Why have I still not received a bill since my smart meters installed?

@Emmanuelle_OVO do you know if there is any published data when ovo hope all customers will be moved off the legacy system? 

Hey @Jeffus,

I’ll do some digging and see if I can find out for you.

Hi @Emmanuelle_OVO  I’ve spoken to a representative once on the phone and then when the issue was still going on after 5 weeks I emailed and then when that hadn’t been responded to in over 2 weeks I posted on here. 

Hi @BrightonCouple 

There are various ofgem regulated 3rd party apps you could try using to see if they can read your smart meter. This is a couple of them that some of us use. 

https://www.glowmarkt.com/

https://loop.homes/unlock-your-smart-meter/

You could try seeing if these can read your meter. This would highlight if the issue is specific to ovo. 

I am not sure if you will have trouble signing up. But worth a try i think

Hey @BrightonCouple,

The email address isn’t open at the moment, so it’s likely your health check hasn’t been received. The best way to contact Support is through web messenger. 

If you’ve already completed a smart meter health check with an agent on the phone, they will have raised this to the relevant team who’ll try and resolve the issues with your meters remotely. If they are unable to do so over the next 45 working days, they’ll contact you to book in an engineer re-visit.

In the meantime, we have a live billing system. So whenever you submit a readings manually to the Online Account. Your account balance will update accordingly. We have a great guide about this topic here:

Hope this helps. 

I have had the same problem since last August. I spoke to someone at the beginning of January and apparently what has happened is that the old meter was still on the billing account and the new meter hadn't been added to it. Information was passed onto the accounts team and now waiting for that to be corrected apparently it can take another month for that team to sort it out. Hope this helps and may be a solution for you too !! 🤞🏽👍🏽

I’ve had enough of Ovo.  Can’t wait to leave them once this is all sorted out.  Was in touch with CEO dept last October and they said the’d sorted my account out.  Far from it.   I don’t care it it costs me a little more so long as customer service are good and efficient.

Hey @Cheekyone,

Sorry for the issues you’re having,

I’ll get Forum_Support to reach out.

Please keep an eye on your private messages.

Contacted CEO office yesterday - not even an acknowledgement yet.

Hello

I had a smart meter installed in April due to the rts switch off. I continued to pay my electric bill monthly based on readings as usual.

A few weeks ago my account started started to show I was in credit by £60 then jumped up to over £300. I contacted ovo who said they were investigating my electric use as I may have been undercharged. They asked for a photo of the new meter which I have provided. 

Everytime I contact OVO they say there is no timeline for this which I am finding stressful. My account is currently showing I am £275 in credit which is clearly wrong as I haven't been able to make a payment since may. Has anyone else had any experience of this? Thanks