Big discrepancy between the usage graphs and the actual meter readings

My issue is the sudden jump in usage for no apparent reason. I need an display so I can turn everything off and see what happens to the usage. Half hourly readings will provide data but I want to suddenly get to the bottom of why overnight on a random December day did our usage almost triple????

While you wait for the half hour readings to be in place @Loubielou, it’s worth checking your plan .. I know you said you swapped mid Nov but look at the p per kWh charge as that could be another explanation for the sudden increase

That would be an explanation for an increase in cost, but we've had a very sudden increase in energy actually used, from around 7 to around 20. If usage had remained around 7 and cost had increased we would know it was cost per unit that had increased, but our usage units have increased for no apparent reason 

I’ve only seen your cost image data not kWh hence the suggestion 

I appreciate the suggestions, thank you, its just very frustrating as you can imagine!😫🙈

Sure, it sounds like it. 
Have you checked your actual meter readings against the records? We have seen one or two accounts which have had meter readings swapped with neighbours - very rare but possible

I am going to start recording daily readings from meter and then check against what the usage says. Amounts seem to be roughly the same on meter as when it was read by ovo I think?! It's just very odd as it's almost 3 times the amount of usage all of a sudden. Probably wouldn't have even checked if they hadn't tried to increase the dd from around 210 to 330 a month! Which, based on the large amount of usage would be right, but we genuinely can't figure out the massive increase 

Check the mpan number too - meter v account 

Mpan looks fine. I've checked on national grid website and our address comes up as the mpan listed on our bill. 

Once you have your meter readings and checked a few days usage @Loubielou the next step might be to switch all power off for a period checking the meter before and after to see that it hasn’t moved. Then I would check each circuit on the distribution board (where your trips or fuses are). That should isolate which circuit is the problem, then check the connections/appliances on that circuit. 

How do i manage to speak to anyone at ovo ? Been trying for the last week no one answering phones and online chat a joke ?

The ovo app shows me using an insane amount of electricity that can't possibly be correct.  I urgently need to get this sorted any one go the phone number or email of the managing director ?

Hi,

Could you grab us a screenshot of what you see under https://account.ovoenergy.com/meter-readings/history/electricity please?

No idea what this has to do with it.

Apparently overnight I've gone from averaging 12.7kwh per day to over 64kwh per day and last Wednesday over 152kwh in one day. 

I think I found it. There’s a discrepancy from the reading dated 8th December 2021 which appears to roll back the clock massively for no apparent reason. From that point onwards, things seem to get messy. A read dispute can probably fix this.

You can’t have the contact details of anyone in OVO’s Senior Management Team. Not only is posting employee details not allowed here, I don’t have them to give you anyway.

Try flagging this to https://ovoenergy.com/feedback 

I agree with blastoise for the most part, @Ovowtf - at some point after the 8th October 2021 and before 8th December 2021, the readings go backwards. This may happen if you’ve had a meter exchange or some issue has taken place. Please flag this to our Support team who can get the ball rolling with getting this rectified. If you raise this via a web chat, you can link them directly to this topic and save you having to explain anything twice! 

The metre was replaced in October 2021. 

There hasn't been an issue until OVO took over from SSE.  See screenshot below for the apparent usage which simply not credible.

I was waiting for 2 hours to get an agent on the online chat last night and only managed to get down to 124 in the que. My account number is *edited by mod* if anyone can do something with it.

This has often been caused by SSE sending over bad transfer readings however. Not much OVO can do to prevent it but OVO does try to detect it and where possible, fix it automatically so that you don’t notice.

Also, please don’t post your account number here. We can’t use it anyway and this is a public forum so you’ve just leaked personal data to the internet.

I’ve asked a moderator to fix it for you.

Lol number one in the que Half an hour still no advisor 🤪 lord knows what the poor souls in front of me a complaining about.

I'm not blaming OVO for the issue I'm blaming them for being uncontactable.  With SEE I could get a British agent on the phone in a couple of minutes whom was very helpful and knowledgeable always got anything sorted in one call.  

Actually, by the time I left SSE in 2020, you could no longer speak to a British agent on the phone EVER and it always took ages to get through

What’s going on here on April 25th , this isn’t correct. If any payment has been taken, adjusted or otherwise. OVO need to explain this away. Either there’s a major leak, which there isn’t or a massive miscalculation.

Account number is *Edited by Mod*

russcolesmith wrote:

What’s going on here on April 25th , this isn’t correct. If any payment has been taken, adjusted or otherwise. OVO need to explain this away. Either there’s a major leak, which there isn’t or a massive miscalculation.

 

Hi @russcolesmith

Welcome to the customer forum, i am just a customer like you. 

No one here can access your account. 

Don't post personal info on the forum like account numbers etc in case you get hacked

Take a look at the readings page. This is what you are actually billed. 

https://account.ovoenergy.com/meter-readings/history/gas

If you want to contact ovo about account specific issues

https://help.ovoenergy.com/#contact_us_container

Or a direct message rather than a general post on their twitter or Facebook feed

https://www.facebook.com/ovoenergy

https://twitter.com/ovoenergy

Hey @russcolesmith,

We have information about what to do in a gas emergency on our website. Taken from the website:

Gas emergency

If you can smell gas or think you have a gas leak: 

• Do open doors and windows to let the gas escape
• Do check your gas appliances are switched off
• Do call the 24 hour National Gas Emergency hotline on 0800 111 999
• Do turn your gas off at the isolation switch (if you know where it is), then wait outside, and let your neighbours know.
• Don't switch lights on or off, use doorbells, mobile phones or use any electrical switches.
• Don't smoke, light a match or use any other kind of naked flame.
• Don't go back into your home until you’ve got the all-clear.

If you're worried fumes containing carbon monoxide are escaping from a gas appliance, call the 24 hour National Gas Emergency hotline on 0800 111 999. For further information about gas safety in the home check out our guide here. 

@Emmanuelle_OVO there’s not a gas leak….

It could be. 

I just assumed it may have been a reading error. 

But it is definitely worth @russcolesmith checking. The poster even mentioned it in their post, although perhaps initially in jest.

A view of the Day tab, if visible, with 30min gas readings would give some indication about what is going on. Also what they have seen on their In Home Display now.