I have a SMETS1 Aclara Smart Meter- It's showing usually high figures on my In Home Display?

Incredibly poor service from this outfit. I have been on estimated meter readings since January and have totally failed to get this corrected. I’m now told my dd will increase to £754 from £122 based on these incorrect readings. Nobody at Ovo seems interested in the least. I will be speaking to the press about this as I see it as more than incompetence boarding on fraud.  

Hey @Mikeyd,

Sorry for the issues you’re having.

You can submit a meter reading anytime to your Online Account. We have a live billing system so whenever you submit a meter reading your account balance will update accordingly within 24-48 hours. This should also update your recommended direct debit.

As you have said you’ve been on estimated readings it sounds like it’s actually your smart meter that’s not working, not the IHD. Please complete a smart meter health check:

You can send this to Support through web messenger, they’ll raise it to the right team who’ll try to fix the issues with your meters remotely. If they are unable to do so, they’ll send an engineer out.

If you think your direct debit review is incorrect due to a meter fault or have a live complaint you can request to put your direct debit on a review suspension for 3 months. 

Hope this helps. 

Yes it could be a Smart meter reading fault. The only issue here is that I don’t have one! Numerous meter readings have been submitted along with photos but without success. Still it’s only been ongoing since January so give them time eh. Absolutely terrible customer service. 

Hey @Mikeyd,

Just to clarify...

So you’re submitting meter readings online but when you do so, they don’t appear on your Online Account or billing is that right? 

Can you provide a bit more detail of the problem you are having. Are you getting an error message? 

Can you please send a screenshot of the message you get when you submit a reading and one of the meter reading page of your Online Account.

The title of this post is IHD so I assumed you had a smart meter as these would only be given if you did. Can you send a photo of your meters please.

Let’s get to the bottom of this.

I have provided screenshots to staff, e mailed, submitted online meter readings and still it’s about 18000 units out. This has been ongoing since January and I am not getting anywhere with it. Can you see my frustration?

Hey @Mikeyd,

It does sound very frustrating.

I think Support are best placed to deal with your issue as this sounds very account specific. The best way to contact them is through web messenger. 

How do I do this?

The energy ombudsman will be in touch shortly and I have an appointment to speak to someone on national tv.

This morning I had about £62 of credit on my smart meter, I just got home and it is showing -£0.33! No one has been here all day and when I check daily usage it says only about £2.50 has been used! 

What is going on!?!

Hi @jbreakwell88 ,

I’m afraid I don’t have psychic powers, nor X-Ray Vision. Please post photos of what you’re seeing and tell me whether you’re on OVO Pay Monthly or Boost Pay As You Go.

Thanks!

Hi 

Sorry was a bit stressed last night.

I am actually with SSE but thought I could get some help here as they are part of Ovo now.

Not sure what pictures you want but this is from my smart meter.

The credit was from the government scheme so doesn't show as a payment on my.app.