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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
    H
    Newcomer
    Headers1
    Newcomer
    April 1, 2023

    Same online - unable to view cost 

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    April 1, 2023

    Sounds like it would be best reporting to customer support as it’s likely to be an account specific issue

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

    My ovo app and online account still isn't showing costs this has been going on for 3 weeks now. Phoned ovo numerous times and still can't resolve the problem.  Done everything they've suggested.  

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      April 1, 2023

      My ovo app and online account still isn't showing costs this has been going on for 3 weeks now. Phoned ovo numerous times and still can't resolve the problem.  Done everything they've suggested.  

      @Mat the issue has been going on for over a month now. It doesn’t impact every customer and looking at the various threads is usually fixed a few weeks after informing OVO. It appears the IT team have to fix each customer individually, although i could be mistaken obviously, i  haven't seen anything from OVO to refute that.

      You could try putting in a complaint via email, if only to make sure it is prioritised as 3 weeks is quite long looking at other examples. 

      https://www.ovoenergy.com/feedback

      Am surprised OVO haven't sorted whatever is causing the ad hoc issue as they definitely are aware of it. 

       

      P
      Newcomer
      Putty
      Newcomer
      April 7, 2023

      Account not showing daily costs again, this ovo lot are useless, never had all this with sse.

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      April 7, 2023

      Account not showing daily costs again, this ovo lot are useless, never had all this with sse.

      Hi @Putty certainly frustrating.…

      Have you logged the issue with your account with the OVO Support team again? As i understand it currently the IT team have to fix each occurrence when it is reported. 

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      April 7, 2023

      My ovo app and online account still isn't showing costs this has been going on for 3 weeks now. Phoned ovo numerous times and still can't resolve the problem.  Done everything they've suggested.  

      Hi @Mat is yours working again yet? 

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      April 7, 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 

      Hi @Adamjonuk

      Is yours working again now? 

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      April 7, 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 is yours working again now? 

      A
      Newcomer
      Adamjonuk
      Newcomer
      April 7, 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 

      Hi @Adamjonuk

      Is yours working again now? 

      Hi 

      was on phone to them yesterday to solve another issue and was told tech team are aware and looking for solution 

       

      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