Android app has stopped showing electricity usage - gas is still showing?

@Tim_OVO , @Emmanuelle_OVO asked me privately for my account details last week so it seems to be possible to look into individual issues here. 

@Tim_OVO this forum was a last resort for me, as I’ve said a few times before.

, I tried the online chat, tried writing a letter and tried customer services twice both times getting different advice and both times saying someone will contact me (they didn’t) I even complained and no ones even bothered to a sewer that, in my experience the customer service is sadly lacking or even none existent I have have had some help on here by @Emmanuelle_OVO and a few others but sadly the problem is not resolved 

@squiffell @Tim_OVO  @Emmanuelle_OVO i know your having the same problems as me, thought I’d update the phone call I’ve had today re the only meter readings i have are from 2015/14 that’s on the app and online

the call handler says I don’t have an electric smart meter (i do) only gas, don’t think she believed me, I have to send a photo of it to OVO. I cant send in a meter reading as requested as it won’t accept it as the reading on 2015 was 98*** and now 36*** so understandably confused as am I, asked what the plan was ?? Wait 2 days and see if fixed. Anyone now how I can escalate this problem as the stress is unbearable, how do I speak to someone who has a clue……Help 

Groan! Thank you for sharing this with us, @Samuel. That's exactly the kind of story about customer service you read in the Ovo FB page.

I don't want to send a electricity meter reading as according to the android app my last meter reading was on 30 September 2014 and 1181 and now is over 20.000. Can you imagine the cost??? According to myaccount on the web the last reading was on 6 February 2014 but there are meter readings showing every day. This is very frustrating. At any other time, I might have considered changing suppliers, even though I've been with Ovo since the beginning and have always been happy with things.

Please, @Emmanuelle_OVO, help us get to the bottom of this.

@squiffell yes I’ve been with OVO for ages too but this is the first time I’ve needed to get in touch, the ones I’ve spoken to are clueless, not their fault I suppose but not mine either. I’ve looked into complaining to the energy ombudsman which I still may do but you have to give them 6-8 weeks to sort things first. I won’t let this drop though, who knows what my next bill will be 

Hey @ChrisHarris,

Thanks for your response, 

Are you able to send a screenshot of what you’re seeing on the Online Account?

Hey @Samuel and @squiffell,

Sorry for the issues you’re having,

I’ve already raised this internally to the product team with a link to this Forum thread. Unfortunately, we don’t access customer accounts on the Forum, but we do flag issues if they seem to be affecting a number of customer, as in this case. 

@Emmanuelle_OVO 

The problem is that the issues keep changing.

@ChrisHarris you can check the same meter reading page on the app. Click on Account at the bottom of the app. Then Meter readings. You should see the same meter reading info on the app and website. 

What is on the Usage page isn't guaranteed to be the same as that on the Meter Reading page. 

@Emmanuelle_OVO  here are screenshots of both online and android app of energy usage. The meter readings are showing on both. Fist screenshot is online.

Android App