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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
    T
    Rank 5
    Technophobe
    Rank 5
    March 29, 2023

    It’s gone fine till these past ten days.

    I’ve been an hour on the helpline only to find it’s the middle of May before anyone can come out to see what’s happening between the gas meter outside and the smart meter. I’m now queued on the OVO  WhatsApp. It’s so stressful, exacerbating my M.E.

    Is there a simple way to take a manual reading from the gas meter? I can’t navigate the website.

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    March 29, 2023

    It’s gone fine till these past ten days.

    I’ve been an hour on the helpline only to find it’s the middle of May before anyone can come out to see what’s happening between the gas meter outside and the smart meter. I’m now queued on the OVO  WhatsApp. It’s so stressful, exacerbating my M.E.

    Is there a simple way to take a manual reading from the gas meter? I can’t navigate the website.

    The gas meter can usually be read by pressing a button to wake it up. 

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    T
    Rank 5
    Technophobe
    Rank 5
    March 29, 2023

    Do you know which button?

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    March 29, 2023

    Do you know which button?

    It depends on the meter but I just press button A on mine so the reading here for example is 02374

     

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVO
      Retired Moderator
      March 29, 2023

      Hey @Technophobe,

       

      Sorry for the issues you're having,

       

      Still no luck and according to the app, no readings for gas have gone in ten days. I have a disability and filling in the online form is problematic, also having to go outside to attempt to get a reading from the meter. This is incredibly stressful. I do not want to get into estimated readings!

       

      If you’re added to the Priority Services Register we can send regular meter readers to your property, we can also ask that a Smart Meter Health Check is performed so that if your meter has lost communications with us our team can investigate.

       

        

       

      Hope this helps. 

      Renewable Energy? Big Fan.
      T
      Rank 5
      Technophobe
      Rank 5
      March 29, 2023

      Thank you so much, both of you. Yes, I had a smart meter health checker sent, but it's completely beyond me. I think the smart meter has lost connection with the WiFi, but that doesn't explain why electricity readings come through daily without a problem, but not gas.

      BPLightlog
      Super User
      BPLightlogSuper User
      Super User
      March 29, 2023

      Thank you so much, both of you. Yes, I had a smart meter health checker sent, but it's completely beyond me. I think the smart meter has lost connection with the WiFi, but that doesn't explain why electricity readings come through daily without a problem, but not gas.

      Is the gas meter a distance from the electric? It’s the electricity meter that has the communication hub and so the gas meter has to link to that for the readings to be passed on. The gas meter works off battery so it’s not as good on data feeds

      Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      T
      Rank 5
      Technophobe
      Rank 5
      March 29, 2023

      The gas meter is outside and a good distance from the electric, but the readings have been perfect till recently.

      T
      Rank 5
      Technophobe
      Rank 5
      March 30, 2023

      Do you know which button?

      It depends on the meter but I just press button A on mine so the reading here for example is 02374

       

      Thank you!

        T
        Rank 5
        Technophobe
        Rank 5
        March 30, 2023

        Well, the smart meter has somehow sorted itself out or perhaps I've managed to do it. The app is still saying no gas readings have been possible since March 18th and requesting a manual reading which I've now been able to do from the smart meter. However, gas usage from boiler coming on at 8a.m. today is already registering at £3.47 and the heating has been off since 7p.m. last night! I'm starting to wonder if smart meters are as reliable as first thought in certain circumstances. There seem quite a range of variables. 

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        Terms & ConditionsAccessibility statement

        OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

        OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

        OVO (S) Gas Limited is part of OVO Group Ltd