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TomThumb
Rank 6
TomThumb
Rank 6
July 14, 2020
Solved

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

  • July 14, 2020
  • 101 replies
  • 3997 views

Hello all.

I only joined OVO in March, so I’ve only had 4 monthly statements so far & every 1 of them have been wrong.

As a new customer I’ve been keeping an eye on my account, just to make sure my direct debit payment covers my actual usage costs.

I’m guessing I have a different setup to most, as in the fact that we have 2 gas meters & 1 electric. only 1 gas, 1 elec are smart meters.

The normal view on the illustrative statement is correct up until my monthly statement has been produced, so the billing on all 3 meters is in sync. Albeit as long as a manually supply my dumb meter reading.

But my actual bill so far every month has only incorporated any 1 of the meters, or 2 of the meters or even once after a phone call to OVO to let them know, it had been amended to show a combination of 2 different meters.

Every month I place a call to OVO to let them know my monthly statement is wrong again & eventually OVO produces a correct statement.

I’m almost certain it’s the 3 meters & not the usual 2 that are the problem.

I did have the smart meters turn dumb for 6 weeks in May- June with the IHD also showing no data, a power cut during the night restored the service, I lost the daily smart meter readings for a week the end of June so yet another phone call to OVO, but OVO we’re still receiving readings, my OVO account is now showing smart meter readings OK but is not showing any usage data for July.

I've had more conversations with OVO in 3 months than I’ve had with any energy supplier over the last 10 yrs.

How hard can it be to get my actual monthly statement correct.

 

Tom...

Best answer by TomThumb

Updated on 18/10/23 by Abby_OVO

 

Sorry to hear of the difficulties you’ve had with the billing on your account since switching to OVO with multiple meters.

 

Usually, even with more that one gas meter associated to your account you should receive a monthly summary covering the combined usage on both meters. The easiest way to view these monthly summaries is via the ‘Billing history’ page of your online account of OVO app (download for Android or iOS).

 

Exact appearance may vary

 

If you notice any errors or missing usage on these monthly summaries, reach out to our Support Team who can take a look in to the details of your account and raise this to our technical team if it’s not something they are able to resolve immediately. 

In this example the combination of a smart and non-smart gas meter caused an unexpected technical bug. See the comment below for the action taken to resolve this unusual issue.
 

 

 Having given OVO 9 months to resolve my billing issues to no avail, I changed  my approach this month & I decided to raise an official complaint on this matter.

 

This resulted with an informative chat with the technical department & fingers crossed a full resolution.

 

 Previously I had requested that my traditional gas meter be moved to a separate new account, leaving my 2 smart meters in place, but after the customer service agent consulted with management, the answer came back as a NO.

 

This time however, ovo have agreed to this & a new account has been setup for the sole use of my dumb gas meter.

From a customer point of view, it’s the best possible outcome.

If all goes well?

 

I will gain accurate monthly bill’s,

 

I will see usage history across all 3 meters, 

 

It will make my energy usage / costs / bill’s & statements a hell of a lot easier to manage,

 

Im guessing my traditional gas meter will still have a conflict with it’s projected Vs actual kWh’s usage & costs, given the fact this meter is heavily used during the summer & has zero usage over the winter months,  I will be in a better position to identify any mismatch as this meter is no longer grouped with the remaining 2 smart meters. I’m also hoping that ovo’s backend system will see this as a trend & adjust it’s estimates accordingly for this supply?

 

I won’t have to call ovo every month to complain about my account & bills,

 

The only drawback is I’ll have to click to switch between accounts on a drop down tab 😳👍

(I can cope, bring it on)

 


What I did ascertain from the call with the technical department, 

The only error found on my account was a validation error for my traditional gas meter for this month?

The old billing system can’t cope with 3 meters!

The new billing platform can’t cope with 3 meters ? (I never got to test it!)

Ovo had no clue of what was broken, so didn’t know what to fix?

Ovo should have listened to my suggestion of 2 account months ago! (wishful thinking)

 

Hopefully after next months bill / statement, if all goes well, I can post an update & finally mark this as case closed? 


Tom...

 

 


 

 

101 replies

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Abby_OVO
Community Manager
Abby_OVO
Community Manager
December 31, 2024

Hi ​@SLloyd 

 

Sorry to hear about this.

 

We don’t have access to accounts here at the Forum so we can’t know exactly what details they do or don’t have.

 

 

 

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. 

 

If you’ve got an account set up in your own details then I can’t be sure why you wouldn’t be able to leave, if you were to switch and we raise an objection, it’s because you’re not able to leave OVO yet. This might need to happen if:

  • You still have a balance to pay

  • You’re breaking the terms of your contract

  • Your energy supply has been switched accidentally – known as an “erroneous transfer”

  • You spot an erroneous transfer and ask us to block it

  • You've got a “related” meter or meters, which have 2 or more meter point administration numbers (MPANs) – and your new supplier hasn't switched both at the same time

If we do raise an objection, we have to let you know as soon as possible and we must explain:

  • The reason we’ve raised the objection

  • Anything you can do that will help resolve the objection and mean we can remove it

 

There’s an article here about leaving OVO if you want to read more about this.

 

I’d recommend contacting the Support Team about this so they can take a look, our teams are still available, you can contact our Support team by webchat or phone. We’re also on Facebook with some extended opening hours for emergencies. Please use the links below for our social channels or chat to us on Whatsapp at 0330 175 9695. 

 

https://www.facebook.com/ovoenergy/

https://x.com/ovoenergy?lang=en

https://www.instagram.com/ovoenergy/?hl=en

 

Let us know how you get on.

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