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Current Day historical usage not displaying on website or phone app

  • 10 January 2018
  • 31 replies
  • 1334 views

Is it just me, or is anyone else having difficulty viewing historical usage by day on either the OVO website or the phone app (Android). I know my smart meter is working as I can see the instantaneous usage figure at the top of the screen, for both gas and electricity, but the current day view just displays as "Sorry there is no data avaiable for this period right now. Check back soon". The weekly and monthly views work fine, it just seems to be the current day that's not.
I'm pretty sure I've seen this in the past but usually it's rectified itself within a day or so, but this has been the case for a few days now (might even be getting on for a week as I can't recall the last time I saw it working successfully now).
Also I'm not sure if it's related or not, but one of the LED bars on the receiver plugged into my router is no longer displaying either (so I've got 3 green LED bars instead of 4). I've tried powering off and back on but it's made no difference.
Any suggestions from the community would be gratefully received. Thanks.
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Best answer by Nancy_OVO 15 January 2018, 18:50

Hi guys! @Pezzer321 @magic9 @wire934 @nicka88

Your half-hourly readings are relayed to us through the IHD (strangely - it's just the way the Smart Secure system works), unlike the daily reading which is sent direct from the electricity meter.

If you can't see your daily graph on your MyOVO account or your IHD, this likely indicates that signal between the electricity meter and the IHD isn't strong enough. Try unplugging your IHD, then moving it to a position closer to your electricity meter, plug it back in and turn it on.

If this doesn't help resolve the issue, drop us a message on Facebook or Twitter so we can have a closer look at your account. Be sure to include your account number, full name and DoB in the message.

Nancy
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31 replies

Userlevel 4
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Ah no, I can page back to the 21st now. Thanks for asking!
Userlevel 7
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I can't see yesterday's graph any more.

Still an issue @SianiAnni?
Userlevel 4
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When I saw that some people were now seeing their daily graphs again, I reconnected my gateway. By yesterday evening I could see the daily graph. And now I can see today's graph. But I can't see yesterday's graph any more.
Agree with others that it's a shame Ovo haven't really attempted to explain what happened.
Mine is also now working properly again today.

Furthermore the half hourly data for the days since 7th January are also there.

It is a shame that Ovo do not appear to consider it necessary to explain what went wrong as it is clearly nothing to do with IHD location or communication with wifi or the meter
I noticed it was working this morning and thought I'd post an update, but seems like I've been beaten into 4th place !!

@Nancy_OVO, the issue would now appear to have been fixed, thanks. And unsurprisingly no relocation of the gateway was required... 😉
mine is working now also thks
Userlevel 2
Yep - mine's working now too. Thanks Ovo!

I'd also like API access or some means of downloading a CSV.
Please let us know if and when we might get access to our usage data.

Cheers... Martin
Mine is now working. No explananation why
surely ovo will look in to repairing this the number of customers like me who have the same issue and stop fobbing you off by asking you to move the IHD nearer to the meter.
Userlevel 6
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The readings for Year, Month and Week display but I get the following message for Day - Total Usage - 0kWh Total Cost - No Pricing Available.

This message also appears - Sorry, there is no data available for this period right now. Please check back again soon.

This is for both gas and electricity. I have called customer services last week but it still does not display.

Prior to about 10 days ago this facility worked.


Hi @Paul Phillips,

I've moved your post over to this topic, where you should find the help you need!

Nancy
The readings for Year, Month and Week display but I get the following message for Day - Total Usage - 0kWh Total Cost - No Pricing Available.

This message also appears - Sorry, there is no data available for this period right now. Please check back again soon.

This is for both gas and electricity. I have called customer services last week but it still does not display.

Prior to about 10 days ago this facility worked.
Userlevel 4
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Still no visible progress on this issue. You're obviously trying because now the daily tab appears to have been disabled. Until it's possible for me to get at my data via a download csv or restful API, I think it would be better for me to switch back to the old half hourly bar charts. I'm about to get a new c/h boiler and I really want to monitor gas usage against indoor/outdoor temperatures, during this cold weather, before it's changed.
I've unplugged the gateway, will I revert back to the half hourly readings or do you also have to do something?
Please will you also let me know when the download/api is ready for beta testing, so that I can reconnect the gateway. Thanks.
yes ovo must now be loojing into this. day ta still appears in ovo app but now when you hover ovet it to open day up nothing happens
Userlevel 3
Looks like the website is now just not loading the 'Day' tab any more, it used to give an error but now nothing.

It would be nice to know if there is an issue and what the expected ETA is for a fix? It's obviously not a client-side issue given the amount of people who have this problem from the 4th of January.
My same day half hourly record also stopped working on 7th January. Week, Month and Year are fine (with data up to previous day).

It cant be the IHD-Wifi-Ovo updating path as previously suggested for the simple reason that my live reading giving power drawn at current time is still working on my Ovo App (including when not at home) and that is also updated via the same IHD-Wifi-Ovo route as the half hourly readings.

So please Ovo - you have an IT issue affecting a good number of you customers, please sort it!
Same for me.
I have the smart gateway and haven’t used the (crap) IHD for months...
The ‘day’ tab has been useful to me to ensure that my central heating thermostats are working correctly.
Come on OVO - I haven’t seen a single sensible response to this issue... Let us know what’s wrong and when it might get fixed please!


Thanks MOF. I don't even have an IHD, just the gateway as when I signed up a few years ago it was one or the other !

@Nancy_OVO clearly there is a wider issue here - lots of people reporting the same issue and on the same date, and whilst I can't remember exactly what date mine stopped working, it was about 10 days ago so probably was the 4th !
Can you escalate this with your in-house technical team please, and as with everyone else, please ask the team not to try the old "turn off/on the gateway or move it to another room" tactic - (a) it's been working fine up until the problem recently started, and that's nearly 3 years of use, and (b) it needs to plug into my Wifi router (via an Ethernet cable), the position of which is constrained as that needs to be close to the BT master socket, so I can't move it (or the gateway) elsewhere.
Many thanks.
Userlevel 2
Same for me.
I have the smart gateway and haven’t used the (crap) IHD for months...
The ‘day’ tab has been useful to me to ensure that my central heating thermostats are working correctly.
Come on OVO - I haven’t seen a single sensible response to this issue... Let us know what’s wrong and when it might get fixed please!
same problem for me. i was told to move ihd didplay nearer to meter but obviously wasnt that as had been working fine up to 4 jan in position it was in.
I reported this problem last week, raised it through Facebook messenger as instructed, no update.

I can see my live usage figure.in the app / web page, but no historical data for the day.
The daily figure is obviously being reported in by the meter but it's annoying not to be able to track the daily figure over the day.
hi my problem is also nothing to do with distance fron meter. it is only 5ft away through outside wall and was working fine up to 4 jan. i not use twitter or facebook. ihd works fine.thatshows daily usage ok. it also shows 3 bars for both wifi and meter signal strength. it must be IT related for others to have problem also
Userlevel 2
I can see the daily and real-time readings on the IHD no problem. I also see the live usage, week and month views via the app/website so this has nothing to do with distance between the meter and the IHD or none of it would work !
Userlevel 4
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I unplugged the IHD months ago @Nancy_OVO , and my daily usage figures only stopped working this year. Will message you with my details.
Hi Nancy,
Nothing to do with distance, my data from the gateway just disappeared at 9:14 on January 4th. I've emailed twice receiving not very helpful replies.
Userlevel 6
Badge +4
Hi guys! @Pezzer321 @magic9 @wire934 @nicka88

Your half-hourly readings are relayed to us through the IHD (strangely - it's just the way the Smart Secure system works), unlike the daily reading which is sent direct from the electricity meter.

If you can't see your daily graph on your MyOVO account or your IHD, this likely indicates that signal between the electricity meter and the IHD isn't strong enough. Try unplugging your IHD, then moving it to a position closer to your electricity meter, plug it back in and turn it on.

If this doesn't help resolve the issue, drop us a message on Facebook or Twitter so we can have a closer look at your account. Be sure to include your account number, full name and DoB in the message.

Nancy
Userlevel 2
had my smart meters fitted last week and the live usage started working on friday.
Same issue - the Year, Month and Week views work OK but the Day view is empty with message "Sorry, there is no data available for this period right now".

I dont have a gateway - just a new IHD connected to wifi.

Please fix

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