Yesterday I used 16.6kwh according to the meter portable display in my house. Which seems right as it was 15.** when I went to bed
On the app if you add up the daily half hourly readings it comes to 16.60kwh as well.
However on the monthly section on the app it states I used 22.7kwh yesterday.
Is there a software fault and will that be corrected before I get billed?
Thanks, Paul.
Best answer by Jess_OVO
Updated on 07/02/25 by Emmanuelle_OVO:
Great to see our resident smart meter usage data analyst,
It’s worth calling out that both your IHD and these usage pages may be affected by intermittent signal issues and therefore the daily consumption figures may not be 100% accurate throughout the month (as Simon has well-documented!). Any time we do re-gain connection with your meters you may notice your charges or daily usage figures are corrected based on the up-to date smart meter usage data we’ve received.
If the signal issues continue for more than 5 days it’s worth taking a look at this guide which helps to diagnose signal issues via your online account.
Let us know if this helps, or if you notice any further discrepancies. It’s really helpful to others who may find this topic in future too!
Updated on 07/02/25 by Emmanuelle_OVO:
Great to see our resident smart meter usage data analyst,
It’s worth calling out that both your IHD and these usage pages may be affected by intermittent signal issues and therefore the daily consumption figures may not be 100% accurate throughout the month (as Simon has well-documented!). Any time we do re-gain connection with your meters you may notice your charges or daily usage figures are corrected based on the up-to date smart meter usage data we’ve received.
If the signal issues continue for more than 5 days it’s worth taking a look at this guide which helps to diagnose signal issues via your online account.
Let us know if this helps, or if you notice any further discrepancies. It’s really helpful to others who may find this topic in future too!
I’ve got an OVO-supplied smart meter, made by ‘Chameleon’, probably 2017 model, an IHD3.
Taking more notice of it these days (!), iand t’s obvious it doen’t match my bill.
During July, it was averaging about £2 total usage a day for combined gas and electric. Yet my bill for the month averages £3 per day.
I’d always assumed the charges that the smart meter shows are correct and don’t have to be adjusted at my end. Or am I wrong? Grateful for any advice. Just tried to use the Chatbot at 0945 on a Saturday and got the response that the chat was out of working hours!
+2Hi
I don't work for OVO or have access to your account. I am just a customer. A few of us help out with a few posts if we think we can.
In case you didn't know
The usage page on the app doesn't include vat or standing charges.
https://account.ovoenergy.com/usage
The IHD includes both standing charges and VAT. Your bill includes VAT and Standing Charges etc.
Does this help explain any of the difference or did you already know this?
Hope that helps
Already knew that thanks. No, the July bill is showing roughly £60 of electricity units before any VAT or standing charges, and roughtly £30 for gas units, so about £90 for the month, or £3-worth of units per day before the add-ons. But the smart meter rarely went over £2 for each day.
You mention an app, though. I’m just reading the numbers on the smart meter?
+2Already knew that thanks. No, it’s showing roughly £60 of electricity units before any VAT or standing charges, and roughtly £30 for gas units, so about £90 for the month, or £3-worth of units per day before the add-ons.
You mention an app, though. I’m just reading the numbers on the smart meter?
The costs on your IHD (in home display) for your smart meter include VAT and Standing charges.
The costs on the usage page on the website and app don't include vat or standing charges
https://account.ovoenergy.com/usage
So the costs on the usage page on the website and app will always be lower than you see on your smart meter.
Does that help? As you say you may already have known that.
No, sorry maybe not making myself clear.
The smart meter display throughout July rarely went over £2 per day, combined gas and electric.
My July bill, emailed to me this morning, shows a usage breakdown equivalent to £3 per day.
So according to the smart meter, just watching it each day, my July bill should be about £60 plus the add-ons, but the actual July bill is for £90 plus the add-ons.
+2Hi
The other reason is sometimes the tariff info on the actual smart meter is out of date. It may have got out of sync with your real tariff stored with your account.
So ask the Support Team to send the SMETS Command "Update Tariff Configuration."
That is definitely worth a try. This will update the smart meter in your home.
If that doesn't work one of us can ask you a few more questions to see if we can help you.
Feel free to ask anything, there are plenty of customers that try and help out here.
OK?
+4The IHD (the display in your house) isn't your smart meter. It's a display unit that receives data from the smart meter and uses it, along with other information, to give you information about your energy use. The other information is your standing charge and cost per kWh. If these figures are wrong in your IHD (they're wrong on ours) it will display correct usage figures (in kWh) but incorrect amounts (in £).
If you think your bill is incorrect you should check the usage figures, in kWh. Take some meter readings to see if they match up to the figures on the bill.
Ah, thanks, I did wonder. I also hoped that the meter was right and OVO was wrong!! I’ll try and get hold of them on Monday I guess.
The IHD (the display in your house) isn't your smart meter. It's a display unit that receives data from the smart meter and uses it, along with other information, to give you information about your energy use. The other information is your standing charge and cost per kWh. If these figures are wrong in your IHD (they're wrong on ours) it will display correct usage figures (in kWh) but incorrect amounts (in £).
Yes, thanks, I’ll try the ‘Update Tariff Config’ option. I did know the display is not the smart meter, by the way, just writing shorthand a bit……...
+2The IHD (the display in your house) isn't your smart meter. It's a display unit that receives data from the smart meter and uses it, along with other information, to give you information about your energy use. The other information is your standing charge and cost per kWh. If these figures are wrong in your IHD (they're wrong on ours) it will display correct usage figures (in kWh) but incorrect amounts (in £).
Yes, thanks, I’ll try the ‘Update Tariff Config’ option. I did know the display is not the smart meter, by the way, just writing shorthand a bit……...
Hi
OK, I called OVO and they agreed straightaway that the tariff hadn’t been upgraded at my end since I finished my fixed price period at the end of last year. So they are going to do it.
I have to say they were very helpful and courteous on the phone.
I moved in recently and have been charged twice the amount for bills. My flatmate called and they said they have a set amount they charge to cover future issues that is more than what is on the meter. Is this true? If so, where is that stated in their policies? I don’t want to pay for something I haven’t agreed upon in writing.
+2Hi
https://www.ovoenergy.com/help/credit-checks
Some customers are asked to pay a security deposit.
Did they say you would be asked to pay that?
In regards to billing, no security deposit was mentioned, just the surprise this morning when our bill was way more than what the meter had read, and it’s exactly twice the amount.
+2Does the bill say it was based on an estimated reading?
Is the starting reading correct?
Their comment made me think of a security deposit, so i would double check with them it isn't that.
We don't have access to your account obviously as we are just customers like you. So we can't see exactly what you are looking at on your bill.
Is it a smart meter?
If you pay by direct debit, the costs are smoothed throughout the year. So your direct debit payment may well be twice your usage at this time of year so you build up credit to use over winter.
Not entirely sure about what a smart meter is, I’m assuming it’s the information linked to a display showing electricity/gas and price? I have that.
I’ll get back to you on the rest since the account billed is associated with a flatmate and not myself.
+1Can you post photos of your electric and gas meters? We can identify them for you and tell you what type they are. :)
+1Yup, you’ve got smart meters then. That IHD looks like a Chameleon IHD7-CAD-PPMID so chances are it’s a recent install too.
+1I’ll go away and think about this one. We’ll reply here if we have any thoughts.
+2Amazing! Now to know why I’ve been charged double…!
When you say you e been charged exactly double. Is it EXACTLY down to the single penny? Not splitting hairs, but this could help work out what the issue may be.
I didn’t see the bill, trusting my flatmate’ s word since they are out. But they also mentioned the price of the actual bill, and that they’ve taken double. The math adds up.
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