Meter readings not updating account balance

Hey @madhouse,

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.

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? 

Hi @dannimay91 , do you have a smart meter and do any smart readings show on your usage or meter reading page?

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I can’t say why the information you find is out of date, but I’d like to point out that even as a tenant, you should be the account holder, not the landlord if he’s not paying the bills.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.

I have had this exact issue since beginning of 2022! That was when I had smart meter installed which was never able to function properly and only out of the blue, 3 days ago i suddenly had a reading on the ovo app that said “smart”, this is after more than 2 years! I have already complained to ovo about this issue because I had a huge backdated bill because of it, they called me also to try and organise a smart meter engineer, then guess what, they cancelled that appointment on me last minute! How can this be an issue for more than 2 years and still not be sorted? I didn’t even choose to go to ovo, sse moved everyone to ovo, the whole experience has been quite frustrating to me!

Hi @pinkfloyd198,

I’m sorry to hear this.

Has the meter sent any other readings apart from the one 3 days ago?

I’d have to advise you to contact Support so that they can book another appointment for you. Unfortunately, this is not something we’re able to do via the forum.

If you didn’t get any notice before the appointment was cancelled, you may be entitled to £30 compensation for every missed appointment and another £30 compensation if the £30 is not paid within 10 days under the ofgem rules.

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