Delay in Power Move results and credit

Only electricity use is included in any of the Power Move schemes.

The Power Move schemes are all about reducing demand on the electricity network at peak times, by moving your use away from them.

My “Power move” credit is also missing from the latest bill. Did you remember to sign up for it in the mobile app? I got the email last week: “Well done, you made it onto Tier 1 in October. That means £11.23 Power Move credit will soon be on its way to your energy bill.” [mine is £11.23 not £12 because I signed up a couple of days late). But the only thing on my 6th Oct-5th Nov bill is a “Power Move Correction” of £3 because September’s was miscalculated to tier 3 when I actually achieved tier 2, the expected £11.23 is not showing at all.

I didn't always walk 3 hours. Just the last 6 months. I'd been away looking after a friend after his surgery and we ate a lot and watched TV. So I wanted to lose weight.

I think for me, meeting the PM target is purely down to using the kettle and washing and drying clothes outside of peak hours. If I make a hot drink during PM I use the gas.

Tradition teaches us to eat at certain times whether we are hungry or not, but then that's another arguement for another time (someone else's arguement that is, not mine)

Hey all, 

Please expect a delay in payments this month due to a slight change to how your Power Move data is calculated. The team has provided an update below regarding some recent issues with collecting data from smart meters and the changes that were made to improve this for everyone. 

“Our consumption data collection and calculation process previously ran from 1 pm each day, collecting consumption data from the day before. We've since identified that some data now doesn't return until later in the day after the calculation process has been completed, so for the day before you may have been classed as 'no-data' which is why some of you may have seen in your progress update that we don't have enough data to calculate your progress.

We've now moved our process to run later in the day and have been testing to ensure this pulls through as much data as possible. There will still be some circumstances where we couldn't retrieve any data for a genuine reason, but the tests have seen a dramatic reduction in the number of customers with 'no data' we've had so far in October.

At the end of October, we will calculate rewards and look to pull through data from the first 2 weeks of October that have previously been flagged as not having any. We will only use this data for your end-of-month results if it positively impacts your peak %, e.g. you now earn a reward or go up a tier, if it would negatively impact your end-of-month results then we will honour the more positive result and reward.”

When they were collecting the data needed to calculate your Power Move data, the system was running too early, causing some of the data to be missing. They’ve trialled a new time for collecting the data and have seen a huge improvement so far. They’ll need to process payments this month manually, which means a small delay until the credits arrive, but it’s nothing to worry about. You should receive an email confirmation of your award.

Things should return to normal in November with the process being fully automated and the feedback we’ve had from users has helped us make improvements that are helping everyone. If you have any follow-up questions let me know!

OK its now the 11th and still no Power Move Credit .There is no point talking with the chat line they can’t get their head around the difference between Beyond Poewer Move and Flex. No matter how many times I explained that they were 2 different schemes they just kept repeating what was on the bill. After an hour I had to cut off because I was getting soooo angry. I have seen that the Mods sometimes get a clearer answer from them so HELP!!!!!!

As I suspected, and as Chris_OVO has now confirmed above, the delay this month is simply due to the fact that they are having to calculate some things manually.

They say that they should be back to speedier automatc calculation next month.

PS. You are also correct that we often know what is going one here before the latest information has had time to get down to the support agents.
Not their fault, they can only tell you what they themselves have been told about..

“having to calculate some things manually” - what year is this Ovo? The javascript bookmark from @Tron Burgundy, and also post processing Glowmarkt data in Excel, have both been working for many months. But my gripe today is that Ovo haven’t updated the customer facing staff about this issue. Today I was on the online chat for ages because my most recent PM credit hasn’t been applied, when the reason was already known internally, and I should’ve been told that in the first 2 minutes. Wish I’d read the above first - but then, I shouldn’t have to, as they should know. Just wastes everyone’s time. [Edit: How can I get the email telling me I hit Tier 1 and what my payment is, and then that doesn’t make it to the bill - how has that anything to do with “...pull through data from the first 2 weeks of October that have previously been flagged as not having any”?]

Hey @Sally123,

I’m sorry to hear that you’ve had issues speaking with our Support Team. If I can add some perspective for you when you call through to our Support Team they mainly handle account based questions and normally just have an overview of what Power Move/Power Move flex is. If you ever have any questions about Power Move feel free to ask them on the Forum and we can get you some answers as we have access to the team 🙂

@Alandamore I’d hope that it’s 2024 or my calendar is lying to me 😅 Normally the full process is automated from calculations to payment and the Power Move team only need to ad-hoc change something if an issue happens. Some of our members weren’t meeting the target due to a mismatch of when their data was available for calculation. The team made some improvements to the process and re-ran the process for this month to make sure they didn’t miss out on credits which is the reason for the delay. I’m sorry it’s caused you concern but you will have received an email confirming that your reward for the trial and these will be paid soon. I’ll link the thread where the issue was identified below. Our frontline staff haven’t been made aware of this as it was just tested within this cycle to ensure that it works as intended. 

If you have any more questions i’m happy to help.