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

We trust you 😊

Once you have a copy of the bill and answers to the questions i am sure between us we will start to get better idea and can ask some more specific questions. 

@Blastoise186 i am sure will also have useful questions. He is great at these sort of things

Okay thank you!

Hey @rayrafols,

Sorry for the issues you’ve been having.

You’ll be billed to the meter readings sent from the Smart Meters themselves (not the In Home Display IHD). 

If you check the statement and it shows actual readings, instead of estimated readings, you can be sure the bill is correct. If the readings on the bill are estimated it might be that the smart meters aren’t in communication with us:

• Identifying Smart Meter Issues on your online account or OVO app Tutorial

Another possibility is that the IHD isn’t working properly. We’ve got a great guide here which may help:

You will be able to download the statement pdf from the Online Account. 

Hope this helps. 

On top of that, let me know if you still need me! I’m a dab hand with diagnostics and I’ve got several that I can run through with you here if you’d like me to.

is it simply 2 months charges on a fixed direct debit, one for this month and one for last month.  when did you move in and what is the date on the inflated charge?

My smart meter and display meter were both installed by EON but I have been with OVO now for about 5 years. I am concerned and confused that my display readings bear no resemblance at all to my OVO usage on the app

Could you show us examples please @DianneW ?

We might be able to advise!

Hi @DianneW . Yes the In Home Display (IHD) can have different settings (perhaps not updated). If you can give details on which type you have, there are people on the forum who can help

I have a large credit balance in my gas account with SSE (well into three figures) 

How do I obtain a refund of part of this money to my bank account.  I can’t see any

reference to withdrawals in the SSE help section.

Hi @warlik ,

I think you’ll need to log into your SSE account first. The refund option should be in there somewhere. Otherwise, you’ll need to call SSE Customer Service to request a refund.

I have a similar problem in that the daily amount I'm being charged by the app is up to 50% percent higher than the daily reading I take from my actual meter (not in home display) . For instance on Sunday 20th November 2022 the app tells me I used just over 10 kW hours of electricity  whereas when I read my actual meter it showed 6 kwh. I take meter readings every day at 10 am,  so my reading for Sundays  usage  wax taken at 10 am on Monday. My bill is due today so when I payment is taken I will check to see if the readings match my smart meter and if they don't  I'll  submit the correct figure and hopefully this will be corrected.

Geoff, you responded to an old thread about what appears to be a different problem. It might have been better to ask your own question using the link at the top of the page.

The different ways of seeing your readings and consumption figures vary a lot, depending on where you look. However you access these figures, the basis for them is the meter readings - at best submitted by your smart meter, or submitted manually by you or somebody else, or at worst ‘estimated’. Your meter will show the current reading, but the website and probably the app will show the starting reading for the day, i.e. what it was at 00:01 GMT. So your 10AM readings will include consumption since midnight, but the others might not - and that could be a big difference, e.g. if you have storage heaters that charge up overnight. You can see the latest daily readings at Meter readings history - OVO Energy 

So long as the meter readings - which count the kWh you’re actually using from time to time - are accurate, your bills will be, too. If you’re seeing a discrepancy that can’t be explained by these remarks, something’s really wrong and it should be investigated. Please post evidence of any such discrepancy, e.g. screenshots from the website or photos of the meter itself.

When checking my usage on my Ovo account. It says as of 6 Dec Gas reading 204.6. However just photographed my actual gas meter about 1205 am on the 8th and it says 204.3 .. Why such a discrepancy between 24 hrs???

Is the reading on your OVO account an estimated figure?

said taken from smart meter...

Are the two figures showing the same thing? Gas meters record gas volume which is converted to kWh for billing.

Is the later reading correct? If it is I wouldn't worry too much about one that's slightly wrong. It won't affect your overall bill.

Not a major concern as my online account shows exactly correct but just interested why on the same day there are differing figures in the usage page. My actual daily usage showing is correct and showing for Feb to date:- see below

Shots same time of usage do not match up with:- THE FEBRUARY AMOUNTS ABOVE

Is your billing cycle synchronised to the month? I know that mine is out because my bill starts after the month begins

BPLightlog thanks for that. Not sure how my billing is synchronized

Last bill was 2 Feb - 1 Mar2 Jan - 1 Feb (31 days).

Present period 2 Feb - 1 Mar

I did notice things went a bit haywire during end/start of bill. Only for a day though.

Your answer does seem to solve the differences.

thanks again

Hi, just switched from Swalec and the in home display that they originally supplied me with is not showing the correct gas and electricity credit and use age. Having mobility issues, the in home display helps me keep track on my usage and credit. Is it possible to be supplied with a new Ovo in home tracker. 

Thanks

Hi @Manicrhonddaboy ,

OVO doesn’t have much stock to give out right now unfortunately. But you do have options.

This should help:

• Sourcing a replacement In Home Display (IHD), where to get one if mine is broken?