Random smart meter readings caused billing issue?

Hey ​@callumrust 

Would you be able to share a photo of the electric meter with us? It might help us understand more here, as we don’t have access to accounts here at the Forum we can’t see the same photos you shared with the Support Team.

Hopefully we can gain a little more from that and try to advise on the next best steps.

Morning Abby no problem please see below photo from last night , I’ve checked and the ‘smart’ meter is now pulling readings daily , some quite odd usage between 17th to 18th July …… clearly still incorrect 

You will also see the reading in the photo runs on from the last manual entry prior to this smart meter issue 

as it’s pulling false readings from somewhere daily now , it now means I cannot manually input the correct readings into the app which was the process I used for the last 3 years since I moved into the property - so will just get progressively worse I suppose 

You will still be able to ring and give meter readings even if it won’t take them in the app or online. (I’ve ‘been there done that’ in the past).

As I said above it could be advantageous to watch the readings for a number of days and screenshot them again so you/we can see how they are changing.

With a few more we may be able to tell if it’s just estimates or if it may indeed be a crossed meter issue.

PS. What dates are your billing period? ie. when is the next one due?
Your bills show your meter serial numbers, so the next one you get will show what meter they are billing to, and if it has changed from your last bill (when you know that it hasn’t actually been changed) then that would be confirmation of a crossed meter.

The billing period is 16th - 15th of the following month. 
the OVO app typically updates a ‘live’ balance as far as I am aware with new readings but these smart readings don’t seem to be impacting my balance ….. yet …… again which is odd 
 

Ahh, so these odd smart readings appear to have started at the start of a new billing period.
The plot thickens as they say.

If you go to the meters page on your app then are the meter numbers now showing there the same as shown on your bill for June? (and what about your new bill for July?)

PS. As you have already raised a query about this with support then they have probably put a ‘Billing hold’ on the live balance, which will be why the balance isn’t changing with the readings.
(it may still be changing with the daily Standing Order amounts, depending on how they have done the hold).

Hi nukecad, yes the meter numbers are the same on the bills I’ve just checked . 
 

you are quite correct I hadn’t noticed that but the smart meter wrong readings have started at a new billing period yes 

I still can’t get head around the meter saying 11575 and the ‘smart’ meter saying 14022.

something has changed or been triggered , somewhere, on OVOs side. but there seems to be little assistance with trying to resolve 

I will attempt to call up to give a reading and see if that works but to be honest will be like reading ping pong and the more I change to correct the more there will probably be a daily meter reading from the ‘smart’ meter 

it’s odd also I was told when the manual adjustment was carried out my readings would be changed to ‘once a month’ as that may help the issue , so I’m not sure my the supposed smart meter is sending them daily , and also completely incorrect readings 
 

Hi nukecad 

fyi I also called up to put in the correct reading over the phone via the key pad but it won’t let me 

Any thoughts Abby_OVO ?