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Why has my usage doubled since my smart meter was installed?

  • 12 November 2018
  • 36 replies
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36 replies

Userlevel 5
Hi @Eddy12345 - this sounds like a technical issue with the In Home Display device. You aren't charged from this information, you're charged according to the readings gathered directly from each meter. If you give the team a call on 0330 303 5063 they'll be able to arrange for a new IHD to be sent out.

Thanks

It sounds like the meters haven't been 'commisioned'

Once commissioned, all the correct tariffs, standing charges, etc will be updated and usage will be then accurately given.

These smart meters aswell, are tried and  tested, just like normal meters are, obviously you do get the odd failing. 

Hi @PatCrowder@Mn11@Jlmjlm,

There could be a couple of things that have happened here to increase overall costs.

First let me say that having a smart meter installed won't directly increase your costs. There are no hidden costs to having one fitted, and your tariff won't change. There are two things that will change after getting a smart meter, though. Your bills will nolonger be estimated - if you hadn't provided regular reading previously then you bills may have been estimated and therefore not accurate. A smart meter will send us a reading when we need it to make sure you bill is spot on. The second is that the meter will clock accurately. Old meters (this does depend on how old your previous meter was) can slow down, or even speed up meaning they're not measuring your energy useage correctly. We'd only expect to see this with very old meters. A brand new meter, smart or otherwise, will clock what you're using accurately.

Further to this, the last few months have seen the weather getting colder - this inevitably means we have the heating on more, and likely have lighting and other electrical appliances on more as we're spending more time indoors while the nights are longer.

Another thing to consider is if you've renewed onto a new tariff recently. The unit rates and standing charges will likely have changed from your previous tariff. You can check the new rates on your "Profile" section online. Your old rates will be available on previous statements online too.

Hope this has helped explain. If you've got any more questions, please comment below!

Thanks,
Nancy

Updated on 12/07/2019

Do changes in Tariff get updated on the Smart Meter so the cost you see is the cost you pay?  My Smart meter is a lot higher than the actual usage i see in the app / what i get billed.

Userlevel 6

I think you’re referring to your In Home Display, @Darth Raider, when there is a tariff change the unit rates should update on the IHD to reflect the change. 

The IHD doesn’t reset monthly after a statement, this may explain the difference you’re seeing in your IHD and the statement, more info here

I hope this helps! 

 

All

 

I’d like to add my experience with having an Ovo smart gas meter installed. We moved into our house, much the same size as previous house but an older build which had British Gas smart meters.  We had been Ovo customers at our previous house, with smart meters, and swapped back to Ovo which meant the Smart meters had to be changed.  From the moment the gas meter was changed our bills rocketed.  After year we had the meter removed and tested which means a new meter is fitted. This cost us a little over £130.  After several months of chasing we finally got the results of the meter test which said it was working fine.  We had no further avenue to challenge the gas usage HOWEVER since the replacement gas meter was fitted, usage has reverted back to what it was prior to the first Ovo smart meter so in effect our £130 pounds was worth paying out. There remains no doubt in my mind that must have been as issue with the gas meter we had tested as nothing else explains the excessive usage we incurred whilst it was fitted but neither before it was fitted nor after it was removed.  Nothing else changed in the house or with the occupancy.  We are no longer with Ovo needless to say.  

It seems this is a running issue with Ovo! I now have absolute belief and am working on the proof that Ovo are double clocking my electric. I am having an independent Qualified electrician come to my property to test all my appliances and check electrics. He has already confirmed that there is No possible way that a small 3 bed semi is using such a monumental amount of electric bearing in mind all my lights are low voltage LED, all my appliances are A rated and newish. I have no hot tubs, No emersion heater, No electric heating. And yet my property is using nearly £10 electric per day. My monitor clearly shows high usage when only a single light bulb is turned on. We have tested this by switching off all other zones in the house at the main fuse board and switching on only a single light. The usage registered as DOUBLE the wattage of the light bulb! Ovo are criminals and are stealing from the public. Until we all come together and take this to Ofgem we will get no where with Ovo! They deliberately make it almost impossible to register a formal complaint. They try to charge is hundreds of pounds for an inspection to investigate the issue, and should we pay it, the meter will go to THEIR payed labs, and as such they deal with it all internally! No way such a dishonest company is going to make findings in our favour. My advice is we all need to avoid these criminals like the plague, and get this out there so the whole world knows about these criminals. 

Userlevel 7
Badge +1

Hi @Will25280 ,

I’m Blastoise186 and I’m one of the forum volunteers around here, and also an OVO customer just like you are. I don’t work for OVO myself, so I’m able to act independently.

The first thing I should mention is that the figures on the In-Home Display are a guide and are not official. For the actual bills please check MyOVO for a more accurate figure.

I can also offer to help test the accuracy of your electric meter for free with a Creep Test. If you’d like to do that, please let me know and I’ll guide you through it. The meter will remain in place during the entire test and as this forum is public, there’s plenty of eyes who can audit what I do and intervene if I’m getting things wrong.

Please could you also post photos of everything, that helps me a lot.

Thanks

Hello we alll seem to be expereincing the same problem with OVO and the reply we are getting are just not good enough.  The replies appears to be  automatic standard replies . Has anyone got a satisfactory resolution?  Has anyone raised a complaint with Energy Ombudsman? 

Maybe we should all get together and put a letter of complaint to them and then to OFGEM something is really wrong with these smart meters or alternatively approach the media?

I thin that summarises OVO - https://utilityweek.co.uk/ovo-tops-ukrn-list-for-complaints/

Ovo Energy received more complaints per 100,000 customers than any other supplier in the energy sector’s latest scorecard by the UK Regulators Networks (UKRN).

Beginning last year, UKRN publishes annual scorecards for four sectors: Energy, water, telecoms and finance.

The scorecards examine key consumer metrics covering service quality, price differentials and satisfaction levels.

Information in the scorecard for energy was collected by Ofgem in Q3 and Q4 2020 and compared to the same time in 2019, the total volume of complaints received by suppliers decreased.

Topping the list with 2,293 complaints per 100,000 in Q3 is Ovo Energy, which also includes the customers of SSE which it acquired in January last year, as well as those of Boost and Spark Energy.

Userlevel 7
Badge +1

I thin that summarises OVO - https://utilityweek.co.uk/ovo-tops-ukrn-list-for-complaints/

Ovo Energy received more complaints per 100,000 customers than any other supplier in the energy sector’s latest scorecard by the UK Regulators Networks (UKRN).

Beginning last year, UKRN publishes annual scorecards for four sectors: Energy, water, telecoms and finance.

The scorecards examine key consumer metrics covering service quality, price differentials and satisfaction levels.

Information in the scorecard for energy was collected by Ofgem in Q3 and Q4 2020 and compared to the same time in 2019, the total volume of complaints received by suppliers decreased.

Topping the list with 2,293 complaints per 100,000 in Q3 is Ovo Energy, which also includes the customers of SSE which it acquired in January last year, as well as those of Boost and Spark Energy.

Having posted on this forum for a few months this is what i have observed rather than anything scientific. So it may not be completely accurate. 

OVO appear to have had more issues than they would have liked migrating customers from SSE to OVO. Most migrations have been fine, but too many have had issues, some have been slow to resolve it appears.

Also I wonder if OVO is careful enough on following up on issues generally raised by customers, particularly whether they are quick enough and whether they keep customers informed. It may be more issues result in complains as customers get rightly frustrated. 

Review sites aren't a perfect proxy but OVO doesn't do bad in customer feedback although obviously there are some unhappy customers. This is a comparison of OVO vs Scottish Power for example. 

https://uk.trustpilot.com/review/www.ovoenergy.com

https://uk.trustpilot.com/review/www.scottishpower.co.uk

Overall i have been very happy with OVO, albeit they are not perfect. But obviously some customers have had bigger issues. 

This is not about customer satisfaction but about billing and something is definitely going on with their meters - like many others in this forum my problem started as soon as smart metre was installed. We can’t all be wrong and OVO right. 

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