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

Another update,  I might have broken ovo again🙈

 I’ve just been on my ovo account & I had a pop up stating I have not provided a meter read?

Very strange as my account had been up to date with all meter readings this morning.

Now however the complete meter reading history for my smart gas meter has vanished from my account.

I know ovo were poking around in my account yesterday, could the change to a zero usage flag on my traditional gas meter be to blame?

On the plus side, the zero usage flag has now put the projected usage for next month’s statement back to real world figures 👍

Tom...

Wow, @TomThumb you really seem to be very good at breaking OVO’s systems!

I think your diagnosis is probably also correct. Since I’m pretty sure hardly any billing systems/platforms are designed to properly handle your meter setup, applying a zero-usage flag to your second gas meter probably got interpreted as a zero-usage flag on both gas meters.

I hope this gets solved soon. The ultimate best outcome in my opinion would be having the Orion platform add support for edge cases like yours and have your account migrated over. I can foresee a few potential snags during such a migration and it probably wouldn’t be a smooth transfer, but hopefully once that’s done you should be sorted.

Update 

After previously reporting the the system changes made by ovo had wiped my smart gas meter reading history, my ovo is now reporting readings as normal, albeit  only 3 days of them.

As the usage history had been unaffected by this change, it has subsequently had a knock on affect on the ovo app, 

The app has always displayed meaningless data as is still the case with the electric tab!

but now the gas tab is reporting actual usable data,  day / month / year / ££ / kWh 👍 

If ovo can replicate the process on my electric usage, they might be moving in the right direction 😀

If they manage to get my traditional gas meter usage history as well, that truly will be a Christmas miracle 😃

Tom…

A very Merry Christmas to you all...

 

 

 

It really is interesting to hear the changes happening, seemingly weekly, to what you can see on your online account, and how this correlates to what is happening behind the scenes. 

I’m not able to offer any support or advice for these usage section issues, @TomThumb - as it’s on the legacy billing platform we will struggle to get the root cause added into a list for developer fixing. 

The key thing for me here is your billing. That needs to be correct, it needs to be automated and monthly. 

And same to you! Any plans for new years eve in tier 2, 3, or 4? No, didn’t think so 

As it’s my monthly statement time again, I’m back to provide an update,

Ovo have yet again failed to bill me correctly this month. 

I’ve been with Ovo 10 months & over that time I’ve had 10 monthly statements that have been incorrect, so 10 out of 10 to Ovo for there failure.

Ovo have still only managed to bill 2 out of my 3 meters this month, but they have decided to mix it up a little & bill just my smart electric & dumb gas meter.

The other observations of note on my Ovo account this month is that the Ovo app has reverted back to being totally useless, with the usage tab once again showing meaningless data against my gas usage alongside the electric data.

Also the illustrative statement makes interesting reading, as this statement is merely a guide & not an actual statement, it for fun only.

Given I have already been billed correctly up to the 10th Dec,

And Ovo have deleted all meter readings from my Ovo account  prior to 22nd Dec, so I can’t actually check the readings, 

Could this bill be correct?   Who knows? 

As a customer I am definitely not up for cryptic guessing games when a straightforward bill will do.

Tom...

Cost of gas used = minus £89.53  @TomThumb ?

What’s the calorific value of the gas you’re exporting?

If only @Transparent, add in to the mix the time I’ve spent on the phone to Ovo sorting there issues out, they should paying me lol.

Im on hold now to them yet again,  

According to ovo customer services it had been me who requested that my 3 meters be put back on a single account? The fact that that it was reverted back by Ovo themselves is an insult to me. 
OVO had closed my official complaint last month without notifying me, so another official complaint is now in progress!.

Ovo have again stated a new account for the sole use of my traditional gas meter is the way forward & are setting that up as I type,

They are insistent on my new complaint should now be closed but no way am I doing that.

Just finished my monthly call into Ovo, 

As per last month’s short lived resolution, I again have 2 Ovo accounts, 1 for both smart meters & 1 for my traditional gas meters.

Ovo blaming the wrong account type being setup last month for the failure in Dec.

I have insisted that my complaint be kept open, at least until my Feb bill / statements have been produced & are correct.

The fact that Ovo closed my official complaint last month without a resolution or response is high on the list of this month’s complaint.

This time Ovo have stated that both accounts have had all previous statements cleared & that a new single statement for each account has been generated from when I first joined Ovo back in March 2020,

Hopefully I have a saved email with my opening meter readings so I can check the figures & actual costs, (do I trust Ovo to get my account & billing correct? Lol)  as my smart gas meter readings on my Ovo only go back to 22nd Dec.

Then do the same when my newly created account is made available to me.

Having 3 meters has caused slight issues with previous energy suppliers, but nothing comes close to how Ovo have managed sry mismanaged my account.

Can I now put an end to this thread?

Only time will tell?

Tom...

Another  update, 

Having just been back in touch with Ovo to clarify a seemingly minor glitch on the changes made to my account this morning,  I’m now not holding out any hope of the new account for the sole use of my traditional gas meter going live after all.

Although the customer service rep could see the newly created account, he couldn’t access it’s data,  add in the fact that Ovo do not actually offer a gas only supply, his opinion was that this newly created account was already set to crash & burn.

The complaints department should be in touch with me in the next few days, that will give the Ovo servers a few days to pull the data through or fail yet again in the creation of this new account. 

On the plus side, I’m somewhat confident that the new single statement generated by Ovo for March 2020 to January 2021 for my 2 smart meters is correct. 

The fact that Ovo had deleted all my meter readings prior to December 22nd for my gas smart meter made this a challenge, but credit to my previous energy supplier for keeping my old account / data / meter readings available to me online.

With the changes made to my account by Ovo this morning, I was expecting the my Ovo app to once again show some meaningful data & I was not left disappointed, I have again a working usage tab with a day / month / year view,

The unexpected part was that I could not login to my account with my email & password,

Ovo via the web asks for either my email or Ovo id & password !

The Ovo app asks for my email & password !

Both only accept my Ovo id & password, 

Something tells me this thread is far from being closed.

Tom...

Thanks for this update, @TomThumb.

I’m sorry to hear that the fix we put in place last month doesn’t seem to have fixed anything. I would have gone back to my colleague who was convinced all corrections had been made to allow the billing of all 3 supplies. However as your account now sits with the Complaints team, I’m staying clear. They are best placed to own this till it’s resolved. 

Feel free to share this thread with the complaint handler! 

@Tim_OVOwrote:

Feel free to share this thread with the complaint handler! 

and feel free to share this thread with the Development Team for the new Billing System.

It shouldn’t be possible to have an export figure for gas!

If a negative figure needs to be inserted due to a previous incorrect calculation, then I feel it should actually be marked in the bill as an Adjustment or a Correction.

We have to make these Bills understandable by the ordinary customer… not someone with the higher-IQ which you’d expect of a software programmer.

And that’s another reason why OVO/Kaluza needs to think seriously about the use of a “Consumer Taste Panel” who are shown a prototype product before a Project Manager gets his team to spend another 50 hours programming it!