The Archive

 Can I check that  the SEG? agreement is in place.  Where can I see this small return on my bill? i see this is at 4p per unit.  Should I change to a company that pays a better rate? 

I‘ve just received my first quarterly bill from OVO since signing up to Charge Anytime and the usage and credits don’t seem to bear any relation to my records and the Indra app records.Since the Drive Anytime credit is just shown as a credit on the bill and no breakdown of dates or KW (yes you can work it out but since they show the total KW used why not show the Charge Anytime usage). Using the data from my records (that match 100% to the Indra app) I get completely different amounts for each month period and believe that I have been under credited by about £20. It seems impossible to reconcile the credits with actual usage.I’ve gone onto the website to use the “new feature” - Your EV that is supposed to show your Charge Anytime usage, but, guess what, it doesn’t work for me, unable to access data.Is anyone else having the same problem? I would have thought that a fundamental requirement for an energy supplier is to make their bill easy to understand and check.

I am still waiting for my feed in tariff payment.We are out of the quarter and OFGEM, OVO etc say you will be paid within the quarter.OVO could massively improve its customer satisfaction by actually paying them what they owe them, within the agreed timeframe!

My elderly 90 yrs old mum who suffers with epilepsy and been without heating and hot water since Friday 1st September. The meter and new card wouldn’t download the credit onto to meter. So I called OVO. I have never found it so hard for a supplier to take responsibility for a fault. nearly 2 hrs on the phone and online.  2 people in the call Center cut the call off, when I finally spoke to someone with an once of customer service in them, they convinced me they’d have the issues sorted and was told the the emergency call had commence at 12:14. And will have someone there within 3 hrs. My mum is still waiting for someone to turn up and hasn’t had any heating or hot water since Friday morning. to say im Livid is an understatement. you can’t call anyone the chat or is about a much use and a chocolate fire guard. It’s a good job the temperatures aren’t bad at the moment. has anyone else experienced this incompetence by this supplier? I’ll be changing her su

I have received my June 23 FIT statement. This does not give me the new and old Export Tariff or the split readings for before 1st April and after the 1st April when the new tariff was introduced.  Helpfully SSE used to provide all of this information but not OVO.  I like to check my statement so exactly how does OVO calculate the split and what is the new and old export tariff.  Help please.

What is the Formula that OVO use to work out the weekly repayment rates for Energy arrears when applying for Fuel Direct deductions?I don’t wish to know the Formula that is on the Ofgem site, I specifically wish to know the formula that OVO use for this purpose.

can anyone tell me what the Validation period is? and also what a bulk fix is ? As this is the reason my smart meters are not getting repaired at the moment after waiting over 9 months.

Hi all!I realised today that I was added to Greener Energy scheme back in March despite never consenting to this.Going back over my emails, I did indeed get an email from Ovo explaining I would be moved to the scheme unless I explicitly opted out. This seems extremely dodgy to me, is it even legal?Expecting customers to constantly monitor the avalanche of junk mail they get means it’s likely many people will have “accepted” this move without objection.I want to be refunded for this extra amount I have been billed for. I suspect Ovo are going to be awkward about this. If so, is this something I can take to the Ombudsman?What are people’s thoughts?Many thanks!

Hi Tim,Having received a new notification recently from OVO regarding payments for my Solar Generation, they have failed to calculate the amounts correctly. The Units accumulated were advised on 14th June 23 as requested. The Feed in Rates changed on 1st April from 18.66/pkw  and 5.99/pkw for Deemed Export.  Unfortunately, they failed to advise the new rate for the Deemed Export in their calculations. I have tried to discover the new rate on the Ofgem Website but this is not straightforward, it depends on when your system was installed andtheir graph is confusing.I have sent emails to Ofgem but they don’t seem to understand about the Deemed Export calculation and suspect it has not been included in their new computer system from the SSE changeover. Without this information I cannot check to see if or how they have calculated the intended payment.  There would have to be four calculations in total, two from before 1st Apriland two from 1st April

Hello,When I woke up this morning I got an email from someone called apostleeric.  It was in my private messages section.  It was a very strange message about shipping me some gold and had very religious content.  It mentioned doing business with me.  It freaked me out somewhat so I reported it to the management team it looked like some sort of scam.  How did this person manage to send me a private message? Has anyone else experienced this.Thanks

Hi all, Nearly 3 weeks ago a meter installer visited my property to install a smart meter but stopped work due to an “asbestos back board”. They claimed they reported this to the DNO (National Grid) but so far they have no record of this being reported.I have followed up on live chat and email with OVO support who have all insisted that the report was sent to NGED but they are certain they haven’t received it. Both OVO and NGED can’t be right, so something must have gone wrong. Please can you make sure this is properly reported. I can’t be perpetually in the position where nobody can replace my meter so this needs to be sorted out. I would rather not have to, but I can foresee the easiest way of getting this sorted being leaving OVO and switching to another supplier and trying again with the smart meter install. 

I've recently started using the EV Anytime add on and am largely delighted with it, however one slight issue I've experienced - as someone who doesn't have off-street parking / a driveway - is that I need to hook my car up to the charger before the app will advise when it will next charge.This isn't ideal as I don't necessarily want to leave the car connected to the charger whilst the cable needs to run over the pavement (albeit within a pavement 'ramp') overnight.If there was a way to ascertain when I can next charge the car just from the app (without needing to connect to the charger) this would allow me to go out at that time (if it's a suitable time), instead of hooking the car up to only then be advised it might be another 6/12 hours before charging can start.Is there scope for this to be considered within a future release/upgrade of the app?Thanks 

I have been transferred from SSE recently and the last bill I had used estimated readings. I have waited for my meters to catch up with these estimated reading and submitted up to date readings today as can be seen in the attached history photos for both my meters. However when I then look at my current billing period the previous readings used do not match the estimates and consequently I am being charged incorrectly. Why have different values been used and how can it be corrected? Also where did the decimal portion part of the August 3rd readings in my current billing period come from?

I have just moved house, and found that it has a pre pay meter (I was told it was a credit meter), but there is no key, and I have very little electric and everywhere is shut today and tomorrow.Is there anything that can be done to help?I have tried ringing my previous supplier. Their meter support team gave me a number for OVO, but they are closed.I am getting a bit desperate 

Hello.I have an Aclara SGM1411-B. I would like to make use of one of the time of use plans so that I am charged less for electricity usage during off peak times. Customer support says my smart meter can’t do that, but from what I have read the Aclara is able to support time of use tariffs and can also be remotely updated to do that. So why am I being asked to pay (£100) for an engineer visit? Can the meter not be updated remotely?

I reported my (traditional) top-up meter as faulty by phone 3 weeks ago. I was told it would be a 3-week wait before an engineer could visit. I was also told that I should keep receipts of any electricity I purchased in the meantime and the engineer would add this to my meter. The engineer today told me that he ‘had’ to install a smart meter and that it wasn’t his job to add credit to the meter and to contact OVO. Does anyone have any experience of getting OVO to credit a smart meter based on receipts for electricity top-ups bought when meter was faulty?TIA

Hello, I hope someone can help with my situation because OVO chat is not helping.I was an SSE customer top-up and moved to OVO. I have in my house a storage heater and water, and they run during the night, so ask for a new meter (SSE put the wrong one for 3 years). Monday the engineer from SMS plc came and change a Smart meter Aclara SGM116B, and said that meter was ready for Economy7. Every time I need to contact customer service I mention that I have, even Monday I said to the engineer and I confirm to me that now I could use it during the night because that one is off-peak.Today I contact OVO . They send me the tariff that I’m in this moment Unit Rate (anytime): £0.2859 kWh (£0.2723 excl. VAT)Standing Charge: £0.6673 Daily (£0.6355 excl. VAT)

Please could somebody provide advice.We were recently informed that our smart meter was faulty and not sending any readings and so an engineer came and replaced it earlier this week (Tuesday). We are on a direct debit and pay every month and have been for 2 years since moving in. My IHD is showing a “prepay balance” tab and says “£5.34 in debt, non-disconnect in use”… we are not PAYG so why is this showing?  Also, about 2 hours after the engineer left on Tuesday, our electricity turned off. It came back on after we pressed one of the buttons on the meter but should I be concerned? I contacted OVO on Tuesday who said “the engineer who installed your new meter spoke to us earlier so it’s all fine”…. what does that even mean? thank you in advance 

I have a zappi charger at home. How can I set up both cars to charge at home using the charge anytime app? OVO told me they were working with zappi to allow this, however zappi told me they were only in discussion with Octopus.I only moved to OVO to be able to charge two cars on the low rate.

the electric rate per hour is almost real time. However the gas refresh rate is approx half hourly. Is it possible to get both refresh rates to near real time?

https://www.ofgem.gov.uk/publications/energy-prices-fall-again-winter

I'm fairly hands on and i want to change the settings in my flow temp controller for my Mitisbushi ecodan PUHZ-HW140VHA2 unit for my 3000 square foot reasonably energy efficient bungalow, it's all underfloor heating. It also has a stove back boiler which helps heats the 300l buffer tank for heating.installer company went bust years ago and im struggling to get anyone that knows what they are talking about. I'm trying to make it run more efficiently so. I had the ASHP installed in 2014. This july i changed a few settings and i think it has been running more efficiently. (my electricity usage would agree with me however it's hard to properly compare in 5 months.It recently it has been giving me a P8 error(See error table below.) i just reset the error and then it goes off about a week later. Maybe something to do with temperature of return water or something. See questions 1 and 2 below as they explain what settings i changed. 

Hello.I have a Mitsubishi heat pump and Ecodan control module. System configured with DHW tank and mixing tank for space heating. Second one is used for 2-zone setup: first zone is a radiators, second zone is a water warm floor. Each zone has own water circulation pump, controlled by Ecodan.Basic Ecodan heating logic is simple: - turn 2-way valve to DHW tank, heat water for domestic needs- turn 2-way valve to mixing tank, heat water for space heating (first and second zones)- go to DHW mode if needed- ...- and so onMain issue here is that when Ecodan switching mode to DHW, both water pumps for space heating at first and second zones are stopped.It turns out that at first a whole mixing tank of water is heated, and while it heats up, water is pumped through the space heating pipes for both zones. But as soon as the operating mode changes to DHW, the pumping of already hot water from mixing tank stops. This looks very ineffici