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

Hi @Blastoise186 

Here are a couple of pictures of my meters. I haven’t been home long…

I’ve also put some screenshots of my app … just in case. It looks like something broke on the 20th between 00:30 & 01:00 🙄

@Tim_OVO and @Blastoise186 any ideas on how this might get fixed. 
 

I miss my information on my smart-home thermostat graphs!!

If anyone’s interested- this is what I used to get on my thermostat 

Gotcha, thanks @RichH !

Let me quickly answer your question too about the meters you have.

It definitely looks like your electricity meter is a Secure Liberty 100 Series meter, which was a SMETS1 meter when first installed. Your gas meter is a Secure Liberty EG4v 10 which will also have been a SMETS1 when first installed.

From my understanding, Secure branded meters are either currently being upgraded to SMETS2 or have already gotten the firmware upgrade by now. I think the August date seems interesting too actually. Because that’s roughly the time when Secure branded meters started to get the SMETS2 upgrade.

I begin to wonder if your gas meters have finished downloading that firmware upgrade correctly yet, or whether the gas meter downloaded the code but somehow corrupted itself while attempting to upgrade. I wouldn’t have thought so though!

But either way, this is useful info so thanks for sharing it. If the Kaluza devs can pull up server logs from around that time, they might get lucky.

@Blastoise186 

That would ‘fit’ - a shame it seems to be a long-winded exercise to get to the bottom of it because I’m genuinely impressed with it all when it works. 
 

Sorry to harp on about it but I am missing the half hourly readings so much. The graphs showing my heating set temperature, actual temperature and the consumption give a really good flavour how much work the boiler is putting in (and when the bath is run too!) 
 

Thank you again for your helpful responses. It’s been a long time since I’ve joined in on one of these forums and this clearly is a ‘good one’!!

You’re welcome. I’ve only recently joined this forum, but I’m glad to be of assistance.

And yep, these sorts of issues are just some of the things that the forums are perfect for! Not only does it make it easier to know if someone else has had similar issues, but it also takes the pressure off the support team in some cases.

For example, if it’s something that’s to do with the OVO website, it’s probably more efficient for Tim to flag down someone from that team directly than it is for customer services to try. :)

Attempting to figure out the root causes of these gas meter issues is also a hot topic here too, if you pardon the pun.   It’s definitely something that we’ve been trying to figure out with a few different theories and I can definitely say we’re not short of ideas! If you had any idea how many bugs I’ve recently been flagging up, you’d be amazed… Hehehe

I’m really glad you like the forums though. Tim has said that he’s planning to do some more magic with them soon to help improve the experience. If you have any ideas, suggestions, bug reports or the like, you’re in the right place to report them.

Hi @SianiAnni and @RichH - just letting you know that your reports of Missing Data errors commencing 19th August came up in discussion between @Tim_OVO and I earlier today.

We’re trying to find a way in which OVO Engineers can undertake a strategy to identify which errors are caused by common sources. Before anything can be fixed, we need to find out which symptoms belong to which error. So your two sites are of interest!

This is very tricky because Customer Services have been applying interim remedies to sites which get identified to them. This fixes that individual site (at least in the short-term), but also loses all the diagnostics and fault patterns which have been carefully reported!

After 9 months of Missing Data faults, we clearly need to try a better strategy, working in partnership with OVO.

Being unable to reliably obtain Smart Meter data threatens to derail further site-based tests of the Flex Platform, so Kaluza also have an obvious interest in this series of faults being identified.

@Transparent 

thank you for the update - potentially good news for your comment is that I’m not aware of any steps that have been taken since my fault was reported with customer services (unless they have been tried behind the scenes without informing me). 
 

There are SO MANY moving parts so to speak it’s a bit “unreal”. I’d love to know why the communication seems to have broken down between the gas meter and the system (but only the half hourly side). Anything more you or your colleagues/counterparts need please feel free to ask…. I’m slightly confused with who works with which part of the puzzle if I’m honest

thanks again. 
 

Rich

@Tim_OVO & I are also puzzled as to why the half-hourly gas meter data is treated as it is, @RichH.

About six weeks ago we had a theory that the reading for the entire day would only be used by OVO’s new Billing System if the final HH-reading of the day was successfully transferred to the Communications Hub.

However if you look at the histograms I’ve uploaded here on the Topic about Online Gas Usage, then you’ll see that I’ve now had days where the 48th reading of the day was received by OVO, but the day-reading wasn’t shown on the Month-histogram. So that’s one hypothesis we’ve had to abandon.

You correctly state that it’s tricky to know who works on which bits of the puzzle. Some of the issues are on-site and could be due to the meter manufacturer or the code which OVO’s engineers add to that base firmware.

At the other end of the scale, the App and the new Billing System (which creates the  data for our online usage graphs) are still in development by software specialists working for Kaluza in London.

We need all parties to agree a common reporting strategy under the direction of a Manager acceptable to them all.

Even then, we also need Customer Services to not fix Missing Data faults independently if they fall into the categories being investigated by that Manager. But CS is a massive department spread across several sites with most of its staff working from home due to Coronavirus restrictions.

The Forum is a crucial part of the required analysis. Here we’ve amassed a rich history of faults which now need checking. It would be great if CS could encourage more customers with a Missing Data fault to report it here. But that’s a big ask!

I can’t really add anything new that @Transparent and @Blastoise186 haven’t already outlined. 

Just that it’s very valuable to have this info, @RichH and @SianiAnni and we’re grateful for your time getting this added to the thread. 

I am meeting with colleagues within the S2 team next week (Tuesday) where I will raise these points, and your accounts specifically. @RichH in your case, I do need you to confirm you’ve completed the Smart Meter Health Check. This check for your SMETS1 Secure Liberty smart meters is here.

As well as learning the latest on issues being reported from our customers in general (so not just via this community) next week, I want to try and understand the variables from members here, allowing trends to appear (or not appear). Maybe I could lean on some community-powered problem solvers to confirm the best way to do this. 

Maybe a flow chart, which ends at a location which allows pots of members with the same issue to form? 

I’m adding another Tool which might help us to track down where we have missing data within the Usage graphs in the new Billing System, Orion.

In conversation earlier today, I heard from @MikeE, who is now with Octopus.

One of their engineers told him he could use an App called Bright (from Hildebrand) to view the data from his SMETS2 Smart Meter.

So I got it downloaded onto my Android phone, and it does all that Mike suggests.

It checked my postcode and email address during the registration process. I then followed the onscreen instructions and entered the GUID from my IHD. At that point it displayed the MPAN and MPRN for my electricity and gas meters respectively!

Within a minute my screen was showing today’s live data in half-hour blocks.

An hour and a half later, the Bright App had received all 37440 half-hour readings for my two meters over the last 13-months.

In some ways Bright must be operating in similar fashion to the Carbon-Coop utility which was mentioned here earlier by @SianiAnni but I’m not yet sure if the data is being sucked back from the Data Communications Company (DCC). I rather think it’s being retrieved from the allocated memory locations within my Communications Hub.

So at this point I need to rattle the bars of @Jequinlan, @Blastoise186 and @Tim_OVO because you’ll want to know that Bright also purports to have an API for downloading all this data!

The first (and only) test I’ve performed with the Bright App today was to check if it displayed the same gas data as is displayed by the Usage histograms from Orion.

It doesn’t !

Bright has data which OVO doesn’t know about

Today is 21st Dec 2020 and here’s the month-graph for my gas usage:

But if I select the bar for the last day on which gas usage is shown (18th), and then the forward arrow to move to the day-graph for the 19th, I can actually see gas usage data which has been received by OVO up until something went wrong at 7pm:

And here is what Bright retrieved for the same day (19dec20):

And suddenly I’m seeing a whole load more data which Orion isn’t successfully retrieving from my site.

So what’s going on?

The data is still “there” - wherever “there” is.

And it could still be retrieved if the relevant SMETS_command was sent to my Communications Hub.