I think my meter is clocking too fast - How can I test if my high usage is due to a faulty meter?

I think my meter is clocking too fast - How can I test if my high usage is due to a faulty meter?
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​​​​​​Your guide to checking the accuracy of your meter: How to carry out a Creep Test, a circuit check and book a Meter Accuracy Test (MAT)

 

Have you noticed a sudden leap in the amount of energy your meter’s clocking? Are you worried that it might not reflect what you’re actually using? We’ve made this guide to help outline all of your options so you can be confident that everything’s working as it should, and you’re only being charged for what you’re actually using. 

 

My bill is higher than usual


First things first, I would say it’s always worth checking that the higher than usual billing is based on actual readings rather than estimated readings.

 

You can view the latest statement on the ‘Billing history’ page of your online account or OVO app (download for Android or iOS):

 

Exact appearance may vary

 

‘Download this bill’ or ‘View details’ to see if the reading is estimated (hint: it will say estimated next to the reading if this is the case). By checking the reading on the meter and submitting it on the ‘meter readings’ page you can correct any over-estimated readings.

 

It’s also worth checking that you’ve been charged the correct unit rates and standing charges. These might have changed recently if your fixed plan came to an end or your variable rates increased - we always send you an email to let you know but you can find out the prices on your current plan (and whether you could switch to a cheaper plan) on the ‘Plan’ page.

 

The details on the bill are correct but I’m sure I didn’t use this much

 

Higher than normal usage is normally due to changes in your usage patterns (which aren’t always easily spotted). Can you think of any reason why you might have used more than you expected recently? Common factors might be a colder than usual season, buying a new appliance or a change in circumstances (ie. working from home). It’s best to take these factors into consideration when trying to explain a sudden increase in usage. 

 

If you haven’t already got a smart meter then I’d say this is the perfect time to get one installed! Get your free smart meter installation booked here.  Not only are new meters more accurate, they also allow you to monitor your usage over a half-hourly, daily or monthly view with some handy usage graphs on the usage page of your online account or OVO app. Using these you can pinpoint when exactly your usage peaks - this can really help us get to the bottom of what might be causing the increase - notice a spike at exactly the time your immersion heater is set to come on? - this might explain things! 

 

I’ve got high gas usage, should I check my boiler?

 

The most likely cause of an unexplained increase in how much gas you’re using (and it’s always worth checking your usage against the same period last year, as it’s very seasonal!) could be down to a faulty gas boiler. A boiler which is older or potentially faulty can use more gas to achieve the same heat output. If you’ve got the OVO Homeplan, an annual boiler check is included to make sure your boiler health is checked regularly. If you don’t have this, it might be worth considering contacting a gas safe engineer to make sure your boiler’s in tiptop condition.

 

What’s the best way to locate an energy guzzling appliance?

 

Worried that your electricity usage seems high? By checking the usage of each circuit you might be able to find out the particular appliance which is the culprit. The meter will need to have decimals showing in the reading for this test to be useful:

  1. Leave the main breaker in.
  2. Turn off all individual circuits (on the fuse board, for example).
  3. The electricity meter should stop clocking usage. If not, there could be a short in the fuse/breaker panel box or an appliance connected without fuse/breaker protection. An electrician will be needed to investigate this.
  4. Turn on one individual circuit.
  5. Watch to see if the electric meter starts to clock usage.
  6. Turn off that individual circuit and turn on another one. Again, watch to see if the electric meter is clocking.
  7. Repeat step 6 until all individual circuits have been checked.

You’re looking for a circuit that causes the meter to clock a lot of usage, compared to the other circuits. There could be a problem with an appliance or a connection on that circuit. We’d recommend contacting an electrician to check the appliances on this circuit - particularly if there are any old or potentially faulty appliances plugged in.  Find out the average usage for each appliances on this great guide and some great energy saving advice on the Centre for Sustainable Energy.


How do I perform a Creep Test on my electricity meter?


If you’ve been unable to get to the bottom of an increase in our usage by locating a greedy appliance, the next step would be to carry out an initial check on the accuracy of the meter with a ‘Creep Test’. To carry this out: turn off the power to your fuse box and check if the meter continues to clock. If the meter clocks (more than 1 - 2 units which could be down to residual power in the wires)  then it's either faulty, or clocking someone else’s usage.

 

If your meter is in a communal meter cupboard, sometimes the meter details can get mixed up. Firstly it’s worth checking the meter serial number on the meter matches the serial number registered on your account. You can see this on the ‘Meter readings’ page of your online account:

 

Exact appearance may vary

 

Even if the meter serial number matches, there is a chance that your meter details have been mis-registered. If you suspect this might be the case, contact our Support Team who can arrange a ‘fuse finder’ to confirm which meter is clocking your usage.

 

How do I book a Meter Accuracy Test (MAT)?


Completed a ‘Creep Test’ and seen a possible fault? The next step would be to book in a ‘Meter Accuracy Test’ (MAT), by contacting our Support Team.

 

As the MAT involves an engineer visit, there’s an upfront charge to get this arranged, which will be reimbursed if a meter fault is confirmed. A meter is considered faulty if it’s clocking at least 2.5% faster or 3.5% slower than it should. It’s worth considering all other possible causes for a usage spike before booking in this appointment as we can’t guarantee the results, and the cost of this test won’t be refunded if the meter is clocking within the above tolerances. If the meter is found to be faulty, we’ll replace it and re-calculate all the statements issued since the meter fault began. These statements will be based on your average usage, or your usage with the new meter. 

 

Hope this helps get to the bottom of your meter accuracy concerns. Have you noticed a recent spike in your usage and need help working out why? Comment below as we love to help you investigate! :relaxed:

 


124 replies

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Hi @fatbloke88 - I’ve read through all of the discussions above, and I think we don’t have enough information to resolve this issue.

The nature of the excessive-usage is sporadic. We can’t detect any pattern from what you’ve observed.

I think the sequence of testing each ‘circuit’ individually, as @Jess_OVO suggested above is the best advice thus far.

 

Unlike you, I have a grid-connected device (a PowerVault Storage Battery) which produces usage graphs based on intervals of about 1 minute. This enables me to decipher the normal pattern of usage which is typical of my house:

The freezer and (two) fridges form part of the ‘base-load’ which hovers around 800w.

But the high-power devices such as kettle, microwave and power-tools clearly stand out above this line.

 

This is quite different from the level of detail which can be obtained from a Smart Meter, which collates half-hour averages, or an IHD which displays 3 or 4 snapshots per minute.

 

To gain an overview of what’s happening in a house such as yours, we need a mains ‘meter’ which acts as a data-logger. These monitors exist and can be fitted into any or all of the circuits fed by a Consumer Unit.

Here’s such a Smart Monitor which I’ve had fitted into a new circuit that charges my EV

 

In this case I still have to push the button and manually read the display. But it presents me with a wide array of data: Voltage, Current, Active Power, reactive power, power factor, frequency, Total Energy kWh etc.

 

There are also similar meters which use a MODBUS data-network. This is an ‘industry standard’ 2-wire network which allows multiple meters to be connected to a Modbus TCP adaptor, and thence to a computer or cloud-based storage.

Such a Modbus meter can cost between £25-50 (plus installation) and can monitor over 40 electrical parameters at pre-configured intervals as small as one second.

The problem is that they can create vast volumes of data which then needs storing and analysing!

 

Over the past six months of dialogue with OVO I’ve realised that they know very little about the normal patterns of energy usage in our homes!

This seems odd when they are increasingly giving us advice on how to save energy.

It’s even more of a knowledge-deficit when you consider that their Kaluza division is developing the Flex Platform to remotely control high-power devices in the home, and a new Billing System to provide flexible Time Of Use tariffs.

Those algorithms really need to take into account the ‘normal’ pattern of usage. And that means OVO must somehow create a knowledge-base of what electricity usage looks like now - a reference-point from which later changes can be detected.

 

In your case such a knowledge base would enable us to detect the abnormal usage which now seems to be afflicting your system.

Indeed, in future the Billing System could in theory notice the anomalous pattern change and send an alert to you and an OVO technical support engineer to tell you that something is going wrong!

To me, as a fellow consumer, that’s when I start believing that the Smart Meter has progressed to the first rung on the ladder of ‘being smart’!

 

Whilst I may not immediately be able to diagnose what problem is affecting your site, there are two ‘solutions’ which OVO needs to explore. I’m putting them here so that the Forum Moderators can ask the relevant in-house staff to read this post!

 

1: To the Smart Meter Team: Is it possible to write a piece of diagnostic code to be downloaded into a customer’s Smart Meter which could log current-peaks over a period of 30-mins and deliver these back to OVO ?

Thus, instead of requiring a MAT test, the first stage would be to ask the meter itself to check actual usage every 30-secs, utilising one of the spare tariff-slots which currently do nothing! Those 60 readings can then be compared to both the daily costs which you are being charged, and a knowledge-base of ‘normal usage’.

It’s not ideal because it uses the same meter, which may be faulty of course. But it’s a huge step in the right direction.

 

2: To the Smart Home Team: amongst the 500-odd trial sites which you’re currently running, find some customers who would be prepared to have some Modbus meters fitted.

This would allow you to build the knowledge-base which will be required to generate smart algorithms in the Billing System and Flex so that you can start to deliver the tools us customers require to save energy, provide fault-analysis and help us combat Climate Change.

 

Over to you @Jess_OVO and @Tim_OVO !

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@fatbloke88

I am no expert… I really am not... 

I would just add one of our fridge freezers has struggled during the hot spell and i am sure used a bit more electricity. It is a built in model in the kitchen and in hindsight i am sure not in a great place quite close to vertical/horizontal plumbing pipes and quite close to double oven although not directly next to it. Lesson learned. It was an A rated appliance when we bought it, but given there were A+++ devices at the time the ratings were pretty meaningless in hindsight i see.

I see ratings have recently changed. Our electricity usage hasn't changed much from what i can see over the last few weeks but always difficult to know. 

Anyway. I have a couple of wemo insight smart plugs, had them for many years as there wasn't many smart plugs until more recently. It provides power consumed info as well as being a regular smart plug. Am sure there are much better makes and models now, can't say i would recommend the wemo ones now. For example something like this, 10.99 on amazon as I type. 

https://www.amazon.co.uk/dp/B08LZWBTR6/ref=cm_sw_r_cp_awdb_imm_dl_38138A428WWSK4V8SHR7

I only really use our old smart plugs for security to turn lights on when we are away these days. 

If you think it might be something like a fridge freezer issue perhaps getting a smart plug that measures kw usage might help check? You can always make use of the plug elsewhere later. They may not be super accurate but i don't think that matters. You would need to check the smart plug would work with something like a fridge freezer. You may find someone with a smartplug that measures energy consumption you could borrow? 

 

 

 

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I substantially agree with what @Tim_OVO  has just written.

In particular:

1: Taking a case through to the Office of the Energy Ombudsman is not quick. I’ve taken two cases there in the past (not as an OVO customer!) and it took months before a formal Decision was issued. There’s a lot of ‘paperwork’ which has to be gathered and then cross-checked.

You probably won’t know this, but OVO uses Morrison Data Services for customer meter data. So the Ombudsman would be checking some details that us customers would never normally know about.

 

2: The Ombudsman does not replace OVO in deciding the outcome of a complaint. A customer’s case still uses the same OVO staff and processes to find information, but with external scrutiny.

 

3: Energy usage and billing are linked, but are not the same thing. There can be errors made in usage data and yet the bills could still be correct. Us customers have great difficulty getting our heads around this. It’s the main issue that prompted @Simon1D and I to start looking at the calculations last year.

 

4: A case like this may have been initiated by one single event, such as an incorrect meter reading. But it’s usually not that simple.

Invariably there will have been a ‘correction’ made somewhere, but possibly not in the way which the Billing System was expecting. It can take a long time to trawl through and discover where a well-meaning member of staff has attempted to get an account ‘corrected’.

The way in which ‘corrections’ are applied is something else which @Simon1D and I are exploring!

 

5: The Ombudsman route is non-confrontational. It doesn’t provide redress against an Energy Supplier. It simply brings in some scrutiny whilst everyone is working together with the same aim… to make sure that the billing is correct.

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Just to step in here, as we’ve mentioned previously we can’t comment on the specifics of @fatbloke88’s billing accuracy here, as we don’t have access to their account and as this has now been referred to our Complaints Team, a dedicated complaints agent will be assigned to discuss the details with them directly.

 

I am keen to put to rest any speculation as to the accuracy of the information stored or sent by smart meters, so @Simon1D just to reassure you I have already forwarded your comments on to our Smart Metering expert so we can get the full lowdown on exactly what goes on behind the scenes. There are some very strict and clear rules about what the meter does and how it stores things. We need our members to trust the data as that's the key driver to them using the energy better and reducing their carbon footprint. So LOTS of work has gone into all this to make sure it's right.

 

I’ll be back with a full update once I hear more. :thumbsup:

 

And just to add - 

 

 

a: an OVO installer, like @Chris_OVO can be sent to site to replace just the ESME or just the Comms Hub. Suppose that happens at 10:30 and the next data-request from DCC isn’t going to occur until 00:20, what data has to be recorded at that point from the unit being exchanged?

We must assume that the unit being swapped-out is broken and unable to be interrogated. The Installer has the ability to directly contact the S2-team in Bristol who can issue a SMETS-command via DCC and they have their own Enigma software (on a mobile phone) which facilitates pairing etc.

 

 

I’m guessing @Transparent meant to tag @Lukepeniket_OVO who is our resident Smart meter installer - Chris_OVO specialises in all things EV :red_car:

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I think this comes back to something we asked the software developers to address over a year ago.

There needs to be an ‘indicator’ such as a colour-change on the usage histogram for

  • an estimated reading
  • an automated correction (such as a Smart Meter communication being restored)
  • a manual correction

It is inevitable that such entries will continue to be required within the billing history, and there is no good reason to expect that customers should contact OVO to ask why!

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Thanks for updates @fatbloke88 

Answers in no particular order:

 

1: You can’t take any issue to Ofgem. They’re the industry regulator.

If you exhaust the complaints procedure with OVO (unlikely), then you have the option to take your complaint to the Office of the Energy Ombudsman. OVO have a very high rate of complaints resolution, and they score highly on the  Ombudsman statistics for that aspect of customer service.

 

2: Repeating identical values within the Billing System usually indicate that there have been days of missing readings. When the next actual reading occurs, the usage is apportioned equally across the preceding days.

Note that this is not the same concept as an ‘estimate’. This is simply the mechanism used to assign genuine usage.

 

3: I’m going to defer to @Simon1D for comment on the different date format being used at the beginning of Oct’20. He’s been actively researching the issue of ‘missing data’ and may have observed such a phenomenon before.

It’s a bit too easy to assume that those 9 days where the figure was negative are to correct the obviously incorrect consumption reading of 2526.1 kWh for 30set20. But the maths doesn’t work, as I assume you already realise.

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That’s understandable @fatbloke88 

A: has your complaint to OVO reached the 8-week time-point when the Office of the Energy Ombudsman will be allowed to take a look at your case?

B: please ensure that the Ombudsman has the link to this topic here on the Forum. It will help to clarify a lot of the more obscure points as to why the error has actually affected  the amount you’ve paid.

This is important because I can’t think of another case here when meter readings being sent to the new Billing System has been anything more than incorrect usage being recorded.

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Hi @fatbloke88 and thanks for keeping this thread updated with the latest. 

 

I need to step in here as there’s some advice in @Transparent’s latest comment that might not hold water. Let’s take a step back to make sure you’re getting accurate, realistic advice to solve your OVO problems:

 

  1. OVO needs to ensure you’re billed correctly, neither underpaying or overpaying for your actual usage, represented by meter readings shown on your monthly summaries. It’s so important that you have confidence with these charges, but of course that’s not to be mistaken for other features such as the online usage sections. Fortunately I’d say it’s pretty straight forward to make sure your charges are correct, unless we’re dealing with things like a faulty meter, but even in these edge cases we’ve had plenty of previous experience at billing customers. It’s what we do. This takes me onto my next point:
  2. Our complaints team would be happy to outline these charges to you in detail, if necessary at the request of the Ombudsman. Historical usage, pre/post meter exchange, you name it. We’ve got it on file. Either way your problem would be solved by OVO as we would have access to your usage data, history and so on. It’s worth making sure the Complaints team have had a chance to resolve this first. Ombudsman complaints add weeks to your resolution.
  3. From what you’ve described, I’m really sorry to hear that OVO advisors may not have actioned the issues you were describing by taking steps to have this looked at. Perhaps a complaint wasn’t logged when it was supposed to, perhaps a request wasn’t actioned or wasn’t sent to the correct team. No one on the forum is able to comment on this as you can imagine, but I do know that mistakes happen, and we’re always happy to have an opportunity to put them right. 

As a result, please reach out to our Support Team when you can, perhaps linking them to this comment of mine (here), so we can make sure your doubts around your billing and charges are raised and escalated as a complaint, if not to the Complaints team, then initially to a line manager. That way we’ll be on track to getting this resolved for you. 

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Update: We have received 2 emails from the billing/complaints team (not sure which). Unfortunately I’ve had to reject both of them as explanations or closure and ask for a more detailed explanation. The reason is that when I’ve checked my consumption as shown in my OVO the consistency and regularity of consumption since Mar 20 is astonishing despite the the team telling me us that they have meter reads from our meter for the period in question, see below;

 

 

The points I have raised are identical values for many days at a time and the consistency of the data changing on the 10th monthly. This simply does not look like a normal consumption pattern. Or am I missing something? I am at a complete loss to explain the exceedingly high value on 30/09 I notre that there has been a correction in the days following but I’m fairly sure our meter did NOT give those readings… The above data was taken directly from My OVO.

 

For reference you can see in earlier posts the daily fluctuations in consumption but for ease I’ll display the latest data below;

No two days are the same consistently and certainly no periods of regular consumption as shown above. This data was taken by me directly from the SM at varying points in the day normally before 10AM. Any gaps are where I was not in to take the reading.

 

What am I missing here?

 

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That’s very well presented. Thank you @fatbloke88 

I wonder if 10th of the month is the anniversary date of the start of your contract?

The Billing Software might be programmed to apportion errors and missing readings at that time in order to generate a bill which meets Ofgem’s licence requirements.

I still think this upper chart demonstrates a muddle between meter reading to create a usage history, and the data required to make a bill. It’s ended up showing a pattern which lacks clarity for the customer.

Anything to add to this @Simon1D ?

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That’s very well presented. Thank you @fatbloke88 

I wonder if 10th of the month is the anniversary date of the start of your contract?

The Billing Software might be programmed to apportion errors and missing readings at that time in order to generate a bill which meets Ofgem’s licence requirements.

I still think this upper chart demonstrates a muddle between meter reading to create a usage history, and the data required to make a bill. It’s ended up showing a pattern which lacks clarity for the customer.

Anything to add to this @Simon1D ?

There’s a lot I could add, and little would be polite. I’ll try to keep it brief, but that’s always a losing battle with my posts...

There is no need for Ovo to create a usage history: that’s called making stuff up, and I flat out don’t believe that Ofgem licensing would require that. In the absence of time of use tariffs, billing needs readings, no more no less: an opening reading at the start of the billing period (which is always, by definition, the same as the closing reading of the previous statement), and a closing reading, whether smart or taken by the customer (or by another human whose job is reading meters) or, as a last resort, estimated by Ovo. The basis of Ovo’s estimates is what I have come to question, given their inability to process “usage” in a way that accords with physics. @fatbloke88 has his own experience of the nonsense of negative usage.

In this case, I suspect that we might be seeing the potentially catastrophic interaction between bad processing of usage data (it’s bad because it leads to nonsense) and a faulty meter.

But I would need to look again at all the data that @fatbloke88 has already posted in this thread before suggesting that a faulty meter is the “probable” cause (in the opinion of this amateur). I’ve already commented earlier in this thread about the regular weekly pattern of implausibly small day-to-day variations, and the abrupt step changes in usage that happen on the monthly billing date. I know exactly how to generate such nonsense (this is different from the nonsense of negative usage - it’s a matter of attaching false significance to random variations).

I will look again at the earlier data, but this will take me a little time.

Back in a bit

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There’s a lot I could add, and little would be polite.

Wood this help?

there are times when estimates aren’t helpful

 

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@Simon1D  wrote:

The wages of sin is death

or

The wages of sin are death

Fortunately this historic translation issue can be checked!

As it’s in the letter to the Romans, the original language would be Latin.

But both Wycliffe (14th Century) and Tyndale (16th) were translating into English clandestinely, using whatever manuscripts could be smuggled out of an abbey scriptorium at night and returned at Lauds the next morning.

The texts might be in Greek, Latin or Hebrew (OT) and verse numbering wasn’t much in evidence. Capital letters and punctuation weren’t generally present either!

The literal Latin for this phrase is stipendium peccati mors est…

but the Latin Vulgate more properly has

stipendia enim peccati mors gratia autem dei vita æterna…

There is no est (is). The translator infers this from the second half of the verse “but the gift of God is eternal life”.

Due to the way in which the English language versions emerged, they are least likely to agree with all other Bible translations in the world! We have a good 500 passages where the verse numbering varies from other languages, let alone the text!

 

The manner by which we are now trying to understand how usage data is derived from meter readings suggests to me that Wycliffe and Tyndale are alive and busy working for Kaluza.

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Mea Culpa! Yes, I meant @Lukepeniket_OVO 

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... I am picking useful insights into meters and what they do along the way ...

Which prompts an obligatory health warning from me:

Anything I might say about what smart meters (and Comms Hubs, and the IHD6-CAD-PPMID that I have ) can and can’t do is usually an extrapolation from what I’ve observed them to do and what I have observed others (Ovo, Hildebrand, et al.), starting from smart meter data, to actually do (rather than what they claim).

  • Aside from anything else, that’s partly why @Blastoise186 and @Transparent can so easily slip in their enviably polite corrections when I get things wrong :-)

    (I don’t mind - getting things wrong is an occupational hazard that comes with a readiness to extrapolate and hypothesise on the basis of incomplete information. The theorists’ dilemma.)

    BW

  • Call me a phenomenologist, if you like, this theorist won’t take offence. Or at least, not much ...

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    I think the ‘rule’ is this:

    When correct readings are accepted, these are applied to the usage data going back in time until a day is reached when an actual reading was obtained

    ….

    b: it annoys the hell out of @Simon1D who is left trying to analyse historical usage containing negative gas usage :confounded:

    :-))

    If only Ovo’s “rule” were as rational as you suggest, @Transparent … As you have previously noted yourself, Ovo are apparently no longer capable of making estimates that lead to usages that respect the "sum rule”. (I mean, estimates that ensure that the sum of usages between the two most recent actual readings is correct. None of the negative usages Ovo presented to me achieve that.)

    TBH, I’ve long passed beyond annoyance and have reached a zen-like tranquillity, which comes from understanding, for myself, how to make optimal estimates (of readings and usages) in the absence of actual data from the smart meter.

    Along the way I have learned enough about the process of estimation to have a good idea (so I believe, anyway) of what are the various mistakes and omissions that are probably leading Ovo to come up with such silly estimates. Including that bizarre weekly pattern in the data that @fatbloke88 just posted - I’ve seen that one too.

    I believe that negative estimates of usage come about when Ovo’s model of seasonal variations in usage has a large difference, summer to winter, and the customer’s summer usage is low: if Ovo make the mistake of taking their model too seriously, their algorithm “thinks” that recent low usage is “too high”, and compensates for this by estimating a reading which is only possible if the most recent (missing) usage is negative. Whether one says the algorithm is stupid, or concludes that its author was careless, or somehow lacking insight into the problem they’re trying to solve, I don’t know (or, really, care). Perhaps the algorithm has Machine Learning at it’s core but, whatever the details, it boils down to Garbage In, Garbage Out.

    If Ovo are interested to do better they will, at some point, be able to download some python scripts from my github area. Scripts that do the right thing, and can be used to demonstrate the robustness of good estimates to the deletion of readings and/or usage from a reference test dataset (my own data - it’s fairly complete, but it’s the work of moments to go in and modify it to remove a lot of intermediate smart readings and see how badly the estimates can go wrong. Or not.)

    If Ovo aren’t interested, well, that would say it all. But don’t go looking for it yet, I’m still coding…

    BW all

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    ...

    We are still trying to get to the bottom of this.

    FWIW, and without any knowledge of what’s really going on in the present case. I am now confident that I have plumbed the depths, sniffed around the Mariana Trench, so to speak. And am now in the process of putting together a working demonstration of how missing data should be handled when it comes to making estimates.

    I’ve actually learned a fair bit in the process.

    Cheers all

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    You recall we were offered daily readings last week or so I think, well despite saying yes and actually chooing the HH option it appears that the meter is still not sending readings through!!

     

    I have entered readings virtually every day since and every day I have lookeds to see the message “we are collecting your readings automatically” and it has not yet appeared..

     

    Ho hum anoyther call to CS and yet another complaint I suppose, not looking good for your stats is it @Jess_OVO@Tim_OVO ??

    Your comment, @fatbloke88, reminds me that when I’ve had the “pleasure” of noticing negative values in the list of daily usage figures I almost always found, on looking at the HH figures for those days and adjacent days, that the HH data were absolutely fine. Rarely any missing values, and plenty of evidence for what I knew to be a consistent level of consumption.

    It’s as if the HH data are completely ignored by Ovo’s system when it comes up with estimates for daily readings. I wonder if these behaviours are relevant here too?

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    Hi there @fatbloke88 !

    This sounds rather weird, especially if you’re sure that you’re not using more than you expected. But I do have some suggestions that could help.

    You might want to check out this thread to see if it helps in your case.

    In particular, I definitely recommend doing a Creep Test to see if that identifies a possible meter fault. You can do this yourself and there’s no charge to try this. If you spot any issues as a result of the Creep Test, feel free to let the Support Team know and they’ll be able to discuss further steps with you. But please make sure to safely shut down everything before you start the test - especially sensitive electronic devices!

    I’d also recommend switching your meters to Half-Hourly Mode and then keeping an eye on your usage data in MyOVO as this might help you figure out what’s happening, especially in conjunction with OVO Greenlight once you’ve got Half-Hourly usage data coming in.

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    I found myself re-reading some of the thread following the post to which I just linked. It’s sad, but I wonder if we were within an ace of getting the Ovo technical people to explain themselves, here (apologies for linking to the Tech Treehouse, a closed part of the forum) but the key quote, where Tim is relaying a comment from them, is

    With hindsight, I regret not latching on to that offer. I wonder, @Tim_OVO - do you think we might get more info? (if only in the privacy of the Tech Treehouse).

    Instead I launched into an explanation of how I thought estimating should be done. Bad move by me. Focus. I need to focus more, and better...

    Userlevel 7

    Glad to hear our Support Team managed to get to the bottom of things in terms of the difference between readings you were taking manually and those being received automatically from the meter, @fatbloke88 .

     

    If there were previously 2 registers on the meter (even if one is no longer active) there’s a slightly different method for taking readings. It could be that there were storage heaters in the property previously which have since been removed. Find out more about taking a smart meter reading manually here.

     

    In terms of your usage increases over the past year, again without knowing exactly what’s been plugged in and using energy it’s a difficult one to answer. Not sure if it could just be world events which kicked off around March 2020 which might explain things? Now that you’re keeping an active eye on things going forward (and the best place to do this is the usage pages of your online account or OVO app - download for Android or iOS) you’ll be able to spot any inconsistencies much quicker.

     

    Hope you’re able to see some more expected usage figures - as ever pop back here if you do need any further general help. Whilst we’re not able to access your account we may be able to advise of common issues or getting the best out of our online tools. :ok_hand:

    Userlevel 2

    Interesting update:

    according to the consumption chart on my account the consumption values seem to have dropped depite them still not getting meter readings. They were suggesting readings of around 30kwh pd but now look much better.

     

    Q how can this be without OVO receiving a meter reading?

    Q why are the last 3 days back up at 30?

    My readings suggest less than 20kwh pd

     

     

    My readings all backed up with photographic evidence; The red values are total consumption since SUPER HIGH READING and the green are the differences between reads. Note the times vary wildly so read dates times to get a full comparison.

     

    Userlevel 7
    Badge +4

    Hmm... looks like estimates to me, but I'll take a deeper look at this in the morning. 

    Userlevel 7

    Hi @fatbloke88 yes as Blastoise mentioned, we do populate that online usage graph with estimates if your smart meters fail to send us that day’s consumption. From your earlier post you mentioned that enrollment and adoption to the DCC ‘S1+’ is preventing communication with your smart meters?

     

    If that’s the reason, it’s odd to see those 3 days of higher usage on the 27th, 28th, 29th. But from what I can make out of your spreadsheet screenshot, the usage indicated in the actual readings seem to match this. Are we sure these meters aren’t sending us your readings? 

     

    Userlevel 6
    Badge +1

    But I would need to look again at all the data that @fatbloke88 has already posted in this thread ...

    Back in a bit

    A progress report. As a first step, I just collated all of FB88’s contributions to this thread (even missing out contributions from the rest of us, that’s 26 pages worth in my OpenOffice Writer document - rest assured, I’ll never print it). Quite apart from the data, which I will look at again next, I am struck by the humbling combination of politeness, co-operation yet dogged persistence shown by @fatbloke88 throughout this saga - I take my hat off to you!

    Right, a quick ride to the shops, then time to look at the data…

    Back this pm.

    (Nice joints, @Transparent!)

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