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Why do I get estimated readings in my bill when I have a smart meter?

  • 13 February 2017
  • 68 replies
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68 replies

Userlevel 4
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@ITGeek123

Thanks for the response.., how would I know if I've ever opted in to have my meter read monthly? Before I had the SMART meter fitted I did give manual readings monthly.

The bill in question is for October this year and both Electricity & Gas were estimated however November was 'Read'. Seems strange it would be estimated one month but be fine the next.
Userlevel 2
Hi @Slinky

If you’ve been billed to an estimate reading, it could be that you’ve opted in to have your readings taken monthly. We advise to have your readings taken once a day or every half hour, so there's less chance of the monthly reading being missed, and you’ll always have up-to-date bills.

To this changed you'll need drop a message to Customer Service team at hello@ovoenergy.com or messaging the facebook/Twitter team.

Hope this helps,
Beth
Userlevel 4
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@Beth_OVO

Thanks Beth, I've just sent them an email to request changing the frequency of my meter readings. 😉
Userlevel 4
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@Beth_OVO

I got a reply from OVO, my issue was caused by yet another billing glitch!! OVO seem to be making lots of those lately, I've spent more time pointing out errors than I care to mention 😩

So basically speaking, my bill wasn't estimated after all, it just says it was estimated.

Hopefully the new year will see an improvement in my bills and these silly mistakes will not happen anymore, it's not very comforting when I put my faith in you guys to get things right.
Userlevel 6
Badge +4
Sorry to hear about another glitch, @Slinky. Glad this has been resolved now though!
Userlevel 1
HI all
My smart meters were put in over a year ago and I have just noticed that I am getting estimated bills as well, I am on 1/2 hourly reading so is this the billing glitch that has been mentioned?
Regards to all Pete
Userlevel 4
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@Llamedospete

Not necessarily, I've read elsewhere in these forums that estimated bills can be generated when your smart meter stops communicating with OVO. You'll have to search for that thread as it gives information about how to check if your smart meter is working correctly.
Userlevel 1
Ok .@Slinky
Thanks for the info I'll search for it, but I know they are communicating ok as I can look at my half hourly usage in my ovo.

Regards to all Pete
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@Llamedospete

Have you tried contacting one of the moderators to see if they can look into this for you? That might be your quickest option if you can't find the answer in these forums.

Personally speaking what happens on our bills is largely out of our control and beyond the scope of self servicing so you could even email hello@ovoenergy.com
Hi Jonboy

Thanks for being the first customer to post a question on our new forum! Great to have you on board.

We are still new so I'm stepping in to help while our other users get up to speed. Hopefully this is useful.

This is odd, you usually wouldn't get an estimated bill, so there's a couple of things we'll need you to check for us to ensure your smart meter is connecting with us as it should be. The quickest way to do this is to check a few details on each of the meters.

On the electricity meter, can you see the WAN light? This will be either flashing (in cycles of up to 5), or solid. If it’s a solid light, it means we don’t have a connection with the smart meter and we’d need to get you an aerial to improve the signal. It would also explain why your bills have been to an estimated reading.

The next thing to check is on the gas meter. On the display, there will be a HAN symbol. This measures the connection between the gas meter and electricity meter. Because the gas meter doesn’t communicate with us directly, instead it connects with us via the electricity meter, it’s important that there’s a strong connection between the two meters. If the HAN symbol is flashing, it suggests there is a connection issue, and we’d need to look at getting you a relay, which will increase the signal strength between the two meters.

The last thing to check is that the meters have been set up correctly. Pressing 0 on each of the meters should show you the date and time. If they don't just let us know so we can help you further.

Thanks and keep us posted!

Darran_OVO
I have been lazy looking at my monthly bills from ovo and only noticed then when I went to update me plan, I had to provide a meter reading. I also had a smart gateway. The gas and electricity bills have been estimated for the last 3 months. Thanks for the feedback @Darran_OVO to Jonboy’s question. I have followed your ‘to check’ list and have noticed that the WAN light on the electricity meter is on solid and the HAN light on the gas meter is solid. Should I just wait or contact ovo.
I have had the smart meters now for 4 yrs.
Userlevel 6
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Hey @KirstyJC - a solid WAN light means we have no comms with your meters.I'd advise giving the team a ring (0330 303 5063), dropping them an email (hello@ovoenergy.com) or messaging us on Facebook so we can go through some more checks.

Hello, my smart meter recently took a reading on 26th October with a reading of 01203, this seems reasonable, the one on the 26th September was 01198 which seems consistent with past usage. However, in my bill it says Estimated reading for 26th October is 01233. 

I’m confused about what this ‘Estimated’ reading is, why are readings being estimated when I have a smart meter? 

I think I’ve been charged for using 390 kWh of gas instead of approx 56 kWh that I’ve actually used (using figures from the previous bill where the meter readings were also 5 units apart). 

Please can someone explain what’s going on?? It’s worth noting that I haven’t had the heating on, so there’s very little reason for the gas usage to have gone up. 

Thanks,

Emma

Userlevel 5
Badge

Hi Jonboy

Thanks for being the first customer to post a question on our new forum! Great to have you on board.

We are still new so I'm stepping in to help while our other users get up to speed. Hopefully this is useful.

This is odd, you usually wouldn't get an estimated bill, so there's a couple of things we'll need you to check for us to ensure your smart meter is connecting with us as it should be. The quickest way to do this is to check a few details on each of the meters.

On the electricity meter, can you see the WAN light? This will be either flashing (in cycles of up to 5), or solid. If it’s a solid light, it means we don’t have a connection with the smart meter and we’d need to get you an aerial to improve the signal. It would also explain why your bills have been to an estimated reading.

The next thing to check is on the gas meter. On the display, there will be a HAN symbol. This measures the connection between the gas meter and electricity meter. Because the gas meter doesn’t communicate with us directly, instead it connects with us via the electricity meter, it’s important that there’s a strong connection between the two meters. If the HAN symbol is flashing, it suggests there is a connection issue, and we’d need to look at getting you a relay, which will increase the signal strength between the two meters.

The last thing to check is that the meters have been set up correctly. Pressing 0 on each of the meters should show you the date and time. If they don't just let us know so we can help you further.

Thanks and keep us posted!

Darran_OVO

Updated on 12/07/2019

 

 

Check out the above best answer, @elthomas, it sounds like there could be a communication issue with your smart meter. 

If you could check out the above on the meter please then reach out to our team on Facebook, Twitter or give them a call. You can reach our Customer Care team 9-5 Monday-Friday on 0330 303 5063, they’ll take a look into this. 

Thanks!

 

Hello, my smart meter recently took a reading on 26th October with a reading of 01203, this seems reasonable, the one on the 26th September was 01198 which seems consistent with past usage. However, in my bill it says Estimated reading for 26th October is 01233. 

I’m confused about what this ‘Estimated’ reading is, why are readings being estimated when I have a smart meter? 

I think I’ve been charged for using 390 kWh of gas instead of approx 56 kWh that I’ve actually used (using figures from the previous bill where the meter readings were also 5 units apart). 

Please can someone explain what’s going on?? It’s worth noting that I haven’t had the heating on, so there’s very little reason for the gas usage to have gone up. 

Thanks,

Emma

Bit confused about why my post has been moved. Ovo are getting the meter readings, it says they are on the website! 

I'll try calling the number suggested, was worried I'd lose the bonus you get for not contacting ovo! 

Userlevel 6
Badge +4

Hi @elthomas,

I think Amy moved it onto a topic where other users have been discussing similar issues.

As this isn’t something you can resolve online, you wouldn’t lose your online discount for this.

Cheers!

 

 

OVO installed smart meters on 30-11-19 but I’m only seeing estimated reads:

 

Is it just a waiting game? I emailed Lumo about 10 days ago but am yet to have a response.

Thanks in advance.

Rich

Userlevel 6
Badge +4

Hi @Sunelectric,

Any issues with your Lumo account will need to be raised directly with the Lumo team through the Help Centre in your app.

Thanks

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