My smart gas meter isn't communicating with OVO anymore - no readings - why?

Sorry the gas meter pic is so poor but hard to get a better one because it is outside.

That’s ok. Please take a photo of the white/grey box above the electric meter as well.

Oh where to start…

I work in tech and I do understand how frustrating tech can be. I laugh and cry when I go onto My Ovo portal and despite having smart meters (recently upgraded to SMETS 2? I think that’s correct) the new gas meter isn’t providing reads to Ovo. This means that I’m having to manually calculate my bill based on my recorded consumption which I give Ovo every few days. This leads me to my major confusion with the portal.

I provide accurate gas reads to the system as above. Mt electicity profile predicts my monthly bill based on the reads it is getting from my meter yaaayyyy!! However despite my giving reads to the gas the data does NOT seem to being ised to predict my gas bill for the month. It’s frustrating to say the least.

Now fortunately I’m not an excessive user and like most I suspect we are trying to reduce our usage and bills. The inability of the portal to be able to turn these meagre consumption values into a predicted bill along with the disappearing DD recommendation that has jumped wildly despite my having provided accurate and timely meter reads is err…

Am I the only one?

Please note this is just a small niggle I know how hard Devs work and that they are constantly plagued by change requests, system upgrades and of course maintaining security as well as answering all too often to incompetent managers who can’t code but can schmooze and read spreadsheets…

Hiya,

It’s probably worth mentioning that it takes up to six to eight weeks to fully commission newly installed Smart Meters. You may not get data coming through during that time.

The system does calculate in real-time based on the data it gets in. This issue seems more like a non-issue to me and it should get resolved once the gas meter starts sending in readings.

Mind showing us photos of the meters? I’d like to check something real quick.

The IHD unit, installed by SSE, does not register any gas usage and still shows the reading last taken in May 1922 which was 00402 units. I don't use the gas for hot water and only use the gas for heating. I turned on the heating in early November so I have used the gas daily since then. I managed to read the meter outside on 4th Nov when it showed 404 units. However since then I have not been able to get a reading as the gas smart meter does not wake up when I press the A (red) button.  The screen just remains blank. I tried pressing the B (black) button as well but nothing happens. Could the battery be flat?

I have no idea how much gas I am using which makes me anxious and is basically unacceptable. Why is the IHD unit not showing any gas usage even though it says it is connected to the meter? Why is the outside gas smart meter not giving me a reading? How can I wake it up ? I don't think it is transmitting readings to SSE either as when I phoned to get a reading I was told it was 402 when it should obviously been more. The last bill I got in August gave an estimated reading of 436 units when in fact I had used no gas at all. 

Hey @Walker46 ,

One thing to try that may or may not work. What happens when you hold down either button on the gas meter for 10-15 seconds? Don’t hold down both at once though!

If it still doesn’t respond, you’ll need to get your meters replaced. Please request a faulty meter exchange via customer service. They’ll sort you out.

Thanks for your reply but unfortunately pressing down the buttons separately for 15 seconds did not work. The gas smart meter is still dead. I shall contact customer service as you suggested. Thanks.

No worries. Chances are both meters will be replaced with SMETS2 as part of the process.

No you’re not the only one. I’ve recently joined so I’m waiting a few weeks before getting on to customer service. 
 

Sounds like I’m having the same issue - electric is coming through automatically and I can read my 30 minute usage in the app, no issue. Gas however is failing to show at all - no data. I did read something that suggested that the data is picked up after midnight every day as part of a batch file - if the data is corrupted or some of the 30 minute slots missing it won’t record on the system. I don’t have my gas on very often, it’s scheduled for morning and evening for total of 1:15 for hot water and I’ll boost heating as and when. So if the app thinks data is missing due to no usage I won’t be seeing any gas usage info.. which is pretty poor. 
 

Does anyone with really low gas usage see their 30 minute usage intervals in app or online?

Yes I hardly use gas at all, just the hob so some days zero gas. I have half hour readings on the account. I suggest you just wait, the system will catch up in due course, and you’ll see it all on your usage charts.