My online account daily usage section hasn't updated but I have smart meters - what is issue?

Hi @Bob Spree and welcome to the OVO online community,

Sorry to hear there’s been a bit of an issue with the information showing on the usage pages of your online account.

Just in case this could indicate an underlying drop in the communication of your smart meter we’d recommend checking out the advice given in the guide below:

If this doesn’t help get to the bottom of things maybe it might help to post up a screenshot of the issue you’re having for our community members to be able to offer more advice. 

I have been receiving this message since 11th April. The problem lies at OVO’s door because I have not been charged for electricity usage since that date. My meter readings are being transmitted because I can view them on the Meter Readings section of the webpage. Support tells me that they are receiving the readings ok and the problem is at their end and it would take 3 months to resolve.

Bob

While you are waiting for OVO to sort out your account. 

There are a few free 3rd party apps for android and apple phones that many of us use.These companies can legally access your  smart meter data if you give them permission. Links to one of the apps, you don't need to buy any of their separate devices.

https://glowmarkt.com/

​​​​​You will then be able to see if the Bright app is seeing anything different to OVO. It can be a useful check if you think there is a problem with OVO itself or elsewhere. 

This is another company with a free app

https://loop.homes/

Here you can see the loop app displaying the 30min readings for electricity for me for example. You can also see daily and monthly figures. 

I do not need any 3rd Party Apps as I can see my Meter Readings on the Meter Readings section of the webpage. Also, support tells me that my readings are being received OK.

OVO obviously have a software problem because they have NOT charged me for electricity usage since 11th April.

Bob

@Bob Spree 

The main reason i thought the app might be useful in the short term is that it would enable you to see 30min readings which  you can't currently see on the usage page. 

You can't see these 30min readings from the meter readings section as the meter readings section works differently using a single reading your meter transmits every day after midnight.

The 30min readings aren't added up to make the daily reading. The daily and 30min readings are transmitted separately.

Does that help?

Feel free to ask anything else if you think any of us may be able to help.

Hope it all gets fixed for you. 

@Bob Spree

I assume your meter page says all the readings are Smart. 

I assume there are no missing days. 

Hi All and HNY!

I’m wondering at what time does OVO receive the smart meter readings and how soon does the app/website get updated? The reason I ask is that for a from when the smart meters were installed to a about a month or so ago the app/website was updated by 7 am, now it seems to be much later in the morning, or even this afternoon which updated the past two days. To throw a spanner in the works from late October last year the daily electricity usage was being received but the daily summary wasn't updating even through the half hourly figures were being updated. Something to do with the information going into the wrong register.

Any thoughts?

cheers

Hey @Wouster ,

Happy New Year! Your name actually reminded me of the @Wouter account that has a very unique purpose here. Let’s just say that this forum couldn’t exist without it. :)

Usually the data is collected sometime between midnight and 7am each day and your account should get updated within a few minutes. If comms are struggling, it might be attempted later in the day.

Could you show me some photos please? I might be able to help with diagnostics.

My smart meters haven’t updated on my app for 12 days now ,the wan light is flashing 4 times and I have updated the app

i don’t have an IHD, I had two and neither connected was told to phone and they said it would do it automatically which it didn’t (this was a while ago so I have u with it !) 

Any  ideas please. Any get through on chat ! 

Hi @Elphaba ,

Can you post photos of the meters please? You cannot connect them directly to your phone, but I’m good at diagnostics.