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No Smart Meter readings shown on the Online Account since the 1st October?

Forum|Forum|3 years ago
October 1, 2022
154 replies
3859 views

The website today shows the last smart meter readings as 30 September. Last night’s readings should be logged as 1 October. Have the new charges caused a problem? I have SMETS2 electricity and gas meters. It is now 10am on 1 October. My in home display is working.

Readings seem to have ceased at 00:30 on 30 September according to the app.

Best answer by Jeffus

Updated on 09/08/24 by Shads_OVO

The missing daily readings happens at every switch of the price cap since i had a smart meter with ovo when i look at my account. I have learnt just to ignore it as i suspect it will never change. It doesn’t impact me as the next reading catches up.

This is as far as i can go back on the readings page although i had an ovo smart meter before this. I guess old readings are removed.

So i suspect i will see it every 3 months now.

1st April

1st July

1st Oct

1st Jan

Show previous replies

Emmanuelle_OVO

Retired Moderator

Hey @rasikajay,

Welcome to the OVO Online Community,

How did you complete the smart meter health check? Was it through this online form?

It might be worth reaching out to Support if you’d like confirmation it’s been received.

Renewable Energy? Big Fan.

rasikajay

Newcomer

Hey @Emmanuelle_OVO ,

I first spoke to someone through web chat, then they emailed me questions, which I think are the same as the form. This was last week.

I then saw this post yesterday and filled out the form mentioned here. I got a call from OVO almost within 10 minutes, saying they'd send an engineer in mid January…

rasikajay

Newcomer

Hey @Emmanuelle_OVO ,

I first spoke to someone through web chat, then they emailed me questions, which I think are the same as the form. This was last week.

I then saw this post yesterday and filled out the form mentioned here. I got a call from OVO almost within 10 minutes, saying they'd send an engineer in mid January…

An update on this.

Our of curiosity, I signed up for the Hugo app, but there was no data there either. I did however get a response from Hugo support saying that my meter software is out of date? @Tim_OVO @Emmanuelle_OVO

Blastoise186

Super User

Could you post photos of the meter(s) real quick? If I can identify what you have, it might help solve the puzzle.

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rasikajay

Newcomer

Sure, I believe I have a SMETS 2 meter, which was installed a couple of months ago this year.

See picture attached.

Blastoise186

Super User

Ah ha. SMETS2 Aclara. This should be a breeze then.

OVO simply needs to issue the right SMETS Commands to deploy the latest available firmware image to it. I’d recommend having a chat with the Support Team to put that request in.

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!

TomThumb

Rank 6

I’ve seen a few examples of this smart meter drop off around the time the prices change.

The good news is that for those affected, the sending of smart meter data to the online account resumed and updated any historical usage that’s missing. The smart meter comms hub stores this info for several months.

For anyone else who’s unsure if they’re affected, you can diagnose meter-side communication issues here:

Lastly, if your smart meter hasn’t sent us readings for 5 days or more, it will let you submit them manually via the online account.

@Tim_OVO & @Emmanuelle_OVO Change of tariff on the 1st Jan!

Again no meter readings showing for either elec or gas in my online account.

Tom…

3 meters: Smart Gas & Smart Elec / Traditional Gas meter

eezytiger

Rank 2

@TomThumb Exactly the same for me. No meter readings for gas or electricity on 1st Jan and thus no half hourly usage data for 31st December.

I am still waiting for support to correct my figures for 30/9-02/10, where readings were missed and have still not been corrected properly.

Tim_OVO

OVO Forum Legend

Hi everyone,

I am aware of smart meter customers not having meter readings for the 31st. If I hear any updates on this I will update this topic. In the past this has corrected itself.

@TomThumb forgive me for missing this, but the screenshot you sent does show smart meter readings…?

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

eezytiger

Rank 2

@Tim_OVO