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Rank 1
MikeySpark
Rank 1
March 2, 2023
Solved

Energy costs no longer showing on my app

  • March 2, 2023
  • 70 replies
  • 3538 views

Until a few days ago my OVO App displayed both my electricity usage in kWh and the cost of the energy used daily/monthly etc. I was able to toggle between kWh and £ as required, however this feature is no longer displayed and I can only view abbreviated information in kWh only.

I have re download the app on both my iPhone and iPad but to no avail. Is there a bug in the app?

As I live in a rural area with no gas supply, being able to monitor my usage costs is important. Unfortunately, my smart meter display stopped working many months ago, and despite numerous emails, sending photos and endless phone calls no replacement was forthcoming. 
 

Please help, I’m getting very fed-up now! Thank you. 😊

    Best answer by Emmanuelle_OVO

    Updated on 20/07/26 by Ben_OVO

    Hey @TrishT,

     

    Sorry for the issues you’re having,

     

    There’s an update on this, customer usage data is not available on OVO website or the app. No other areas of the website are impacted. We’ve now added a banner on the website to advise customers. We’re working on this issue but think fixing it will take several hours as it is quite complicated, the next update will follow once we have more information about this issue. 

     

    The issue outlined below has long since been fixed, and you can follow this guide which tells you how to view your usage data in both £’s and Kwh via the app: 

     

     

    70 replies

    Show previous replies
    G
    Newcomer
    GreenOrchid
    Newcomer
    March 11, 2023

    It’s crazy. I’ve been scratching my head as I log in every day to see ‘how I’m doing’. Yesterday I noticed Ovo suggested a direct debit payment of £5.00 per month would be right. Delving further I see the total charges for the last 10 days came to just over £7 so something seriously wrong. Had forgotten about the app update and I did update so just hope this is sorted asap as it’s the first thing I check each morning!  
     

    We’ve turned into crazy meter watching wrecks! 

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    March 13, 2023

    Hey @ChrisRyanUk,

     

    We’ve had reports from other customers that the usage pages are now working- let us know if this is the case for you too.

     

    With the direct debit calculator it’ll be worked out as your average consumption for the year if you are on a Variable Tariff or until the end of your contract if you are fixed, it also takes into account any credit balance you have on your account. If you have a large amount of credit you will have a lower direct debit suggestion. The following tutorials might be helpful to you:

     

     

     

    Renewable Energy? Big Fan.
    G
    Newcomer
    GreenOrchid
    Newcomer
    March 13, 2023

    Well this is all well and good but my app this morning is still telling me £5 a month would be an acceptable amount for my direct debit. Have rebooted phone. 

    L
    Newcomer
    Louise Harvey
    Newcomer
    March 13, 2023

    Mobile app not updating usage today

    P
    Newcomer
    Putty
    Newcomer
    March 14, 2023

    Can no longer view daily monthly cost in £ only kwh , is the same on the website and the app,

    Anybody else still having these issues, always used to see usage in £ and kw.

    Seems waste of time if can't see what your spending. 

    Grateful for any replies. 

    Mark👍

     

     

     

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      March 14, 2023

      There’s been some issues with DCC recently, which might explain what’s happening.

      OVO is aware and on the case

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        M
        Rank 1
        MikeySparkAuthor
        Rank 1
        March 16, 2023

        Thanks Emmanuelle for your help - my app is back to normal now showing kWh and £ usage - brilliant! 😊

          P
          Newcomer
          Putty
          Newcomer
          March 22, 2023

          Problem seems to have been solved  , app and website now showing usage in kwh and £,

          Can now see how much I am spending correctly. 

          Great 👍 

            A
            Newcomer
            Adamjonuk
            Newcomer
            March 23, 2023

            Is there an update on this 

             

            I have been unable to see cost of electricity used and the amount of credit not adjusting since 14th March now 

            P
            Newcomer
            Putty
            Newcomer
            March 24, 2023

            Hi Adamjonuk

            I updated my app , but it didn’t make any changes,

            both app and website just seemed to show kwh and pounds all of a sudden after many attempts checking to see, so it seems it is there end and a waiting game,

            sorry couldn;t  be more help. i know it is a nuisance and seems pointless if you can’t see what you are using, hopefully get sorted out soon, i waited three weeks for mine to sort itself,

            Mark👍

             

            Show more replies
            Terms & ConditionsAccessibility statement

            OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

            OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

            OVO (S) Gas Limited is part of OVO Group Ltd