Read on to find out why we were unable to detect your smart meter data.
There are a number of reasons why your smart meter data might not have been detected by the equiwatt app. Read on for some help on how to resolve the issue.
Delays in obtaining data
If you have just connected your smart meter to the equiwatt app and are not seeing any data appear in the app, the first thing to note is that it can sometimes take up to a week for equiwatt to successfully connect to your smart meter and provide data in the app, so bear with us.
We request data from your smart meter every 20 minutes via the DCC (Data Communications Company - the central hub for all smart meter data).
Sometimes the availability of data improves over time but this will depend on your smart meter communicating reliably with the DCC.
PLEASE NOTE: We are only able to provide historic data in 30-minute intervals, we cannot provide live or close-to-live data in the app.
Try disconnecting and reconnecting your smart meter
If you are still not seeing any data from your smart meter in the equiwatt app after 48 hours. The first step would be to try disconnecting and reconnecting your smart meter to the app.
To remove your smart meter from the app, please follow the instructions on this page - https://www.equiwatt.com/help/how-do-i-remove-my-mpan-/-smart-meter-from-the-app
Once you have reconnected your smart meter to the app, you will need to wait another 48 hours to see if your energy data can be accessed by us.
If you are still having issues getting your smart meter's half-hourly energy data to appear in the equiwatt app, please email us at firstname.lastname@example.org and we will try our best to resolve the issue for you by running the recovery tool to see if we can retrieve your data that way.
Once we have run the recovery tool, you will need to disconnect and reconnect your smart meter to see if that resolves the issue.
PLEASE NOTE: In some cases, it is possible that the problem may be linked to an issue experienced by the smart meter network. This network is responsible for securely transmitting smart meter data across the UK and at times issues on the network can cause gaps in energy data to appear or for smart meters to get overloaded.
If this is the case, we will keep retrying as many times as necessary to get the data from your smart meter. If we are able to retrieve the data for you then you will need to speak with your energy supplier as it is most likely an issue with the smart meter itself.
Speak to your Energy Supplier
If you have tried all of the above suggestions, the next place to go is to contact your energy suppliers to confirm whether they are receiving up-to-date (half-hourly) smart meter usage data (not to be confused with meter readings).
If we are unable to get any of your smart meter data to appear in the app it is your energy supplier's responsibility to fix it. The reason for this is that they are responsible for the maintenance, data and optimisation of the performance of your smart meter.
Unfortunately, we cannot contact them on your behalf. You will need to speak with your energy supplier and ask them to fix the issue for you.
There are a number of issues that may be affecting your smart meter data from appearing. For example, your smart meter's firmware may be too old or it may have become misconfigured, or be experiencing connection issues etc. Whatever the issue, your energy supplier is the best option to get the issue resolved.
PLEASE NOTE: We are aware that in a small number of cases, your energy supplier will be able to connect and retrieve data from your smart meter even if equiwatt cannot.
This is generally due to the meter type - either the meter is from the first generation of smart meters (SMETS1) or is a new smart meter (SMETS2) with a bug that blocks authorised 3rd parties, such as equiwatt, that are not utilities from connecting to your meter and retrieving data.