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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
    D
    Newcomer
    DogsandDocs
    Newcomer
    April 7, 2023

    Thanks for the update-mine is still not working been in contact with Ovo a few more times so hoping it gets fixed soon

    P
    Newcomer
    Putty
    Newcomer
    April 12, 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👍

     

    Back to square one again, no usage in pounds again, I'm changing at next chance I get, hopeless 🙃. 

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      April 12, 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👍

       

      Back to square one again, no usage in pounds again, I'm changing at next chance I get, hopeless 🙃. 

      I would recommend logging the issue again and switching to use the Hugo app for now. 

      https://hugoenergyapp.co.uk/

      Certainly annoying there is no long term fix yet from ovo. 

      P
      Newcomer
      Putty
      Newcomer
      April 13, 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👍

       

      Back to square one again, no usage in pounds again, I'm changing at next chance I get, hopeless 🙃. 

      I would recommend logging the issue again and switching to use the Hugo app for now. 

      https://hugoenergyapp.co.uk/

      Certainly annoying there is no long term fix yet from ovo. 

      HI, Great advice, have joined hugo,

      If they can do it so well you would think ovo should be able to,

      Thanks for help, Mark 👍 

      M
      Newcomer
      Mat
      Newcomer
      April 14, 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? 

      Nope app or account still not showing costs. Never has this problem with SSE

        Emmanuelle_OVO
        Retired Moderator
        Emmanuelle_OVO
        Retired Moderator
        April 14, 2023

        Hey @Mat,

         

        Really sorry to hear this,

         

        While the Support Team are resolving the issues with your Online Account/App you can still check you usage on your statements and should still be benefiting from the live billing function. We have more about this topic in this handy FAQ:

         

         

        There are a number of third party Apps that show usage data that might be helpful to you:

         

         

        I hope your issue gets resolved soon. 

        Renewable Energy? Big Fan.
        F
        Newcomer
        Fireblade999
        Newcomer
        May 4, 2023

        Once again the daily and account energy costs have disappeared  on line from my current monthly account and all my previous accounts. Why ? This is not the first time it has happened. When I renewed my account in March all was ok.  then disappeared. Again get the message “ Looks like we couldn’t find some of your usage data” which cannot be as both my meters are reading correctly. Any clues ?

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        May 4, 2023

        Hi @Fireblade999

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

        This has been reported by a few customers this year. 

        The advice from OVO was to log the issue with Support as it needs the IT team to fix each account. There is nothing a customer can do. OVO are aware of the issue. 

        I could ask you a few questions about what is displayed on various pages, but there is little point. 

        A
        Newcomer
        adammcgrath
        Newcomer
        June 11, 2023

        I can only see kWh usage. My SWALEC app showed me £ cost usage?? 

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        June 12, 2023

        Hi,

        The app can show costs as well, but you need to use the Monthly or Yearly tabs for this. Daily doesn’t show it because the numbers are usually too small.

        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!
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