Gas meter readings input via website for 6 months but ignores for billing. Case no *Edited by Mod* created Oct 22 and chased monthly BUT seemingly ignored by OVO. The January statement now shows some excessive estimated reading not input by me. Does OVO care for their customers? 

I assume the manual meter readings are appearing on this page?

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

Here is mine for example, although you won't see the smart meter readings if you are entering manually 

OVO can only back bill you up to 12 months so it is in their interest to fix this. 6 months does sound a surprisingly long time. 

Is the electricity OK? 

Yes, readings are shown on the history screen (This is not a smart meter). Electricity readings are correct.

You could try sending OVO screen shots of what you are seeing. 

You could also include a link to this thread as it sometimes helps. 

https://forum.ovoenergy.com/my-account-140/no-gas-charges-actual-meter-readings-ignored-13607

You can send the images via WhatsApp, or Private message via the OVO Facebook and Twitter pages. 

All are official OVO Support Channels and the OVO staff there can access your account. 

If you send via a Private Message on Twitter or Facebook, you need to include your name,address, account number and date of birth for security purposes. 

OVO have removed their standard email address at least for now. 

Interesting suggestions. Having had numerous attempts to get some kind of help from OVO including submitting photos of the meter, responding to their letter and answering their email, as well as the contacts I mentioned above, I am now exhausted. My head aches from constant bashing against Ovo's wall.

OVO needs to get their act together and help, yes HELP, their customer. 

If you feel that way then perhaps submit a complaint, if it isn't delt with within 8 weeks, take it to the Energy Ombudsman and let them deal with it.

One final suggestion is to leave a 1 star review on the ovo trustpilot site. Again you can link back to this forum. Poor reviews are usually picked up in a day or two by OVO staff there who can access your account. 

https://uk.trustpilot.com/review/www.ovoenergy.com

What i would say is don't do multi of these suggestions at the same time as that rarely helps. 

Hey @Tich731,

Sorry to hear this,

That sounds like a really unusual situation as our statements are automated.

I’ll get Forum_Support to reach out to you, please keep an eye on your private messages. 

Hope this helps. 

Hiya,

So according to OVO I haven’t submitted a gas reading since the 25th December, 2022. At that point I was still with SSE and submitted a meter reading (and had money deducted from “the pot” as OVO likes to call it) on 4/1/23,  8/1/23, 14/1/23, 17/1/23 and final on 21/1/23 before getting final bill and being moved over.

Now as I’ve already paid for each of those submissions out of my existing credit and OVO thinks I haven’t submitted anything since December, does that mean I’m about to get double-dipped when I submit a new reading on Sunday?

FYI: Traditional meter.

Thanks!

Wooj

If you ensure your readings match up between the swap, the system should keep on track. 
 

Just reading your question again, I’m not sure why the 25th Dec date appears if you’ve only had a final bill and swapped a month later. But the same thing stands - as long as your final bill reading (and date) agrees with your starting reading, the system should be ok

My last submission to SSE on 21st January was 21581 as my bill was due on 23rd January then my account was closed and I got moved here with ovo saying 25th December as last submission of 21494.

So that’s why I was asking if when I submit a new reading on this coming sunday, will I be charged for usage and standing charge from 25th december (MR: 21494) to 21st January  (MR: 21581) again? Today it’s 21592 although haven’t submitted it yet...

If your final bill for SSE was up to 25th Dec, then presumably you haven’t been charged by them after that. Therefore your readings since then haven’t been used yet and so I can’t see how you would be charged twice?

If you are meaning that since 25th you have been using credit from OVO then as long as the meter readings are in line you won’t be double charged

My final bill was 23rd January from SSE.  My last submission to SSE was on the 21st January. So from SSE point of view, I’m all paid up and got kicked out their door. But OVO think I haven’t submitted since 25th December.

Hence my concern that once I do submit I’m going to be charged from 25th december  despite the fact I’ve already paid for submissions on 4/1/23,  8/1/23, 14/1/23, 17/1/23 and 21/1/23 via SSE. So OVO has an outd-dated reading to my understanding.

Should be noted, there are zero issues with the Electric readings and that has carried over fine and dandy which I submitted on the same dates as above

Ok - but your final bill from SSE has a final reading of 21594, yes?

If so then you haven’t been billed for use since then, even if you’ve sent more recent readings to SSE. 
Sorry .. I should ask, how you are billed?
If you’ve paid for usage after the reading on your final bill, the credit should transfer over  

Whatever your reading in your final bill from SSE is, as long as that is the start reading for OVO it will be billed correctly

Yup, the reading on my final gas bill with SSE was 21581 on 24th January. The billing period was typically every 3 months. So my last bill was from October ‘22 to January ‘23. I couldn’t submit any new readings to SSE after the 23rd January because they closed my account. 

Currently OVO have the correct Electric meter readings as is on my final bill from SSE for the period of October ‘22 to January ‘23 which is now being used as a baseline for electric with OVO. The reading on my final Gas bill from SSE for October ‘22 to January ‘23 was 21581 and does not reflect what is on OVO’s page which is 21494 (a reading from 25th December from SSE)

My credit was moved over fine, my electric reading was moved over fine as a starting reading for OVO, but my gas does not reflect what was on my final bill from SSE which should have been transfered over as a baseline reading for gas with OVO, surely?

But it’s not. OVO are using a reading from the 25th December and it does not match the reading on my final bill from 24th January. Hence my concern. It’s like all the readings I gave SSE during january have been ignored and OVO have decided to use the baseline of 21494  rather than the final reading which was 21581

My understanding is that technically I should only be due ovo money for anything used from 21581 up to today’s reading which is 21594

But according to OVO, I may be due to pay for 21494  to  21594 because they’ve not used the final reading of 21581 from SSE as a baseline for starting my OVO gas journey.

I hope this makes sense becuase I’m not sure I can explain it any clearer.

That sounds fairly clear to me. You probably need to contact support https://help.ovoenergy.com/ to get the start reading updated or you may need to register a meter reading dispute. 
No one here has access to your account as it’s a public forum. 

Aye, fully understand that and appreciate you taking the time to back and forth. I’ll see what happens on Sunday when I submit a reading. Worse case I have to chase them up. Best case I raise a complaint and if not resolved take it to obudsman and get a refund and compensation (And potentially get them a fine if they’ve got too many complaints open)

Hope you have a great weekend, my friend!

LIKE MANY FORMER SSE CUSTOMERS I TOO WAS TRANSFERED TO OVOENERGY AND ALTHOUGH PREVIOUSLY PAYING QUARTERLY DUE TO THE CONSTANT PRICEW RISES NOW PAY EVERY MONTH. HOWEVER, DESWPITE SUPPLYING METER READINGS FOR GAS AND ELECTRICITY ON THE MONDAY OF EACH WEEK, AND ON THE REQUIRED DATE SPECIFIED BY OVO JUST BEFORE THE END OF THE BILLING PERIOD, I TOO GET FED UP WITH ESTIMATES BEING SEEN ON MY BILLS. WHAT IS THE POINT OF COMPLYING WITH OVO DIRECTIVES IF THEY ARENOT BEING COMPLIED WITH. MY BILLS ARE ALWAYS HIGHER DUE TO THE ESTIMATES. THEY HAVE BEEN NOTIFIED MORE THAN ONCE BUT DON’T SEEM TO  WANT TO KNOW. 

RECENTLY I HAD A PROBLEM USING THIER ONLINE PAYMENT SYSTEM AFTER LOGGING INTO MY ACCOUNT. TWICE PAYMENT WAS ENTERED BUT NOT CONFIRMED SO I PAID BY A BANK  TRANSFER.  CHECKING A COUPLE OF DAYS LATER I FOUND THAT THREE EQUAL PAYMENTS OF £200 HAD BEEN DEDUCTED FROM MY BANK ACCOUNT. NOW I AM STRUGGLING TO GET A REFUND. THEY SAY CROOKS NEVER PROSPER BUT OVO CERTAINLY SEEMS TO BE OK.

AS SOON AS THE PRICE CRISIS EASES I SHALL BE LOOKING FOR AN ALTERNATIVE SUPPLIER. I WOULD ENCOURAGE ANYONE PAYING THEIR BILLS TO USEBANK TRANSFER RATHER THAN OVO’S SUSPECT ONLINE PAYMENT SITE. IT IS NOT FIT FOR PURPOSE AND BEING A PENSIONER IT WAS EASY TO BE CAUGHT OUT.

Can you see those 3 payments in your OVO account now @FRANK FARMER ? 

Yes. The problem seems to be that ovo produces a bill several days before a full pdf bill is available and the estimates readings are not detailed yet they still require payment.

I have lodged a complaint and have been advised that reimbursement will take up to 10 days for the overpayment to be refunded.

Clearly it should be incumbent upon ovo to confirm payment immediately and sort out a system which involves delay and estimates being used when detailed readings are sent in good time. It's all well and good for them to say adjustments will be made in subsequent bills but with thousands of customers over paying ovo are benefiting hugely in a financial yet apparent legal process.

The service charge and price of energy is bad enough without being charged extra by artificially inflated estimated readings

As long as you aren't on a fixed tariff, you can of course switch suppliers now if that is what you decide to do. In fact you might find it easier now as there are not many people switching.

The new faster switching service introduced last year, means it takes just a few days to switch, much better than the old system. 

Jeffus makes a good point about switching but it appears from the forum comments that many customers a experiencing similar problems with the estimated bills despite sending meter readings in good time. Clearly the problem lies with ovoenergy that has an inadequate computer system which is not capable of formulating precise billing. I have even received emails from ovo demanding payment within 14 days despite the fact that I have not received a full pdf bill statement.

As previous customer of SSE I had no problem calling them, providing an exact reading of both gas and electricity and then receiving an amended accurate bill. Ovo seem incapable of doing this and continue to claim that adjustments will be made after the next billing period. The problem is that these also regularly include "estimates" despite accurate readings being provided via their official website. 

Ovo have confirmed a "glitch" with their payment program which allowed three payments to be registered without confirmation. So it seems plausible to assume that the system is to say the least "problematic" and "unsafe"

Due to the large number of people commenting on the continued use of high "estimated" bills should the forum not bring this matter to the attention of ovoenergy so that these problems can largely be eradicated.

Whilst the forum is useful to highlight consumer concerns, does it have any effective means of getting the numerous issues raised actually addressed by the energy providers?

If you are successfully submitting meter readings every week your estimates should only vary very slightly from the actual amount that should be billed. My smart meter sends readings every half hour, so I know the bill will be for the exact amount each month. If you submit on a Monday and your bill is generated on a Friday then it would have to be estimated. How different is your bill from your meter reading @FRANK FARMER ?

nb if you can still edit your previous post can you delete all the blank lines please.

Hey @FRANK FARMER,

Sorry for the issues you’re having,

We don’t have access to your account here on the Forum so aren’t able to advise what date is best for you to submit your monthly readings. I do know that we send out meter reading reminder emails a few days before a statement is produced to give customers enough notice to take a reading. 

As @juliamc advised we would expect the estimates to be in line if regular readings are submitted. 

We offer a live billing system at OVO, so if you’re concerned that there’s an estimated reading on your statement you can submit a reading via your Online Account. Your account balance will update accordingly within 24- 48 hours, so you can always see exactly what you’re using even between statements. We have a great FAQ on this topic here:

We can also offer free smart meter installations, this means your readings can be sent across automatically half hourly, daily or monthly! 

Hope this helps. 

Every month I give readings on the day the app tells me to but my bill still shows an estimate for that date. I found a thread 5 years old which didn't answer this.

I'm fed up with having my readings ignored so please tell me why this happens?

If I'm giving an accurate reading on the day requested then it's not unreasonable to expect my bill to be based on reality is it?

Do your meter readings on this page https://account.ovoenergy.com/meter-readings/history/electricity and https://account.ovoenergy.com/meter-readings/history/gas say Smart ?

On the app go to Account > Meter Readings > View Reading History for the same info.