Why do the usage figures shown on my In-Home Display (IHD) not match those shown on the usage pages of my OVO app?

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!

Hi @Cantata 

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?

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.

Hi @Cantata 

The other reason is sometimes the tariff info on the actual smart meter is out of date.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? 

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 £).

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.

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……...