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New OVO Smart Meter Experience - will we ever be getting a formal bill with this new system?


Userlevel 1
I've just been told by OVO customer services that now I have been transferred to the 'new account', I will no longer be getting my monthly statements. Apparently only the running balance will be used to show how much you are in credit or debit.

Did anyone know about this? Did I miss something? I do not remember seeing anything about no more statements in the explanations of the 'new account'.

Could anyone please help me answer the following questions:

1) Will we ever be getting a formal bill with this new system?

2) Does anyone know how we now get a QR Code for direct comparison with other suppliers? This was always shown on a statement and is a quick way to get like for like comparison without having to do all the adding up yourself.

3) Does anyone know how we can get a view of the total KW hours used between two user selected dates (not calendar month) as is showing in the myOVO app now e.g. what is the total consumption for gas or electricity between 19th September and 18th October, without having to add up all the daily usage myself?

4) Has anyone found a way of getting a direct comparison of cost and usage between the same period (eg. September) for the current year and the previous year without having to get the spreadsheets out or go and fiddle with your IHD?
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Best answer by Tim_OVO 5 November 2018, 17:17


1) Will we ever be getting a formal bill with this new system?

2) Does anyone know how we now get a QR Code for direct comparison with other suppliers? This was always shown on a statement and is a quick way to get like for like comparison without having to do all the adding up yourself.

3) Does anyone know how we can get a view of the total KW hours used between two user selected dates (not calendar month) as is showing in the myOVO app now e.g. what is the total consumption for gas or electricity between 19th September and 18th October, without having to add up all the daily usage myself?

4) Has anyone found a way of getting a direct comparison of cost and usage between the same period (eg. September) for the current year and the previous year without having to get the spreadsheets out or go and fiddle with your IHD?


Lots of questions here, @Abreaders - I'll do my best to help and I'll wait for other users to chip in with their experience of this new platform:

At the moment there's no formal monthly statement. You get a running balance, updated from the smart meter every day, and a formal statement every 6 months. This might change to every month if that's what our customers want!

There's also no QR code or historic usage, as of yet. This new experience is in development, so we'll be adding new features all the time. You can add feedback for suggested improvements that goes straight to the developers - do this at the top of page!
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Userlevel 6
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Hi @NigelGreensitt,

You’ll still get a monthly statement. It’s called a monthly summary on the new online platform, but functions in the same way as your old statements. 

Thanks

I am not at all happy with any of this. Surely monthly statements are not to much to ask for, calendar month is more than acceptable. Even my water company provides a monthly meter statement, and there is not much change on that month to month With something like energy, which varies a great deal seasonally surely monthly statements are common sense? So I am now forced into starting the complaints procedure as from what I can see these changes were not clearly communicated to customers. Should I not receive satisfactory resolution, I will take it to the ombudsman.

 

Userlevel 5
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It sounds like you’re on the new billing platform, @NigelGreensitt, take a look at the above thread, it’ll give you some further insight. 

Thanks! 

What on earth is going on? I have just got a “balance change” which has taken charges for 1st Feb to 8th Feb. First the billing got changed from mid month on 18th dec to calendar  month, now this. The system appears to have totally lost the statement for 18th Nov to 17th Dec. 
 

Userlevel 6
Badge +4

It sounds like your account was moved to our new online experience, @Jaycie17, take a look at the best answer for more info.

So far every day this month I have been able to see my statement for November, but suddenly today it is not available to view. Any ideas why please? 

Userlevel 5

No worries, @Ray, you can email the team about this on hello@ovoenergy.com.

I don’t use facebook.

Userlevel 6
Badge +4

Hmm, sounds like there’s a couple of things going on here, @Ray. Unfortunately without access to your account it’s difficult to advise. I’d recommend getting in touch with the team on Facebook with your account number, full name and DoB so they can investigate.

Cheers

and … why don’t I get the option to see the usage info in £ for electricity when it’s an option for gas?

Ok so I’m on the new platform but the email I received is incorrect.  My total November energy cost for November is not £19.34. That’s the total since 27th November.

Userlevel 5
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It sounds like you’re on our new platform, @Ray, please check out the above thread for more info. 

I’ve just received an email saying my

Your total energy cost for November was £19.34.

Online it shows my total energy cost is, as expected, much much higher.  I can’t put the figures into this forum post because the online monthly usage feature has stopped working.  Come on OVO sort yourself out.   

Reading the various questions and replies on this topic it seems like the new system was dreamt up by developers without any reference to OVO customers. It's OK saying “you'll get used to it". Not good customer service. Why not start new developments by asking your customers what they need rather than forcing ideas that are obviously not thought through on them?

Userlevel 5

It sounds like you’ve been moved to our new online experience, @CharlesE, take a look at Tim’s best answer for more info on this! :)

Hi - I would normally recive a bill on the 27th of each month. It seems that my November bill has got lost in the changes that have recently been made to the way charges are made and shown in our online accounts and OVO App.

So - I have all the bills up to and including 27th October showing in the “Statements before November 2019” pages but not the one October 28th to 27th November.

I then have the daily charges shown under the new system butonly from the 27th November. 

My problem is that well over £100 has gone out of my account and I don’t have a bill to show this - the November 27th Bill is not in my account.

Anyone any ideas how to find this?

Anyone else got this problem?

Thanks

Userlevel 5
Please can you reinstate issuing monthly bills, it is not satisfactory for you only to supply usuage summary.

It sounds like you've been moved to our new online experience, take a read through this topic for more info on this and how it works.
Please can you reinstate issuing monthly bills, it is not satisfactory for you only to supply usuage summary.
Userlevel 1
Don’t get a bill anymore why not

Because everything you need is on line and updated daily.

The new on line account started in October last year and at first I thought, like you, I would need a monthly bill or at least one every quarter but I haven''t missed it.

As a background to the new account have you read this? https://forum.ovoenergy.com/new-ovo-smart-meter-experience-116/billing-and-statements-what-do-i-need-to-know-5148
Don’t get a bill anymore why not
I'll send you a PM @TeeJay to get the ball rolling!
Userlevel 1
Sure, @TeeJay!

Just click in the top right, on face or user name, and you'll see a green button saying 'send message' . Then we can reply to you there :D


This is what I get if I click top right



The only PM is a welcome message and although I could reply to it with the info Emily wants (see above) how do I know the PM will get to her?
Userlevel 2
Sure, @TeeJay!

Just click in the top right, on face or user name, and you'll see a green button saying 'send message' . Then we can reply to you there 😃
Userlevel 1
Thanks for your reply Emily.

Can you tell me how to send a PM?
Hi @TeeJay - I've had an update from our team about this. I've popped their answers below:

''My online monthly breakdown for 8th to 31st October does not show any credits.

I can now see the Ovo Interest Reward for 1st to 7th November but the amount does not appear to be right.''

>> So the interest reward is now paid when a Direct Debit payment is made and covers the period since it was last paid/calculated. So the first interest payment in the new system sometimes looks lower than someone expects but it is correct as it's for fewer days than they normally see it calculated for.

''Is the self service reward now being paid quarterly?''

>> Yes, so they'll see the first of these early next year.

''Hopefully my gas issue will be resolved soon but as a matter of interest if I rang you would it affect my self service reward?''

>> You can send us a PM here on the forum (including your account number, name and DoB. We'd be interested to look into what's happening. Sometimes there is a delay in some data being processed in the system and displayed.

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