No electricity usage on my latest bill - only standing charges on my online account?

I'm on a 3 year fix from Nov 21

Are your new meter details and current tariff details appearing on this page?

https://account.ovoenergy.com/plan

Are you seeing usage in £ calculated correctly on this page

https://account.ovoenergy.com/usage?datePeriod=monthly&unit=pounds&date=2023-01-16

plan and meter details are on your top link.

On the bottom one, nothing since 7 December showing 

I’ll give OVO a call today to see what’s happening

We have seen a variety of situations where the unit rate and or standing charge hasn't updated on bills. 

Sometimes is sorts out just as the bill is created, e.g. for me. 

Other times OVO had to fix an issue for customers. 

Let us know how you get on as i am sure it will help others in the future. 

been in touch with them, they hadn’t a clue and needed to transfer it to another department! This, I am told, could take 47 working days! I suggested they’d do something about it a damn sight quicker if I owed them money rather than having a credit balance built up over the summer.

Im on standard meters, and submit readings every month.  I noticed a while ago that my balance was increasing each month and I was no longer getting messages regarding changing my DD every few months.  I looked at my dashboard and it showed amounts that looked about right for gas and electric, but when I looked in detail at my bills, ovo have only been taking the standing charge part of my gas payment each month!

II’ve been in touch with ovo, who firstly flagged it with the billing dept, and I heard nothing.  I asked again, and was told it had been passed to the write off team but I still heard nothing.  I asked AGAIN only to be told that the back office team are investigating and would be in touch ASAP...still nothing.

Is anyone else having a similar problem, or had this problem in the past?  

Hi @MalvernMom

Welcome to the customer forum, i am just a customer like you. 

We have seen similar issues with either gas or electric where bills stopped updating usage but meter readings were showing online. 

Here is one for example

There are a few things you could check listed in the thread.

OVO can only back bill up to 12 months.

The mention of a write off team makes me wonder if ovo will write off the missing charges.

Have you tried raising a complaint? You could ask for a deadlock letter so you could get the Energy Ombudsman to help you. 

https://www.ovoenergy.com/feedback

Have not been charged for electricity since 2nd Feb although meter reading are up to date.

Hi,

You’ll need to talk to OVO for this one: https://help.ovoenergy.com