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MajorSqueeze
Rank 2
July 1, 2020
Solved

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

  • July 1, 2020
  • 55 replies
  • 4042 views

Hi there,

My online account has stopped updating itself and my last useage data was on the 24th (Last meter reading on the 25th)

I’ve checked my meter from time to time and the WAN light has been flashing away indicating a connection. It’s been fine for months and transmitting everyday and just suddently stopped updating.

Are there any known isues going on?

Thanks.

    Best answer by Transparent

    Updated on 14/01/25 by Emmanuelle_OVO:

     

    Sorry to hear about the missing smart meter usage data on your online account or OVO app (download for Android or iOS).
     

     

    We’ve now resolved the known tech issue that was causing a lack of usage data to show despite good communication with your smart meters, so if your usage data has not yet been restored it’s more likely to indicate a communication issue with your meters.

    If you have communication issues with your smart meter please fill in a smart meter health check below:
     


    Hope this helps - Keep us updated here as it really helps others who might be seeing similar in future. :slight_smile:

     

    OVO member but not got a smart meter yet? - Book today!

     

    Interested but not yet an OVO member? - Check out our plans!

     

    55 replies

    Show previous replies
    E
    Rank 2
    Elphaba
    Rank 2
    January 3, 2023

     

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    January 3, 2023

    Thanks! That doesn’t look good, but luckily I’ve gained a new tool I’d like to try with you.

    Can you use the tool at https://smart-meter-help.ovoenergy.com/ to report this? it usually works great with the meter type you’ve got. Any trouble, stop by this thread and I can help you out. :)

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      E
      Rank 2
      Elphaba
      Rank 2
      January 3, 2023

      Unfortunately I tried that yesterday and it says I need to call :-( 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      January 3, 2023

      Ok. Things are going crazy at the moment but should calm down soon. Live Chat will be much easier, but you’ll need to do a manual form. To make that easier, I’ll grab it for you and I’ll help you fill this one out. Questions are taken from:

      If you can pop your answers in this thread we’re in right now, it’ll help a ton later. :)

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      E
      Rank 2
      Elphaba
      Rank 2
      January 3, 2023

      Elect

      time and date

      gives meter reading

      low phone signal 

      H15P0156753

      wan flashes 4 times 

      no light on the Han

       

       

      gas

      G4P01407521500

      time and date gives reading

      less than 10 meters between

       

      no metal 

      under stairs and haven’t moved

      han on gas 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      January 3, 2023

      Thanks, that’s perfect. When you manage to get through on Live Chat, feel free to give a link to this thread and ask the agent to read through it. It’ll save you explaining again.

      You should have better luck getting through tomorrow. In the meantime, I’ll let @Emmanuelle_OVO know the tool seemed to break as this might be a possible bug.

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      Tim_OVO
      OVO Staff
      Tim_OVO
      OVO Forum Legend
      January 4, 2023

      Quick update here from me, having asked the team who built that form: they tell me if the submitted information doesn’t allow for a case to be raised, for any reason like formatting issue or missing details, that’s the scenario we would recommend calling. 

       

      I’m not sure specifically which bit of your responses was the issue, @Elphaba but forward a link to this topic in a web chat to save you having to type anything!

      Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
      E
      Rank 2
      Elphaba
      Rank 2
      January 5, 2023

      Waited in the web chat making sure I don’t loose connection or go off page down from 31 in the queue to 3rd,stays like that for 20mins and cuts me off 😡

      Tim_OVO
      OVO Staff
      Tim_OVO
      OVO Forum Legend
      January 6, 2023

      So sorry, @Elphaba - must’ve been very frustrating. I can pass this on directly to the owner of the web chat tool - what appeared on your chat box when you were third? Was there a message? 

      Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
      W
      Newcomer
      Wouster
      Newcomer
      January 11, 2023

      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.

      Funnily enough, Wouter is my proper first name

      what kind of photos would help? Guessing screen shots from the app/website during the day?

      Show more replies
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