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Hi there,

 

I’m curious to know if I’m being over charged with OVO

 

Example in the image below from my December usage

 

During the 22nd-29th my property was empty and all electrical devices were turned off as I went home from Christmas

 

But I still got charged around £6 per day?

 

Last week my direct debit was increased to £113, today it was increased again to £198

 

I live in an all electrical maisonette, one bedroom, two storage heaters and water heater

 

The heaters only be used a few hours at night

 

There was major delays and difficulties getting my supply switched from BOOST to OVO 

 

My meter was set at zero when it was installed around the seconded week of December 

 

It read over 1000KWH at the end of December

 

How is this possible if I was only using the recently switched power supply for about two weeks in December ?

 

Why is the usage showing when I wasn’t even with OVO at the time, or when the property was empty?

 

Why does it say I’m using around 20KWH per day? This makes no sense ?

 

What’s going on, any advice? I’ve tried the online chat many times with no results as people at OVO just kept closing the chat

 

 

Hi @Reece ,

Couple of questions:

  1. Do you have Smart Meters?
  2. If you DO, are they set to Half-Hourly, Daily or Monthly readings? Skip this question if you don’t have Smart Meters
  3. Are you sure you definitely shut down everything overnight?
  4. What are the meter readings that you’re seeing at https://account.ovoenergy.com/meter-readings/history/electricity
  5. Do you have anything like Economy 7 or some other multi-rate tariff?

Please also post screenshots of the meter readings from https://account.ovoenergy.com/meter-readings/history/electricity and photos of your meters and everything around them - more is better.

Based on your answers, I may need to ask more questions to help me figure this one out.

Thanks

  1. Yes, I have a smart meter
  2. They were daily but I believe they were switched to half-hourly
  3. Yes I turn everything of at the plug every night
  4. It doesn’t show previous reading for December - Jan is attached  
  5. My supply with OVO is one year fixed ECOM-7, The storage heaters are ECOM-7 but they are only switched on when needed at night. 

 

For some reason I was charged from the 29th Nov but I wasn’t with OVO until the second week of December as there was issues switching from BOOST Pay-As-You-Go to OVO Direct Debit

 

It seems like I have been charged for what I used with BOOST before I got switched over to OVO

 

Here are Januarys readings:

 

 

 

You were billed using estimates on that bill. Please ask OVO to dig into it - they’ll sort this one out for you.

You’re also getting intermittent meter readings - they’re meant to be daily. Try https://smart-meter-help.ovoenergy.com whicy may help with that. I’d also recommend bumping up to Half-Hourly Readings too.

I’ve sent an email to the complaints team as no one is replying on the online chat. 

 

Will update if resolved. 

Hey @Reece,

 

Welcome to the OVO Online Community,

 

I’m sorry to hear of the issues you’re having,

 

Once you complete a smart meter health check, the smart metering team will investigate. They’ll try and resolve the issues with your smart meter remotely, if this doesn’t work you’ll be contacted and an engineer appointment will be booked. 

 

 

Updated on 26/09/24 by Shads_OVO

  1. Yes, I have a smart meter
  2. They were daily but I believe they were switched to half-hourly
  3. Yes I turn everything of at the plug every night
  4. It doesn’t show previous reading for December - Jan is attached  
  5. My supply with OVO is one year fixed ECOM-7, The storage heaters are ECOM-7 but they are only switched on when needed at night. 

 

For some reason I was charged from the 29th Nov but I wasn’t with OVO until the second week of December as there was issues switching from BOOST Pay-As-You-Go to OVO Direct Debit

 

It seems like I have been charged for what I used with BOOST before I got switched over to OVO

 

Here are Januarys readings:

 

 

 

So

The only thing you are billed is what is in that final table.  ie what you see on this page

https://account.ovoenergy.com/meter-readings/history/electricity

You are never billed what you see on the graphs. Those graphs simply attempt to estimate what you use as your meters are not sending at least daily readings. So they don't show a true picture of when your home was empty.

Once you are switched to 30min readings you should see daily figures on this page

https://account.ovoenergy.com/meter-readings/history/electricity

And 30min consumption this page (this isn’t used  for billing but is useful)

https://account.ovoenergy.com/usage?datePeriod=daily&unit=kwh&fuel=electricity

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