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

You’re not alone,  replicated on the web portal & the ovo app,

No data available after 00.00 13/02/22

Looks like we couldn’t find your usage data

We’ll take a look at this shortly, please try again later.

Tom…

Send an email to hello@ovoenergy.com

I've had a reply from Laurie, seems to be the same issue as last time (we've been switched back to monthly)

Thanks for reporting the recent reoccurrence of this usage data bug, @Golferbell, @amackayj and @TomThumb.

I’ve passed this feedback on to the team to double-check whether this is a known issue with a fix in the works.

Have you noticed any other changes to your accounts recently, such as starting a new plan or a pause to your usual live-billing?

Nothing new (except the PV)

@amackayj  @Golferbell  & @Jess_OVO 

Just a heads-up,

my usage stats across the web portal & the ovo app are back up with no apparent ill affect’s from the down time 👍

Tom…

Mine too

So if this has happened to any of you, an email to hello@ovoenergy.com will do the trick

Great to hear you’ve noticed the usage page bug has been fixed, @amackayj and @TomThumb.

I’ve had word from the usage team that a general fix is in place which should sort the issue for all affected members. If you’re yet to see your usage data return in a few days do let us know in the comments below and we can re-highlight this one to the team. 

I check usage for gas and electric  on the Ap and it shows daily/monthly and yearly amounts. I have a modern metre fitted and don’t use the plug in smart metre.   6 weeks ago this ceased to work at 2am in the morning a figure of about £700 credit showed and the daily ie every 30min figures ceased to show.  A few days later the £700 figure disappeared and the daily usage just shows the total for the day but not the breakdown every 30 min and it says this usage data is not available.  I have lodgers and really liked the breakdown every 30 mins it was useful.  Tried a few enquiries with OVO to no avail.    I think the amounts showing are correct it’s just the breakdown.  Really appreciate any ideas on this! 

I have had this problem as well on a couple of occasions.

The daily total appears but there is no underlying usage at the half-hourly level.

Daily totals seem to be about right and the problem may persist for a day or two or up to a week.

Last time the figures were OK until 01:00 31st March and then started working again 00:00 6th April.

I understand that the data is collected from the smart meters by one of a number of third-party companies and then transmitted to OVO.

It appears to be an issue between the time the data is collected  and the time it arrives at OVO, so there could be a number of reasons, possibly even with the telecoms network which would be totally outside the control of OVO et al. 

As this doesn’t happen very often I can live without the breakdown but would be prepared to call OVO if this ever became a persistent problem.

If this doesn’t get corrected “automatically” then a call to OVO would probably be the best route as it could just be that your smart meter needs to be reconfigured to report every 30 minutes as it may have “lost” it’s settings and defaulted to daily. 

Thanks.  My reporting disappeared in mid May and has not returned.  I do find it very useful in demonstrating the cost of running various appliances and heaters especially in the winter.one of our rooms is quite. Chilly.    I did call OVO but was advised there are no customer facing staff I could talk with but information could be passed on.  I discussed the issue in detail but to no avail.    
 OVO please can you contact me to look into this?   The person I spoke to didn’t even know there was 30 min reporting.

I need to resolve this malfunction.  Any other feedback or ideas?   Many thanks. 

My 30 minute data stopped appearing after 00:30 on May 14th.

Does that date synch with anyone else's issues?

My data on gas for 30 mins does not show . Ovo said I have to give permission for them to take readings. I am a new account holder. And will take a few weeks to re calibrate everything. Hopefully gets sorted. Even so all readings going through as normal.

I’m so sorry to hear that a few of you have lost the useful half-hourly usage data on your online accounts.

As long as your smart meters are in communication and scheduled to send us a reading every half an hour we’d usually expect this data to show under the kWh view. I’ve forwarded this thread on to our tech team to check whether a wider technical issue might be disrupting things.

I’ll pop back if I hear more but in the meantime, do keep us updated here if you notice any changes.

Yes my 30 min info disappeared around 16 May 2022.   Just looked at usage now and absolutely everything is blank.   Ovo please advise me how to rectify this ASAP.

any other comments from other members? 
 

thanks for all 

My usage data is fine and records half hourly electric up to 0300 16 05 22.  There after it has disappeared until present time 

Does anyone get the gas shown every 30 mins ?

Ovo please can you arrange for someone to look into this and come back to me.  Thanks 

Any other thoughts or ideas I would much appreciate.    Many thanks

There are a few free 3rd party apps for android and apple phones that many of us use.These companies can legally access your  smart meter data if you give them permission. Links to one of the apps, you don't need to buy any of their separate devices.

https://glowmarkt.com/

​​​​​You will then be able to see if the Bright app is seeing anything different to OVO. It can be a useful check if you think there is a problem with OVO itself or elsewhere. 

This is another company with a free app

https://loop.homes/

Here you can see the loop app displaying the 30min readings for electricity for me for example. You can also see daily and monthly figures. 

Thanks for the info everyone.   

30mins reading - Its Back !! 

I rang Ovo again yesterday about the issue with the large credit showing mid May and loss of 30 min readings on gas and electric,  3rd time lucky  I  actually spoke to someone who seemed to immediately understand the issue.  

We have a 1st generation smart metre installed under the stairs , the latest version is 2nd gen.  Apparently when software updates are installed the 1st gen can develop blips.  She offered to install the 30 min reading again and said it might take 24 hour to show.   Just seen that its up and running again!  This is really helpful to me as I can see which heaters are more cost effective between gas and electric standalone.   I also have the Tado Smart radiator system with TRVS and can set up different schedules for each rad.  As I have a couple of paying guests I can ensure there is never a rad on when the room is unoccupied.      Coupled with the Ovo Ap  I might be able to make more savings.  

Thanks for all the comments, much appreciated.

That’s great , mine is similar no 30 min reads on gas .Have monthly and yearly but says no smart meter on gas ..Electric is fine . Strange.

Possibly ring them and find out which generation   Smart metre you have and if they can reset it.  

I will do . I have smets 2 meters. Thanks for advice .

All sorted today thanks so much . Really rate Ovo customer service. So glad I joined Ovo. 

This has happened again. I've raised a case with Support. Surely it's the same issue (toggle)? Very annoying!

Hey @amackayj,

Sorry for the issues you’re having with the Online Account.

Thank you for posting in this thread. If we get lots of contact about it, then we can assume it’s a wider issue affecting the online platform. I haven’t heard anything today from OVO about issues with the usage graphs.

Keep us posted with how you get on! 

The past couple of days I can no longer access half hourly readings on either the website or the app. It has been fine until then. The daily figure is available, but shows now as grey and unclickable.

I've been using them while I get used to our solar panel usage. They will also be really useful when we put our gas central heating on and play with getting the most out of our new tado trvs.

Is this a temporary blip? Is it an issue just with us, or a widespread issue?

I’ve also noticed that we haven’t been able to get a recommended payment amount for our dd on the website either.