Missing meter reading history

Hey ​@tim123,

Welcome to the Forum! 

Have you tried updating your app to the latest version? You might be using an older version, which could be causing some bugs. If you can share a few screenshots of what you're seeing, it would help us better understand the issue and provide support. Please make sure to obscure any personal information in the screenshots. Thank you!

I don't use the app

I access my online account via the web access from my desktop.

Since noticing that this summary page has changed, I have manually added 2 readings,

Yet the summary still says. “There are no previous meter readings available for this fuel.”

Fortunately the current billing page does reflect these readings.

Morning ​@tim123 and thanks for your post.

This is really strange. Please could you let me know what browser you’re using? 

Please could you try the following:

• Log out of your online account
• Clear your history, cache and cookies
• Visit https://my.ovoenergy.com/login on a Google Chrome browser (you can download Chrome here). Our online services are designed to work with Chrome.
• On the log in screen click ‘set up account’
• You’ll then be sent a link containing a link from which to set a new password
• Once you’ve set a new password you’ll have access to the online account again

Try these steps and let me know if you can see the meter read history. 

Cheers!

​@tim123 what does it show you if you untick ‘Hide estimates’?

Is it perhaps listing your manual readings as being estimates?

No, I have tried all that and it still isn't working

I am using MS Edge, I have tried it on Firefox and I have tried on my mobile with Chrome

and all of them report:

 “There are no previous meter readings available for this fuel.”

I'm off on holiday this afternoon so I'll have to leave it there and see if the techies at OVO can fix it whilst I am away.

Morning ​@tim123,

I hope you have a nice holiday! 😁.

Please let us know how its looking when you get back. If it hasn’t been fixed we’ll see what we can do for you.

Cheers!

Hey ​@tim123 

How did you get on here? Has the website updated or are you still experiencing issues with the reading history?

Hi 

I just wanted to say that my account is doing the exact same thing for my gas readings all exactly the same as the customer has said 

Hey ​@Customer 11, 

Have you had a chance to chat with our Support Team about the issue? We want to help, but we can only do so much with account-related questions here in the Forum. If you reach out to them using the contact options below, they’ll be happy to look into why your readings aren’t showing up. 

Mine is doing the same. It looks like this issue is possibly widespread.

When I view the current billing period, the meter reading I submitted is displayed. So I think it’s just a problem with the meter readings page. I was worried my meter reading didn’t get through.

Hey ​@rusty.irussb 

I’m sorry to hear about this. I checked with a team member and this isn’t a known issue but they have given some recommendations for the next best steps.

As it’s an account specific issue you’ll need to raise this to the Support Team to see if the issue is fixable on their end. If not, they'll be able to raise a case to our IT team to resolve this. 

Do let us know how you get on.

It's the same for me too, I contacted support two weeks ago, they said there's nothing wrong their end but they would look into it apparently...

OK

back from my holiday,

and everything is now back to normal.  But it was wrong for quite some time, I did check a couple of times  whilst I was away.

Hey ​@DJR 

Sorry to hear this, are you seeing the same error too as the above screenshot?

 

Hey ​@DJR 

 

Sorry to hear this, are you seeing the same error too as the above screenshot?

 

 

Yes, it's the same for me on the website.

On the app however it says "last reading 3rd Jan 2023", but when you click on reading history is it shows readings up to 2nd March 2024.

Hey ​@tim123  ​@Customer 11 ​@rusty.irussb  ​@DJR 

Thank you all for commenting and flagging this, I raised it to one of the team who said, for the app, missing meter reads in history is a known issue should hopefully be fixed end of this month/beginning of November, however it should be fixed in web already. 

DJR I know yours is currently still not showing on the web as well as app, is this the same for anyone else here? tim123 I hope yours has stayed fixed!

If any of you could let me know so I can pass this to the team. 

This is now working for me in web. Thank you 👍 

Hi 

My readings are back now . Thank you so much for fixing it .

It's still blank on the website for me

​@rusty.irussb and ​@Customer 11 I’m glad to hear your history is looking ok now 👌.

​@DJR we’ve seen a few people with the same issue, and I’m waiting to hear back internally about this. I’ll be back in touch if I receive any further news.

I have exactly this issue on both app and browser. It states for gas only that the last reading was in 2023 which is 100% incorrect 

Does OVO have an eta on the resolution please?

Hey ​@Hammershus,

If you’re facing any issues, please reach out to our Support Team, and they’ll be happy to raise a ticket for our Tech Team to take a closer look. You can get in touch with them using any of the contact options in the article below. Thanks for your patience!

Does anyone know why we can’t see our previous meter reading submissions?  Or when they might be available again?  Thanks

Hi ​@kimf ,

99% chance that OVO Support can fix this - please contact them as this is likely account specific.