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

Hi,  There seems to be several threads about lost detailed usage data, and not sure which is best to start on, but I’m affected. 

About 3-4 weeks ago, my SMETS1 meter stopped sending any updates but that seems to have been fixed in last 10-14 days .  Daily readings are being reported (inc. those for the period of no transmissions) but I’m not getting the daily 30 min. breakdowns presented to me on OVOs site.  What’s the best way forward to get it sorted?  I am electricity only.

Thanks in advance for all help

Tim

@Tim_SH personally i would start by checking to see what this says in terms in terms of your meter

https://smartmetercheck.citizensadvice.org.uk/

Just to double check if it says if your meter has been upgraded to SMETS2, the current standard for smart meters

I tried that (twice in case of a MPAN typo on my part) but it replies “We can’t find your meter” which is odd since I’ve been with OVO and trouble free on a smart meter for many years now + some how OVO are accurately collecting daily (but not reporting any 30min) readings! 

Perhaps I’ll call the support no. in office hours.

Thanks

@Tim_SH 

Likely to be because the software in your meter has yet to be upgraded to the latest SMETS2 standard 

In theory the easy ones have already been upgraded automatically and the ones that are left are the ones where the DCC https://www.smartdcc.co.uk/ needs to work with OVO. Else they will need replacing next year in theory at least. 

You could try to download one of the ofgem regulated 3rd party apps. But i suspect this may not work for you. This is one a lot of us use. 

https://www.glowmarkt.com/

Me too. This is what I see on the Oct 2022 Usage page:
  

A someone suggested , I contacted support via Twitter last week and showed them the same. This was their response:

Nothing about a software update, a reboot or anything else I’ve read about in this marathon thread and others. So the big  SOLVED  sticker at the top doesn’t apparently apply.

My meter has yet to be migrated to DCC, so I’ve no other way of monitoring my usage. 

Thanks @Firedog - exactly the same for me 1-8 Oct have linkable usage data, but from then in (9th Oct) all it displays is daily usage.  There was a period of about  week (9th - 16th-ish) of no readings going through (and meter red dot implied no comms) that made itself good in time, and since then it’s as for you and no daily breakdown.  I’ve been on a smart meter since 2015/2016 trouble free but for this blip. 

I've now filed my second complaint about missing and falsified data, following a phone call from support on Monday to say my account has been fixed. They have fixed nothing. Everything that was faulty with my account remains faulty. 

@Tim_SH @Firedog

 @eezytiger 

You may already have done this. 

Be worth looking at the readings page rather than the usage page to see if daily readings are getting through OK.

Do it on the website rather than the app

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

See if there is a daily reading with the word smart next to it.

The challenge with the usage page is that the monthly usage page can show estimated daily readings which are not always obvious on the usage page.

A lot of us had issues around the same time, i had them and i have a SMETS2 meter. My readings came back as did many others on the forum. Similar issue, no 30min readings. The 30min readings are never added together to make the daily reading. 30 min readings are transmitted separately. 

So it may be nothing to do with the type of meter you have. It is always difficult to know if issues are linked or completely unrelated. 

You could also ask the Support Team to set the readings to 30min, just in case something has been reset 

 @Tim_OVO and @Emmanuelle_OVO were collecting the forum IDs of those impacted, i assume they still are? So they could feedback if they heard anything. 

@Tim_OVO ​​@Emmanuelle_OVO have you heard anything recently about any common issues? Any advice? Some people still seem to be getting what could potentially be a related issue? 

@Tim_OVO Is there anything that can be done about this? I have been trying to get this resolved via chat for the last couple of years! Until recently I was getting half hourly data for electricity, but not for gas. Now I don’t get it for both. Each time I go through support they say they will enable half hourly reads, but nothing ever comes of it.

As an additional question, my Smets 1 meter is not showing as upgraded on the Smartmeter check page. My understanding is that they are all supposed to get upgraded by the end of this year. Is this still the case? I cannot use apps like the Bright app to get my usage until it is enrolled.

Thanks

Kihon

Hello @kihon,

That sounds really frustrating that you’ve already raised this to Support and it’s still not resolved. 

You can find out more about our Complaint Procedure here. 

With regards to your SMETS1 being upgraded to SMETS2 this is being managed by the Data Communications Company but the ‘planned completion’ is the end of 2022. We have a great guide on this topic you might find helpful:

Hope this helps.