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M
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
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    March 24, 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 

    Hi @Adamjonuk

    Welcome to the customer forum

    Sorry to hear that

    I recommend you log you are having this issue with OVO Support if you haven't already. Then it can be passed on to the OVO IT team that your account is impacted in case they need to make any changes to your data. 

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

     

     

     

      D
      Newcomer
      DogsandDocs
      Newcomer
      March 26, 2023

      I’m having the same issue-for over three weeks now I’ve been unable to see £ of my usage for both gas and electric which is very frustrating when I’m on a budget. I’ve done everything people have recommended in this group, contact Ovo who said they are aware of the problem but had no date for when it would be resolved. 
       

      anyone else have any suggestions? 

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      March 26, 2023

      I’m having the same issue-for over three weeks now I’ve been unable to see £ of my usage for both gas and electric which is very frustrating when I’m on a budget. I’ve done everything people have recommended in this group, contact Ovo who said they are aware of the problem but had no date for when it would be resolved. 
       

      anyone else have any suggestions? 

      Hi @DogsandDocs

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

      Sorry to hear you are also impacted. 

      Try the website and app if you haven't already, but both are probably impacted. 

      You have done the right thing logging the issue as it is account specific. 

      Just a reminder for others, only the Month and Year tab have the toggle to see £, not the Day tab. You can't see £ on the day tab. Vote for this idea if you would like to see that changed

      In the meantime you could use one of the OFGEM authorised and regulated 3rd party apps like Hugo that many of us use. The 3rd party apps access slightly different data to the Energy suppliers so there is the rare possibility of slight differences if your meter doesn't send all the 30min readings. 

      https://hugoenergyapp.co.uk/

       

      D
      Newcomer
      DogsandDocs
      Newcomer
      March 26, 2023

      Thanks for your reply- I have used the website as well and having the same issue as well as many other people. It’s very frustrating given the current cost of living that I can see how much I’m spending-not good Ovo

        BPLightlog
        Super User
        BPLightlogSuper User
        Super User
        March 26, 2023

        Thanks for your reply- I have used the website as well and having the same issue as well as many other people. It’s very frustrating given the current cost of living that I can see how much I’m spending-not good Ovo

        Yes, most people I know are looking at their energy costs like never before. That third party app from Hugo is pretty good if you fancy a look. There are a few others too 

         

        Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
          A
          Newcomer
          Adamjonuk
          Newcomer
          March 27, 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:

           

           

           

          I am still having issues with both app and online account not updating cost and online not showing kwh ( although smart meter reading are showing )

          Any update  on if this is still a general issue or limited to a few accounts now 

          Emmanuelle_OVO
          Retired Moderator
          Emmanuelle_OVO
          Retired Moderator
          March 28, 2023

          Hey @Adamjonuk,

           

          Sorry to hear this,

           

          If you’re not seeing the kWh usage or the cost data, it sounds like there is a tech issue with your account. I’d advise contacting Support.

           

          Keep us posted with how you get on. 

          Renewable Energy? Big Fan.
          H
          Newcomer
          Headers1
          Newcomer
          April 1, 2023

          Why can’t I get costs on my OVO app any more. I can only get KWH ?

          I am using IPhone 

          BPLightlog
          Super User
          BPLightlogSuper User
          Super User
          April 1, 2023

          Hi @Headers1 are you looking at the day page? Or Month? 

          Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
          H
          Newcomer
          Headers1
          Newcomer
          April 1, 2023

          I’m looking at them all and there is no option to change from kWh to £ 

          regards

          Show more replies
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          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