Solved

Daily usage data on the app and online account looks made up when compared to third party Hugo App?

M
Rank
Userlevel 1
Daily usage for July from OVO website

 

Same usage correctly showing when house was empty 10th-22nd July

Can OVO explain why the daily usage stats using the Hugo App correctly shows when I was on holiday yet the OVO usage data has a smoothed out graph?

icon

Best answer by Jeffus 2 August 2022, 09:13

View original

20 replies

Tim_OVO
Rank
Userlevel 7

Hi @muzzy543 

 

Thanks for sharing these screenshots. Some clear differences there. We’ll need a bit more info from you, to have any chance of offering advice. For example, do you have a smart meter? If so, when does it send OVO your readings? Any communication issues with it?

 

Estimated usage has caused confusion in the past:

 

 

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
M
Rank
Userlevel 1

Hi Tim,  Yes I have a smart meter, it’s how the Hugo app works.  What mystifies me is why Hugo seems to have more accurate information than my energy provider (OVO) as both have access to exactly the same data? Hugo is clearly right as it shows when I was on holiday and everything was turned off unlike the OVO usage graph which shows no difference day on day.

Jeffus
Rank
Userlevel 7
Badge +2

Updated on 18/10/23 by Abby_OVO

Hi @muzzy543

I don't work for ovo, just a customer like you. Some of us try and help with a few posts. 

Sorry to hear about your issues. You may have already done all this. 

Does this page show (smart) readings for every day in July? Calculate the usage from the actual daily readings rather than the usage page and see what you get. Check all the readings say (smart). 

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

Are the meter details accurate on this page?

https://account.ovoenergy.com/plan

-Meter Point Administration Number

- Meter Serial Number

 

Also on the same page does the "Forecast Annual Consumption" figures look reasonable based on your historical usage? 

It is interesting as looking at the graphs i would say that looks like two completely different meters, it is not just the holiday days, every day is higher on the ovo app isn't it? 

You could try one of the other apps also if you haven't already just to confirm things. 

https://www.glowmarkt.com/

Do you have 30min readings enabled for your smart meter? If so what does that look like, as the 30min readings are not linked to the daily reading.30min readings are sent separately by smart meters. The daily reading isn't calculated by adding up the 30min readings. The 30min readings might give a clue to what is happening. 

Let us know the answers to the queries if you want to and we will see if there is anything obvious. 

What does the usage look like on the actual bills? Is this consistent with the usage page? 

Hope that helps? 

 

shows that my smart meter is only being read by OVO on the last day of each month which explains it.  If I ask OVO can they read it daily, it seems strange to show me daily stats that are estimates when they could use the real figures if they wanted to?

 

Ask OVO for 30min readings. They will be able to do this.

That way you will get a daily reading which will drive your bills, and 30min readings which might give you some indication where you can save energy. The 30min readings will appear on the usage page. 

I have not noticed 3rd party apps display a different frequency to the OVO app, so that is a new one for me. 

M
Rank
Userlevel 1

Hi,  Thanks your link https://account.ovoenergy.com/meter-readings/history/electricity

shows that my smart meter is only being read by OVO on the last day of each month which explains it.   If I ask OVO can they read it daily, it seems strange to show me daily stats that are estimates when they could use the real figures if they wanted to?

Matt

Jeffus
Rank
Userlevel 7
Badge +2

Hi,  Thanks your link https://account.ovoenergy.com/meter-readings/history/electricity

shows that my smart meter is only being read by OVO on the last day of each month which explains it.   If I ask OVO can they read it daily, it seems strange to show me daily stats that are estimates when they could use the real figures if they wanted to?

Matt

Hi @muzzy543

Ask OVO for 30min readings. They will be able to do this.

That way you will get a daily reading which will drive your bills, and 30min readings which might give you some indication where you can save energy. The 30min readings will appear on the usage page. 

I have not noticed 3rd party apps display a different frequency to the OVO app, so that is a new one for me. 

Let us know when it is sorted

 

 

M
Rank
Userlevel 1

Just used the Chat Bot and lost the will to live, I have to phone them and they are busy so I will just use the Hugo App. Thanks for your help. : )

Jeffus
Rank
Userlevel 7
Badge +2

Just used the Chat Bot and lost the will to live, I have to phone them and they are busy so I will just use the Hugo App. Thanks for your help. : )

Hi @muzzy543 it is frustrating, the forum is full of posts with people struggling getting hold of OVO. It is a common challenge unfortunately. Most seem to get through on quieter days/times of the week. You are not alone just giving up. 

I find a private message on twitter the best way myself. I don't use twitter for anything else except things like this.The OVO staff on twitter have access to your account. It is an official OVO Support channel. I have always had a reply in a few hours in the week, at worst the next day. They will ask a few simple security questions. 

​​​​​

Jeffus
Rank
Userlevel 7
Badge +2

Just used the Chat Bot and lost the will to live, I have to phone them and they are busy so I will just use the Hugo App. Thanks for your help. : )

@muzzy543 potential idea you could vote on for a future feature

 

M
Rank

Why did OVO charge me around £2.50 daily for electricity when I was away from my home for 1 month.   When I returned normal use of Microwave, Oven, TV etc etc resumed  yet the usage cost did not increase?  

Hence I’m not sure the trebling of my DD is accurate.  

Main question is, can I limit the monthly DD increase to £200 a month and pay off any outstanding balance each month?

M
Rank
Userlevel 1

Now getting daily smart meter readings showing on my account, sorted via Twitter, thanks for the tip : )

Jeffus
Rank
Userlevel 7
Badge +2

Now getting daily smart meter readings showing on my account, sorted via Twitter, thanks for the tip : )

Hi @muzzy543 good to hear it is sorted. Feel free to ask any questions in the future in case any of us can help. 

 

Tim_OVO
Rank
Userlevel 7

Hi @MWaters and thanks for posting this question. 

 

Have a look at this topic from @muzzy543:

 

 

In short if daily usage is pretty flat even though actual consumption is spiky, it’s likely that we’re estimating your usage. 

 

What’s showing up here: https://account.ovoenergy.com/meter-readings ?

 

Also what about your current billing period, when was the last reading taken? https://account.ovoenergy.com/billing-details

 

 

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
Jeffus
Rank
Userlevel 7
Badge +2

Hi @MWaters

I agree with @Tim_OVO

I would check these pages

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

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

Make sure there is a reading every day with the word (Smart) next to it.

Here is mine for example for gas, but it is similar to electricity. 

Let us know what you see

Of course i am assuming you have smart meters. 

B
Rank

Why is it that I have turned off my hot water for the last 4 days and not used my cooker or washing machine but on my app it is telling me I’m using nearly twice as much as last month?  So much for smart meter reading 

Jeffus
Rank
Userlevel 7
Badge +2

Hi @Borisp

It would be worth checking to see if OVO are receiving at least daily readings from your smart meter

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

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

You should see readings for every day with the word (Smart) 

Here is mine for example for gas. The electricity one will look similar. 

 

M
Rank
Userlevel 2

I find the Ovo app excellent in, among other things, seeing how much electricity I use during each day. Until two days ago, I had a half hourly report but now, although I’m still getting the total daily usage, I’m getting a message saying 'Sorry, this usage data is currently not available’  when I want to see what I’m using hour by hour. It is not terribly important as long as I can see the cost per day, but I would like to revert to the half hourly report. Is this just a glitch in the system, please? 

BPLightlog
Rank
Userlevel 7
Badge +5

It probably is @Michali . Mine drops out occasionally but then it recovers the missing data after a while. Best to keep watch and see if it’s back within a week or two 

Independent volunteer - Sitting in a Faraday cage, waiting for a signal
M
Rank
Userlevel 2

Thank you! Will follow your advice!

Jeffus
Rank
Userlevel 7
Badge +2

Ditto. Mine also drops out occasionally, in fact the daily electricity readings also dropped out for a week recently before coming back. Unfortunately this does happen from the posts we see on the forum. 

You could try downloading one of the 3rd party apps to see if they can see the readings if you are interested. There are occasionally times when these apps display the readings and OVO doesn’t for a short while. Here are some example apps authorised by the OFGEM

https://loop.homes/

https://hugoenergyapp.co.uk/

Bright app

https://play.google.com/store/apps/details?id=uk.co.hildebrand.brightionic

https://itunes.apple.com/us/app/bright/id1369989022?ls=1&mt=8

 

M
Rank
Userlevel 2

Thanks! I’ve downloaded Loop so will see how it works when it kicks in. 

Reply


Terms & ConditionsCookie settings