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

Hey @Paulst955,

Sorry for the issues you’re having.

This was raised by a few of our customers, luckily most seem to have started to get their readings back. 

Here is a similar thread you might find some advice there to be helpful:

If your readings don’t come back by the end of the week, I'd advise completing a smart meter health check:

Hope this helps. 

@Paulst955

I would recommend trying one of the free ofgem regulated 3rd party apps that can get data from your smart meter. For example

https://www.glowmarkt.com/

If you can see the data on the 3rd party apps you can be pretty certain it is an OVO specific problem. 

As a regular on this forum, we do see these issues raises from time to time. Certainly we have seen more recently, although some of that may be due to more people looking at their usage to be honest. 

Check these pages to make sure ovo is really receiving daily smart meter readings. 

​​

https://account.ovoenergy.com/meter-readings/history/gas

https://account.ovoenergy.com/meter-readings/history/electricity

You should see a reading every day with the word Smart next to it.

The last ½ hrs usage data showing on my account is on the 8th Octobers, since then nothing only daily usage. How can I rectify this please

Howdy @Samuel !

OVO can fix this for you, please let the Support Team know! It’s usually pretty easy to resolve. :)

Thank you, pity you can’t email them isn’t it, who writes a letter these days 

Emails have been turned off because they were taking too long to respond to. Turning that route off for the time being frees up loads of agents to handle the faster channels. :)

Can anyone explain why over the last 4 weeks  the app is not updating so you have no idea how much Gas/Electric you have used!! You can't email anyone and the Chatline is useless and when I phoned which took me 1hour and 17mins on hold waiting to speak to someone only to be told there is a problem we are dealing with it.So from the 4th Oct to 20th October not working now again from 23rd October still not working it also dosent update the smart meter.APPALLING SERVICE!!!!

Hi @Caz0809

I don't work for ovo, am just a customer like you. 

You may already know this. 

Just to confirm it is only an ovo problem you could try downloading one of the ofgem regulated 3rd party apps to see if they can see the readings. This is one that quite a few of us use. 

https://www.glowmarkt.com/

You can see if ovo are getting any daily reading by looking at these pages. 

https://account.ovoenergy.com/meter-readings/history/electricity

https://account.ovoenergy.com/meter-readings/history/gas

It may be ovo are getting daily but not 30min readings. 

The moderators @Tim_OVO and @Emmanuelle_OVO have been keeping a list of impacted users who post, so they can update when things are working again. 

If the chat or phone lines are busy, i leave a private message on the ovo twitter or facebook page. These are both official support channels for ovo and the staff their can access your account. You just need to include your name, address, account number and date of birth. They have always got back to me in a day, usually much quicker. It can be better than hanging around on the phone for some queries but not all obviously. 

Hi

Thank you and sorry didnt realise.

Much appreciate the info.

@Caz0809

No need to apologise. 

My 30min readings stopped working for a while then came back. 

It does happen sometimes with all suppliers for a variety of reasons, sometimes due to a specific supplier issue, sometimes a general issue impacting a particular part of the country or a particular type of meter for example.

Certainly there have been more people posting generally recently highlighting issues they are having.