Why have I lost smart half hourly usage data on Daily usage section of online account?

@Jeffus- the issue is not merely obtaining another IHD, but rather the fact that it must then be paired with your existing Comms Hub.

The pairing operation requires actions by the customer and the Energy Supplier. It requires opening a channel on the Home Area Network. That presents a security risk.

The method by which new devices are added to the HAN must protect against an end-user buying an IHD on the open market which later transpires to contain code that could be used for malicious intent.

This morning there are over 10,000 IHDs being offered for sale on ebay alone. How could a purchaser know whether they are safe to connect? For obvious reasons I’m not going to expand on this subject in an open Forum.

That's a fair comment.

I appreciate the security risk and the time and cost operationally to install and maintain a second IHD. 

I have no intention of going down an unauthorised route.

When I log into my account and go to the usage section, I can only data in the ‘year’ tab for both gas and electric. In the monthly and daily tabs, there is just the message ‘sorry, there is no data available for this right now. Please check back again soon’.

I have been checking back for some months now, and no change.  Is this the same for everyone, and does anyone know if it will ever going to be fixed? Its not terribly helpful only being able to view monthly totals for usage.

Hi @Stu_T and Welcome to the OVO online community,

Sorry to hear you’re having some issues viewing your usage data on your online account. I’m guessing you have a smart meter which would usually be sending us your usage data automatically?

Has the monthly and daily usage information been viewable previously? - If not a possible cause may be that your smart meter reading schedule is only set to send us a monthly reading rather than a daily or half-hourly reading needed to populate these usage graphs. If you want to check or change the reading schedule of your smart meter , reach out to our Support Team - the quickest means of contact is our webchat which you can find by clicking the green speech bubble at the bottom of this page.

If your smart meters are already set to send us readings on either a half-hourly or daily basis, the current lack of data could indicate a communication issue with the meters, in which case we’d recommend carrying out the smart meter health check for your meter type below and forwarding the results on to our Support Team:

SMETS1 Secure Smart Meter Health Check 

SMETS2 Smart Meter Health Check

Let us know how you get on with this advice - we’d be interested to hear what was the verdict behind the missing data. 

I have been trying to get half hourly usage stats from my smart meter on the Ovo website/app for that last few months with no luck. Each time I call they say they will switch the readings to half hourly readings. Sometimes they say they are receiving half hourly readings but just not showing up on the usage graph.

Has anyone managed to get half hourly gas usage on the Ovo website?

Thanks

Kihon

Welcome back @kihon !

That’s rather unusual and suggests there’s a possible problem with your meters. Could you show me a few photos of them please and I’ll see if I can figure anything out.

Very frustrating to hear that you’re missing that really important half-hourly usage info, @kihon.

I’m wondering if your issue is related to this technical bug we had reported by @SianiAnni here previously:
 

 If the missing data can’t be explained by a smart meter communication issue and the meters are already set to send us half-hourly readings,  it might be that this pesky technical bug is the culprit. 

If you haven’t already it would be worth taking a screenshot of your ‘Usage’ pages and sending these over to our Support Team, this can really help get things escalated to our tech team if needed.

Hoping this helps get things sorted - Let us know if you need any more help 

@Jess_OVO It does look similar to the issue that @SianiAnni  had.  The information I have is

1. Both meters are Smets 1 (Secure Liberty 100 and Liberty EG4v 10)
2. The LED on the electricity meter blinks 5 times indicating strong signal.
3. The IHD shows the gas usage in addition to the Electricity usage
4. The Ovo website shows daily usage values for both Gas and Electricity
5. It also shows half hourly Electricity values.
6. It does NOT show half hourly Gas values
7. Sometimes when I talk to Ovo agents they say they are seeing half hourly Gas readings. Other times they say they will enable it and to check back in 2 days. I don’t know if this indicates that the system is loosing the fact that it was supposed to retrieve the half hourly readings, or if it never did retrieve them, or if it is still retrieving them and the agents do not realise this.

This is what I see for Gas on the Ovo website.

@Blastoise186 is the information above sufficient for you? If not what kind of photo’s do you need? Just the front of the two meters?

Also, where do I find the email address for the support team? The main website provides a link to a chat or phone call, which I think go to normal agents rather than the support team.

Thanks again,

Kihon

Thanks, that helps a lot.

If you wish to email in, it’s hello@ovoenergy.com but please be aware the wait times are a lot longer for emails than all other methods. However you get in touch, all methods except Social Media and this forum will get you directly through to the main Support Team. OVO doesn’t split the team up by purpose, it’s just one large team equipped to act as a one-stop shop.

I’m also getting the impression you’re affected by that same bug.

Thanks @Blastoise186 

I read through the thread for the bug, but couldn’t see if there was a resolution to the issue other than talking to the support team? I will try again, but despair that they will again say “ok we will enable half hourly reads” again!

By the way, does anyone know if the new Chameleon IHD6 with CAD and temperature sensor works with Smets 1 meters?

Thanks

Kihon