Delayed Meter Readings on SMETS2
Smart meters are either SMETS1 or SMETS2 models. Data for each model is collected and processed by a different 3rd party. The 3rd party handling the SMETS2 meters sends the data through in blocks that do not align with days during winter time. Customers on these SMETS2 meters can expect data to only appear after two days throughout the winter. Octopus Watch will not show partial data from yesterday to ensure you only see complete data and reliable statistics.
Being on a smart meter tariff means that sometimes there can be wobbles. Missing data is one of those common problems, particularly when you only recently had a smart meter installed or only recently switched to the Agile Octopus tariff. Even when you have been on the Agile Octopus tariff it can happen that you suddenly do not get data for a few days. The Octopus Watch app continuously checks for missing data and shows you the missing days as soon as they become available. However, Octopus Watch only displays days with complete data – data which it receives from Octopus Energy (not directly from your meter).
The Octopus Watch app relies on Octopus Energy to get meter data and cannot access your meter by itself. Missing data is a common problem when you only recently had a smart meter installed or only recently switched to Agile Octopus. Issues with missing data tend to resolve themselves within two weeks.
Other apps, including the Octopus Energy dashboard, have grown a tendency to show incomplete data. You can often spot incomplete data by checking the individual bars, particularly at the very start or very end of the chart, as one of these is oftentimes missing.
Octopus Watch, instead, only shows data after verifying that the data is complete. There are two reasons for this. First, Octopus Energy cannot make a bill for you if your data is incomplete. Not receiving a bill for a month might be fun, but not receiving a bill for half a year and suddenly having a massive bill to pay is definitely not fun. For that reason, Octopus Watch clearly shows you when data is missing. Second, Octopus Watch does a lot of calculations to work out statistics. Any missing data would skew the results, so Octopus Watch does not use incomplete data.
Octopus Watch clearly shows when data is missing so you can react in due time.
The good news is that Octopus Watch continuously checks for missing data and retrieves the data for you as soon as the data is verified to be complete. There is nothing you need to do on your end. Issues with missing data tend to resolve themselves over time, typically within two weeks. If you have days with missing data that are over two weeks back you need to get in touch with Octopus Energy so they can do a force pull for you. The easiest way to get in touch with Octopus Energy over missing data is to contact the smart meter department at email@example.com and ask them to pull in the days that are missing on Octopus Watch.
If you have days with missing data that are over two weeks back you need to get in touch with Octopus Energy at firstname.lastname@example.org.
When data is missing for more than two weeks it is often a simple synchronization problem between Octopus Energy and the company responsible for collecting smart meter data. In very rare cases the problem could be due to a defect with the meter itself and an engineer will need to visit your property to resolve the issue.