Energy tracker stopped working last October?

/Energy Insights : Yes I have half hourly readings but my insight energy  usage stopped sending weekly updates on the website in Feb 2024. Anyone know why? I found it really useful to judge if I was easing off the effort….. Has anyone else stopped getting their results?

Are you able to upload a screenshot please @Sally123 (Please don’t include any personal information in the screenshot)? I’m a little bit confused as to what you’re referring to. 

Hi Emmanuelle, strange but customer support wasn’t sure what I was talking abouut either.

From main website

Click on home

Click on energy insights

Click on energy usage and you get …...

How we calculate your energy use

• Electricity

• Gas

I have the same problem and my meter is sending half hourly readings. I don't have the time to waste contacting customer services. OVO, please fix this

I did contact themm someone called and said they would look into it, that was a month ago and nothing since

Thanks Sally, that's par for the course with these big companies.  The systems are so complex, very few staff understand them

Hi @Sally123 and @andrew_gr,

I’m really sorry to hear that this is still on-going. Are either of you able to provide screenshots of what you’re seeing so we can look into this further for you?

Energy insights at bottom of usage page, but nothing shown.  Eg entertainment,heating,lighting etc, nothing

@andrew_gr  Sally said she was using the website. Are you perhaps using the app?

We’ve come across a few cases before of bits missing from pages at the account.ovoenergy.com website. The remedy in most cases was (a) adjusting any adblockers or similar browser extensions, or (b) adjusting (relaxing) the security measures in place for the site. How to do this depends of course on the browser and browser version in use.  

On my version of the app (Android, v.19.1.0 CodePush v459), the insights are now headed See where your energy goes, with a link to the details under Estimated use. This bit is immediately below the usage information, not at the bottom of the page. 

Same problem whether in app on android phone or windows pc website 

@andrew_gr is it completely blank or just missing the data?

Insight inf set up but no info showing

Screen shot as requested

Hi @Sally123 and @andrew_gr, 

Thank you for providing these screenshots. I’ve forwarded these to the team that deals with the energy insights. Someone is now looking into this for me so I’ll be back as soon as I have an update for you both.

Hi @Sally123 and @andrew_gr,

The team have got back to me about this now. They’ve said that they’re aware of this issue and are currently working to fix it. They expect it to be fixed over the next few days. If you’re still having issues by this time next week, please let me know. 🙂

Hello Shads

The insite tracker worked for a week and has stopped working again. I may be more forgiving if my standing charges were not now nearly half my bill and even though I’ve needed to do more laundry than usual (out of target time)I am not reaching the full discount target for the 1st time this month

Hi @Sally123, 

I reached out to the team, and they will reach out to you to understand what’s going wrong. 

Keep us updated, and if you need anything else, let us know. 🙂

Hi @Sally123,

I heard back from the team today, who looked into your issues with the insight tracker. They advised that it looked like a communication issue where they weren’t getting the half-hourly readings needed to create the data you see on the tracker. They’ve confirmed that it’s working again and that you should see the data. Could you confirm from your end if you can now see this? 

Let us know how things are going for you and if you need further help.

Hi Christopher

Still only Gas showing on  the insight page. Thats strange cos both are registering on the usage page every half hour

Hi @Sally123,

I’ve just checked with the team. They’ve advised me that you should start seeing your usage categories from next week, as long as there are no further meter connection issues. You’ll be able to see the current weeks usage categories as they’re always shown for the previous calendar week. As the meter fault happened mid last week, last week wouldn’t be available now since half the week was missing.

Please let us know if these issues continue next week.

Thanks Shad. I do struggle with that just because the usage page shows the half hourly use shows for every day???

Hi @Sally123, 

That’s likely to be due to the meter sending half-hourly readings again but based on the update from the team that manage the energy insights, this should be back to normal next week for you. We’d be happy to look into this again for you if this problem continues.