OVO app - meter reading submission(s) anomaly

Hi ​@KevinJH ,

It’s more likely an account issue. I’d suggest asking Support to take a look.

Same problem here 

I contacted Support yesterday and wasted an hour of my life with someone who was trying to help but said they were also trying to deal with two other enquiries at the same time.  Went all around the houses trying to explain the problem - which the assistant seemed to have difficulty in understanding - and ended up telling the person it was taking way too long to resolve and that I’ll be deleting the app until such time as said issue can be resolved.

I chatted with customer support online and found out that on their side

they can see all the meter readings in the system, so it must be a problem with the app retrieving the data. He promised to report it to the IT department and said it might take some time  To fix this problem 

That’s really good to know and I appreciate you passing this on, thanks.  Fingers x’d they’ll get this resolved 😉

Hey ​@KevinJH ​@Jakub 

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. 

Are you both having issues with this on the app only or via the web too? There’s a similar, ongoing thread to this one, like I mentioned I have raised both of these to the team but I’ve linked it below too as it’s not just yourselves impacted at the moment:

If any of you could let me know so I can pass this to the team. Hopefully this will be resolved soon. 

For me, the app hasn’t shown the latest gas reading in an age (last read date states 14th May 2014…..!) whilst the electricity one’s fine.

The website’s a bit different; site shows no previous gas reading history - even though I’ve today entered the latest one.  In fact the last couple of month’s the only way I’ve been able to submit a gas reading (and that has been acknowledged as being received) is using the ‘Chat’ function on the ‘Welcome to the Help Centre’ page.  S’all a bit messy I think…...

Just a quick update on this;

On the website, Electricity shows a small grey box with the last reading in, so that's all good.

Gas though shows nothing, just the meter serial number.  When I select 'View reading history' it states 'There are no previous meter readings available for this fuel'.  However, if you let page just sit, after about 3 or 4 minutes, the page updates itself and all the old readings suddenly appear !  Go back to the main 'Meter readings' page and still no grey box indicating last gas reading.....

hth

Morning ​@KevinJH I hope you’re well.

The app issue is known as ​@Abby_OVO has advised - I believe a number of IT tickets have been raised for this same issue so hopefully it’ll be fixed soon.

Regarding the web online account issue with the gas reading history - I’m unsure as to whether this is related to the app issue, but it could well be! If you wouldn’t mind, please could you try clearing your recent history, cache and cookies, and logging in again? Let me know if the issue still persists.

Please also let me know which browser you are using, and also please try logging in on a different browser. We recommend Google Chrome for online account use, as the online platform is set up to work with Chrome.

I look forward to hearing back from you, many thanks.

Hi Ben

As requested, cleared cache, cookies etc. (using Chrome as my usual default browser) and electricity and gas meter reading status was still as described previously.  Logged out then logged back in using Edge/Bing only to see the exact same display as when using Chrome.

Submitted my usual readings today;  electricity - no problem.  Went to gas and showed 'last reading not available'.  Entered the new reading which was acknowledged as being correctly received. Went back to 'Meter readings' and the latest electricity one was
displayed but the gas area was blank other than showing the Meter Serial Number.

This next bit is weird though; I selected 'View reading history' and again displayed no readings available but the page did refresh itself after about 30 seconds and displayed all the latest ones, including the one I'd just submitted today.  Checked again by going back to Meter Readings, selected Gas, View reading history - nothing.  However page refreshed itself after a
couple of minutes and all the readings (including today's) are there.....??

Hope this helps.....

​@KevinJH thanks so much for getting back to me with the info, that’s really helpful.

I’ve reported this internally and will let you know when I hear back.

​@KevinJH I’ve sent you a private message - please get back to me when you can.

Thanks.