Unit prices on my smart meter In Home Display higher than the government cap energy price guarantee?

Just done some more research , this is really bothering me, affordability is impossible if the smart reader is correct 

thankfully my actual account online appears to show the real charges are close to what they should be, but confirms smart meter and display reading nearly double the correct values, this false data could easily cause panic, in some cases I genuinely fear it could end in suicide 😥 or very poor health if everything gets turned off

Thank you, I will look for an email option for contact, communication with OVO is hard work 

it’s taken months to resolve my credit balance interest payments stopping in  be 2020 

I am at least reassured that the readings are wrong, odd that the meter has the wrong unit charges but the bills come out right 

Don't email them, it's not an effective way to contact OVO. It's much better to call or use the online chat.

I can only think you haven’t had to call lately, I have over the past 2 days spent nearly 3 hours on the phone and effectively got nowhere 

first call I apparently ended up with the wrong team when answered after 40 minutes, I explained I only need my smart meter units correcting but he says I have to talk to the correct team and I am stuck back in the hold loop

after another 20 mins on hold I give up 

Then call again today when I have a little more time available to waste 

22 mins in, answered, but wrong team again, this is still despite entering my account number, transferred answered after further 30 mins

one hour in I am told there is a problem with my account it has no account name, but it does I can see it all on line plus email and phone number

I need to transfer you to sort it out, ‘sort what my account isn’t wrong I can see it all on line, all I want is my meter sorting’ 

this could be why the figures are wrong sir

15 mins later ‘how can I help you?’ Please tell me you have been told why I have been on hold for so long and transferred to you 🤬

eventually I am told it has all been sorted, they can see all my account details , which as far as I could see had never been lost

but my IHD unit charges are still wrong and while waiting I have just checked the smart meter and that is still unchanged

we need to re-pair the display can you read out the number on the back, I can but surely this can only repeat the display on the smart meter. Can you give me that number again it doesn’t match our records 

all of a sudden I suspect just before call tipped over 2 hours I am told that’s all sorted, please leave the display by the meter within 24 hours it will be corrected

i am sorry to sound rather negative but I have zero confidence that anything will have changed by tomorrow

i will update my status tomorrow tea time and try to regain some positivity

thankfully I have confirmed for myself via my account that I am being charged the correct amounts , now I know that I am inclined to dump the display and use the app

oh I can’t of course because it doesn’t work anymore and trying to get current data useage on the web version is near impossible 

Sorry to hear about that experience calling up, @DavidG58. If the promised tariff update to the smart meter and In Home Display doesn’t update in the time frame given, pop back here to let us know and I’ll ask our Forum_Support team to step in. 

thankyou for noticing my aggravation , sadly as I expected nothing has changed, technically it is only 22 hours into the 24 I was told to wait, but I think that is academic  

I am now confident the last operator I spoke to was just trying to get rid of me

not thinking through that the problem was not going to disappear 

both the smart meter and the repeater IHD still show incorrect unit charges 

i would be very grateful if you can direct this to someone who can put this right, I really can’t face another 2 hours on hold and being told things that simply don’t make sense 

I do now realise my actual billing units are thankfully correct

Hey @DavidG58,

Sorry for the on-going issues you’re having. 

I’ll get someone from Forum_Support to contact you about this.

Photos as requested by forum support, not able to add to message 

Hey @DavidG58,

If you respond to their private message with the Forum link URL they won’t miss this.