Skip to main content
S
Rank 2
Scalpaynewbie
Rank 2
October 10, 2022
Solved

My usage page on the App is still showing my Variable rates before the Energy Price Guarantee?

  • October 10, 2022
  • 26 replies
  • 280 views

Why is the app not showing  the new rate agreed in Oct 1st. 
the account side of the app is still making errors

    Best answer by Jeffus

    Updated on 20/10/23 by Abby_OVO: 

     

    Thanks...we are electricity only with OVO as there is no distributed gas here.

    I have done the health check twice and told to wait 45 days…. its now 83 days.

    Do you suggest I call them or email/chat OVO

    Hi @Scalpaynewbie given you say loop is working it is certainly worth a try. It doesn't sound like a meter issue as you say. 

    I would recommend sending a private message via the ovo twitter or Facebook page. 

    The ovo staff there can make the change as they have access to your account

    In the private message you need to include your name, address, account number and date of birth to pass security, along with your request to change your electricity meter reading frequency to 30min.

    It is probably easier than waiting on the phone or webchat as you don't actually need to speak to anyone. 

    Give it a week after the request and see if anything changes 

    For up to date information about the current price cap please head to our website. Or check out this helpful FAQ to find out more about how this may impact you and what support is available:

     If you’re worried about your bills, we have lots of support available. See here for more information about OVO’s Customer Support Package. 

     

    26 replies

    Show previous replies
    S
    Rank 2
    ScalpaynewbieAuthor
    Rank 2
    October 19, 2022

    Twitter team came up with a solution which was to increase the update collection to every 30mins. Now the app is working. But the calculated cost is still working off pre energy cap price. 
    So almost fixed. 

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    October 20, 2022

    Hey @Scalpaynewbie,

     

    I’m glad part of the issue has been resolved!

     

    When you select ‘show daily consumption charges’ is it still showing the old rates? Have you had your monthly statement… if so, what does that show?

    Renewable Energy? Big Fan.
    S
    Rank 2
    ScalpaynewbieAuthor
    Rank 2
    October 20, 2022

    The app is still showing and calculating usage with the old rate, but in the account page it show the new rate from Oct 1st. so the calculated daily, weekly pages are misleading as they should correct kWh’s but wrong cost.

    New bill is due after the 24th Oct so it will be best to wait and see. No doubt billing dept will use the correct rate.

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    October 20, 2022

    Hey @Scalpaynewbie,

     

    Thanks for your reply.

     

    My advice would be to make sure you check the rates on the next statement are accurate as that’s how you’ll be charged.

     

    If the app is still showing the incorrect rates by the end of the month you can send in a photo via web messenger and it can be raised as a tech issue. 

    Renewable Energy? Big Fan.
    D
    Newcomer
    davehg
    Newcomer
    October 25, 2022

    Are the rate all supost to be the same under 

    That price sceme per unit 2500 per year 

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    October 26, 2022

    Hey @Tom78,

     

    Is this sorted now?

     

    If not can you respond to the below questions:

     

    Are you able to go to the Plan section of your online account and confirm the contract start date shown? What are the unit rates for this?

     

    https://account.ovoenergy.com/plan

     

    Have we been in contact with you via email to advise of moving to the variable rate, Simpler with the Energy Price Guarantee? 

     

    Renewable Energy? Big Fan.
    Terms & ConditionsAccessibility statement

    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd