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

@Emmanuelle_OVO. I suspect that your response above may be referring to a completely different IHD issue which is covered here.

@supercitybity. I find it very interesting Stuart that you seem to have exactly the same problem with your Pipit 500 display as I have. Of particular note is that in both cases the "stuck" gas history issue started at exactly the same time 2 years ago, i.e. during the week beginning 30/11/2020. This suggests that one possible cause might have been a faulty gas meter firmware upgrade being rolled out to SMETS1 customers during that week in 2020. As stated above I have been chasing OVO Support for a solution to this for more than 6 months but to date have not obtained a satisfactory resolution. 

I should add that my family has 2 properties with 2 separate energy accounts both with OVO Energy. Both have SMETS1 smart meters with Secure Pipit 500 IHDs. Both of our properties have exactly the same problem with gas history as described above in this thread. So this means that at least four separate OVO Energy customers have these issues and therefore this suggests a possible generic firmware problem in the SMETS1 gas meter software and/or IHD firmware.

To get this problem resolved I would urge you to reach out to OVO Support referencing this Forum thread so that the smart meter engineering support team can see all of the technical details.

Come on OVO Energy you need to get this problem fixed once and for all!

Kind regards, John

As someone in the know, I believe the explanation given by Emmanuelle to be correct. The issue you linked to seems to be an unrelated issue that I think has been mostly resolved at this point.

@Blastoise186 Thanks for your update. I would agree that the issue linked to was posted there to solve a slightly different problem. Nevertheless the bottom line here is that this SMETS1 “frozen” gas history problem remains unresolved after many months and IMO won’t be solved by simply waiting a few days to let the problem try to resolve itself automatically. If you could shed any further light on a possible route to getting these gas history stats working again then that would be much appreciated. 

Please post photos. I have some thoughts but I can’t try any of them until I know what you’ve got.

Thanks @Blastoise186. The photo below was posted in this thread 6 months ago and shows weekly gas costs in a "stuck" state starting from the week beginning 26/10/2020 and ending abruptly on 30/11/2020. As you can see the "frozen" IHD display is very similar to the one shown in @supercitybity‘s "weekly stats" photo as posted above. The equivalent display for electricity is fine and shows up to date stats.

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. 

 

The photo below was also posted 6 months ago and shows my Estimated Bill display as at 13/04/22. The estimated costs for electricity shown at this time were accurate and up-to-date and show aggregate costs since the tariff had been changed on 01/04/22. The gas figures on the other hand show estimated gas costs of £793 which were increasing on a daily basis but which at the time represented about 6-8 months worth of gas consumption, i.e. referenced back to an incorrect "stuck" datum around Aug/Sep/Oct 2021. 

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.

 

 

@Blastoise186. Finally here are 3 more photos showing state of play as at yesterday. The first shows an Estimated Bill display as at 16/10/22. Once again the electricity figure is up to date and shows accurate kWh consumption since the tariff was changed at the start of this month on 01/10/22. The consumption figure for gas is incorrect however and now represents around 12-14 months of consumption, i.e. references back to the same incorrect datum point as shown previously.

The next 2 photos show real time usage data for both gas and electricity as at 11.56 yesterday. The electricity figures are correct and are as expected showing kWh usage at 30 min intervals. However as you can see there is no data for gas consumption and this pattern of showing no real time gas consumption repeats day after day. 

Hope this helps. Thanks for your help.

John

Thanks for flagging that you’ve had this issue much longer than the price cap change, @jrhayley - sorry to hear how long it’s been going on for. 

There is a known issue related to the price cap changes that affect In Home Displays connected to SMETS1 Aclara smart meters. All suppliers are affected by that. Indeed your issue sounds unrelated. I’d wager you have a Secure Liberty smart meter?

I’d advise you or anyone else who had issues dating from before the price cap change to consider that a separate issue and if you haven’t already, to make our Support team aware. 

I’d also recommend you ensure your smart meter sends us your readings every 30 minutes and refer to your online account usage sections, which are every bit as good if not better than the finest IHD around:

https://account.ovoenergy.com/usage