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Big discrepancy between the usage graphs and the actual meter readings


Userlevel 3
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According to the online dashboard, the usage for yesterday is triple to what it was according to the smart meter.

The online dashboard suggests we have used 31kWh yesterday, but the IHD says 11kWh.

Any idea what is going on?

The online portal also suggests we should increase the direct by almost 3 times, but this is not reflected in the actual usage.

 

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Best answer by Jess_OVO 29 April 2021, 18:01

That’s good to hear, @gmmarcin. Hopefully we should have your reading schedule updated soon but in the meantime, the more manual readings you supply the more accurate both your usage graphs and direct debit calculations will be.

 

There was also a promising response from the development team, to your suggestion the usage graphs could be clearer in terms of showing when the data is estimated -

 

We’re looking to improve the usage graph in the future, so this is very helpful feedback.:slight_smile:

 

Keep up the good work of catching bugs and providing feedback! !t really is so valuable to make sure we improve our online tools, making it easier for you to track and reduce your usage. 

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Userlevel 7
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That’s weird.

I’d recommend checking the meter readings themselves, to see if they match up. We’ll see what we can do from there.

Userlevel 3
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Yes, they do match. For a comparison, this is the last three days from MiHome Whole House Power Monitor. 26th does not look any different to 27th or 25th. In fact, it looks even a bit lower than 25th:

 

Userlevel 7

Hi @gmmarcin some nice bug hunting here. 

 

@Simon1D I have searched high and low for your thread, where it was proven that the daily usage section aligns with the daily charges showing on the online account. Can you remember what this one was called?

 

@gmmarcin in the meantime if we say that with a smart meter correctly set up, sending usage info at least daily, with no communication issues, your Daily usage section should align with the meter readings used in your daily charges, and the IHD. 

 

In your case it’s not. This tells me it might be related to a communication issue with the meters, with missing usage on the previous days being lumped together. Thoughts from our other bug hunters welcome...

Userlevel 5
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Hi @gmmarcin some nice bug hunting here. 

 

@Simon1D I have searched high and low for your thread, where it was proven that the daily usage section aligns with the daily charges showing on the online account. Can you remember what this one was called?

Ha - I’m glad I’m not the only one who struggles to find old posts on here. Fortunately, I do remember the essential points:

I was able to reconcile the HH usage and daily readings exactly, but only for gas. For electricity there is this frustrating gap between the midnight readings used for billing and the ones either side of midnight which are implicit in the HH usage data. (That word “apportionment” was used by your colleagues for the process of sharing out the HH usage around midnight between the day before and the day after).

I hope that helps…

Userlevel 3
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It’s done it again, exactly 31kWh. It’s clearly not the real usage.

Anyway, I got to the bottom of this with the OVO support. Apparently, the meter has been provisioned to send monthly data rather than half-hourly as requested when ordering the installation. This means, that ALL of the data points between readings are just simply made up.  I would understand if the monthly readings were equally divided by days between readings, but they are not, making a false impression that they are real readings. Why is there a dip on the 13th or why does the system think that the usage was higher on the 18th than 19th if it has no data to back it up? If the resolution is monthly, it cannot be made into daily readings.

If there are comms issues or any other problems that make the portal estimate data, this should be clearly noted or even charts disabled, greyed out, or made half-transparent to make it clear that this is not the real data.

What worries me more is that the portal is now saying that we should increase the DD by 2.5 times to cover the potential (non-existent) shortfall. This is really worrying guys as I have no idea what to expect when the bill comes.

 

 

Userlevel 7
Badge +4

Thanks!

Your DD suggestions will be fixed up once the meter starts sending more regular readings. Usage data alone isn’t the only factor for calculating them. Even if the system tries to actually change your payments, you have the option to dispute the changes and have it manually reviewed. So if a second opinion identified that your current payments are fine, the Support Team can override the system and force your payments to be left as-is.

I believe the system relies more on meter readings than usage data however. So even if usage data is acting up, this shouldn’t affect anything else.

They should be able to change the settings to Daily or Half-Hourly too. Feel free to let the team know and they’ll get it sent off. It may take a few days for the update to apply but the changes will then stick properly.

With that being said, I do like your idea as well. It would definitely be handy to make it more transparent about which data is actual and which is estimated.

Userlevel 7

 

If there are comms issues or any other problems that make the portal estimate data, this should be clearly noted or even charts disabled, greyed out, or made half-transparent to make it clear that this is not the real data.

 

I think this is a very valid point, @gmmarcin and it’s something I’ve raised to the team to see if this is something we could improve. 

 

 

What worries me more is that the portal is now saying that we should increase the DD by 2.5 times to cover the potential (non-existent) shortfall. This is really worrying guys as I have no idea what to expect when the bill comes.

 

It sounds like this direct debit calculation may be based on the same over-estimated usage showing on the usage graphs. In which case this should work itself out once we receive more regular readings from the meter. Did you submit a manual reading when you spoke to the Support team?

Userlevel 3
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Yes, I did submit manual reading.

Userlevel 7

That’s good to hear, @gmmarcin. Hopefully we should have your reading schedule updated soon but in the meantime, the more manual readings you supply the more accurate both your usage graphs and direct debit calculations will be.

 

There was also a promising response from the development team, to your suggestion the usage graphs could be clearer in terms of showing when the data is estimated -

 

We’re looking to improve the usage graph in the future, so this is very helpful feedback.:slight_smile:

 

Keep up the good work of catching bugs and providing feedback! !t really is so valuable to make sure we improve our online tools, making it easier for you to track and reduce your usage. 

Userlevel 3
Badge +1

I just had an email that you will be raising my DD from next month. I have made a complaint already but seems to have been ignored. Who do I need to speak to as this seems a bit out of control now? the calculations are based on your very inaccurate estimates that seem to be double of what the actual usage is. Every time I submit the reading manually the usage goes to the normal level but it goes back up the next day. The system also does not allow me to send manual readings too often as it says the meter does it automatically.

 

Userlevel 7
Badge +4

It sounds as if you might be confusing the system by sending manual readings alongside smart meter readings. This isn’t recommended as it can throw MyOVO off track. I’d recommend making sure your meter is set to either Daily or Half-Hourly Mode to help resolve this more easily.

If you check the OVO Energy app though, you can see a full meter reading history including what type of reading each one is.

I’ll keep crunching theories on this one though, just in case.

Userlevel 7
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Also, summoning @Jess_OVO for further advice.

Userlevel 3
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The meter was meant to be sending HH, this was requested from day 1 and subsequently re-requested via the chat. It still does it monthly. I keep getting reminders to submit manual readings, so I do. If I do not submit readings the system is telling me that I use 2x the electricity.

In short, I do everything your system is telling me to do yet get really terrible experience. 

Userlevel 7
Badge +4

Thanks. I’ve let Jess know about this thread and asked her to take a look.

It is known that some smart meters can be a little stubborn at times about changing the schedule. Raichu was definitely one of them for a while, but the S2 Team eventually managed to use some clever tricks to force Raichu to switch to Half-Hourly Mode. It sounds as if the same tricks could work for you. The Support Team can submit a request like this to the S2 Team if needed. It’s generally part of the workflow as well. If the meter refuses to switch the setting within a reasonable period after sending the command, the request gets escalated for further investigation.

You may want to ping the team by phone this time as certain things are easier by phone than chat. However, I’m told your previous feedback has definitely reached the tech team and they agree that it’s something that qualifies for being added to the ideas board.

Userlevel 7

I just had an email that you will be raising my DD from next month. I have made a complaint already but seems to have been ignored. Who do I need to speak to as this seems a bit out of control now? the calculations are based on your very inaccurate estimates that seem to be double of what the actual usage is. Every time I submit the reading manually the usage goes to the normal level but it goes back up the next day.

 

That does sound really frustrating, @gmmarcin - sorry to hear that the Smart Meter’s still not sending us half-hourly readings.

 

As you’ve previously raised a complaint and the issues still not fixed, you can re-open the complaint at any point by contacting our Support Team. It might be worth mentioning the increased Direct Debit suggestions, as they will also be able to over-ride these suggestions whilst we sort out the Smart Meter reading schedule.

 

Hope the team can get this sorted out quickly for you.

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