://smartmetercheck.citizensadvice.org.uk/

That check isn't working, I'm afraid. Tried in different browsers.

Probably means your meter has yet to be migrated to the DCC

https://www.smartdcc.co.uk/

All meters should be migrated by the end of  the year or they should be replaced next year.

Else i would have suggest trying one of the 3rd party apps

https://www.glowmarkt.com/

But i don't think that will work

Could you post a photo of your meter @Blastoise186 is great at identifying meters and may have a bit of info that is useful 

149 replies

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S
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squiffellAuthor
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November 8, 2022

Check your meter here

https://smartmetercheck.citizensadvice.org.uk/

That check isn't working, I'm afraid. Tried in different browsers.

Probably means your meter has yet to be migrated to the DCC

https://www.smartdcc.co.uk/

All meters should be migrated by the end of  the year or they should be replaced next year. 

Could be that. My meter is from 2014. Still doesn't Explain why the android app and my OVO account website stopped displaying electricity usage information.

Yep. 

All we can realistically do is look for pointers about the issue that you can then feedback to the ovo support team.

We can tell quite a bit by asking questions which usually helps. 

On the Usage page, on the Year tab, is there anything in the running total so far for November? Or is that blank as well

It's blank as well. But View Meter History shows readings for each day after 19 October, see screenshot way up.

Yep that is the one good thing. 

That should mean your bills are updating fine

Can you check them? 

I'm going to check my next bill, which is due any day now.

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    November 8, 2022

    OK wait for that, although you should see the bill gradually update daily with meter readings

    https://account.ovoenergy.com/billing-details

     

    S
    Rank 2
    squiffellAuthor
    Rank 2
    November 8, 2022

    OK wait for that, although you should see the bill gradually update daily with meter readings

    https://account.ovoenergy.com/billing-details

     

    It shows the standing charge but nothing else for electricity. Guess I have to contact customer service.

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    November 8, 2022

    Yes

    You can give them a link to this thread so they can clearly see the issue

    1. Your electricity smart meter is sending daily smart readings as you can clearly see them on the readings page. So it appears there is nothing wrong with your meter

    2. Daily and half hourly readings are not appearing on your usage page

    3. Your bills are not being updated with electric usage.

    4. Your meter has yet to be migrated to the DCC

    This is a link to this page.

    ​https://forum.ovoenergy.com/smart-meters-136/android-app-has-stopped-showing-electricity-usage-12452?postid=66745#post66745

    I can see someone else has what looks like the same issue so i have tagged the OVO moderators @Tim_OVO and @Emmanuelle_OVO on that thread in case they need to look at a possible generic issue impacting several customers

    https://forum.ovoenergy.com/my-account-140/why-have-i-lost-smart-half-hourly-usage-data-on-daily-usage-section-of-online-account-8655?postid=66750#post66750

      S
      Rank 2
      squiffellAuthor
      Rank 2
      November 8, 2022

      Yes

      You can give them a link to this thread so they can clearly see the issue

      1. Your electricity smart meter is sending daily smart readings as you can clearly see them on the readings page. So it appears there is nothing wrong with your meter

      2. Daily and half hourly readings are not appearing on your usage page

      3. Your bills are not being updated with electric usage.

      4. Your meter has yet to be migrated to the DCC

      This is a link to this page.

      ​https://forum.ovoenergy.com/smart-meters-136/android-app-has-stopped-showing-electricity-usage-12452?postid=66745#post66745

      I can see someone else has what looks like the same issue so i have tagged the OVO moderators @Tim_OVO and @Emmanuelle_OVO on that thread in case they need to look at a possible generic issue impacting several customers

      https://forum.ovoenergy.com/my-account-140/why-have-i-lost-smart-half-hourly-usage-data-on-daily-usage-section-of-online-account-8655?postid=66750#post66750

      Thank you!

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      November 8, 2022

      In fact @squiffell and @Samuel had the issue start on the same day as well

        S
        Rank 2
        squiffellAuthor
        Rank 2
        November 8, 2022

        In fact @squiffell and @Samuel had the issue start on the same day as well

        Just looked at my bill for October and 19th is the last day the electricity was read. That's really strange because the meter is still sending readings and the reading I took a minute ago is just a teeny bit higher than the meter reading in the app/my OVO account online.

          Jeffus
          Rank 20
          Jeffus
          Rank 20
          November 8, 2022

          In fact @squiffell and @Samuel had the issue start on the same day as well

          Just looked at my bill for October and 19th is the last day the electricity was read. That's really strange because the meter is still sending readings and the reading I took a minute ago is just a teeny bit higher than the meter reading in the app/my OVO account online.

          Am not surprised. 

          It doesn't appear to be an issue with your meter or ovo receiving the daily smart meter readings as we can see them on the readings page you posted. 

          Something appears to have gone wrong with your account updating your usage and bills unfortunately.

          Sometimes these issues just get fixed in the background but you should raise it with the ovo support team. 

           

            S
            Rank 2
            squiffellAuthor
            Rank 2
            November 8, 2022

            In fact @squiffell and @Samuel had the issue start on the same day as well

            Just looked at my bill for October and 19th is the last day the electricity was read. That's really strange because the meter is still sending readings and the reading I took a minute ago is just a teeny bit higher than the meter reading in the app/my OVO account online.

            Am not surprised. 

            It doesn't appear to be an issue with your meter or ovo receiving the daily smart meter readings as we can see them on the readings page you posted. 

            Something appears to have gone wrong with your account updating your usage and bills unfortunately.

            Sometimes these issues just get fixed in the background but you should raise it with the ovo support team. 

             

            Will do!

            S
            Newcomer
            Samuel
            Newcomer
            November 8, 2022

            I raised my issue firstly on an online chat which offered no solution, then I looked on this forum and saw it wasn’t just me, I then did as they asked and wrote a letter to which I’m still awaiting a reply, I then decided to phone and opt for the urgent/dire need which didn’t seem right but there was no other option. They went through the problem and I’d say grasped 50% of what I was saying, they said I would be contacted in 3 days, we’re now on day 2 and nothing, 1 day left ?? Let’s see if they contact me 

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