I have three meters - Why is my Monthly statement wrong again?

There can be lots of reasons for the account not being migrated over to the new billing platform, @TomThumb  - maybe your two gas meter set up is the cause. We have around 40,000 members still using the old platform. Every week that passes, the devs improve the new platform that allow another batch of customers to be upgraded. 

If/when you next need to chat or speak to us on the phone, ask if there’s a note on the account to confirm the reason for being on the old platform, and keep us updated on this usage issue please! 

@Tim_OVO  Thank you for the confirmation & further info.

My billing / statement date is the 12th of each month & my smart meter fault on the electric gave the smart team until the 7th Sep to contact me, so hopefully I will have an update soon.

Tom…

Update

I have today received an email notification & I now have a statement / bill for my electric usage 22 Jul - 11 Aug,

so if I recall correctly, all 3 meters have now been billed up to the correct billing date of the 11th of each month.

If this new statement is automated or by the billing team doing a manual readjustment while looking into my account  I do not know,

but as my regular monthly statement is only a week away on the 11th, I will be back to update this thread.

on a side note: I’ve still had no contact to date on the issue of my electric smart meter turning  dumb.

Tom...

This is progress. Good to see! If we can now automate your billing on the 11th September, we might be able to turn our attention to other things. Speaking of which..

I can see that you’ve described that your online account and IHD aren’t showing daily usage. As you’re on the old My OVO platform, I don’t like to use this daily usage feature as an indicator of smart meter health. Instead, let’s look at the lights on the communications hub 

Once we know that, I can recommend whether the Support team is needed to check if we’re getting daily readings onto the Smart Front End (SFE) interface and go from there. 

@Tim_OVO  The last contact from Ovo regarding my electric smart meter going dumb, said the smart meter team will be in contact by the 7/9/20 so I am a still within scope for a reply.

A quick recap,  A smart meter health check my end shows no issues.

My ihd & Ovo account are still receiving / showing all the data from my smart gas meter, 

Nothing on my ihd or Ovo account since the 18/7/20 for electric.

If this is useful (I did lose all ihd data & both smart meters went dumb for 6 weeks May-June time.
Full  functionality returned following a short power outage in the early Hrs of one morning) 

Tom... 

Thanks @TomThumb 

I raised this to our smart meter ‘Second line’ team for advice. They straight away suggested that the S2 team we have are best placed to check for anything they can do on the back end to fix.

They also suggested (which concerned me a little) that they had seen more then one example of drop outs with S2 meters. These things are always difficult to know if related to, similar or different to another issue with the same symptom. But I think our best best is reaching our for some back-end fix attempts, which I have done this morning. 

This is ongoing but in hand :) 

Many thanks for the update @Tim_OVO 

The latest info I have. 
After the date of 7th Sep for the smart meter team to be in touch had come & gone, I reached out to Ovo via web chat, I was advised that they will escalate (my electric smart meter turning dumb) up to the engineering team & they will be in contact by the end of this week.

Also while in the chat, I did ask if there had been any update from the billing team on the issue of only being billed on 2 out of my 3 meters.

The reply came as, “the issue of random statements being generated” The billing team did force a manual statement for 1 day of gas usage to confirm that it could be done”

That dose explain my previous post on the subject of why bill me for just 1 day,

I only hope the billing team are looking into the correct problem of why they keep missing 1 of my meters off  from my statement & bill every month.

Due to the location of the meters & health issues, taking a manual reading is not straight forward these days, hopefully both issues can be resolved sooner rather than later.

Tom...

@Tim_OVOwrote: They also suggested (which concerned me a little) that they had seen more then one example of drop outs with S2 meters.

Well, yes! That’s one aspect of what we’ve been calling “missing data” here on the Forum for almost a year now.

It’s most noticeable when you look at the monthly gas meter histograms because you can see where data has been apportioned equally across all the days where it hadn’t been collected.

I’m happy to offer my meters for further tests if Ben wants to trial any code updates in the field again, Tim. We have enough data from my site to allow us to check if software changes offer any improvement…

… and I’m probably the customer who would be least concerned if everything went pear-shaped and we lost contact with the WAN!

Update 

In regard to my electric smart meter turning dumb, the smart meter team have again missed the set date of 11/9/20 to respond, so once again on to live chat to chase up this issue.

On the plus side, the Ovo person on web chat did advise it will again be bounced to the smart meter team & that he would take a personal interest & keep me informed & updated.

On the recurring issue of only 2 out of my 3 meters being billed, the bill / statement for the last month is either late or Ovo have still not got my billing issue sorted.

If or when I have any updates, I will post back.

Tom...

Update 

After the billing team advised I should have no more issues with my account, my statement / bill has had a notable change this time round, in the fact that it is absent.
with a monthly statement date of the 11th of every month, I would now class this failed rather than just delayed.

On the issue of the electric smart meter turning dumb, again I’ve heard nothing from the smart meter team.

So I placed a call into Ovo & the cs agent has set up an appointment for an engineer to attend to my smart meter next month,(but why do I have to wait 17 working days before the appointment can be acted upon)

The none statement / bill issue has again been bounced to the billing department for another look.

The failure of the smart meter team to keep the customer updated & informed in the timeframe set by Ovo is disappointing, especially as the set timeframe had been extended & again missed.

In my opinion my billing issues are a result of having 3 meters on 1 account, in theory Ovo can handle 3 meters, but practice it seems to be lacking.
: The Ovo app has a tab for my 3rd meter, but all info (meter readings) are for my 2nd meter.

: My online Ovo account dose show the meter readings for my 3rd meter, but nowhere dose Ovo show any usage stats for it.

: Only billing 2 out of my 3 meters.

There can’t be many account with 3 meters, if any.

 My previous energy supplier had to set up a 2nd account just for my 3rd meter, but that resulted in a totally different set of issues & problems.

On a side note if any of the mods pick this up, 
I did try the web chat this morning, it all seemed fine on my side, but the agent asked

“are you still there” & “as I have not heard from you” then ended the chat.

I guess the agent couldn’t see my chat, if this was a glitch or a more widespread issue, I’ve leave it in your hands.

Tom...