We need to make better use of the Forum to report faults to OVO.
Since the “new Billing System” / “new Online Accounts” became live at the start of 2020, there has been a pattern of similar faults being discussed here on the Forum. Here we are able to discuss the symptoms to arrive at a better definition of what’s going wrong.
Peer review should assist OVO to more accurately zero in on what is the underlying cause.
In turn, we then need feedback to tell us that a fault has been recognised, accepted for resolution, and eventually that it’s been fixed.
False positives: Some of the faults we discuss here will not be due to a common cause. They will be due to an error/mistake being applied to an individual Account.
Equally, just because I report a fault to Customer Services, and it then gets fixed overnight, doesn’t mean that it wasn’t the result of an underlying error that still remains undetected.
The feedback loop to us on the Forum is essential in order to detect and resolve the root cause of errors. It’s not just a polite way to thank us!
A real-life example of this can be seen in the dialogue between
Since then we’ve had a large number of reports about “missing data”. Some of these relate to the IHD, some to our Online Account. Some concern one fuel, but not the other.
Not all will be due to common causes. But it’s frustrating for us customers when a quick-fix is applied to our individual account without our careful fault-refining being respected and the underlying cause being sought.
I expressed that over here on a Topic about missing gas-meter data. A customer had been asked to report his fault as an individual so that OVO could identify his Account.
Let me requote here what I wrote:
If you filled out your Forum Profile, the engineers and programmers could theoretically pick up your account number from there, even tho’ it’s not visible publicly.
That means they should be able to read through the errors we’re reporting and discussing here, but without us needing to email them individually to inform them who we are.
Now, such a mechanism doesn’t work at the moment. But it needs to!
As soon as we get multiple customers reporting similar errors with a few variations, it needs the Forum environment for the programmers to sift through and identify patterns.
We need Tim to find a way to get this to happen. It’s possible that only Moderators can view our Account Numbers at the moment.
In the meantime, whenever you email email@example.com to report something we’re discussing here, please include the URL of the Topic.
The Moderators genuinely do want to ensure the Forum is better used in this respect. This is what Tim wrote here:
- We could do a better job of keeping our active members updated on known issues, bulk fixes, updates. Can I ask for your input in how best this could be given? I want to avoid using the private superuser group, as this makes the info more difficult to find by others.
@ITGeek123 @PeterR1947 @D10hul @Mikeovo @NoPokeyour input as well could be v handy. I can make a new topic to discuss this if need be.
- I also want to make this community a space to flag issues, where members can discuss and agree on details, as you mention, so this can be peer reviewed and universal issues spotted and then flagged to the product team responsible. This space is already set up to do this, with this topic being an example. Perhaps if we get better at point 1, more users will use this space for point 2…
Now I’ve learned that there is an internal system of tickets between Customer Support and the Programmers/Developers or Engineering Teams within OVO
Instead of re-inventing the wheel, it seems to me that this Ticket system should become the building-block of grouping together Fault Reports from us Forum Members.