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Previously on THTC plan. Smart meter was installed on the 16 October 24

To date cannot access Ovo app directed to online account 

After smart meter installation when checking online account still found that since smart meter installed the daily standing charge still increasing and account still showed THTC plan

On contacting customer service to make them aware of the Still increasing daily standing charge received email from them stating that the THTC plan would stop on the 15 th October 24 and the new smart meter plan starts on the 16 th October 24 and that I would  Not be charged for Two daily standing charges or energy usage from period 15 th October-9 th November ( billing period 8th October- 9 th November )

Online account shows bill is now available The billing shows the THTC billing as I would normally receive which includes the daily standing charge has continued to the end of the billing period 

There is no billing showing for the smart meter from 16 th October to 9 th November end of billing period 

So basically this billing seems stupid based on the email received from customer service and since no mentioned of smart meter billing period  that’s been used you simply don’t know where you are regarding paying this bill 

Anyone  with an explanation as to how to precede as Not payed bill yet and basically haven’t a clue how Ovo can expect a customer to understand this 

Thanks 

 

 

 

Hey @Pilgrim2 

 

Sorry to hear about this, if your meters have just been fitted you may not see this reflected on your online account straight away, we usually advise it can take up to 6 weeks from the date the meters were replaced. This is due to the fact that we need to confirm the final meter readings from your old meters before we can amend the details and start billing you on the readings received automatically from your sparkling new smart meters. You might notice a pause to your usual monthly billing during this time too.

 

 

If it’s been over 6 weeks since the meters were installed and you’re still not seeing all the up-to-date meter details or usage info, reach out to our Support Team who can check what’s causing the delay. It might indicate a communication issue with the meters in which case we’d recommend carrying out a smart meter health check for your meter type below:

 

SMETS1 Secure Smart Meter Health Check

SMETS2 Smart Meter Health Check

 

Hope this helps.

Checking online account as unable to access Ovo app

I see that the billing shows start and end dates of both THTC and economy 9 plans

The account billing also shows the final meter reading of the old meters 

the billing is for the duration of the billing period including the daily standing charge but No mention of the smart meter energy use and so No idea where this billing is going and what is going to be charged  or, will I be charged Two daily standing charges for example Should I pay online billing as it stands (assuming it’s still under the THTC) plan despite showing start/end dates and old meter readings Or wait until get Second bill which is a combo of both the THTC and economy 9 bills or whether I get two separate bills for this billing period 

Its a mystery how someone can’t just input whatever required before any mention of a bill being generated 

Any ideas

thanks 

 

 

 

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