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

@Emmanuelle_OVO @Tim_OVO 

My missing readings for gas and electricity have still not been back filled for the 1st or the 3rd, leading to missing half hourly information, incorrect daily totals (numbers have been fudged) and a September bill which includes 30 days of standing charge, but only 29 days of usage costs. This has been reported through chat and forums, and my account is supposedly "under management" yet nobody appears to be managing anything.

I had to submit readings today via the Ovo app because my smart meter hasn't provided any gas or electricity data since 8th October 2022.  The lack of data is a nuisance, as I use the half-hourly data from the previous day to try to reduce my energy usage.

Since the problem arose, I have twice used online chats via the Ovo app to attempt a resolution. Yesterday, I returned a series of health check question answers via email although the estimated time frame for a response was 47 days. Ouch! However, from answering the questions, it appears that the smart meters are working normally.

My in home display is clunky and it's worse than useless because it uses an old tarrif.

An attempt to bypass the problem by deploying Samsung Smart Things failed because according to the records they accessed, there's no smart meter registered at my address despite the installation of gas and electricity smart meters by Ovo in 2017.

This is frustrating and worrying.  😟  If anyone has any helpful suggestions, I  would be grateful.  Thank you.

Comparing figures from two pages of my online account, I see:
  

In my case, Total Electricity - 57.41kWh - is made up of peak and off-peak usage. However, if I view the ‘current billing period,’ I see the following charges and credits:
  

Off-peak usage: 10.25kWh, peak usage: 22.75kWh, total 33.00kWh. This appears to reflect my usage for 1-8 October while including the standing charge for 1-14 October.  Daily usage figures post 8 October aren’t available, even though they seem to have made it to the totals shown in the top screenshot.

Did the system choke on my Direct Debit (due 8.October) or the EBSS credit? 

Is anyone else seeing the same sort of discrepancy? 

I’m not particularly concerned, because I trust that my smart-meter-delivered half-hourly readings are safely stored on the OVO database. However, if it’s just me seeing this, I feel I ought to draw someone’s attention to it rather than just expecting it to be all right on the night.

[ETA a few minutes later:]

However I stretch my arithmetical abilities, there’s no way I can find out how that impossibly high interest reward is arrived at. Even if I add the £66 to my balance before my DD, I still get a lower figure. And it shouldn’t ever be higher than £4.17.

Oh, FFS! Smart meter readings taken for gas and electricity this morning (15th). Yesterday's usage for electricity is showing up, but for gas there is nothing - just blank space, not even the date.

And usage for 2nd and 3rd is still wrong. Probably the 1st too, but I can't keep all the wrong numbers one my head for weeks on end.

Nothing wrong with my meters according to the health check steps outlined. 
It also seems that that should be no reason why the rate change would affect the processing of readings to give electricity usage information (based on half hourly readings), which was working fine until it stopped for no apparent reason!

As for the rate change, mine hasn’t- still paying the same rate above the cap, despite information to the contrary on the OVO apps front page!

it also seems that OVO aren’t handling the government credit in the way they said they would according to another thread!

What is going on OVO?

@GwenllianP it might be that your meters aren’t on DCC yet. Give this tool a try!

https://smartmetercheck.citizensadvice.org.uk/

Thanks, @Blastoise186 

That's a handy tool. 👌 Unfortunately, it returned a similar result to the Samsung Smart Things app, as it stated that there's no Smart Meter at my address. Something is seriously amiss with Ovo… <bangs head on nearby wall in frustration>

Thanks for taking the time to reply. 🙏

This is probably not an OVO issue. You might not have them at all. Please can you show me photos of your meters. I’ll identify them manually.

Thanks for replying.

I definitely have Smart Meters for electricity and gas. They were both installed by Ovo in 2017 and both were working until 8th October 2022. However, I'm beginning to wish that they are a figment of my imagination. 😂

I have attached screenshots of my recent readings instead because they detail the type of readings submitted.

I also submitted health checks to Ovo via email but sadly it seems it will be a lengthy wait for their response.

Thanks. I do also need to see photos of the meters as well, so that I know exactly which ones you have. OVO has installed several different types, so SMETS1 alone isn’t enough to figure this out.

If that CAB Smart Meter Check tool can’t find the meters, it could be that they’ve not yet migrated to DCC and are still on the original SMSO (Smart Meter System Operator) or that they’re currently migrating to DCC via Enrolment & Adoption. The latter is definitely one possible reason why they might not be working right now.

OVO has never had direct control or access to them either way. It always goes through some kind of SMSO as a proxy.