Solved

High costs with my new smart meter and In Home Display (IHD) - are my prices correct?

  • 12 January 2018
  • 28 replies
  • 19538 views

Userlevel 2

I had new smart meters fitted yesterday afternoon. Rather shocked to see my costs at over £5 for half a day by the time I went to bed!!! Most of it was Gas usage (>£3) and it wasn't even a cold day. According to my Nest thermostat, the boiler was only running approx 1.5 hours since the meter was fitted. How can 1.5 hrs heating equate to £3 usage ? Boiler (not combi) is rated 24 kW max and tariff shows 4p/kW (which is wrong - should be 2.68p). My basic maths suggests this should be 1.5 hrs * 24 kW * £ 0.04 = £ 1.44 + 27p standing charge. That assumes boiler runs at full tilt the whole time which is not correct as I hear it modulate down after a few minutes.

This doesn't seem right to me. Even if/when the tariff is corrected it seems too high.
How can I get the tariff set to the one I'm actually signed up to? How likely is it I've got a duff meter that is reading too high on gas?

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Best answer by Tim_OVO 16 January 2018, 18:35

How likely is it Ive got a duff meter that is reading too high on gas ?

 

Updated on 17/01/2020


Are you getting this costing info from the In Home Display (IHD) @nicka88?

We will need to fully set up your smart meters and your OVO account with your tariff and new meter details before the info on the IHD is exact. This might also be the issue with any costs displayed on My OVO so soon after the meter fitting date. Drop the Care team a message via Facebook, Twitter or webchat via the Help Centre to get this checked.

 

You can check your prices on My OVO, just head to My Details then My Plan.

For more info on how to check for a faulty smart meter (very unlikely I should say) check out this page.

Tim

 

 

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28 replies

Hello, just over 2 days ago I had both my Electricity and Gas meters replaced by you for the new SMETS2 Smart meters.
My in home display is telling me incorrect information regarding my tariffs. The last 2 days I have used approximately 3.5kwh of electricity per day yet it is telling me I have been charged around £8 per day for this.

This is obviously massively incorrect. I am concerned I will be charged this. How can we rectify this problem? How can we change the tariff settings on my IHD? Without the correct tariffs shown on my IHD it is completely useless.


I just want to be sure I am charged the correct amount as I take pride in building my credit with OVO and always making sure my readings are correct and on time.

I would also like you to confirm my Direct Debit payment amount will not be changed now I have smart meters fitted as I see this is a problem many OVO customers have experienced

Hope you can sort this OVO you guys have never failed me yet!

Kindest regards

Mr B Perry
Userlevel 5
Thanks for your comment, @Mja.

We marked this forum topic as solved as there's an answer to the question asked by @nicka88. The best answer from @Tim_OVO includes a suitable resolution for the issue that was raised.

We're not saying the issue as a whole has been solved, but the question on the forum has been. The reason we mark a question as solved is so our advice is easier to find by other forum members.

If you've emailed the team they'll get back to you within 48 hours.
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You've headed to the right place for the answer, @bperry306, good work!

As @Tim_OVO mentions if the In Home Display has a tariff issue please get in touch directly on the email advised. It may just need a bit more time to right itself.

Thanks!
Userlevel 1
Disappointing to see threads about the incorrectly high usage cost on the IHDs from a month or so ago showing as Solved, when it’s not solved. There was no mention of it following my install 5 days ago by the engineer, or from OVO in a follow up communication, meaning Ive been be wasting time fiddling with the IHD and wondering if we have a dodgy smart meter.

These devices are meant to make meter readings related hassles a thing of the past, but the IHDs coming out of OVO still have this bug, even though this has been flagged for some time, meaning more customers will therefore be having their time wasted and/or be worried 🙄
Userlevel 5
The topic has been marked as solves as the best answer offers a resolution for the issue, @Mja. Have you followed the advice in the best answer? This would be the best steps to take to get this sorted.

It's worth noting, the readings come directly from the meters - not the IHD's and you're not billed from the handheld device either. Your statements will always be accurate.
Userlevel 1
I would say it’s not solved @Eva_OVO as customers have reported these IHDs are showing massively high costs for some time. I only got mine last week only to find it has exactly the same issue, so it’s not solved. Completely aware it is just a display and not what is reported for billing. Anyway, if you guys at OVO want to keep the Solved metrics up this way, up to you, any customer who has an IHD behaving this way would disagree.

Yes I have emailed to report this, but I’m sure the reply will be you are aware of the issue and are working on it, in other words, not solved.
My bill is getting worse it's £3+ a day and I don't understand why. Before I got a smart meter I was on a fixed rate of paying £47 a month now it's over £60 a month and now I'm in debt of over £100 I don't understand why my bill is so much when during the day time I'm mostly on my laptop which isn't plugged in to charge and I only use my heating for one hour per day I make that a general rule as heating bills usually cost a lot so why so much?
Userlevel 1
They did get back to me, telling me to give it 5-6 weeks, after that it could be an IHD problem.😫
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The easiest way to check if anything is amiss would be to look at the number of kWh's you've used for each fuel for the two bills. This should give you an indication of your usage which you could then compare with the same period last year. If the change has increased excessively then there might be another issue that might need investigating. Are you on a SMART meter?
Hi,my statement for 15th oct to 14th move was £34 for elec and £41.29 for gas
then for 15th nov to 14th dec was £106 for elec and £66 for gas
then 15th dec to 14th feb elec £94.09 and ££186 for gas
why’s it gone up so much?
I have a problem with my Chameleon IDH3 and SM2 system. Readings on the meters and the IDH3 are correct in KWH but price on the IDH3 is ridiculous. Yesterday 4.22 KWH of electricity cost me £10.63 and 29.5 KWH of gas cost me £29.50. My question is: Is anybody's giving the correct price for the KWH consumed,

Thanks in advance
Hi -

We had gas and electricity smart meters installed 2 days ago and the IHD is displaying completely the wrong cost values.

Example: Electricity used so far today 11.88kWh - cost £17.62. That's more than a pound per kWh which obviously isn't correct - nowhere near - not even with daily standing charge and VAT.

And yet if I go to "Now" its says current draw is 652w, at cost per hour of £0.09, which is correct.

Same crazy values for Gas too.

Have tried restarting the IHD. Makes no difference.
Userlevel 7
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Sounds like a tariff error with the smart meters and the IHD, @europa - see this topic thread for more info, and message us on webchat to diagnose: Help Centre.

HI guys,
We had a smart meter fitted yesterday and its saying on the IHD that we have used £34 in just 1 day!!. Starting to worry in case we need to both get second jobs
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Hey @Buddy, you'll find the info you need in the above thread.

Cheers!
i had a smart meter fitted about 8 hrs ago and it’s saying I have used £11.45 already. Please tell me this can’t be correct.
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You'll find lots of handy info above, @Mrs c, hope this helps!
Called Ovo to be told all the display units are faulty , try turning it off and back on in 48 hrs. There is a 6 week wait for new units. Why on earth do they bother supplying and fitting units which they know are wrong?
Userlevel 6
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Hi, I've emailed OVO too but posting here in case anyone else has experienced a similar issue. My monthly bills have been averaging at 80-90m with some colder months this has increased sometimes to over a hundred which is fine. My statement's from November through to January were 95, 70 and 75 respectively. For some reason I didn't get a statement for February and then my meter was installed at the beginning of March. I checked my account in early April and received notification that I could reduce my dd to 44 pounds - which i was delighted about.

But I've just noticed that my bills for March and April were 151 and 271 respectively !! I've gone from being over 170 in credit to 90 in arrears.

I've gone from an average of 10 or 11 units a month used on gas to 150 from January to April - bonkers and am sure a mistake !

I could understand my bill for March being double since I wasn't billed for February but a combined bill of 422 ?


Hi there,

Firstly am sorry to learn of the issues you've faced with fluctuating bills - its not the norm! I'm afraid I'm PAYG so can't advise on the billing issues mentioned -I can only speculate the system sent a message advising you could reduce your monthly DD payments however this reduction led to your payments not covering your usage through the winter months and needing to be increased. On the face of it may be best to revert the deduction of DD if easier to spread to cost of winter usage over the year? (Hey if you do you will benefit significantly from the 3% interest)

Secondly you've done the right thing emailing OVO - please do let us know how you've got on resolving this billing issue.

Hope it's sorted soon
Hi, I've emailed OVO too but posting here in case anyone else has experienced a similar issue. My monthly bills have been averaging at 80-90m with some colder months this has increased sometimes to over a hundred which is fine. My statement's from November through to January were 95, 70 and 75 respectively. For some reason I didn't get a statement for February and then my meter was installed at the beginning of March. I checked my account in early April and received notification that I could reduce my dd to 44 pounds - which i was delighted about.

But I've just noticed that my bills for March and April were 151 and 271 respectively !! I've gone from being over 170 in credit to 90 in arrears.

I've gone from an average of 10 or 11 units a month used on gas to 150 from January to April - bonkers and am sure a mistake !

I could understand my bill for March being double since I wasn't billed for February but a combined bill of 422 ?
Userlevel 7
Badge +2

How likely is it Ive got a duff meter that is reading too high on gas ?

 

Updated on 17/01/2020


Are you getting this costing info from the In Home Display (IHD) @nicka88?

We will need to fully set up your smart meters and your OVO account with your tariff and new meter details before the info on the IHD is exact. This might also be the issue with any costs displayed on My OVO so soon after the meter fitting date. Drop the Care team a message via Facebook, Twitter or webchat via the Help Centre to get this checked.

 

You can check your prices on My OVO, just head to My Details then My Plan.

For more info on how to check for a faulty smart meter (very unlikely I should say) check out this page.

Tim

 

 

I also had new Smart Meters fitted a week ago and have the same problem. The electric seems ok but the gas is ticking away at an alarming rate! So much so that I've unplugged the home display as it was scaring me to death! I did ring them about it but they just suggested I wait to get my first bill and then query it if it seems really high. Customer service wasn't really helpful. They seemed to suggest that it was possible there was a period of adjustment and said she couldn't actually look at the meter readings yet.
Hi everyone, Anyone else had a smart meter installed by Ovo and suddenly my costs have rocketed. When I did my own readings I felt more in control of the situation. My smart meter indicates very low usage specially now in the summer but when the bill comes now it seems to have escalated.
Userlevel 6
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Hi @Mrs c - the hope is that we'll be able to get the issue resolved without needing to replace the IHD, in which case your existing unit should start working when we're able to do this.
I’ve just had an IHD - but it’s showing very high usage (£15-20) a day which bears no relation to our consumption. What do I do?

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