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Nipersmum
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August 5, 2022
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Daily, weekly and monthly usage cost data is missing from online account and app?

  • August 5, 2022
  • 29 replies
  • 2050 views

Since the beginning of the month I have been unable to see my usage cost data on my account page. Kwh is fine and the in home monitor is working fine. Is it just me or is there a general problem?

Best answer by Jeffus

Updated on 17/12/24 by Abby_OVO

 

I don't work for OVO. 

 

On the daily tab the 30 min or hourly breakdown is in kWh for both gas and electricity.  There isn't an option for 30min or 1hr costs. It has been raised as something to perhaps change in the future. It would be useful to have. Some of the downsides are:

- sometimes the 30min/hourly data is missing for a few hours, nothing to do with OVO, for example if meters are in an area the signal isn't great. 

- the 30min/hourly readings are not added up to make the daily reading. Smart meters send a separate daily reading. The daily reading is what drives your bills on regular tariff. 

 

It is the same on the app and website. 

 

There is a slight difference on the app in that the daily tab does have cost total for the day (ex VAT and ex standing charge) as well as the 30min or 1 hour kWh breakdown.  

 

This may be different depending on what billing platform you are on and what version of the app you are on. 

 

There is an Idea you can vote for if you are interested in having the 30min/1 hourly costs. 

 

29 replies

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Jeffus
Rank 20
Jeffus
Rank 20
November 17, 2022

I also had problems with getting half-hourly readings on the App. I’ve had regular updates on readings on the App (and online since 2014) up to the 12th October (they suddenly stopped after the 00:00 and 00:30 readings) and strangely the whole day’s data for the 19th October. I spoke to someone on the helpline who got an engineer to contact me via email with about a dozen questions asking me to press various buttons on the meters and mobile phone signal strength (very strong) etc. After a few days the data back filled between the 12th and the 19th but no more data since.

 

The App has very recently got worse in that you can no longer change the year, month or day (the sideways arrows linking to the adjacent data sets have gone missing) whereas you can still do this online. To me this suggests (along with other comments) there isn’t an issue with collecting the data it’s more about the ability to get the detailed data to the user and also downgrading the functionality of the App.

@Peter E i see the same missing arrows on the App. I have flagged to the OVO moderators with screen shots etc. 

My usage data is fine. 

You may already know this, one way to check if it just an ovo issue for you is to download one of the the 3rd party apps. For example

https://loop.homes/

https://hugoenergyapp.co.uk/

https://www.glowmarkt.com/

All the apps are free

Your meter needs to be on the DCC

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

You can check that here

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

 

    Peter E
    Super User
    Peter ESuper User
    Super User
    November 17, 2022

    Thank you for the links to the various resources. Very helpful. Cheers!

    Reducing my yearly fossil fuel usage with an EV (-900 litres petrol), A2AHP (-8,700 kWh gas) and Timed Immersion heater (-1,500 kWh gas)
    Peter E
    Super User
    Peter ESuper User
    Super User
    November 17, 2022

    I just tried the smartmetercheck and my meter is a first generation SMETS1 and not connected to this network. Worth trying though.

    Reducing my yearly fossil fuel usage with an EV (-900 litres petrol), A2AHP (-8,700 kWh gas) and Timed Immersion heater (-1,500 kWh gas)
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    November 17, 2022

    I just tried the smartmetercheck and my meter is a first generation SMETS1 and not connected to this network. Worth trying though.

    @Peter E 

    The current plan is for the software in the SMETS1 meters to be upgraded by the end of 2022.

    Any that are not upgraded are then going to be replaced by suppliers like OVO, hopefully by the end of 2023.

    Peter E
    Super User
    Peter ESuper User
    Super User
    November 24, 2022

    Regarding my comment earlier about having lost my half hourly readings, I raised an issue with Ovo and they sent me a list of questions. Having returned that I’ve now got an email from ‘Kestrel’ an agent to say that I’ve been put on half hourly meter readings and these appeared  yesterday but not any of the missing dates. So my account, which was somehow transferred to daily readings, has now been restored to what it was for the past seven years. My meter is a SMETS 1 which is still not on the DCC system so having a SMETS2 meter or being on the DCC is not a prerequisite for half hourly readings.

     

    I’m assuming this is ok now so thanks for your comments and information.

    Reducing my yearly fossil fuel usage with an EV (-900 litres petrol), A2AHP (-8,700 kWh gas) and Timed Immersion heater (-1,500 kWh gas)
      Tim_OVO
      OVO Staff
      Tim_OVO
      OVO Forum Legend
      November 25, 2022

      Thanks for the update, @Peter E. Yes it makes sense that the missing half hourly data isn’t available if your meter had been changed from half hourly to daily. Not sure why that would’ve happened though. 

       

      Your smart meter is due to be moved to DDC’s systems by the end of the year so heads up, during that time there may also be some communication drop offs. You can check the status of your meter here. 

      Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
        K
        Newcomer
        Kevan
        Newcomer
        December 1, 2022

        Mine is the same.  No daily costs since August. Haven’t changed anything. Noticed a statement buried in the app saying daily costs aren’t available and they are hoping to introduce this feature ??  Clearly a bug, but trying to reach Ovo is hopeless. 

        I tried ringing ovo yesterday, a option came up to chat on WhatsApp. I know it's not the same as talking to someone but it was quick & helpful 👍

          K
          Newcomer
          Kevan
          Newcomer
          December 22, 2022

          I had a problem not showing cost, only kW. I did contact ovo & they were very helpful. Probably took a week but it sorted itself without me doing anything. But now my in home display has stopped working, it keeps say not commissioned. Any ideas?

          Emmanuelle_OVO
          Retired Moderator
          Emmanuelle_OVO
          Retired Moderator
          December 28, 2022

          Hey @Kevan,

           

          Do you know what model of In Home Display you have?

           

          These tutorials may be helpful to you:

           

           

          Make sure the IHD is plugged in as near as possible to the meters. If this doesn’t help, you may need to contact the Support Team to re-open the connection between your IHD and Smart Meters. 

           

          Hope this helps. 

          Renewable Energy? Big Fan.
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