Why haven't I received a bill / statement?

Thanks Blastoise186 I'll take your advice and wait till Tuesday.

Just thought after my last post.

I received a email from OVO two months ago to say that they were changing my Direct Debit so it looks like they have my address but will contact them anyway.

Thanks Again

Morning Jeffus.

I checked my profile on the OVO page and everything is correct.

The email is correct and marketing settings are for email and SMS.

thanks

Hey @Brewer 

There is a different selection for marketing preferences, and communications preferences such as bills, so although email may be selected for marketing, it may not be selected for the way you receive bills or other communications so it’s definitely worth getting in touch with the Support Team to double check that. 

Hi Guys.

Thanks for all your help and I will report back to you when I get on to the Support Team

Hope it gets sorted for you @Brewer 

Good evening @100215832 ,

This post is confirmation that your thread has been seen by one of the Forum Volunteers. Please bear with me as I need to finish writing an email and responding to a couple of Private Messages sent by users who I promised I’d get back to ASAP. Once I’ve done that, I’ll stop by here again to reply to you properly.

In the meantime, please try to keep to just one thread for this question. I can see you posted the same thing in a couple of other places as well, so I’ll arrange for those to be merged into this thread.

Thanks for your patience.

Ok, I’m back. Sorry for the wait. Handling that email and the PM’s that were in my inbox took a bit longer than I’d expected. Just so you’re aware, as a Forum Volunteer I’m unable to access your account or internal systems myself. The advice I give here is based on my personal knowledge and experience for which I can’t guarantee it’s 100% perfect.

Would I be right in thinking you may have been on the legacy billing system at some point? Just a theory, but I wonder if something got corrupted on your account if it was migrated to the new one?

However… My strongest suspicion is that something has gotten a bit corrupted with your Site and the equipment that’s been installed there. This exact issue isn’t one I recall hearing about recently, but I think I have a tool in my toybox I can give you which may or may not be of some use. It’s a self-service tool and you won’t need to speak to anyone if you use it. Because it’s also built, hosted and maintained by OVO, I won’t see your data either - it goes directly to the team that handles these things.

Could you give https://smart-meter-help.ovoenergy.com a try? It’ll ask you a few questions (don’t worry, they’re not rocket science!) and gather diagnostics in the background. If the tool is able to help, it’ll generate and submit a full diagnostic report on your behalf straight to the right team and they’ll usually get back to you once they’ve had a deeper look.

If you get stuck with the tool or any questions it asks, please let me know and I’ll help you get through it.

If you find the tool doesn’t work, please don’t worry. Let me know and I can give you the manual version that we have on this forum. All I’d need to see first is a few photos of the meter(s) so I can give you the right version.

I hope this may help you.

My meters

Ok, in that case you probably weren’t on the old one - you’d know otherwise.

If the tool worked and gave you the response it has, it worked exactly as I expected. A full diagnostic has been captured and sent to the team. They’ll be in touch soon.

If they can fix the issue remotely, they will - it’s preferable to do that rather than have an engineer visit. As a last resort, an engineer can be requested by that team.

Hey @JaneT2023,

You’ve done the right thing in completing a smart meter health check. The reason for the 45 day working timeframe is because, as advised by Blastoise, the team will attempt to fix the meter issues remotely first. 

In the meantime you can submit meter readings via your Online Account manually. If you’re unable to take a manual meter reading you can be added to our Priority Services Register, a meter reader can be sent to your property on request. This will ensure your bills are accurate.

If you have any issues or concerns please contact our Support Team. 

Again many thanks to all 

Jane

I noticed I have some bills missing fro my billing history and started a web chat to try and find out why. After one person disappeared of the chat the next person told me that web chat doesn’t do customer support and I needed to either phone or email. So what is web chat for?

Hi @awills61 

Sorry to hear about that.

Like Blastoise186 has said, live chat does have customer support, and they can do most of the same things there as they can on a call, (bar a few data sensitive actions like changing a Direct Debit).

Give them another go if you didn’t try again yesterday, and do let us know if you get on okay.