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

Forum|Forum|4 years ago
October 28, 2021
46 replies
4871 views

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 14/08/26 by Abby_OVO

Great to see our resident smart meter usage data analyst, @Simon1D has already helped to explain the discrepancies you’ve noticed between the usage figures on your In-Home Display and the usage pages of your online account, @Paul_Bedfordshire.

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 in the moment, 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!

Show previous replies

Jeffus

Rank 20

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……...

Hi @Cantata at the same time ask them to check your smart meters are setup for 30min readings. Some people only have their smart meters setup to automatically send a meter reading once a month. We have seen examples of this making it difficult for customers looking at their daily figures. They will be able to check and make this change if necessary.

Cantata

Rank 2

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.

rayrafols

Newcomer

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.

Jeffus

Rank 20

Hi @rayrafols

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?

rayrafols

Newcomer

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.

Jeffus

Rank 20

@rayrafols

Does 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.