Live billing, meter readings and understanding my online account

Hey @Maureen D,

Thank you for your question about THTC, 

You can find out more on our website:

We’ll soon be ending our support for some of our meters.

If you have a meter that’s affected, we’ll be in touch to arrange a meter and tariff upgrade to keep your heating and hot water working.

Or contact us now to arrange your upgrade.

Total Heating with Total Control

If your home is all-electric and you live in the north of Scotland, you could be on Total Heating with Total Control (THTC). It works best with electric storage heaters rather than gas, oil or wet electric heating.

With THTC you get two meters. One is for off-peak energy you use and the other records all your normal usage like lights, kitchen appliances and sockets. Just so you know, energy used on the normal meter costs more than our standard rate.

We also have an FAQ with more info:

Hope this helps.

Hey @Pilgrim2,

Welcome to the OVO Online Community,

I can see our Community Members have already given some helpful advice here, just wanted to add that we have a live billing system so whenever you submit a meter reading your account balance will update accordingly.

We have a great FAQ on this topic:

This is Not the case if it was the recent actual reading submitted would be set against the previous actual reading given and Not further back to the beginning of the billing period where the recent actual reading set against the an estimated reading. Even when you contact help line they stated it’ll balance in the next billing period. It should balance itself Now against the the two recent actual readings so it’s not a live system as some seem to make out   It’s only live if you have a smart meters which I can’t have at the moment So I’m not convinced 

If my opening balance is £5.16  debit for current period 9 th September-8th October then why has this opening balance suddenly increased to £9.07 debit now your current charges are separate from your opening balance so although your current balance will change during your current period your opening balance should stay the same if you haven’t made any payments and certainly should not increase 

Sorry @Pilgrim2,

I should have made myself more clear in the previous message, your online account balance will update accordingly. So you can see your balance up to date when you submit a meter reading. You’ll be able to see the submitted meter reading on your next billing period.

Hi Folks

Last few months account has been fine   However this has now changed and of course is now wrong again 

Received visit from Morrison Data Services wasn’t at home card in letter box regarding meter readings

This was 22nd March 5 days ago. I sent readings online on that day. I also sent readings to Morrison pointing out I did not require them to visit premises as I can do my own readings online and have accurate readings up to date   I received an email from Ovo customer care that this information that I did not require house visits and do my own reading from Morrison. 
they asked me for account details etc, so they could change account accordingly to reflect this. Shortly after another email from ovo stating they have amended the account so no more visits from Morrison required 

so on 22 nd March I put in my readings and balance of account etc, was as it should be. Keeping an eye on account a few days later I saw the same meter readings entered again but still stating the same date 22 nd March ie, duplicated I assumed it must be Morrison Data Services putting in the readings that I sent them despite pointing out I had submitted them   It didn’t seem to matter to the account as still all looked fine with a balance at that time was £42.18 so no changes 

On checking the account today my balance is now £254.95 in CREDIT ?Why my balance from today taking into account all accurate readings from beginning of this billing and readings submitted on 22 nd March and the 5 days from 22 nd to today 29 th with vat should be todays balance of £49.47 in DEBIT which is what it should be based on accurate readings vat etc, 

Also why this sudden credit as all previous bills since migration to ovo has been paid in Full day after billing period. Account was fine until Morrison data services and ovo customer care intervened 

If I contact Ovo who knows what they’ll do with the account next   How can a simple adding and subtraction IT  System get billing completely wrong on a regular basis 

so the dilemma is contact ovo or wait to see if it corrects itself although I doubt it will 

Since the above question I have looked at my bill since being migrated since September 2023

According to my billing downloads I started with being in credit accordingly I have been paying each billing period balance as after putting in each reading it comes up to a debit balance hence paying that monthly bill. 
each download since migrated states a credit balance since I have as said above paid each billing period as it always shows debit after submitting readings at end of each billing period. 

So unless there’s something I don’t know if I’m in credit as a result of paying each billing period How does it show a debt due after I have been submitting accurate meter readings 

im finding it a bit strange that at migrating I started off in Credit when I always only paid the previous bills prior to  migrating in full and in accordance with accurate meter readings  I’m afraid something doesn’t make sense unless there’s something I’m not aware off

Any ideas an account that doesn’t make sense can produce any type of billing in the future 

Well folks didn’t contact ovo. Checked online account today found that todays balance has resorted back to what it’s original balance of Debit and the £254.95 Credit has now disappeared on it’s own 

can any customer really trust Ovo Energy when they can’t keep their online accounts accurate and stable See what account shows tomorrow who knows 

Hi @Pilgrim2, 

I think this could be easily explained with a call to our Support Team. If you get in touch I’m positive they will be able to talk you through the balance.

We also have a lot of information on our Billing system here.

Keep us updated on what you find 😊

I have an account with OVO that was £130 in credit.  I’ve been automatically paying estimated electricity bills for the past year due to a fault with my smart meter.  My recent September bill showed a reading of 13255 and the bill has been paid.  Today (9 days later) I have given an accurate reading of 13288 and have just been charged £70.  That’s more than a month’s usual bill.  I can’t understand why 33 units difference has cost £70!!  I wonder if anyone could explain to me, in simple terms as the OVO staff member was less than helpful and put the phone down on me!