Huge usage showing online and on app after I submitted a reading - is this because of the reading dispute?

Can you see what the latest meter reading is ? Maybe an extra zero crept in ?

Hey @Bart1975,

Sorry for the issues you’ve been having. 

As this issue is account specific and I don’t have access to your notes I can only speculate as to what might have happened here.

I’d advise taking a look at the readings on your online account and seeing if there are any estimated readings. 

You haven’t mentioned whether you have a traditional or smart meter. If you have a traditional meter and haven’t submitted readings in while… when you submit a read this might result in a spike in usage if we have been underestimating. We’ve got a great tutorial about how OVO billing works:

If you have a smart meter it might be that we lost, then regained communication with your smart meters. Check out this helpful guide for more information:

It may be a tech issue if the spike shown in the usage graphs isn’t reflected in your bills, account balance or meter reads. If this is the case I'd advise sending a screenshot to Support if you haven’t done so already. 

Keep us posted with how you get on!

Hi 

I have a normal meter . Not a smart one.

My readings have been estimated since I switched to OVO.  The readings I gave were a long way under the estimates that you had given me so have been put into the read disputes category’s , which is currently being dealt with . Could this have something to do with the app going crazy ?

Could you tell me how to send a photo to the support people also as I can’t see it on the page.

If you don’t have a smart meter, then the Usage pages won’t serve any useful purpose I’m afraid. You can submit a reading via https://account.ovoenergy.com/meter-readings or under Account > Meter Readings in the app.

To send files to Support, first fire up a Live Chat via https://help.ovoenergy.com (it’s the Message Us button!) and then use the image icon in the bottom left of the chat box.

I have just found out that SSE migrated my account to OVO with thousands of pounds of debt that does not actually exist. I was not in debt to SSE at all. 

OVO say i need to speak to SSE about it but their customer support number 0345 070 7373 is no longer in use.

How can i contact them to sort this out?

It’s a real nightmare! Please help.

Insist that OVO facilitate that conversation. SSE Energy Services were owned by OVO long before the migration of accounts took place, so any migrated balance is 100% OVO’s responsibility.

If you access your old SSE account online now it redirects ALL enquiries to OVO’s https://www.ovoenergy.com/help#contact_us_container which gives the standard OVO number (0330 303 506 for pay monthly customers).

The billing was on different systems, so the OVO agents likely don’t have access to the old account information (nor do you) but someone at OVO does and if they simply try to palm it off as someone else’s problem they are way out of order because your pre-migration account is still OVO’s responsibility.

They are trying to fob you off because that is easier and it helps their call statistics,  but dig your heels in and Insist that OVO themselves put you in touch with the department responsible for the migrated balances.

You should however be able to view at least a year’s worth of your old SSE statement information through the ‘FULL BILLING HISTORY’ at the bottom of the first page you are presented with after logging into your online OVO account, so that may give you some indication of what is going on. 

Hey @willrankin,

Sorry for the issues you’re having,

@MCH59 is correct, there will be a backend team in OVO that can view the details of your previous billing with the old supplier. 

I’m wondering if an out of line meter reading was submitted? Or the meter read used on your final bill was incorrect? Do you have access to any of your statements?

Hi All,

I've been moved from SSE to OVO but it has been a nightmare.

They are demanding payment on the "estimated" invoice from the move over from SSE. This estimated bill is twice as much than my normal usage.  I'm at my wits end and this is causing me great stress! 

There have been cases which have been opened only to be closed without them notifying me of any resolution. There have been around 6 cases now opened only to be "shut" again and people telling me it would be resolved etc... and nothing.

I've been paying the "true" invoices which have come through since the move but the opening balance from SSE is massively incorrect.

What can I do?

Thank you everyone

Rebecca

Hey @RebeccaJ,

Sorry to hear this,

Does the final meter reading from the old supplier match the opening meter reading from OVO? If not, this will need to be raised to our billing team to resolve. 

If the meter readings do match but are out of line with your actual readings, a meter reading dispute will need to be raised. You can find out more about this topic here: