I always send my meter readings on the due date and then check my account to see whether they’ve been activated. I submitted readings on July 8. They still have not updated my account by today, July 11. Usually the updates happen within the hour. Anybody else not able to see how much they’ve spent in the past month?
Best answer by Emmanuelle_OVO
View originalI should add I have sent 2 emails about this to hello@ but so far have had only auto acknowledgements.
+1
Hi
You’ll get faster service if you use Live Chat via https://help.ovoenergy.com . OVO doesn’t accept meter readings via email.
Thanks, but I posted my meter readings through the online portal. My emails were follow-ups querying the lack of update, and then their subsequent lack of response.
+2
Thanks, but I posted my meter readings through the online portal. My emails were follow-ups querying the lack of update, and then their subsequent lack of response.
I visit the forum a lot as one of the regular posters
I haven't seen anyone post a similar issue.
Given no one on the forum can access your account you best options are live chat, phone or a direct message via the ovo twitter or Facebook page. Unlike this forum, there are ovo staff on the twitter or Facebook page who can access your account.
https://help.ovoenergy.com/#contact_us_container
You are unlikely to get a quick reply to any emails from ovo, so personally I wouldn't use that method. Of course up to you. OVO removed the email address from their main contact page a long time ago
Thanks for that. I don’t use Facebook or Twitter. I never see the livechat option on the website. The chatbot us useless. I expect Ovo to reply to my emails, as they have in the past. Or I will have to escalate to (another) complaint. However, my main problem is not only with Ovo’s lack of customer service, but mainly with the fact that my account has not been updated following my meter readings.
Correction
Have just seen the livechat button is operating. Will try that.
+1
If you use the keyword “Agent” the chatbot will directly go to putting you through to someone. It does the security questions upfront purely to speed up security checks and get you routed to the right place. But after that, a human will take over.
+2
Correction
Have just seen the livechat button is operating. Will try that.
If you post how you get on I am sure it will help other customers
Hey
Sorry for the experience you’ve had, is this sorted now? Did you manage to get through on Chat?
Not sorted. I spent about 45 mins on the live chat but the best the agent could offer was to get billing to review and send me a fresh bill., which would take several days. But I haven’t had a bill! And my account has still not been updated with the readings I provided on July 8, and now when I click through to “current billing period” I can’t access it but get an alert saying something like “there’s a problem blah blah”. I’ve raised a complaint.
Hey
Really sorry to hear this,
Raising a complaint sounds like the right thing to do in this instance. You can find out more about our complaint procedure on the website.
Hope this gets sorted for you soon!
I have now managed to pay my current bill online. Nobody has explained why the account didn’t update as it should have done.
Updated on 19/07/23 by Emmanuelle_OVO
It can take 24-48 hours for your account balance to update after a meter reading is submitted.
Hey
Glad the issue is sorted now,
I don’t have access to your account so am unable to say for sure. But typically when meter readings take a few days to update online it would be due to a tech issue or because the reading is lower or higher than we’d expect so needs to be reviewed by our billing team first.
It might be worth getting a smart meter installed so that your meter readings are sent in automatically. Check out the following topics if you’re interested:
Pop back to the Forum anytime if you have any further questions 😊
I‘ve no idea who or what “Carbon Cutter****” is. Is it abusive? Or what “earning badges” means! But for a variety of reasons I don’t want a smart meter thanks, and I’ve told Ovo so on many occasions.. I’ll probably move across to Octopus, they seem to have a good reputation. I don’t need any more replies, thanks.
Since Monday last week my online account isn’t showing accurate usage, most days it says that the data isn’t available and on the days where there is data it’s inaccurate (less than what it should be). My credit has hardly gone down all week, it usually takes off what has been used every day. I don’t know where I’m up to because I don’t know what my actual balance is, is anybody else having this problem?
+5
Hi
If so then you need to check with customer support. If not then there are no readings to put this information together. You could submit manual readings to get an update
I'm a tenant, so not the account holder, but am still responsible for paying for the electricity. I've set up a regular payment and, as far as I know there is plenty of credit in the account. I signed up to the ovo app so I could check that my credit never gets too low, however the balance showing is over two weeks old. How unhelpful and basically pointless is that?
I can’t say why the information you find is out of date, but I’d like to point out that even as a tenant, you should be the account holder, not the landlord if he’s not paying the bills. If you have your own meter, you should be able to get this set up quickly and easily. See this page for details: Setting up your gas and electricity in your new home when moving.
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