Solved

Can't get OVO to bill my electricity use following smart meter install

Forum|Forum|3 years ago
February 10, 2023
22 replies
457 views

I had SMETS 2 smart meters installed on 21st December, so coming up for eight weeks ago.

Meter readings for both the gas and electricity are showing up just fine on my account.

My gas usage is billing nicely (but I barely use any of that because I can’t afford to); but, despite submitting meter readings, I haven't had a single consumption-based charge for electricity since they stopped doing (wildly inaccurate) estimated charges for the old disconnected meter on 9th of January.

I haven't had a meaningful bill since November and my next bill is due in three days.

I've spoken to customer services umpteen times, by (edited by moderator) and voice call, but they are as much use as a chocolate teapot and refuse to let you speak to anyone knowledgeable.

I am trying to stay ahead by keeping my account in credit by what I THINK the missing charges should be, but I shouldn't have to do that, especially as I am disabled, living with multiple complex health conditions, cognitive impairment resulting from brain damage and on the priority service register. I have asked OVO to help me with working those charges out but they refuse point blank.

I am desperate for an accurate bill. I am terrified about the charges I am going to be hit with when they do finally get this sorted … I also need it sorting so I can get back onto Direct Debit, which isn't going to happen until I do get an accurate bill and a more realistic DD amount than the £170 (£5.59 per day, which is double what my actual average daily use has been during the winter) that OVO currently expect because they aren't working it out based on accurate billing.

Any ideas how one gets OVO to sort this mess out?

If it isn't sorted out, the next step seems to be to simply refuse to pay anything at all, as is my legal right, until OVO makes a reasonable attempt to meet their statutory obligation to bill accurately; but whilst that might get someone to pull their finger out, it doesn’t help with the stress of outstanding unbilled charges.

Best answer by Jeffus

Updated on 31/10/23 by Abby_OVO

Hey @MCH59,

Sorry for the issues you’re having,

It can take 6 weeks to get a statement following a meter upgrade, this is because our systems as well as the national database need to be updated with the new meter details.

Also, if your previous meter was faulty, we may need to re-estimate your previous billing. It might be best to contact Support with an update as they’ll have access to your account.

Keep us posted with how you get on.

We have seen this before recently @Emmanuelle_OVO .

The poster sees the electricity smart meter readings on the meter reading page, but these don't feed through to the billing

We are seeing regular examples for some existing customers as well.

Perhaps there are some edge cases where the Kaluza billing system needs tweaking? Or some tweaked advice for the Support Team to give out to customers?

There are examples on the forum if the Kaluza team want them.