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

I’ll probably also be part of this particular Treehouse as well, once Tim has updated my permissions.

The way that permissions and categories work on these forums are almost like Spaghetti Junction and Tim has managed to break them a few times in the past (which I find hilarious to watch!).

But I can also say that this has been a very hot topic for quite a while and I’m very keen to see if I can contribute to the discussions in more depth. I have a couple of possible theories as well, but they’re best discussed in a more suitable context.

As you say @Transparent the inner workings of someone else’ software is proprietary so I’ll leave it at that.

Thanks for the link - a lot of info there.

Until mid April 21 my online account showed this level of detail.

After 14th April it stopped and despite several emails to OVO  it hasn’t been reactivated..

To make the situation worse, gas usage data at this level that was shown on my account  prior to 14th April has been wiped  of the account.

OVO has told me they have not dropped this level; of usage data .

So, am I the only customer in this situation?

And, why is someone in OVO randomly  editing customer account records?

Hiya @spudonhill !

That sounds a bit strange. I very much doubt someone’s manually editing your records, but it’s possible your account has been moved over to the new billing platform. This is one of the temporary quirks of the migration but it should all be restored shortly afterwards.

Do you get Half-Hourly Electric data in your account by any chance? There’s a few possible causes here, so I’ll see if I can figure this out and advise from there.

My electric usage figures at the half hour level have continued uninterrupted.

When I emailed OVO they confirmed that my gas meter was continuing to send readings to them and I can see daily usagetotals on my account. 

Thanks @spudonhill This helps a lot. That confirms your electricity meter is definitely in Half-Hourly mode then. I’ve never heard of gas meters randomly switching to Daily mode though.

Could you show me some photos of your meters please? When you do, please make sure to wake up the gas meter so that I can clearly see the display as well if possible.

I have a possible fix, but I want to check some stuff first.

The other thing I’m wondering is whether you’ve got SMETS1 Secure Liberty meters installed and that they’ve just recently completed the firmware upgrade to SMETS2 firmware and been migrated over to DCC in what I like to call SMETS1+.

The electricity meter is able to simply download these firmware updates directly via the WAN and install them in one fell swoop, whereas the gas meter has to download them in smaller bite size chunks from the electricity meter using the HAN over several days and takes a bit longer to catch up. It’s possible that the gas meter got reset to Daily mode in the process, since this is the default setting that OVO uses. If that is the case, the Support Team can force the gas meter back to Half-Hourly mode for you using SMETS Commands.

That’s the most likely theory I can come up with. If you’ve also been moved to the new billing platform recently, that might also explain where all the existing usage data has gone. It might be possible that this data is still being migrated. I’ll double check with @Tim_OVO and keep you posted.

Sorry to hear you’re not seeing your full half-hourly gas usage data, @spudonhill.

I can see @Blastoise186  has already offered some great advice on this one, and It sounds like your account may be affected by the same tech issue we’ve noticed here before.

I’ve moved your thread across to a similar topic as hopefully the advice above will be helpful. As you’ve already raised this one to the Support team a ‘case’ should already have been raised to the tech team to look into this for you. As it has been an issue affecting several members in the past few months I have also raised this to the usage team to identify whether the root cause of the issue has been resolved. It might be the case of hanging in there whilst we work on this one for you - once fixed you should be able to then see all the missing data so hopefully it will be worth the wait.

It is helpful to know that this is a generic issue.  My gas usage has gone up and I want to drill down to find out why.  The usage graphs are such a helpful tool, but the key ‘day’ graph is missing.  I’m not sure for how long this has been the case, but I am sure it was there not that long ago.  I have registered this lack of half-hourly data twice by email, and received prompt replies asking for screenshots and saying that the technical team would be in touch.  I’ve been waiting six weeks so far, and am not impressed by the delay - courtesy at the customer interface needs backing up with action, or at least communication.  Even to say that the problem is a known issue would be reassuring.  

Really sorry to hear that you’ve also been affected by this technical issue, @Batnball. As you’ve found here this is a known technical issue which we’re working on but I appreciate this could have been communicated to you sooner.

I’m looking in to this one with the team to make sure we make this clearer in future and ensure others aren’t left waiting for a response from the tech team. I’ll also be sure to update this thread once the general fix has been applied.

Are you able to see your monthly usage data? Know it’s not so detailed but this does show what you’ve used each day so could also give some useful indications as to what’s caused the recent increase in usage. Keep us updated - we’re always happy to help here in anyway we can.