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I have three meters - Why is my Monthly statement wrong again?



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Cheers @Ed_OVO

Web chat was a bust, they wanted a full explanation rather than picking up  all the info from this thread, so I didn’t pursue it via the chat option.

I have no doubt manual refresh will generate an up to date bill for my electric supply, but why dose it fail to generate at the same time as my gas statement / bill.

Also can you check the status of my smart meters, I’m sure the electric has gone dumb again, as there is no daily meter reading showing in my account & my ihd is only showing only gas data at the moment but the figures for cost & usage don’t seem correct so there maybe a chance the gas meter has gone dumb also.

TIA Tom....

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It’s really frustrating to hear the web chat team weren’t willing to review this thread to get up to speed on the issue @TomThumb - that said, sometimes it’s needed to hear an explanation in full. I’ll feed it back to them though, to make sure.  

 

@Amy_OVO is the mod of the day today, so you’re able to reach out to her. But she’s not going to be able to check the status of your meters. We would need account details and this forum platform is not the ideal space for this. 

 

My advice after hearing that we’ve failed you on web chat, is to draw for the phone. It’s a bit complex so I think a back and forth on the phone might be best. Give the agent some time to read this thread, and if need be they can transfer the call to a smart meter expert. Get them on 0330 303 5063 before 6pm tonight. 

 

One last thing: please update us here with the latest. You will sadly not be the last to be effected, but your comments will help those that following in months to come :) 

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Cheers @Tim_OVO  for the heads up, I did manage to email the OVO team this morning with all the information that Ed suggested that they would need to do a check on the smart functionality of the meters, but again today, the meter reading for the electric is missing from my OVO account & the ihd is still showing info for gas only, so something is amiss somewhere.

Ed did bounce the billing / statement for my electric not being billed yet again to the relevant department,

We know a manual update forces a bill to be generated, but why dose it keeps failing month after month.

As soon as I receive any answer back, I’ll update this thread.

 

Tom...

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A quick update.

After letting OVO know that my IHD has stopped showing any electric data & my online account is not showing any meter readings or usage data for the electric, 

live had a response back saying my smart meter readings for the electric & gas are still being sent so it must be a problem with my IHD & the smart meter team will be in contact within the next few weeks.

If so! why has my online account stopped showing meter readings & usage data for the electric supply?


Also, as of today, I’ve had no feedback or an updated statement / bill  including my electric supply.


Tom...

 

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Hmm. That’s a good point @TomThumb !

Can you please clarify: When and how did you receive the response from OVO stating that they were still receiving meter readings?

And what was the last day for which your online Usage-page shows electricity readings?

If you switch to Hourly Readings for that day, and then click the Forwards Arrow, do you see those hourly readings for days which are apparently missing the daily totals?

 

Thanks

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@Transparent  My IHD lost all electric info last week & it was a day later that my online account stopped showing the daily meter readings.

A quote from my email to ovo 

1: No smart meter readings or usage data showing on my OVO account for the electric for the last 2 day’s 

2: Ihd is only showing data from the gas meter. It lost all electric info 3 day’s ago.”

 

Ovo’s reply 

I can confirm that we are getting daily smart meter reads for the electricity and gas, so the issue will be with the IHD, not the smart meter. I have raised a case to our smart meter team including the troubleshooting information you have provided, they will be in touch with you by 7th September to resolve this issue for you“

 

I did respond as to why my online account also had issues if it was just the IHD at fault, but have had no response as of today. 

 

Hope this info is useful 

Tom...

 

 

 

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That last screenshot is the crucial one. I was just trying to check if it was a bug in the new Billing System which we’ve seen before. However, this is different - there really are no readings available after 01:30 on 18aug20.

If I were in your position I’d email hello@ovoenergy.com and include that last graphic. Ask if they are including this fault within the IHD problem for which a response has been promised by 7th Sept, or if this is a separate matter for which they have opened a new case.

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@Transparent  Your comments are much appreciated & I will do.

 

An update on my other issue of no statement / billing of my electric supply,

I’ve just received an email stating my latest statement is now available on line, but that is not the case, my account is still listing the statement of 13/08/20 that dose not include any costs for electric as the most recent, I suspect my account will be updated in due course.

 

Tom...

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Ah… if you’ve just received the email, then I’ve observed the same phenomenon: the Statement doesn’t get uploaded to your My OVO page until several hours later!

@Tim_OVO can you please report this to the programming team? I’m sure it must be generating needless calls to CS.

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Just in case anyone at OVO takes a deeper look at how account usage data is collected or displaying,

I know the my OVO app isn’t intended to show in-depth usage data, but the data  that is supplied is clearly lacking.

Any missing data prior to my joining OVO in March is granted, 

I suspect my usage data only includes the 1 gas smart meter & not my extra dumb gas meter, (unless anyone from OVO can confirm it dose include both gas meters) so on the gas supply at least, I’m only receiving part usage history only.

 

 

Tom…

From the OVO app

 

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Thanks so much, @TomThumb and @Transparent for contributing to this thread that will help others in your position. 

 

TomThumb, these screenshots don’t look to be the new online account. Here’s the tutorial guide on this new system’s usage section. Can you have a look at let me know?

 

Transparent, I have flagged this statement appearing delay with the devs involved - thanks for this! 

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Erm @Tim_OVO - I think these screenshots are from the App rather than My OVO online.

The data is the same, but the presentation is different in order to cater for lower screen resolutions.

Am I correct @TomThumb ?

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@Tim_OVO  & @Transparent  you are correct, the last 2 screen shots are indeed from the Ovo app, they were just for comparison that the app only show usage data for Mar-Apr for the gas & Mar-Jun for the electric, whereas my online account has full usage data for all months to date, that is until last week when my electric usage & meter readings are not shown in my account.

As for if I am on the new online account, most of the diagrams in Tim’s link appear to support that I am, but some do not, 

but as I only joined Ovo In March, I have no direct comparison from what I see on my account now to what I would have been shown 12mth’s back / on previous account system, afaik my online account layout is the same as when I first joined Ovo.

 

Tom....

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Update 

I have just received another response from Ovo via a call & email contradicting there last contact,  when they said they were still receiving my smart electric meter readings.

Now Ovo state

”It appears your smart meter has stopped communicating with us, this is why there is no usage loaded after the 18th. I can see you have already completed our smart meter health check, these results are currently with our smart department who will be able to investigate these issues and identify the next steps.

 

They will be in touch with an update for you by 7/9/2020. Please allow us this time to work through the account.”

 

So the outcome is still the same, I still have to wait for the smart meter team to do there bit, but Ovo have now acknowledged there is a fault other than my IHD.

While on the call, I did ask if there had been any update to my electric not being billed again? That issue is still being looked into!
For info, still no new statement showing in my Ovo account.

Tom...

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So the plot thickens with your smart meters. Let’s wait and give the specialists a chance to diagnose before commending on that. 

 

However, I am sure that the images above indicate that you’re on our old billing system. It’s referred to as My OVO, which can get confusing as the new online account is often referred to as this as well. The term will be phased out just as all members on the My OVO billing platform will eventually ‘migrated’. 

 

But it’s important to not get crossed wires here - so we can be sure, how about you screenshot another section of this app, one with no personnel info @TomThumb ? 

 

This is what the home page of the new online account looks like:

 

Browser on mobile device on the right

 

 

 

 

 

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@Tim_OVO  This is a screenshot of my Ovo account homepage via a web login, it definitely does not look like the new account pages

 

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Again my homepage this time from the Ovo app

 

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Thanks @TomThumb - this is the old My OVO online account. I’m not sure of the reason for you not being migrated, but this can be checked and confirmed next time you reach out to the Support team. 

 

Ah… if you’ve just received the email, then I’ve observed the same phenomenon: the Statement doesn’t get uploaded to your My OVO page until several hours later!

@Tim_OVO can you please report this to the programming team? I’m sure it must be generating needless calls to CS.

 

About this email, these are being sent due to Tom being on the old platform. These should not be sent out to users of the new online account. 

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For info

I don’t normally use the Ovo app, but I have just had an iPad iOS update for it so I opened it up.

On the meter tab, it lists my 3 meters & you can click each one to see the meter readings history.

The gas smart meter shows all the correct readings,

My dumb gas meter tab is also showing the readings from the smart gas meter.

 

This info is might be useful in sorting my account / billing issues or the app team for bug fixing

All info re meter readings is correct via my Ovo account on the web.

 

Tom...

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For info

I have been in contact with Ovo via web chat today & they have confirmed I am indeed still on the old account & billing system as per Tim_OVO’s understanding, but offered no further information as to this being normal,  or a fault that I had not been moved onto the new system yet.

Also, I’ve not received any direct feedback to date, but there was a note from the billing team on my account that read,

“ it has been resolved & there should be no more issues “

Only time will tell.

 

Tom...

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Update

After chatting with Ovo yesterday & the notes on my account relating to my billing issues said “ it has been resolved & there should be no more issues “ 

Today I have a new statement on my account, but unfortunately it is only a statement for 1 day of gas supply & standing charge

(11th-11th Aug) for my smart gas meter. A grand sum of £00.67p 

 

How hard should it be to bill all 3 meters on the correct date of the 12th of every month.

 

Tom...

 

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Thanks for the update @TomThumb- It doesn’t sound like this issue was fixed if you’ve only had a statement for 1 day.  I’d recommend reaching out to the team again for this to be looked into again. I suspect there’s some background updates being done on your account, which there might be a set timeframe for. Please can you keep us updated on the outcome? 

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@Alice_OVO   Normally after contact with customer services, a forced manual update results in a new statement being produced that includes all 3 meters instead of 2,  although on 1 occasion it did result in a different combination of 2 meters being billed.

A forced manual update dose not resolve the billing issues month after month.

I will reach out to the team & billing department again with the current state of play.

 

Tom...

 

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I will reach out to the team & billing department again with the current state of play.

 

Thanks @TomThumb - I’m really hoping this gets taken on, a ‘case’ (ticket) is raised if need be, OR a fix confirmed without a case. Either way I don’t like how much back and forth you’ve had to do. 

 

As always keep us updated here, and I might send you a PM if this isn’t resolved soon, or at least taken off your hands to actively chase. 

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Cheers @Tim_OVO Many thanks for your input & understanding.

I did place a call into Ovo yesterday & they were going to bounce it back to the billing team for a further look, 


One query still outstanding. 
I have had confirmation that I am still indeed on the old Ovo account & billing system, 

but I do not know it’s importance? Is this is an oversight / fault, or is it that my account is still in the process & timeframe of waiting to be migrated over to the new system?

 

Tia

Tom...

 

 

 

 

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