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Why are my unit rates incorrect on my MyOVO account?

  • 1 December 2017
  • 9 replies
  • 411 views

The costs per kWh for the gas and electricity shown on the website Usage pages are incorrect, even allowing for the standing charge and the VAT.
Why can they not reflect the tariff values I am on?
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Best answer by Nancy_OVO 8 December 2017, 17:33

The costs per kWh for the gas and electricity shown on the website Usage pages are incorrect, even allowing for the standing charge and the VAT.
Why can they not reflect the tariff values I am on?


Hi @nonexecdirector,

Just so you know, I've modified the title of your post and added some tags so other users looking for similar information can find it easily.

It's odd that the prices don't match even when taking into account VAT. Can you send some screenshots of what your online account is showing? If there's a problem with the account we can get our Tech team to look into it for you.

Cheers,
Nancy
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The costs per kWh for the gas and electricity shown on the website Usage pages are incorrect, even allowing for the standing charge and the VAT.
Why can they not reflect the tariff values I am on?


Hi @nonexecdirector,

Just so you know, I've modified the title of your post and added some tags so other users looking for similar information can find it easily.

It's odd that the prices don't match even when taking into account VAT. Can you send some screenshots of what your online account is showing? If there's a problem with the account we can get our Tech team to look into it for you.

Cheers,
Nancy
I have taken a screen shot but this box won't accept it. How do you suggest I get it to you?
I have sent you a personal message asking for your email.
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If it's easier, send us a message via Facebook, Twitter or via email: hello@ovoenergy.com

Tim
Here it is...
Here it is...

Thanks for sending that across, @nonexecdirector

So I've divided the usage cost (£17.02) by the number of kWh's used in that period (120.9) and it makes the unit price out to be 14p (including VAT).

I then divided the cost of standing charge (£2.01) and divided it by the number of days (7) which came to 28.7p (including VAT).

If these figures aren't correct, send us a message on Facebook or Twitter so we can look into this for you.

Thanks,
Emma
My tariff rates are 11.5p per kWh so the figure you and I calculated are clearly wrong. The gas also is incorrect.
My tariff rates are 11.5p per kWh so the figure you and I calculated are clearly wrong. The gas also is incorrect.

In that case, @nonexecdirector send us a PM on Facebook with your full name, DoB and account number so we can fix this for you.

Thanks,
Emma

I’m due for renewal in a month or so and for the first time I’ve used comparison sites to check against OVO whom I’ve been with for quite a few years now. The thing is, when I go into My OVO / plan it shows the current rate for My (current) Plan (Better Energy 5/2019) as one rate see (1) . If I click on ‘see renewable options’ / Better Energy it shows a different rate see (2) . If I refer to my last statement and do the maths (£charge*100/units used) it’s different again! see (3).

(1) Current plan Electricity unit rate 14.59 (does this include VAT? 15.32 with VAT)

(2)Renewable options unit rate 16.17 + VAT = 16.98

(3) Last statement showed  charge of £45.03 * 100/ 267 units = 16.87 + VAT =17.70

If this wasn’t confusing enough the comparative suppliers showed OVO’s rate as 17.86 (incl VAT).

I’d ideally like to stay with OVO but can someone explain all these anomalies?

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Hey @1954stever 

 

I’ve moved your query to this existing topic to try and get this issue fixed for you asap. From what you’ve already described (with or without VAT) there is a clear issue with the rates that are being displayed.

 

At the end of the day, the rates you see shown on your MyOVO account, for your current plan, should mirror what you see in your statements.

 

Can you reach out to the OVO team to investigate this please? You can reach the team via their email at hello@ovoenergy.com, or you can reach them via their Facebook or Twitter pages.

 

Would be great if you could let us know how you get on,

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