Why do I get estimated readings in my bill when I have a smart meter?

Thank you for the response.

Unfortunately I have done this 4 times and gotten nowhere.

At the end of my rope now to be honest. Causing a lot of stress 

Does the billing say it’s used actual readings or estimates?

Sometimes a Smart Meter reading doesn’t get to OVO for some reason.
Sometimes it might not be sending them, sometimes it is sending readings to the metering service, but they are not then getting passed on to OVO.
https://www.ovoenergy.com/help/article/what-to-do-if-your-smart-meter-isnt-sending-readings

Just a suggestion that may or may not work for you:

If your Smart Meter is currently sending daily readings then contact support and ask for that to be changed to half hourly readings - making that small change might just shake things up a bit, enough to put it back on track..

Hi thanks for the reply.

It's an actual reading from the electric meter. 

Spoken to them again this morning and apparently it's flagged on my account as an issue but the accounts team "have a backlog and rectifying the bill wasn't a priority". It's been escalated to high importance and the person I spoke to has also passed it to the complaints team.

Hopefully it will be sorted soon 

Amazing that anyone in a customer support role would actually say that.

If it’s true then somebody should give the ‘accounts team’ a swift kick up the backside, and remind them that for customers getting the correct billing would be seen as a basic essential, and the highest priority to fix if it isn’t correct

I know - couldn't believe it when I got that response. Apparently of the previous person I spoke to had flagged it as highly important it would have been looked at sooner. It's been a month and still not done. Must be one hell of a backlog 

Hey @Rheamean14,

I have asked our Forum_Support team reach out to you so they can help look into this further.

Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview.

I’m curious  , how I can use 8 to 12 kWh per day and then suddenly jump to 17.58 kWH yesterday? I was at work all day, only home in the evening.. No heating on… minimal hot water usage … 

Can someone explain to me please? To me it looks like I’m being charged for gas i’ve not used… 

Ta Much 

Do you have a Smart Meter for gas, or are you sending manual readings?

Is that 16th May figure an actual reading or is it an estimate?

If it's an estimate then in some circumstances they can sometimes be well out like that, I've had that issue myself in the past with estimated gas usage.
(Generally why it happens with some estimates is known, but the circumstances and details are complicated to pin down and fix - it is being investigated).

If you already have a smart meter for gas then it may simply be that that days reading was not received at OVO for whatever reason, in which case they would estimate (possibly by too much) for that day until they did get a new reading at which point the estimate(s) would be corrected to your actual use.

If you have a ‘manual reading’ meter and not 'smart' then one way you can have an influence yourself on reducing incorrect/too-high estimates is to send more frequent meter readings.
Weekly at least, and I'd suggest perhaps daily for the first week or two to imitate what a smart meter does.
I have done that myself with my manual reading gas meter and can confirm that it works to reduce the estimates.
I’d also look at/request having it changed to a smart meter: https://www.ovoenergy.com/help/article/how-to-get-a-smart-meter

Thanks for your response

I do indeed have a smart meter, which isn’t very smart ;) .. It often doesn’t pick up readings and I have to send a manual one in… It’s quite variable on sending readings and not sending them. 

The one from the 17th May was after I had done a manual reading as it had been a good few days since it was picked up… 

Then the 16th May was probably just a too-high estimate, and should be corrected once a new reading was/is received.