How Long to Wait When Meter Usage Data Not Being Sent?

pensionpawn

pensionpawn said:

Spoke to Octopus again yesterday afternoon. It really is down to who picks up the phone and how switched on they are. The young woman advised on this occasion that she could nudge the meter to wake up / start responding, although she couldn't guarantee this would work. I applauded her proactive thinking compared to others I have spoken to. Electrical import data has now populated however still waiting for gas import / elec export, which is the important one as since moving to BST my peak period export has taken off and I want to see the benefit of this rather than being told I'll have to accept flat rate. Not the reason I'm on Flux!

My missing electrical export data repopulated on Sunday so just gas to go..

WBCPB

MeteredOut said:

Thanks, I suspect this will be my first test of the reportedly stellar Octopus customer service.

Good luck with that!

MeteredOut

WBCPB said:

MeteredOut said:

Thanks, I suspect this will be my first test of the reportedly stellar Octopus customer service.

Good luck with that!

Worked out ok. Reported the issue last Thursday, data start flowing back to DCC overnight on Friday, missing data from 8-11 April on Octopus site overnight last night.

I'd also contact Hugo and Bright who also re-requested the data, so I can't be sure it was Octopus alone that fixed the issue, but their customer services rep on Twitter was very good.

Chrysalis

Give it a few days at least, I am pretty sure I have had the odd day here and there where data flow seemed to stop, but then it always caught up again later.

Phones4Chris

MeteredOut said:

I've only had my smart meter for a few months, but I've noticed no data has been sent to my supplier (or seen on Loop/Hugo or n3rgy/Guy Lipman site) since around 3am yesterday morning (so over 30 hours ago). This is for both gas (EDF) and electricity (Octopus).

Usage data is showing on my IHD for both.

At what point should I start worrying that usage is not being sent through and connectivity might have been lost - particularly for electricity where I often get smart slots during the day when I plug in my EV don't want to be charged a blended rate for that.

What period of time have others seen no usage flow through, then it restarts?

Just a few points of clarification so as to avoid any confusion.
Your IHD gets it information direct from the meter via the HAN, nothing else intervenes.

If your Comms Hub is communicating correctly the SW, WAN and HAN lights should flash in unison every five seconds (I don't know if it's identical in the North of the country, I've never checked or searched out that information).

Data doesn't "flow" as such, it has to be requested by the Supplier or an APP. if several haven't got data for two or three days (not uncommon) it could be an issue at the DCC, it's usually resolved without a problem.

The Apps you've mentioned use n3rgy, so there could have been an issue there, though you can set Guy Lipman to use Octopus data.
The Bright App goes directly to the DCC.
EDF have been known not to get data for a few days, several have reported it stopping when they've moved user accounts from their old billing system to the new Kraken one.

Reed_Richards

Phones4Chris said:

If your Comms Hub is communicating correctly the SW, WAN and HAN lights should flash in unison every five seconds (I don't know if it's identical in the North of the country, I've never checked or searched out that information).

I'm in the North (Arqiva LRR).  The WAN and HAN lights flash in unison every 5 seconds (approximately).  There are no other lights.  I don't have a gas supply.  

Somebody

I had similar issues with missing gas usage data since moving to Octopus at the end of March.  I emailed Loop, Hugo and DM Octopus asking them to investigate.  After a couple of weeks of to-ing and fro-ing I now have usage data in all three apps.  So for me it took 3 weeks for data to appear.

MeteredOut

MeteredOut said:

WBCPB said:

MeteredOut said:

Thanks, I suspect this will be my first test of the reportedly stellar Octopus customer service.

Good luck with that!

Worked out ok. Reported the issue last Thursday, data start flowing back to DCC overnight on Friday, missing data from 8-11 April on Octopus site overnight last night.

I'd also contact Hugo and Bright who also re-requested the data, so I can't be sure it was Octopus alone that fixed the issue, but their customer services rep on Twitter was very good.

Spoke too soon. No data showing at the usual places since 9pm last night.

Reed_Richards

Whoops.  But at least it is being stored so capable of being recovered.

MeteredOut

Reed_Richards said:

Whoops.  But at least it is being stored so capable of being recovered.

I take it back - its now appeared, so must have been a intermittent blip rather than an issue