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Daily Electricity Consumption Not Updating on Account

  • 10 May 2023
  • 5 replies
  • 129 views
D
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When we log into our Ovo account on the website or mobile app, the daily electricity consumption data has been showing 0 kWh every day since 17th April 2023:

 

However the smart electricity meter is still submitting daily meter readings correctly and these are visible online also:

 

If I even click on one of the days where the daily consumption is showing 0 kWh, the website does show the half hourly breakdown of consumption which proves Ovo are receiving the smart meter data:

 

When we look at our energy bill for April, we were only billed for the first 16 days worth of electricity so it seems Ovo’s billing system is being confused by every day since then showing 0 kWh of electricity being consumed.

 

Can any Ovo staff on here figure out what the issue is with the daily electricity consumption data missing?

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Best answer by Jeffus 10 May 2023, 18:40

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BPLightlog
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Hi @DavidG23 well as your smart meters are recording ok, that shouldn’t affect your billing. It seems that the usage graphs are somewhat haywire at the moment - it might be worth reporting that to customer support. 
Just to clarify, most people here are customers and as it’s a public forum, no one has access to your account from here

Independent volunteer - Sitting in a Faraday cage, waiting for a signal
Jeffus
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Hi @DavidG23 

Welcome to the customer forum, i am just a customer like you. No one here can access your account including the ovo moderators. The ovo moderators read all the posts, and reply to some of them with generic advice and suggestions. 

It does affect the billing unfortunately. It happened to me in the past. 

This error has been posted about in the past from a few posters some time ago 

1. The daily readings appear on the reading page

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

2. The daily readings stop appearing on the usage page

https://account.ovoenergy.com/usage?datePeriod=monthly

3. The half hours readings still appear on the reading page

https://account.ovoenergy.com/usage?datePeriod=daily&unit=kwh

4. The bills stop updating.

https://account.ovoenergy.com/billing-history

In the past it needed the IT team to fix the account sometimes. So you will need to call OVO. Sometimes it fixes itself when a bill is created. 

The 30min usage on the usage page are not added up to make the daily usage. They are transmitted separately by the meter. So you will sometimes see strange things on the usage page if not all meter data gets through.

However you should be seeing the daily data on the usage page and on your bill if it is on the readings page.

You can point ovo to this thread if it helps

https://forum.ovoenergy.com/my-account-140/daily-electricity-consumption-not-updating-on-account-15022

If you post how you get on, i am sure it will help other customers in the future. 

B
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No electricity consumption showed on our account since November 22 had no idea , OVO say it’s an error they have escalated it to meter team, still worried about high bill we will owe , not impressed at all with OVO 

BPLightlog
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Userlevel 7
Badge +5

Hi @Bikerblob , can you see your meter readings directly from your meter? And do you have your reading from back in November? 
If so you can at least look at the usage over that time. You should also have your rates from your plan so you can check what this should amount to. 
Have you sent in manual readings yourself? 

Independent volunteer - Sitting in a Faraday cage, waiting for a signal
Emmanuelle_OVO
Rank
Userlevel 7

Hey @Bikerblob,

 

Sorry to hear this, 

 

If you’re able to provide the information requested by BPLightlog we can help you manually work out your bill. 

Renewable Energy? Big Fan.

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