Using gas whilst away, how is this possible?

Thank you, yes I think you’re right. I’ll see if this review gets me anywhere (it won’t if the return email is not operational!). I’ve asked previously for it to send updates every 30 minutes as the electricity meter does. 
I’m pleased it’s at least billing the correct useage monthly!

In the meantime you could put in manual readings during the month if you wanted to keep track of things.

OVO stopped using email for a lot of things some time ago so you may have got caught out with a process that hasn't been updated…

I would ask them again to confirm you are setup for 30min readings on both gas and electricity. Do you have the same issue with Electricity? 

@Tim_OVO do you know if the hello@ovoenergy.com is working? I replied to an email from that address with all the details requested for them to investigate the problem. I got this automated reply. 
As per the replies above I probably just need to change the reading frequency, which I’d requested in my reply as well. 
 

@Jeffus no I don’t have the same issue with electricity, that updates every half an hour and works fine. 
It seems strange ovo would send me a long email to review all the meter information and not have the reply address operational 🙄 

I think now the whole review is probably a waste of time and it just needs updating to send more regular readings. Unless there’s a reason it can’t do so…in which case I’ll hopefully be able to find the correct reply address!

If you are struggling to contact OVO via phone or online chat at any time, you can send a private message via the OVO Facebook or Twitter feed.

Both are official support channel staffed by OVO staff who can see and update your account.

In the private message you need to include your name, address, account number and date of birth for security reasons, together with your request in this case to update your meter reading frequency to ever 30 min.

Also perhaps vote for this as this issue has been a right pain for a long time

Hey @Melchett,

Sorry for the issues you’re having,

Energy prices have increased significantly, which would be why a number of customers have seen an increase in their bills. 

However, f you are seeing unexplained, high usage, this could be a faulty meter or an appliance using more than it should. 

These articles might be helpful to you:

I can see other Forum Members have given some great advice here, if you do smell gas we have a page dedicated to this on our website. 

Hope this  helps. 

@Jeffus have voted, I’ve always wondered why it required a phone call to action this. 
 

Thanks for your help, I’ll drop them a message on Facebook 

You can always include a link to this thread if you think it will help

https://forum.ovoenergy.com/smart-meters-136/no-boiler-gas-or-hot-water-yet-smart-meter-shows-useage-13499

Let us know how you get on as it is always useful knowing to help other customers. 

Hi @Emmanuelle_OVO 

Thanks for getting back to me.  I’m happy with the fact that energy prices have gone up, that isn’t the issue here.  What I’m trying to get to the bottom of is why I am registering any gas usage at all when my house is unoccupied - I work away from home - during the week.  For much of the time there is literally nobody in the house Mon - Fri, sometimes for a couple of weeks at a time and that’s the issue that I think is pushing my bills up.

Almost 1/3 of my use over Nov & Dec - almost 1500 kWh was apparently when there was nobody in the house, and my annual gas usage in recent years has only been around 10000 kWh/pa, so a considerable amount for 2 months!

As I’m away from home at the moment - could any burglars please check my boiler if you’re in! - I’ll check back in a couple of days when I’ve had chance to check the meter at home (serial number vs bill etc) rather than clog up the forum, but I would say the boiler is fine - or so BG said in Oct when it was serviced.

Ahhh sorry to hear the agent emailed you the questions, @DebG - as Jeffus has eluded to, the hello@ inbox isn’t set up to take emails. However the online form (which the agent should have linked you to) sends the results to the correct team directly: https://smart-meter-help.ovoenergy.com/

If you have any more patience (and I wouldn’t blame you if you don’t), please fill in that online form instead. I’m surprised that we can’t simply change the gas meter’s reading frequency. Your answers to the form questions will identify an issue if there is one. If your answers indicate no issue, please contact us via web chat to request the change to your gas meter’s reading frequency. I’m sorry for your experience so far.