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Our smart meter battery run out after just 1 year - is this normal?


Hi Ovo, Our gas supply suddenly cut out last week and a king and helpful Ovo support line worked out that our smart meter battery had run out after just 1 year! They came and changed it and everything seemed great. Today I've had a phone bill for £40!! For speaking to Ovo for 15 minutes!!! This is horrendous Ovo!! It wasn't our fault a battery said to last 10 years lasted just 1!! Shocked.
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Best answer by Tim_OVO 27 February 2017, 18:38

Hi Ovo, Our gas supply suddenly cut out last week and a king and helpful Ovo support line worked out that our smart meter battery had run out after just 1 year! They came and changed it and everything seemed great. Today I've had a phone bill for £40!! For speaking to Ovo for 15 minutes!!! This is horrendous Ovo!! It wasn't our fault a battery said to last 10 years lasted just 1!! Shocked.

Hi Jenny,

Thanks for posting this topic - it’s a shame to hear about this smart meter battery issue, and the high phone bill you’ve received.

Those smart meters would usually have a battery life of at least 10 years, so it’s unusual for this issue to crop up so soon. On top of that, I’m left scratching my head at those phone chargers. OVO have free to call numbers for both landlines and mobile phones. These numbers can be found on our website, here: http://ovoener.gy/contact.

What you may have done is get a contact number from a search engine (like Google, Bing etc) that redirects you to us. Some websites offer the contact details of energy providers, and then charge a premium rate when you use them. Can you share with us the number you used? Unfortunately, we’re not able to prevent third parties from doing this, so please use the contact details on our website moving forwards.

Has anyone else received charges after calling OVO via a number given in a search engine?

Tim

**Updated 16/07/2019**

We have a new number check out more info here.
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Hi Ovo, Our gas supply suddenly cut out last week and a king and helpful Ovo support line worked out that our smart meter battery had run out after just 1 year! They came and changed it and everything seemed great. Today I've had a phone bill for £40!! For speaking to Ovo for 15 minutes!!! This is horrendous Ovo!! It wasn't our fault a battery said to last 10 years lasted just 1!! Shocked.

Hi Jenny,

Thanks for posting this topic - it’s a shame to hear about this smart meter battery issue, and the high phone bill you’ve received.

Those smart meters would usually have a battery life of at least 10 years, so it’s unusual for this issue to crop up so soon. On top of that, I’m left scratching my head at those phone chargers. OVO have free to call numbers for both landlines and mobile phones. These numbers can be found on our website, here: http://ovoener.gy/contact.

What you may have done is get a contact number from a search engine (like Google, Bing etc) that redirects you to us. Some websites offer the contact details of energy providers, and then charge a premium rate when you use them. Can you share with us the number you used? Unfortunately, we’re not able to prevent third parties from doing this, so please use the contact details on our website moving forwards.

Has anyone else received charges after calling OVO via a number given in a search engine?

Tim

**Updated 16/07/2019**

We have a new number check out more info here.
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Am sorry to hear you have been charged such a high amount Jenny.
Unfortunately, I have never contacted OVO by looking up the number on a search engine, so cannot offer any advice on this.
Sorry

Emma
I used the number from an Ovo website on google? The number is 08437705067..... me and my partner struggled to find the right number, and we read that Ovo drop customer discounts/benefits if a customer uses the phone instead of going online?? Some problems can't be solved online, I think perhaps it's to dissuade callers?
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I used the number from an Ovo website on google? The number is 08437705067..... me and my partner struggled to find the right number, and we read that Ovo drop customer discounts/benefits if a customer uses the phone instead of going online?? Some problems can't be solved online, I think perhaps it's to dissuade callers?

It looks like this number has come from a website that’s not associated with OVO, Jenny1. If you need our contact numbers, they can be found on our website here: https://www.ovoenergy.com/contact.

We certainly won't penalise customers for contacting us if they need help with something that they can’t do online so please don't hesitate to contact us if this is the case.

^Lucy
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If I'm given a phone number that doesn't begin with 01 or 07, I Google the opening numbers with the question "How much is it to call an 0344.. number?" I once tried to order online to a well known firm on a Sunday. . The order went through but I was told to ring next day to confirm delivery date. It took 20 mins to sort out and cost me £4 in phone charges.

Tbh, the main reason I'm with OVO is for their free number if I have a problem.
Since we had a smart meter installed in January, our past usage information has disappeared - both online and on the OVO app. This is annoying as it's useful to see what we were spending in previous years, especially since we're having works done and seeing how we can be more energy efficient. Is this normal?
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Since we had a smart meter installed in January, our past usage information has disappeared - both online and on the OVO app. This is annoying as it's useful to see what we were spending in previous years, especially since we're having works done and seeing how we can be more energy efficient. Is this normal?

Morning edonadoni,

When a new meter is installed, we need to remove the old meter from the customer's account (otherwise the billing would get a bit confusing) which means that the old meter will no longer be reflected on the customers My OVO account.

Don't worry though - this usage information won’t be permanently removed and we can locate it if we need to.

Hope this helps,
Lucy
Userlevel 2
Hi,

I've just had smart meters installed, but the meters and the IHD are showing incorrect tariff details (gas 3.26p/kWh vs 3.10p/kWh, elec 16.21p vs 15.44, SC 28.77p vs 27.40p per fuel).

I presume that this doesn't effect billing, since it's usage that's sent to Ovo, not meter-calculated costs, but I'd still like to know why this is happening and how to get it fixed.

Thanks,

Richard Philpott



Hi,

I've just had smart meters installed, but the meters and the IHD are showing incorrect tariff details (gas 3.26p/kWh vs 3.10p/kWh, elec 16.21p vs 15.44, SC 28.77p vs 27.40p per fuel).

I presume that this doesn't effect billing, since it's usage that's sent to Ovo, not meter-calculated costs, but I'd still like to know why this is happening and how to get it fixed.

Thanks,

Richard Philpott


Hi

I have the same problem in that the tariff I am on is not reflected in the meters or IHD.
I assumed it would eventually come good but I have had my smart meters since mid November last year. As Richard Philpott says it's only usage that is sent to OVO but it would be nice if the IHD was using the correct tariff to calculate costs.

Mike Bloore
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I've just had smart meters installed, but the meters and the IHD are showing incorrect tariff details (gas 3.26p/kWh vs 3.10p/kWh, elec 16.21p vs 15.44, SC 28.77p vs 27.40p per fuel).

I presume that this doesn't effect billing, since it's usage that's sent to Ovo, not meter-calculated costs, but I'd still like to know why this is happening and how to get it fixed.


Hi rgphilpott,

Thanks for posting this.

Those tariff rates on the In Home Display (IHD) are showing correctly. The only difference is they're including the 5% VAT. On My OVO (and your statements), these prices will be shown without that 5% VAT, as it's added separately.

To make sure you’re getting the most out of your IHD, there’s a handy OVO Answers guide for you here: https://www.ovoenergy.com/ovo-answers/topics/smart-technology/smart-meters/how-can-my-ihd-and-smart-meter-help-me-manage-my-energy-use.html.

Tim
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Hi

I have the same problem in that the tariff I am on is not reflected in the meters or IHD.
I assumed it would eventually come good but I have had my smart meters since mid November last year. As Richard Philpott says it's only usage that is sent to OVO but it would be nice if the IHD was using the correct tariff to calculate costs.

Mike Bloore


Hi Mike - thanks for getting involved!

Check out my reply to rgphilpott, and let us know if this 5% VAT is the cause of the miss match in those prices.

Tim
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Hi rgphilpott,

Those tariff rates on the In Home Display (IHD) are showing correctly. The only difference is they're including the 5% VAT. On My OVO (and your statements), these prices will be shown without that 5% VAT, as it's added separately.

To make sure you’re getting the most out of your IHD, there’s a handy OVO Answers guide for you here: https://www.ovoenergy.com/ovo-answers/topics/smart-technology/smart-meters/how-can-my-ihd-and-smart-meter-help-me-manage-my-energy-use.html.

Tim


Thanks Tim, that makes sense.

I note that nowhere on the "My Plan" page in MyOvo does it state that the figures are VAT exclusive, nor does the IHD help page you linked to mention or explain the apparent discrepancy (in fact, it doesn't mention the IHD tariff pages at all).

RIchard.
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Thanks Tim, that makes sense.

I note that nowhere on the "My Plan" page in MyOvo does it state that the figures are VAT exclusive, nor does the IHD help page you linked to mention or explain the apparent discrepancy (in fact, it doesn't mention the IHD tariff pages at all).

RIchard.


Thanks for the reply, rgphilpott. You've raised a good point here, and I've asked for the info about the IHD, on OVO Answers to be reviewed, to include a mention of this tariff display page.

We're also working on updating My OVO to explain about the VAT charge, so watch this space!

Tim
The account option on my smart meter asks for a vend code to be entered. I tried my account number but this is refused.
Where do I find this number?
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The account option on my smart meter asks for a vend code to be entered. I tried my account number but this is refused.
Where do I find this number?


Hey Wronglepuss,

First of all - Congratulations on being our 100th user!!! It’s great to have you onboard with us and it’s fab to see you already getting stuck in on the OVO Forum.


A Vend code is a 20 digit numerical command that is normally related to Pay as you go customers. As you’ve posted this in the Pay Monthly forum, I imagine you’re a Pay monthly customer so in this instance, this has appeared on your meter because ‘A’ has been pressed. All you’ll need to do is press ‘B’ on your meter. This will flash up with the message ‘rejected’ and then will go back to normal.

Hope this helps,
Lucy
Hey Wronglepuss,

First of all - Congratulations on being our 100th user!!! It’s great to have you onboard with us and it’s fab to see you already getting stuck in on the OVO Forum.

A Vend code is a 20 digit numerical command that is normally related to Pay as you go customers. As you’ve posted this in the Pay Monthly forum, I imagine you’re a Pay monthly customer so in this instance, this has appeared on your meter because ‘A’ has been pressed. All you’ll need to do is press ‘B’ on your meter. This will flash up with the message ‘rejected’ and then will go back to normal.

Hope this helps,
Lucy


Thanks for your prompt reply but regret I do not understand. I am a pay monthly customer and wanted to see details of my account e.g. balance in credit or in debit, monthly charges etc.

If I press menu on the smartmeter one selection is "Account" which if pressed asks for the Vend code. I can see no A or B on the meter to press?.

In my search for these details I have come across "monthly history" that states I have accumulated usage since the meter was installed of 1158 MWh electricity and 8231 MWh gas. This is ludicrous - please explain.

Thank you
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Thanks for your prompt reply but regret I do not understand. I am a pay monthly customer and wanted to see details of my account e.g. balance in credit or in debit, monthly charges etc.

If I press menu on the smartmeter one selection is "Account" which if pressed asks for the Vend code. I can see no A or B on the meter to press?.

In my search for these details I have come across "monthly history" that states I have accumulated usage since the meter was installed of 1158 MWh electricity and 8231 MWh gas. This is ludicrous - please explain.

Thank you


Ahh, I see. You won't be able to see that on the meter itself. You’ll need to log onto your My OVO account here: https://my.ovoenergy.com/login, or take a look at your In Home Display (IHD).

When your meter was installed, it will have been installed to ‘0’ readings. Please post another comment on here once you’ve taken a look at your IHD and taken a look at your My OVO account.

Thanks,
Lucy
Ahh, I see. You won't be able to see that on the meter itself. You’ll need to log onto your My OVO account here: https://my.ovoenergy.com/login, or take a look at your In Home Display (IHD).

When your meter was installed, it will have been installed to ‘0’ readings. Please post another comment on here once you’ve taken a look at your IHD and taken a look at your My OVO account.

Thanks,
Lucy


Perhaps there is some confusion here. The "smart meter" I am referring to is the device I have in the house - the IHD?

All my comments in previous posts relate to this device not the meters in the meter boxes.:?
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Perhaps there is some confusion here. The "smart meter" I am referring to is the device I have in the house - the IHD?

All my comments in previous posts relate to this device not the meters in the meter boxes.:?


I think so! It sounds like you’re referring to the In Home Display (IHDs). On this, you’ll be able to see your charges in the ‘History’ section - you’ll be able to see your hourly, daily, weekly and monthly usage. You won’t be able to see your balance (whether you're in credit or debit), but you will be able to see this on your statements and your My OVO account.

As the same IHDs are sent to Pay as you go and Pay monthly customers, you may find that there are some sections on there that aren’t applicable. For example, the ‘account’ section is relevant to Pay as you go customers but not Pay monthly.

There’s an OVO answers article which you can find here which might help a bit further with this too.

Hope this helps,
Lucy
I think so! It sounds like you’re referring to the In Home Display (IHDs). On this, you’ll be able to see your charges in the ‘History’ section - you’ll be able to see your hourly, daily, weekly and monthly usage. You won’t be able to see your balance (whether you're in credit or debit), but you will be able to see this on your statements and your My OVO account.

As the same IHDs are sent to Pay as you go and Pay monthly customers, you may find that there are some sections on there that aren’t applicable. For example, the ‘account’ section is relevant to Pay as you go customers but not Pay monthly.

There’s an OVO answers article which you can find here which might help a bit further with this too.

Hope this helps,
Lucy


This would be OK if the "History" made sense. As said before I see cumulative values in thousands of MWh. Values at bottom of bar charts that do not correspond to relative bar heights and bar chart bottom values identical for electricity and gas usage.:@

I thought the IHD was supposed to help me closely monitor my usage - so far I got more out of your previous non smart system which was incidentally far easier to use and monitor than that of my my previous supplier.

I respect that this may not be immediately down to OVO but must be down to whoever supplies the software on the Smartmeter/IHD combination. If they wish to contact me wrt my problems then I would be please to help.
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The account option on my smart meter asks for a vend code to be entered. I tried my account number but this is refused.
Where do I find this number?


I have my IHD set on Live Usage, and pretty much leave it there. For Historic Usage (I think you're much better off logging into your Smart History in your My OVO account... You can look back at previous usage, and if your meters are set to Half-Hourly reads you can even see how much energy you were using all throughout a particular day...

My OVO can only handle your current meters, so you can't see back past the smart meter installation, but once they've been in a while your usage graph gives a real picture of usage over time... You can actual see how much that kettle, or shower, or dinner cost... or how much background usage goes on when you though most things were off...

So, IHD for Live usage, Usage Graph for History, Statements for Money stuff... 🙂
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So, IHD for Live usage, Usage Graph for History, Statements for Money stuff... :)

I reckon you've hit the nail on the head, stateofit.

Don't forget though, the IHD can also be useful for setting usage targets. Check out this page for info on how to do this (and let us know how you get on): https://www.ovoenergy.com/ovo-answers/topics/smart-technology/smart-meters/how-can-my-ihd-and-smart-meter-help-me-manage-my-energy-use.html.

Tim
Have a smart meter along with read out unit in my kitchen. Neither the read out unit, nor the useage readings on the Ovo web site haven't updated since the 6th March. Normally the read out unit updates every hour.

The read out unit also not showing me instantaneous usage.

Assume there's some kind of communication fault.

Any ideas>
When I had my smart meter installed it initially was wrongly set up as pay as you go when I had ordered pay monthly. This issue which was rectified on the day. Everything seemed OK till a couple of months later when I got a randomly high summer bill. £90 instead of £50. I have never previously or subsequently had a bill that high and even though I questioned it, it is still unresolved. Has anyone else had this issue?
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Have a smart meter along with read out unit in my kitchen. Neither the read out unit, nor the useage readings on the Ovo web site haven't updated since the 6th March. Normally the read out unit updates every hour.

The read out unit also not showing me instantaneous usage.

Assume there's some kind of communication fault.

Any ideas>


Sounds like it, pauljluxton. Have there been any changes in your property that might result in the signal to your smart meter being blocked? If you could complete the below information and send it over to our Social Media team via Facebook private message or Twitter Direct Message (along with your name, DoB and OVO account number), they’ll be happy to help you with this.

1) Confirm your smart meter serial numbers - they are written close to the barcode on each meter and should begin ‘G4P...’ for gas and ‘15P...’ for elec.
2) Look for a light labelled WAN on the front of your electricity meter - is it flashing/solid/off?
3) Check the word HAN on your gas meter display - is this flashing or solid?
4) Press 0 on your electricity meter - does it show the time & date or the word COMMISSION?
5) Press 0 on your gas meter - does it show the time & date or the word COMMISSION?
6) Press 9 (or 6 if you have a two-rate meter) on your electricity meter and provide your current read which appears after the word ‘IMP KWH’.
7) Press 9 on your gas meter and provide your current read which appears after the word ‘VOLUME’.

By completing the above information, it will help our team to establish what’s causing this

Cheers,
Lucy

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