Android app has stopped showing electricity usage - gas is still showing?

Hi @BPLightlog I've had it for 3 years now. First time I've had any dropouts. I'll check via desktop and see what is happening there.

Hi @ChrisHarris 

Check out this page on the website not the app

https://account.ovoenergy.com/meter-readings/history/electricity

Here is mine with an example it missed a reading on 5th November which is very rare for me but does happen. 

Also worth running the smart meter check to see if your meter is on the DCC (Data Communication Company) network yet. 

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

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

Thank you @jeffus, my meter was installed in 2018 so not on DCC. Checked online account and all readings are there, so just a problem with the android app. Will see if it sorts itself out over the next week.

@squiffell  I am having the same issue on my account, it shows meter serial numbers for old meters and says last meter reading was 2018 (which is when I swapped to smart meter). Online chat advised they would raise with support. I also raised the issue on Twitter, someone was looking into it for me but I haven’t heard back yet!

Sorry about that squiffell

Getting a response is difficult, I’ve written letters, online chat, complaint all with no response, I do get some help here but unfortunately the problem isn’t resolved and seems to change every few days

@Emmanuelle_OVO hope you had a good weekend. Will you raise the new issue internally, please, and get this sorted. Thank you.

Hey @ChrisHarris,

We’ve had this similar issue on the Forum:

But this seems to be affecting customers with first generation meters recently enrolled on the DCC:

See if the usage information comes back in a few days, if not, please keep us posted on this thread.

@Emmanuelle_OVO I’ll keep checking, no change today. 7th November to 13th Novemer showing 0.00 for electricity. Gas is showing ok.

Hi @squiffell @Samuel @NicW 

Thanks for taking the time to document what you’re seeing here. This seems like a developing situation and it’s great to be able to compare between customers. 

Please be advised that the OVO Forum is not the right way to get account specific advice. We can’t access accounts or pass on account specific info to you. 

I’d be happy to ask the owners of these products general questions or flag something generally, like Emmanuelle did last week. But inevitably I’ll be asked for more details. For example, does everyone have the first generation Aclara smart meter? Does everyone have an Android? Is the app and the online account showing the same changes? 

If we can confirm a common issue, my comment to the product team may be valuable. Otherwise the best thing to do is raise it directly with our Support team. That way a ‘ticket’ gets created and sent to that team, with common issues being prioritised.