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

@Tim_OVO  Thank you for the confirmation & further info.

My billing / statement date is the 12th of each month & my smart meter fault on the electric gave the smart team until the 7th Sep to contact me, so hopefully I will have an update soon.

Tom…

This is progress. Good to see! If we can now automate your billing on the 11th September, we might be able to turn our attention to other things. Speaking of which..

I can see that you’ve described that your online account and IHD aren’t showing daily usage. As you’re on the old My OVO platform, I don’t like to use this daily usage feature as an indicator of smart meter health. Instead, let’s look at the lights on the communications hub 

Once we know that, I can recommend whether the Support team is needed to check if we’re getting daily readings onto the Smart Front End (SFE) interface and go from there. 

Thanks @TomThumb 

I raised this to our smart meter ‘Second line’ team for advice. They straight away suggested that the S2 team we have are best placed to check for anything they can do on the back end to fix.

They also suggested (which concerned me a little) that they had seen more then one example of drop outs with S2 meters. These things are always difficult to know if related to, similar or different to another issue with the same symptom. But I think our best best is reaching our for some back-end fix attempts, which I have done this morning. 

This is ongoing but in hand :) 

@Tim_OVOwrote: They also suggested (which concerned me a little) that they had seen more then one example of drop outs with S2 meters.

Well, yes! That’s one aspect of what we’ve been calling “missing data” here on the Forum for almost a year now.

It’s most noticeable when you look at the monthly gas meter histograms because you can see where data has been apportioned equally across all the days where it hadn’t been collected.

I’m happy to offer my meters for further tests if Ben wants to trial any code updates in the field again, Tim. We have enough data from my site to allow us to check if software changes offer any improvement…

… and I’m probably the customer who would be least concerned if everything went pear-shaped and we lost contact with the WAN!

Update 

After the billing team advised I should have no more issues with my account, my statement / bill has had a notable change this time round, in the fact that it is absent.
with a monthly statement date of the 11th of every month, I would now class this failed rather than just delayed.

On the issue of the electric smart meter turning dumb, again I’ve heard nothing from the smart meter team.

So I placed a call into Ovo & the cs agent has set up an appointment for an engineer to attend to my smart meter next month,(but why do I have to wait 17 working days before the appointment can be acted upon)

The none statement / bill issue has again been bounced to the billing department for another look.

The failure of the smart meter team to keep the customer updated & informed in the timeframe set by Ovo is disappointing, especially as the set timeframe had been extended & again missed.

In my opinion my billing issues are a result of having 3 meters on 1 account, in theory Ovo can handle 3 meters, but practice it seems to be lacking.
: The Ovo app has a tab for my 3rd meter, but all info (meter readings) are for my 2nd meter.

: My online Ovo account dose show the meter readings for my 3rd meter, but nowhere dose Ovo show any usage stats for it.

: Only billing 2 out of my 3 meters.

There can’t be many account with 3 meters, if any.

 My previous energy supplier had to set up a 2nd account just for my 3rd meter, but that resulted in a totally different set of issues & problems.

On a side note if any of the mods pick this up, 
I did try the web chat this morning, it all seemed fine on my side, but the agent asked

“are you still there” & “as I have not heard from you” then ended the chat.

I guess the agent couldn’t see my chat, if this was a glitch or a more widespread issue, I’ve leave it in your hands.

Tom...

Cheers for your input @Tim_OVO 

Call me cynical but reading between the lines as it were, I got the impression from my call to Ovo this morning that there had been some notes on my account that an engineer visit was needed to visit my property to resolve my smart meter issue, 

so if my home visit is indeed the best way forward & has been sanctioned by the S2 team, I have not been informed as such.

Also @Tim_OVO is there any chance of bouncing my statement / billing issues up to the next line in the billing department as the quote from the billing team of it being resolved & that I should have no more issues was over exaggerated & premature.

TIA 

Tom…

ps: in case it’s useful : failed web chat this morning,   iPad Air / iPadOS 14 / chrome browser 

@Transparent  Just adding to your thoughts,  over the few days that my last bill / statement should have generated, I had been keeping a close eye on my account, the DD recommended amount on my Ovo account had a prominent view & was up by 20%.

That figure is now only showing a 3% increase,  but as I have still not been billed for the previous months usage & my electric meter has gone dumb, I’m expecting that figure to change especially when you factor in my 3rd meter.

Given the fact that suppliers forecast that demand & expected usage increases over the colder winter months, my 3rd meter (gas) is the complete opposite, in the fact that it will have zero usage, plus some ancillary electric equipment will not be running over the winter months that will again offset their predictions.

 My statements from Ovo on the 1st page sometimes include a forecast of annual cost for gas, 

But as I have 2 gas meters, I have no way of knowing if that projected cost is for both gas meters or just 1. 

As far as the capabilities go of either my Ovo on the web or via the Ovo app, the billing is set up to identify 2 separate gas meters, but on the usage side,  neither can differentiate between my 2 gas meters.

Not knowing the projected usage Vs actual usage of my 3rd meter (gas) is of concern 

Tom....

It will do if my memory serves me correctly, @TomThumb - so at least we know the right process has been put in place already! Now, we await the engineer….. 

Oh no…. that’s hilarious! 

The minimum input permitted for a Calorific Value is currently 37.

If there was a period when the CV sampling failed to deliver any result, the regulations state that the Energy Supplier can only invoice you as if 37MJ/m³ was the figure.

I think the programmer responsible for this section of the Billing System will be hanging his/her head in shame. A divide-by-zero is such a basic mistake!

Update 

A quick recap, I have 3 meters, but since joining Ovo in March 2020, I keep receiving monthly bills for only 2 out of my 3 meters.

That is until today, I’ve just received my latest statement & I have actually been billed on all 3 meters, a big plus for me is that now all 3 meters are aligned & running on the same billing period,

That will make my next statement so much easier to do a quick check on.

Only time will tell if this trend will continue over onto my next statement, but as my statements are due on the 11th of every month, I haven’t got a long wait..

@Tim_OVO the calorific value in the table from my statement is still showing zero.

According to Ovo, the best time to supply my meter readings is today on the 10th of every month.

As I have a smart meter turned dumb & the 10th happens to be a Saturday, this is not as easy as it should be.

I have no option to enter my meter reading via the app or my online account.

The automated meter readings option via the phone comes  back with an error as not available.

As it’s a Saturday, nobody is manning the phones or web chat.

Am I right in thinking that if or when I migrate onto the new billing system, I will have the option to manually supply a smart meter reading online?

Is the failure on the automated meter readings via a phone call also due to the limitations of the old account system?

The only positive is that Ovo’s statements have always been missing or late for my electric supply, so hopefully the email with my meter reading might make it onto my account before my next statement has been completed.

Tom...

@Tim_OVO  Firstly a big thanks for trying to keep on top of this. In response to your post above

 I’ve only posted this anomaly on the forum.

some of my statements show the correct formula, others do not. with no discerning pattern.

Now as of today I have noticed a change, I placed a call to ovo this morning to supply my electric meter reading, then a while later I checked my ovo account to see if the supplied reading had been applied, It had, but I now also have a manual entry available to supply my electric meter readings online, hopefully that option will not be needed next month, as my engineer appointment is tomorrow & fingers crossed it will result in full smart meter functionality being restored.

On a side note Tim, the cs agent this morning confirmed there is nothing flagged on my account that is keeping me on the old billing platform & the problems with my billing / statement is still an open case, so along with you, I suspect my last statement on the 6th Sep had been manually pushed.

I will post any findings from the engineer visit tomorrow in due course.

Tom...