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

@Blastoise186 @Tim_OVO 

I made contact with Ovo Chat on Saturday morning and have completed a meter health check by email as the online form for submission cannot be completed. Today I received a phone call from James in support, so there is a ticket raised. My IHDs are still without connection and automated meter readings have ceased, with the last successful reading taken on the 6th. I've been told to wait 30 days to see if it fixes itself.

I can provide photos of the meters if it is likely to help, but I'm not sure what can be done. The WAN light is currently pulsing slowly five times, which is as it should be. However, whilst filing the health check I observed a solid light, five rapid pulses and between 3-5 slow pulses at different times.

Hmm… Sounds like flaky comms to me if that’s the case.

The app or portal account has not been displaying usage data since October 2022 and despite numerous communications with the Customer Help Desk (including real people!) there has been no progress on this matter. The smart meter is apparently sending data OK - according to my account meter readings but all daily consumption since October is just shown as flatline averages of the overall monthly consumption. I did not request a Home device when the smart meter was installed because the app offered the same information but now it doesn’t. I have deleted and re-installed the app and tried all other suggestions but   To no avail. It just doesn’t work any more!  The problem is clearing in the app since the meter is sending the data. Get it fixed!

Sorry to hear this, @STUOVO (as the username has OVO in it which is reserved for OVO staff, we’ll need to change that: could you let me know your preferred username and I’ll make the change?).

It’s good that the smart meters are sending your readings. Although to be sure, are the meter readings listed here showing as ‘smart’: https://account.ovoenergy.com/meter-readings/history/electricity ?

It’s good to rule out a lack of usage data. With that done, it does sound like something technical that’s in the background not working as it should be. If you haven’t already, please flag this with our Support team. Whilst you wait for a fix, have you considered any free to download usage apps that use the same smart meter data that your supplier does: Hugo is one. More info here:

Hi Tim, Thanks for response. Yes, according to my account info the daily readings are from a Smart meter. I also checked that the Smart meter was operating OK after first speaking to Customer Support. 

I am happy to change my User name to STUVO.

How can a third party app access information to my electricity consumption - presumably my supplier, ie. OVO is supplying them with this information from my smart meter? If their app can display usage, why can’t the OVO app?

Your username is now changed @STUVO - thanks for confirming your preference. 

When smart meters connect up to the Data Communications Company (DCC), suppliers and third party apps retrieve the data from there. 

We’ve seen examples where these third party apps have better data coverage than the supplier!

FWIW my smart meter has finally come back online six days after it first disappeared. IHDs are both showing data again.

I've been submitting daily readings,  so my Ovo account is up to date,  albeit without the half hourly details,  but all three of my third party apps are missing days worth of data. Maybe they will back fill in the next day or so.  Maybe not.  Who knows? 

I've got absolutely no idea why it went offline and no idea what was done to fix it,  but I'm glad it's functioning again.  

@Tim_OVO so my smart meter was finally replaced (I have a new IHD too) but not seeing any readings on the app or the website… back to estimated readings agan. I called OVO and they were apparently able to read from their end? Why am not seeing on the app/website and having estimated readings?

It takes time for the account to be fully updated after a meter swap. Hang in there for now! It’ll be done soon.

Fair enough, but it’s already been 5 days...