Like many other customers I am unable to see my usage in pounds as I could some time ago. This is very inconvenient as a pensioner I keep a close eye on my usage. I have contacted customer service via phone, chat etc to no avail, all they say is that it’s been passed to the technical team who will ring me!! They haven’t and it’s been a long time now. Any suggestions?
Best answer by Jeffus
View original
+5
Where are you looking
I’ve looked everywhere daily, monthly and yearly. When I rang customer service they didn’t know the answer either !! I do not hav3 the option to change from kWh to £ as I did previously.
+5
On your daily usage chart, you will not see cost .. it’s not an option.
On your monthly chart, you should have the choice to switch between them .. or are you using the app?
My layout is not like the one you show only have electricity on my app and no choice to change to pounds
This is my layout
I don’t have the option like you are showing otherwise I would have done it as previously the sliding key is not available now.
+2
Have you tried deleting and reinstalling the app?
Yes I have no luck I’m afraid I deleted and reinstated both on iPad and iPhone plus went into account via Google.
+2
Yes I have no luck I’m afraid I deleted and reinstated both on iPad and iPhone plus went into account via Google.
Yes I have no luck I’m afraid I deleted and reinstated both on iPad and iPhone plus went into account via Google.
I don't have an iPhone. I wonder if the browser is redirecting to the app.
You could know for sure by deleting the app and just logging on via the website. Then post what you see again. Then you can be sure you are looking at the website.
Ok will try
I changed to cost and this is what I received and no one at OVO is putting it right.
+2
OK so stay on the website not the app
Check your tariff is correct on this page
Yes tariff is correct
+2
OK, good.
Double check here that OVO are getting smart meter readings.. Should be a daily reading with the word smart next to it
https://account.ovoenergy.com/meter-readings/history/electricity
And double check your bills are updating correctly
https://account.ovoenergy.com/billing-history
Yes they confirm getting meter readings from my smart meter
+2
Yes they confirm getting meter readings from my smart meter
And are the bills updating fine?
Yes only problem only shown in kw not £
+2
Updated on 25/09/23 by Abby_OVO
OK
I would put in a complaint so your issue is easy to track etc.
https://www.ovoenergy.com/feedback
Include a link to this thread as your screenshots will help.
https://forum.ovoenergy.com/my-account-140/usage-not-in-pounds-14278
Point out.
1. OVO are getting smart meter readings on the readings page
2. The tariff details are correct on the plan page
3. The bills are updating correctly on the billing page
4. On the app on iPhone/iPad on the Usage page the kWh data is displayed correctly but there are no toggle switches for. KWh/£ on the Month or Year tabs
5. On the website on the usage page the kWh data is correctly displayed, but a missing data message is displayed on the Monthly and Yearly tab when toggling to Cost.
6. It looks to me like an account specific issue as it impacts you on both the website and the app, albeit slightly differently.
Many thanks
+2
Many thanks
One of the OVO moderators is following up internally with OVO staff as well to see if they can give more information.
It looks like it is happening to multiple customers.
I will post an update on this thread if i see anything.
Thank you dreadful service so far I’ve been waiting weeks for someone to call me and to sort this out
Hey
We’ve had a response from the team:
It's a known issue relating to this data not being made available. Work is happening to improve these usage sections.
In the meantime, as long as your smart meters send us your readings every day, you can refer to your daily costs in your current billing.
Really hope this gets sorted soon and will update this thread if we hear any developments.
Thank you at least I’m not the only one having problems.
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