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

not really sure what you mean, but this is who the message was from Forum_Support

I would have thought they knew I couldn’t add photos to be a message, although that might be operator error on my part 🤔

I told them in our message that I would post the photos on my original discussion, so I hope they would pick it up from there 👍

Just to update my status

 No change 🙁

still showing same very high and incorrect values on my smart meter and IHD

customer support have asked for extra info but 4 days on still no change

my account is reading correctly , or at least it was as of last Friday , since then I can’t see electricity usage or costs online . Not helpful when I really want to stay on top of my costs

we are actually using about £15 / day but displaying over £30 / day, very frightening till I found out why 

all I want is my meter and IHD to have the correct unit cost, can it really be this hard 

@DavidG58 Did the meter readings stop on Friday as well?

https://account.ovoenergy.com/meter-readings/history/electricity

The meters are still communicating, my online account just isn’t letting me view usage

The daily meter values are still updating online 

Can anybody on this forum actually talk to OVO

my issue is still outstanding over 2 weeks in, I have told it has been passed to support, do they really take this long to do or even say anything 

last time I rang it took 3 hours to eventually be fobbed off by telling me to check tomorrow it may have updated . I am sure they did nothing but it got rid of me for another day 

All of the forum volunteers here (myself included) can indeed talk to OVO via the forum moderators. But it’s not an overpowered all-singing all-dancing power. We can use it to get advice and updates from internal teams for tricky questions, but we can’t use it to gain access to other people’s accounts.

With that said, if a SMETS Command has been sent out to update the tariff rates, it can take 24 hours to push through in some cases. That much is true.

However, as this forum cannot handle account specific issues due to the restrictions on accessing your account, you’ll need to go via the Support Team for this issue. There’s not much we can do here I’m afraid.

thanks, the issue was referred to the ‘support team’ the week before last . I maybe expected a quicker reaction than it is getting

it’s a shame we can’t be put through to the support team when we call, or them allowed to call us 

it’s such a seemingly simple issue that makes it so frustrating 

I can usually get through in under 30 seconds, but that’s mainly because my account has a flag on it that diverts my calls away from the general queue to a specific team.

You’ll get that flag sooner or later as well - everyone will in fact. Once you do, it literally turbocharges the experience.

You are an awful lot luckier than I am, my last three calls, despite entering my account number, have ended up with the ‘wrong’ team which then means they throw you back into a queue 

but really all enquiries should be dealt with similarly, hopefully most are not just ignored as mine seems to be, despite being passed on for support 

OVO is currently transitioning everyone over to the new method. It takes time though as the entire Support Team needs to be retrained and reorganised to make it work, but as new sub-teams are ready to migrate, a bunch of randomly selected OVO members are assigned to them and any calls from those members then go to that team.

It’s possible your account is currently in that process, but I can’t say for sure. The idea is that once everyone is moved over, everyone will get the new experience.

The main reason I’ve had it for so long is because OVO randomly selected something like 40,000 members roughly 18 months ago to pilot the new method and try it out. I was randomly selected to be one of them and my account has remained that way since.