No electricity usage on my latest bill - only standing charges on my online account?

been in touch with them, they hadn’t a clue and needed to transfer it to another department! This, I am told, could take 47 working days! I suggested they’d do something about it a damn sight quicker if I owed them money rather than having a credit balance built up over the summer.

Im on standard meters, and submit readings every month.  I noticed a while ago that my balance was increasing each month and I was no longer getting messages regarding changing my DD every few months.  I looked at my dashboard and it showed amounts that looked about right for gas and electric, but when I looked in detail at my bills, ovo have only been taking the standing charge part of my gas payment each month!

II’ve been in touch with ovo, who firstly flagged it with the billing dept, and I heard nothing.  I asked again, and was told it had been passed to the write off team but I still heard nothing.  I asked AGAIN only to be told that the back office team are investigating and would be in touch ASAP...still nothing.

Is anyone else having a similar problem, or had this problem in the past?  

Hi @MalvernMom

Welcome to the customer forum, i am just a customer like you. 

We have seen similar issues with either gas or electric where bills stopped updating usage but meter readings were showing online. 

Here is one for example

There are a few things you could check listed in the thread.

OVO can only back bill up to 12 months.

The mention of a write off team makes me wonder if ovo will write off the missing charges.

Have you tried raising a complaint? You could ask for a deadlock letter so you could get the Energy Ombudsman to help you. 

https://www.ovoenergy.com/feedback

Have not been charged for electricity since 2nd Feb although meter reading are up to date.

Hi,

You’ll need to talk to OVO for this one: https://help.ovoenergy.com 

Hi

SInce July my electricity acount with all the usage and payments and bills not appearing on my online account. Where has it gone? have checked my acount number and its correct. 

I then get threatening emails to say I owe such and such which I then pay. Has anyone else had this issue and how do I resolve it. Thanks 

Hey @Chantal,

Sorry for the issues you’re having,

We don’t have access to your account here on the Forum, i’d advise contacting the support team for this one.

I had Smart Meters electricity installed on 1st March with SSE. In August I got my first OVO bill. Since then I've not been charged for electricity just the standing charge, it is now over 4 months since the change over.

I can see my usage on the website (though strangely not in the app), so I know the meter readings are going to you, and obviously my DD credits are accumulating, so the lack of statements is not a major issue, but presumably I ought to be getting them at some point .

Also our 'dumb' meter is showing peak rate when it should be showing off-peak, and off-peak when it should be showing peak. 

Your comments please!

@pegem , it’s worth checking on the web if those usage figures are smart or estimated. 
For your peak/off-peak set up, it would be worth getting this reconfigured via Customer Support. 

Smart, it appears that OVO are working on correct figures , it's our Not so smart meter that's showing the wrong readings!

Ok, so the IHD (In home display).

I'm not sure how these perform on dual rate … someone else will

On Dual-Rate, the IHD will usually show whatever the meter is showing for the current tariff rate.

The daily calculations will factor this in.

The IHD gets tariff data from the meter, which gets them from OVO. This is for information only; all that matters as far as billing is concerned is that the meter registers (peak and off peak) are recording at the right times and the daily readings are being transmitted accurately to OVO. So if you’re happy that the offpeak register is clocking overnight and the peak one during the day, you’ll be charged the right amount. It should be fairly simple for Support to send the right tariff data to your meter if you ask them nicely.

‘Billing-on-hold’ is apparently not unusual after a new meter is installed, but it shouldn’t take eight months to come right! Again, Support may be able to help, although they will probably only be able to pass your concern on to the billing team and hope for the best. That team is clearly under pressure at the moment (I’m in the same sort of boat), so it may be that it’s cases where no bill = no money coming in that are draining their resources. 

Let us know what Support say.