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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

Show previous replies
Transparent
Rank 20
Transparent
Rank 20
October 16, 2020

And what does the E.On portal give you by way of Usage statistics?

Did you see any usage prior to the meter suddenly going live? (Presumably not)

Save energy... recycle electrons!
M
Rank 6
MikeE
Rank 6
October 16, 2020

And what does the E.On portal give you by way of Usage statistics?

Did you see any usage prior to the meter suddenly going live? (Presumably not)

I just checked and although my IHD has a connection to both meters, I am still on OVO's tariffs and it still says that OVO is my energy supplier.

 

So presumably the new tariff data is going to be downloaded at some point in the near future ?

 

I will just wait I think.

Tim_OVO
OVO Staff
Tim_OVO
OVO Forum Legend
October 16, 2020

@MikeE I’m happy to hear this is working, but slightly peeved it’s now cost us your custom, when it seems to have been simple. Any idea what they did?

 

Hopefully you’ll join the ranks of former OVO customers who still visit the OVO community. For one thing, you’ll want to keep up to date on the latest for when you switch back at the end of your current contract, as well as the weekly hedgehog blogs :stuck_out_tongue_winking_eye:

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
TomThumb
Rank 6
TomThumbAuthor
Rank 6
October 16, 2020

Update

 I’ve just had my latest statement & I’m happy to report, that I have again been billed against all 3 of my meters & across the same billing period :grinning: (automated or manual ???)
My electric meter turning smart & a correct statement in the week it is due:grinning:

I just need ovo to go for the hat-trick & get my IHD displaying the correct ££ cost for gas instead of the 10% it report’s at the moment & I’m good to go.


 

@Tim_OVO  the calorific value on my statement / gas table is still showing 0

 

Tom....

 

3 meters: Smart Gas & Smart Elec / Traditional Gas meter
    Transparent
    Rank 20
    Transparent
    Rank 20
    October 16, 2020

    Ah yes…

    more predictable than a SMETS2  :)

     

    Save energy... recycle electrons!
      M
      Rank 6
      MikeE
      Rank 6
      October 16, 2020

      @MikeE I’m happy to hear this is working, but slightly peeved it’s now cost us your custom, when it seems to have been simple. Any idea what they did?

      No idea sorry.

      I have turned off my IHD as there's no point in it displaying OVO's tariffs when I am no longer with them !

      I will wait a while to see if an E.ON tariff download is attempted. 

      I have taken off my enclosure box that was surrounding my electric smart meter and removed the lid around my gas smart meter in an attempt to get a better signal and for my meters to continually be in 'dumb' mode would mean that this effort would have gone to waste.

      I will, of course, continue to be a regular contributor on the forum even though I am no longer an OVO customer as I will be honest with you that I am still feeling welcome with no bad feeling towards me.

      I don't think E.ON has it's own forum and if so I find it strange as it is one of the big 6 energy companies ?

       

       

       

        Tim_OVO
        OVO Staff
        Tim_OVO
        OVO Forum Legend
        October 19, 2020

        I will, of course, continue to be a regular contributor on the forum even though I am no longer an OVO customer as I will be honest with you that I am still feeling welcome with no bad feeling towards me.

        I don't think E.ON has it's own forum and if so I find it strange as it is one of the big 6 energy companies ?

         

        Good to hear this, @MikeE  - you’ve joined the ranks of former customers who still get some value from visiting this online community - glad to have you here still! :blush: 

         

        Keen to hear if/when the IHD info changes on your meter once this switch is complete with confirmed bills (I still think the cost info should be changed from the supply start date), and I’m keen to hear when this IHD and calorific value changes, @TomThumb - make sure both are in our Support team’s queue…..

        Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
          TomThumb
          Rank 6
          TomThumbAuthor
          Rank 6
          October 19, 2020

          @Tim_OVO  As I have previously only reported my IHD displaying 10% of my actual gas costs by phone, I have this morning sent an email into Ovo outlining the actual Vs displayed figures, more so to have a record than chasing up a response.

          I also included a note & screenshot of the recurring 0 (zero) figure showing on my statements for the gas conversion table  against the calorific value.


          I will update here when I receive a reply  back from Ovo.

           

          Tom...

          3 meters: Smart Gas & Smart Elec / Traditional Gas meter
            TomThumb
            Rank 6
            TomThumbAuthor
            Rank 6
            October 26, 2020

            Update: 

            I’ve finally had a response by email from the smart team & they are going to look into why my IHD is only reporting 10% of actual  gas costs.

            It also seems my account is now being migrated onto the the new billing system, the ovo app is now showing the new graph layout of new platform, but with no data to display, but my preferred view via the web has not changed, although the web is displaying the usage stats, there is a lot of other missing data.

             Hopefully in the coming hrs or days, both options will populate with the relevant data.

             

            Tom....

            3 meters: Smart Gas & Smart Elec / Traditional Gas meter
              TomThumb
              Rank 6
              TomThumbAuthor
              Rank 6
              November 2, 2020

              Update

              Ive just had a response from ovo regarding my IHD only showing 10% of actual gas costs.

              :We have spoken to our smart ops team who have ran some processes on your smart platform which in turn should hopefully update your IHD with the correct gas data. These can take a while to update so if you are still seeing incorrect data by Friday, please give us a call on 0330 303 5063:

              My thoughts were that any data push from ovo is instantly applied ? but I will give it until Friday.

               

              If @Tim_OVO or @Transparent could offer there insight in to my previous post

              Update: 

              I’ve finally had a response by email from the smart team & they are going to look into why my IHD is only reporting 10% of actual  gas costs.

              It also seems my account is now being migrated onto the the new billing system, the ovo app is now showing the new graph layout of new platform, but with no data to display, but my preferred view via the web has not changed, although the web is displaying the usage stats, there is a lot of other missing data.

               Hopefully in the coming hrs or days, both options will populate with the relevant data.

               

              Tom....


              My initial thoughts of my account migrating to the new billing system last week were short lived.

              Over the next couple of days from my previous post, both the app & web interface reverted back to their previous view of the old billing platform with all data points available, 


              Could it actually be the system tried & failed to migrate me onto the new platform ?
              Or were other issues at play ?

               

              Tom...

              3 meters: Smart Gas & Smart Elec / Traditional Gas meter
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