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

A quick further update. OVO Support have confirmed today that the meters at this address have been processed by DCC and were “adopted” on or around 6 July 2021. However, the gas history stats were already “stuck” for many months prior to this date suggesting that “Enrolment of SMETS1 Meters” by DCC is unlikely to be the principal cause of this issue. We now await further investigation by the OVO smart meter team. 

My personal best guess is that, if OVO were to un-pair, factory reset, and re-pair the IHD with the smart meters, then this would probably trigger a reset of both gas and electricity stats. The IHD would then be able to retrieve and store up-to-date stats from both meters. (Unfortunately there doesn’t seem to be any way of doing a customer factory reset of the Secure IHD) 

@Blastoise186 Do you have any observations or thoughts on this issue?

@Jess_OVO Some further progress. I’ve been checking the gas smart meter for actual readings and have discovered that the incorrect “estimated bill” figure for gas as shown in the IHD photo above is also stored in the gas meter itself, thus the IHD is merely displaying a copy of wrong data already stored within the meter. I did this by pressing Button 1 on the meter keypad to display Current Day cost of consumption. As at 17.30 on 17.04.22 under the Credit/Using Now section this was displaying 21,287.22 kWh for consumption and £807.47 for estimated costs. By checking through OVO online account details we can see that these figures correspond almost exactly to cumulative gas usage and costs since DCC adoption of the meter took place in July 2021. So this would suggest that DCC enrolment is likely to be a significant factor and that it’s the meter that’s at fault here, not the IHD. Please note that there have been two changes of tariff on this account since July last year and that both of these tariff changes were handled correctly by the electricity smart meter.

I believe that the “stuck” History Data for gas issue is a separate problem which resides within the IHD itself. A firmware issue possibly?

Thanks for the update, @jrhayley.

Glad to hear the Support Team were able to confirm the enrollment of your meter too. Still unsure whether the frozen history section might be related to this upgrade. Either way if you’ve mentioned this to the team they should have passed this on to the smart team for further investigation.

Keep us posted if you do notice any changes to the information shown on your device. 👌

@Jess_OVO After a period of almost 3 months this problem unfortunately remains unresolved. As explained above there are two separate issues here - one directly affecting the gas smart meter which internally is displaying incorrect “estimated bill” figures for gas consumption, the other affecting the IHD which is in a “stuck” state and persistently displays “History” figures for gas consumption which are out of date and faulty. 

I now see that this thread is marked as “Solved” which is incorrect. As far as I can tell both of these issues remain unresolved. Please could you mark this thread as “awaiting resolution” and ascertain what steps are being taken to get a solution to the issues raised.

Hi @jrhayley ,

I think it’s probably worth mentioning that the Solved status on this forum thread is independent of whether your issue is actually resolved or not. Whenever there’s an answer on a question thread that is likely to help the community at large, it may be marked as the best answer at anytime.

We have no way of knowing whether the original problem got solved 95% of the time because users often don’t come back, so this is the best we can do.

I’m so sorry for the confusion, @jrhayley.

As mentioned by our community member, @Blastoise186, we may mark topics here as ‘resolved’ if we’ve given the best advice we’re able to offer on this public platform. Sometimes, as in your case, the ‘Best Answer’ we can give here would be to contact our Support Team, as they’re able to offer much more tailored advice, with full access to your account and the data we’re receiving from your smart meters.

If you haven’t already we’d recommend re-contacting the Support Team to report the ongoing issues with your Pipit IHD. They’ll be able to carry out some remote trouble-shooting or if these have failed to get things resolved they can request a replacement device for you.

In the meantime, we’d recommend using the ‘Usage’ pages of your online account or OVO app (download for Android or iOS) to monitor your smart meter usage data.

Thanks both. Thanks @Blastoise186 and @Jess_OVO for the clarification. This helps me to understand the reasons for marking this forum thread as “Solved”.

Unfortunately, despite contacting and re-contacting the Support team to report ongoing issues this problem remains unresolved.

I was going to post this as a new question, then I saw that two other users have the same issue.

My data for gas also stopped Oct/Nov 2020.

My IHD is connected to the smart meters as the actual / current consumption is shown for both electricity and gas (current day / previous day),  however the history only works for electricity.

The gas history graphs have stopped updating Nov 2020. Just realised I’ve been meaning to look into this for nearly two years…  ….

Stuart

Hey @supercitybity,

Sorry for the issues you’re having.

In regards to the meter readings stopping as of the 1st November, this is a known issue. Most customers affected by this have seen their readings start again and the problem resolve itself. I’d advise contacting Support if we still aren’t getting readings by the start of next week. 

If we get any updates about this internally we’ll update these threads. 

With your gas usage graphs, are we in communication with the gas meter? Are we getting readings through shown on the Online Account? If it’s just the graphs I'd advise contacting Support about this one- it sounds like a tech issue. 

Hope this helps. 

Oh dear. The advice you have given here @Emmanuelle_OVO appears to be wrong. You are suggesting that without any intervention this problem might resolve itself within a few days. This is blatantly untrue. In my case the problems started 2 years ago in the week beginning 30/11/2020. @supercitybity has exactly the same issue and you can see from Stuart's photos above that his problem also started in the same week, on or around 02/12/2020. So here we both are 2 years later and clearly the problem has not simply "resolved itself" - it is totally wrong to suggest that it will. In my case I raised this issue with OVO Support more than 6 months ago and at the time of writing the problems remain unresolved. I am still chasing OVO Energy for a solution.

You say that this is a "known issue". But if it's a known issue then where is the "known solution"? What is the long term solution and is there a workaround? If there is a known solution then please publish it.