Please help. I went to enter my monthly reading but it says readings already entered today. The readings are each approx 3000 units higher than they actually are! Hubby doesnt have access to account and the helpline is closed. Has anyone else had this please?
thanks, I’m frantic
Best answer by Tim_OVO
Updated on 21/12/20: our new billing platform and online account wasn’t able to allow manual readings to be submitted. But now, if you don’t have smart meters, or if these smart meters can’t communicate with us for more then 5 days, you can now manually submit meter readings on the online account and app. More info here.
You’re absolutely right,
This issue is now fixed, and members will need to resubmit any meter readings from yesterday, as these won’t be showing on the online account anymore, as a result of this issue. Here’s the official advice on the issue:
The incorrect read history was displayed online and the app from 11am on 30 June to 9am today (1 July). Reads submitted during this time haven’t been used to update balances due to the same issue. This means that estimates will have been used instead.
If a member contacts us about this, please apologise for any concern and explain that this was caused by a technical issue which has now been resolved. You can also reassure them that their data hasn’t been shared with anyone else.
Ask for another reading as this will update the account with their current balance.