OVO SMETS1 Pipit In Home Display (IHD) - Why is my gas "history" section frozen?

Hi Jess. Thanks for your help. I have read the IHD Tutorial and tried out your other suggestions but sadly this issue still remains completely unresolved. I have also carried out a SMETS1 smart meter health check as recommended and everything is fine. The smart meters are clearly in regular communication with OVO and the “usage” pages on my online account are showing accurate and up-to-date information for both gas and electricity.

This IHD has remained “stuck” in an incorrect state for more than 6 months , yet the online “usage” stats are fully up-to-date. Looking back through the last 4 months I can see that there are occasional days with missing “daily breakdown” data (17th & 18th Dec, 13th Jan & 23rd March). For each of these days there’s an error message saying ”we couldn’t find some of your usage data”. The 48 readings for gas covering hour-by-hour usage are missing, but the total consumption for each day is provided and is consistent with actual consumption. This suggests that OVO is able remotely to read the gas meter consistently at least once per day on a daily basis. 

Whilst it is handy to to be able to view historic usage data online, this is obviously not a satisfactory substitute for having a properly working IHD. In particular a fully working IHD can monitor usage in real time since midnight last night, data which is NOT available online. With energy prices now at record high levels it has become more important than ever to be able to accurately monitor both gas and electricity usage in real time.

I should add that I am responsible for energy management at two different domestic properties, both with OVO energy accounts and both with identical SMETS1 smart meters and Pipit In Home Displays. Unfortunately exactly the same problem exists at BOTH houses! Both IHDs are in a “stuck” state.   :-(

Help please!

Kind regards, John

I’m sorry to hear this, @jrhayley.

Just to clarify, is it the ‘estimated bill figure’ that appears to be stuck? If so I’m wondering if this topic might shed some more light on how this feature works.

If the trouble-shooting tips above haven’t managed to update the unit rate and standing charges that are loaded on to the device, this is best raised to our Support Team who should be able to get these updated.

I hope this helps get this sorted.

Thanks @Jess_OVO. Yes, the 'estimated bill' figure for gas is indeed "stuck" as you suggest. However, the electricity 'estimated bill' is fine. I think there are two separate issues here (possibly related): 1) the 'estimated bill' figure for gas, and 2) the 'historic usage' stats, e.g. kWh usage figures for gas covering the most recent 6 weeks.

To provide more detail on this please see photo below. I've noticed that there are discrepancies in the Estimated Bills section. The figures on the left show accurate and up-to-date estimated costs for electricity. These are aggregate costs since the tariff was changed on 01.04.22. The figures on the right show estimated gas costs of £793 which are increasing on a daily basis but which represent about 6-8 months worth of gas consumption. These massive costs seem to be calculated using an incorrect datum which precedes the change of tariff on 01.04.22 and also a previous change that happened on 04.02.22.  
  
It’s interesting to note that tariff charges shown within the IHD for both gas and electricity were successfully updated on 01.04.22. (The gas tariff is shown as 7.360p & 27.216p). Yet despite this change the 'estimated bill' and 'historic usage' stats have remained in a "stuck" and incorrect state.

It seems that this topic that you’ve referenced is related to my problem but unfortunately doesn't resolve it because the tariff charges have already been updated.

Here's a further photo showing Weekly History. As you can see the stats don't show the most recent 6 weeks. Instead they are "stuck" showing a period which started on 26 October 2020. 

Coincidentally I am in the process of contacting Ovo support about exactly the same issue with the same SMETS1 IHD.  Electricity working fine but Gas history stuck to same period in November. Est. bill also showing over £700. And online readings, billings and history all OK.

Will be interesting to hear outcomes and I'll post if anything resolved through Support.

That’s very interesting @SimonW . On your IHD are the tariff settings up-to-date for both gas and electricity? Do the figures match your current OVO Plan?

I’ll also post the outcome if/when this gets resolved through OVO Support.

Thanks for highlight that you’ve also noticed this issue with your Pipit IHD since the price change, @SimonW.

Juts wanted to let you both know that we’re forwarded this thread on to our team to investigate whether this is a wider bug which needs fixing.

Keep us posted if either of you notice an update and hopefully I’ll be back shortly when I hear back from the team. 🙂

A suggestion from the team has been that this could be linked to the enrollment of your SMETS 1 meters recently, @jrhayley and @SimonW.

They’ve advised we may be able to run a remote process to get thinks back on track, so we’d love to hear if there’s an update once you’ve spoken to the team. 

@Jess_OVO Thanks for the updates. You’ve flagged up Enrolment of SMETS1 Meters as a possible factor, but I think this is unlikely to be the cause in my case. I’ve checked back though all emails from OVO Energy over the last 2 years and can’t find any relating to enrolment of my meters with DCC. This would suggest that maybe my Secure Liberty 100/110 smart meters haven’t yet been processed.