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

@Tim_OVO  Last month the agreed resolution of the newly created account for my traditional gas meter lasted all of 1 day, before being cancelled by Ovo.

But after my initial doubts of this months changes, I now have access to my newly created account & I am able to login.

Following the same path as my original account, all bills have been wiped / reset & a single statement has been produced for the period March 2020 to January 2021, 

No increase to my tariff & no new 12mth fixed term this time so it’s all looking as it should.

The only slight concern is that the meter location address / ident is the same for both of my gas meters now, as this data dose not match the 2 entries on the national database, this could cause issues if I were to switch supplier, 

@Transparent i totally agree with your comment re billing.

Since joining Ovo I don’t think any of my statements have been as straightforward as they should have been, 

random billing dates / random meters being billed / actual smart meter readings shown as estimated / smart meters turning dumb / Ovo deleting my meter reading history / a zero calorific value on the conversion table.

My screenshot is Ovo taking it to the extreme !

What should be a quick glance to check I have actually been billed correctly turns into a marathon event sometimes.

For clarity, all of my statements have been found to be correctly charged. but unless I can check! how would I know!

At the end of the day, nothing is infallible, I like to keep an eye on my finances inc my utility bills. 
 

Tom…

Just to keep this thread up to date.

I have now had the promised callback from the complaints department.

The main bulk of the conversation had been reviewing the changes made by Ovo a few day’s back, mingled with a brief synopsis of the troubles I’ve encountered with Ovo & the existence & location of this thread & the expected apologies from Ovo.

As all the major changes & reworking of my accounts had been done prior to the call, the positives I gained were,

A gas only account although not offered by Ovo, is the preferred way forward & is acceptable.

My official complaint will remain open at least until my February statements have been produced.

The only minor concerns I put forward had been that the meter address shown on both of my accounts is now identical, however neither match the 2 separate gas meter entries on the national database.

I have seen posts of switching energy provider fail because of such a mismatch, so hopefully that is now being looked into.

The only annoyance of all the changes that have been made is that I am still unable to log into my Ovo with my email address, it will only accept my Ovo id,

A quote from Ovo reads,

Here’s a nice simple one, you’ve got two accounts, and want to switch between the two. You couldn’t do this before, but step aside old system, there’s a new system in town!

Simply click ‘Account’ at the top, then ‘Select account’, and you’ll be able to choose which account to view.

The reality was: 

1 account listed / log out / re login  / login failed / please login with your Ovo I’d / what’s my Ovo I’d? I have not got a clue? / where is my Ovo id, it’s probably listed in my Ovo account! / can I log into my account to find it? NO / place a call into Ovo to ask why I can’t access my account with my email address? & ask for my Ovo Id to try & regain access to my account! / login with Ovo id / job done.

I would expect to regain full & unfettered access to both my accounts by changing the associated email address of at least 1 account, but nothing is taken for granted,

do Ovo intentionally try to make things complicated or am I just unlucky ?

Or is it that Skynet has a sense of humour ?

Tom...

Thanks for keeping us do speed on this saga @TomThumb. This has the makings of a comedy sketch.

Have a look at what @Tim_OVO has posted here about a conversation earlier today between myself and Stephen Fitzpatrick.

Since Feb’20 there has been a growing tide of useful information being communicated on the Forum regarding “issues” with the new Billing System. The feedback is extremely valuable, and yet OVO have thus far failed to capitalise on it.

This is set to change.

We need to find ways in which accurate reports of software and system failures (like you’ve provided) can be given a high level of visibility to the relevant product/program managers. This is likely to involve the use of Forum areas with restricted access, to which customers can be invited. That will enable rapid assessment of high-quality evidence without first having to battle though 3 layers of Customer Services!

The use of restricted access areas also alleviates many of the constraints imposed by GDPR on what can be discussed of customer details on the open Forum.

Using your comments on this Topic as an example, some of what you say requires changes to the way in which staff in the Billing Dept implement the systems. In making those changes they must ensure that they still comply with the Ofgem Regulatory structure…. which needs checking by the Compliance Team.

Other parts of your feedback need action to be taken by software team developing the Billing System. But they are based in London, not Bristol, and are employed by Kaluza, not OVO!

The main reason I think we can now arrive at a solution is because both OVO and Kaluza are companies within OVO Group Ltd. And Stephen is the CEO.

Let’s give him a few days to think how we can move things forward.

Any announcements will come though @Tim_OVO as the senior Moderator. So as a fellow customer, I can’t speculate on how the companies might act as a result of Stephen’s intervention.

@Tim_OVO  @Transparent  @Blastoise186 

It’s been a while, but this thread deserves one last update, 

Success, Ovo have finally got my accounts & billing correct 👍
It’s taken just short of 12 months to get to this point, but both of my accounts  are now confirmed as running without any issues.

In a short summary

I have 3 meters, but Ovo constantly only ever billed 2 of them.

It’s taken numerous phone calls & emails, an official complaint / a resolution / Ovo reversing the resolution / a new official complaint made, that also included how my first official complaint had been handled / a resolution ( from a single > 2 accounts) / success  / official complaint now closed.

It’s definitely not been the smoothest of journeys, but a big thank you to the forum & it’s contributing members for the help & advice along the way.

Tom…

How are you finding our inhouse billing platform, @TomThumb - 6 months on since this was sorted for you?

Hi @Tim_OVO My current setup is still 2 separate ovo accounts, with a different email address for login purposes. 
Both accounts are behaving nicely since they were split, no more billing issues & for the 1st time since being with ovo, I have gained a usage chart for my traditional gas meter.

Even the predicted usage & associated dd payments for my traditional gas meter are inline with a zero usage forecast over the winter 👍

I had been informed that this account had been set as under user management rather than the automated process, but that was on the legacy platform, I’m unsure if the meter / account profile had been carried over to the Orion platform or it is Orion itself following a trend rather than an expected forecast, either way it’s both welcomed & unexpected.
As the daily usage graph on my smart meters is still reporting gmt rather than bst(+1) my money is on a user managed account rather than how smart Orion is 🤭

Come contract renewal, having a 3rd meter has caused issues in the past, this time round was no exception, but nothing less than I’m use to.

All in all it’s definitely working well for me now 👍

Tom…

After waiting a shocking amount of time to migrate (over two years..) I have now been greeted with the ability to login - this update was only apparent as I received an email advising me to fix my variable tariff in. I thought to myself, if this involves me having to actually login to my account then this email would be as pointless as the last comms from Ovo. Then I was left shocked as I was advised to renew my password and hey presto I’m in. So much for the comms around letting us know when we were migrated. My account portal tells me I was successfully migrated in June, June to October to gain access? 
 

I have a three phased meter, and a gas meter. I start looking around the account and click the submit meter readings and I’m greeted with this.

is it really that complex? After two years? I am close to a nervous breakdown if I have continually manually submit readings over the phone for them to be continually messed up. I login via the online account to be greeted by a gas meter and two of my three electric meters. Great. I often wonder why I held out for this long with Ovo, the whole migration and wait has been shocking to say the least. 

Hi @SLloyd,

I’m really sorry to hear this. This is definitely not the experience we want for our customers. 

I’ll ask team about this to see if there’s anything we can do, I’ll get back to you once I get a response.

Hi @SLloyd,

I’ve sent you a private message. 

Still no further with Ovo..

I am having no bills generated, advised to continue submitting readings in draconian ways and no update as to when this farce may be over? 
 

Am I free to leave Ovo at this present time? The operator told me that as they have incomplete information it would not be possible? (Despite the fact the information is their own information!? ) as I have been an Ovo customer since I bought this house (4 years ago) and the owner many years before that too. 
 

I get to look forward to a surprise bill in some months when they decide it’s right, which will be no doubt confused by energy price changes etc, that will no doubt be skirted over. 

Can Ovo even support three phase electric supplies on their app or online account? It appears not. 
 

At my wits end.