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

@TomThumb I’m aware of large volumes of cases for this S2 team have caused a delay in working them, and I’m getting cases escalated and worked on a case by case basis, and I have now included your account number in this pot.

In your example, you’ve confirmed that a site visit by an engineer is needed. As this isn’t an emergency, a 17 working day appointment is standard practice. But at least the S2 team can make sure this engineer visit really is the best action at this point. 

You’re the second forum user to mention this today, and I’ve passed on both bits of feedback on to the software engineers that look after this web chat tool. I’m so sorry for that you were effected, and it’s being looked at!

Cheers for your input @Tim_OVO 

Call me cynical but reading between the lines as it were, I got the impression from my call to Ovo this morning that there had been some notes on my account that an engineer visit was needed to visit my property to resolve my smart meter issue, 

so if my home visit is indeed the best way forward & has been sanctioned by the S2 team, I have not been informed as such.

Also @Tim_OVO is there any chance of bouncing my statement / billing issues up to the next line in the billing department as the quote from the billing team of it being resolved & that I should have no more issues was over exaggerated & premature.

TIA 

Tom…

ps: in case it’s useful : failed web chat this morning,   iPad Air / iPadOS 14 / chrome browser 

Ah… you’re right @Tim_OVO - this probably wasn’t the best Topic to post in.

*Edited by mod: please be advised that the comments this refers to have been moved to this topic*

@Transparent  Just adding to your thoughts,  over the few days that my last bill / statement should have generated, I had been keeping a close eye on my account, the DD recommended amount on my Ovo account had a prominent view & was up by 20%.

That figure is now only showing a 3% increase,  but as I have still not been billed for the previous months usage & my electric meter has gone dumb, I’m expecting that figure to change especially when you factor in my 3rd meter.

Given the fact that suppliers forecast that demand & expected usage increases over the colder winter months, my 3rd meter (gas) is the complete opposite, in the fact that it will have zero usage, plus some ancillary electric equipment will not be running over the winter months that will again offset their predictions.

 My statements from Ovo on the 1st page sometimes include a forecast of annual cost for gas, 

But as I have 2 gas meters, I have no way of knowing if that projected cost is for both gas meters or just 1. 

As far as the capabilities go of either my Ovo on the web or via the Ovo app, the billing is set up to identify 2 separate gas meters, but on the usage side,  neither can differentiate between my 2 gas meters.

Not knowing the projected usage Vs actual usage of my 3rd meter (gas) is of concern 

Tom....

Update

 I have finally had a response from the smart team.

 I’ve just received an email stating that an engineer visit is needed to resolve my electric smart meter turning dumb issue.

& “Please be advised someone will be in contact to arrange a date and time for this to be booked in, at present I cannot advise a time frame for this.”

I’m sure my account should have confirmation of an engineer being booked for next month for this very reason already in place.

Tom...

It will do if my memory serves me correctly, @TomThumb - so at least we know the right process has been put in place already! Now, we await the engineer….. 

If @Tim_OVO can clarify a slight anomaly I’ve noticed with an old statement.

Is there ever a calorific value X 0 ?

 I’m guessing the current value should read circa X 39?

Tom...

Oh no…. that’s hilarious! 

The minimum input permitted for a Calorific Value is currently 37.

If there was a period when the CV sampling failed to deliver any result, the regulations state that the Energy Supplier can only invoice you as if 37MJ/m³ was the figure.

I think the programmer responsible for this section of the Billing System will be hanging his/her head in shame. A divide-by-zero is such a basic mistake!

@Transparent  cheers for your quick response & clarification, you are an asset to the forum.

Tom...

Update 

A quick recap, I have 3 meters, but since joining Ovo in March 2020, I keep receiving monthly bills for only 2 out of my 3 meters.

That is until today, I’ve just received my latest statement & I have actually been billed on all 3 meters, a big plus for me is that now all 3 meters are aligned & running on the same billing period,

That will make my next statement so much easier to do a quick check on.

Only time will tell if this trend will continue over onto my next statement, but as my statements are due on the 11th of every month, I haven’t got a long wait..

@Tim_OVO the calorific value in the table from my statement is still showing zero.