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C
Rank 2
ChrisMac
Rank 2
October 2, 2023
Solved

Electric smart meter not sending readings but gas is?

  • October 2, 2023
  • 125 replies
  • 4247 views

Hi, 

Any idea why my gas meter sends smart reading but electric doesn’t? 
 

Best answer by Emmanuelle_OVO

Updated on 31/03/25 by Ben_OVO:

You can view your smart meter readings via your online account or app. If your readings are estimated then your smart meter might not be working, and you’ll need to send a smart meter health check to our Support Team. You can find out more about this here, and in these previous Forum topics:

 

 

Hey @ChrisMac,

 

That’s a shame Hugo also can’t communicate with your meter. 

 

The timeframe for the smart metering team to investigate the issue and contact you is 45 working days. Within this time they will attempt to fix the issues with the meter remotely, if they’re unable to do so they’ll contact you to book in an engineer appointment. 

 

If you’re concerned the support team may not have received your smart meter health check I'd advise contacting them via webchat to check. 

125 replies

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Jeffus
Rank 20
Jeffus
Rank 20
October 25, 2023

All

Ran this check and it says meter is working okay and supplier should be getting Smart reads 

https://smartmetercheck.citizensadvice.org.uk/meters/new?fuel_type=electricity

 

Am not surprised given Hugo can see some data. The tool checks your meter is on the DCC so the 3rd party apps will work. 

The Hugo and other 3rd parties can only see a subset of data that energy suppliers can see. None the less your meters are definitely transmitting at least some data that Hugo can see fine

You could try this other 3rd party app. It should be fine just like Hugo. Be a good test. 

https://glowmarkt.com/bright

I do wonder if ovo somehow is still not looking at the meter correctly as @BPLightlog suggested as well. You highlighted the issue they thought they had fixed. 

 

 

 

    C
    Rank 2
    ChrisMacAuthor
    Rank 2
    October 25, 2023

    All

    Does this bill data help? 
    Why is there estimated and actual readings shown? I am consistent at sending in manual reads whilst meter not working correctly.

    Page is from the Portal view not the app.

     

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    October 25, 2023

    All

    Does this bill data help? 
    Why is there estimated and actual readings shown? I am consistent at sending in manual reads whilst meter not working correctly.

    Page is from the Portal view not the app.

     

    Look at the same dates on this page. Un tick hide estimates

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

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    October 25, 2023

    I do still think there is a disconnect between your meter and OVO in that the records they use to look at the data is wrong somehow. 
    Hugo, Bright, Loop and others all use the same data source so if Hugo sees it, so should the others. 
     

    Even with readings sent in, from time to time they do still offer estimations for some reason

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      C
      Rank 2
      ChrisMacAuthor
      Rank 2
      October 25, 2023

      All

      Does this bill data help? 
      Why is there estimated and actual readings shown? I am consistent at sending in manual reads whilst meter not working correctly.

      Page is from the Portal view not the app.

       

      Look at the same dates on this page. Un tick hide estimates

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

      If it showing estimated doesn’t that mean there is some communication taking place? 

        BPLightlog
        Super User
        BPLightlogSuper User
        Super User
        October 25, 2023

        No - if it was from the meter it would say Smart alongside

        Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
          Jeffus
          Rank 20
          Jeffus
          Rank 20
          October 25, 2023

          @ChrisMac the meter reading page will look like this when working correctly with daily readings with the word smart next to them

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

           

          C
          Rank 2
          ChrisMacAuthor
          Rank 2
          October 25, 2023

          @ChrisMac the meter reading page will look like this when working correctly with daily readings with the word smart next to them

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

           

          Okay thanks

            Firedog
            Super User
            FiredogSuper User
            Super User
            October 25, 2023

            I think you have a legitimate gripe, though, because an apparently arbitrary higher estimate for 11 October seems to have been used for billing instead of your manually-submitted ‘actual’ reading. I don’t think that’s supposed to happen, even though it doesn’t usually matter much. 

             

            Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
              Abby_OVO
              Community Manager
              Abby_OVO
              Community Manager
              October 26, 2023

              Hey @ChrisMac 

               

              I think Firedog would be right here:

              I think you have a legitimate gripe, though, because an apparently arbitrary higher estimate for 11 October seems to have been used for billing instead of your manually-submitted ‘actual’ reading. I don’t think that’s supposed to happen, even though it doesn’t usually matter much. 

               

              The Forum_Support will be looking into all of this, hopefully they can get to the bottom of everything for you.

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