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SianiAnni
Rank 4
SianiAnni
Rank 4
October 11, 2020
Solved

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

  • October 11, 2020
  • 275 replies
  • 4881 views

Daily usage says “No gas data available”. Monthly usage shows values for each day.  Just starting to analyse gas usage again, against Hive schedule and temperature monitoring before having more energy efficiency work done.

 

 

    Best answer by Tim_OVO

    Updated on 14/09/23 by Abby_OVO

     

    Sorry to hear about the missing smart meter usage data on your online account or OVO app (download for Android or iOS).

     

    We’ve now resolved the known tech issue that was causing a lack of usage data to show despite good communication with your smart meters, so if your usage data has not yet been restored it’s more likely to indicate a communication issue with your meters.

     

    It’s worth carrying out a smart meter health check for your meter type below and contacting our Support Team with the results:

     

    SMETS1 Secure Smart Meter Health Check guide

    SMETS2 Smart Meter Health Check guide

     

    They might also request some screenshots of your usage pages, which can help get to the bottom of things (if there’s no communication issues with your meters).

     

    Hope this helps - Keep us updated here as it really helps others who might be seeing similar in future. 🙂

    275 replies

    Show previous replies
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    November 8, 2022

    @Tim_OVO @Emmanuelle_OVO

    We are seeing exactly the same issue as @Samuel with some other customers. 

    For example i have just been working on this thread this morning. 

    In fact @squiffell and @Samuel had the issue start on the same day as well 20th October

    Getting smart meter readings on the readings page but not updating the bills or usage page. 

    Can you look into whether anyone is working on a generic fix? 

      S
      Newcomer
      Samuel
      Newcomer
      November 8, 2022

      @Tim_OVO @Emmanuelle_OVO obviously this problem is not specific to me, we need to know what’s going on and how/when it’s going to be fixed

      H
      Newcomer
      hopperson
      Newcomer
      November 9, 2022

      Hi, I'm on a smart meter and my OVO app now only shows Yearly and Monthly usage but not daily/hourly usage. It used to... 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      November 9, 2022

      Hi @hopperson ,

      Don’t worry, OVO can fix this! Please let the Support Team know and ask them to also backfill missing data. They can usually fix this within a week or so.

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      Jeffus
      Rank 20
      Jeffus
      Rank 20
      November 9, 2022

      @hopperson 

      1. What do you see on this page. 

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

      Here is mine with daily smart readings

      2. What date did the issue start on the usage page

      https://account.ovoenergy.com/usage

      H
      Newcomer
      hopperson
      Newcomer
      November 9, 2022

      On that specific page in my account it shows my manual meter readings for 2017-2018.  🤷🏻‍♂️

      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVO
      Retired Moderator
      November 9, 2022

      Hey @hopperson,

       

      Sorry about the issues you’re having.

       

      I think @Blastoise186 is right, Support would be best placed to look into this account specific issue. If we hear any more cases of this we can report the issue internally. 

       

      Hi @hopperson ,

      Don’t worry, OVO can fix this! Please let the Support Team know and ask them to also backfill missing data. They can usually fix this within a week or so.

       

      Keep us posted with how you get on. 

      Renewable Energy? Big Fan.
      Tim_OVO
      OVO Staff
      Tim_OVO
      OVO Forum Legend
      November 9, 2022

      Hi @Samuel @Jeffus. I’m thinking this might be a first generation smart meter enrollment example. Emmanuelle has replied to this here saying the same:

       

       

      If that’s the case, it will get sorted once the enrollment is fully complete. If you wanted to check though, our Support team should be able to see notes of the enrollment. 

      Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
      Jeffus
      Rank 20
      Jeffus
      Rank 20
      November 9, 2022

      Hi @Samuel @Jeffus. I’m thinking this might be a first generation smart meter enrollment example. Emmanuelle has replied to this here saying the same:

       

       

      If that’s the case, it will get sorted once the enrollment is fully complete. If you wanted to check though, our Support team should be able to see notes of the enrollment. 

       

      @Tim_OVO It could be but 

      OVO are still getting daily smart meter readings. There are all on the Readings page.

      https://forum.ovoenergy.com/smart-meters-136/android-app-has-stopped-showing-electricity-usage-12452?postid=66669#post66669

      They are just not getting from there onto the bills or the usage page.

      So OVO have the data in their system. Both users stopped working the same day. 

      I think it is a struggle to communicate this to the Support Team

        S
        Newcomer
        Samuel
        Newcomer
        November 9, 2022

        Hi @Samuel @Jeffus. I’m thinking this might be a first generation smart meter enrollment example. Emmanuelle has replied to this here saying the same:

         

         

        If that’s the case, it will get sorted once the enrollment is fully complete. If you wanted to check though, our Support team should be able to see notes of the enrollment. 

         

        @Tim_OVO It could be but 

        OVO are still getting daily smart meter readings. There are all on the Readings page.

        https://forum.ovoenergy.com/smart-meters-136/android-app-has-stopped-showing-electricity-usage-12452?postid=66669#post66669

        They are just not getting from there onto the bills or the usage page.

        So OVO have the data in their system. Both users stopped working the same day. 

        I think it is a struggle to communicate this to the Support Team

        Exactly this, no one seems to understand exactly what I mean 

        Show more replies
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