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Peewyn
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March 7, 2023
Solved

Usage not in pounds on Online Account

  • March 7, 2023
  • 48 replies
  • 780 views

Like many other customers I am unable to see my usage in pounds as I could some time ago. This is very inconvenient as a pensioner I keep a close eye on my usage. I have contacted customer service via phone, chat etc to no avail, all they say is that it’s been passed to the technical team who will ring me!! They haven’t and it’s been a long time now. Any suggestions?

Best answer by Jeffus

Updated on 25/09/23 by Abby_OVO

OK @Peewyn that is about as much that any of us can do on the forum in terms of diagnosis as we are just customers like you and can't obviously access your account.

I would put in a complaint so your issue is easy to track etc.

https://www.ovoenergy.com/feedback

Include a link to this thread as your screenshots will help. 

https://forum.ovoenergy.com/my-account-140/usage-not-in-pounds-14278

Point out. 

1. OVO are getting smart meter readings on the readings page

2. The tariff details are correct on the plan page

3. The bills are updating correctly on the billing page

4. On the app on iPhone/iPad on the Usage page the kWh data is displayed correctly but there are no toggle switches for. KWh/£ on the Month or Year tabs

5. On the website on the usage page the kWh data is correctly displayed, but a missing data message is displayed on the Monthly and Yearly tab when toggling to Cost. 

6. It looks to me like an account specific issue as it impacts you on both the website and the app, albeit slightly differently. 

48 replies

BPLightlog
Super User
BPLightlogSuper User
Super User
March 7, 2023

Where are you looking @Peewyn ? Some of the daily chart detail is only in kwh

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
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PeewynAuthor
Rank 2
March 7, 2023

I’ve looked everywhere daily, monthly and yearly. When I rang customer service they didn’t know the answer either !! I do not hav3 the option to change from kWh to £ as I did previously.

BPLightlog
Super User
BPLightlogSuper User
Super User
March 7, 2023

On your daily usage chart, you will not see cost .. it’s not an option.

On your monthly chart, you should have the choice to switch between them .. or are you using the app?

 

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
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PeewynAuthor
Rank 2
March 7, 2023

My layout is not like the one you show only have electricity on my app and no choice to change to pounds

P
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PeewynAuthor
Rank 2
March 7, 2023


 

 

 

This is my layout 

 

 

 

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    March 7, 2023

     

    P
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    PeewynAuthor
    Rank 2
    March 7, 2023

    I don’t have the option like you are showing otherwise I would have done it as previously the sliding key is not available now.

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      March 7, 2023

      @Peewyn try the website rather than app

      Have you tried deleting and reinstalling the app? 

      P
      Rank 2
      PeewynAuthor
      Rank 2
      March 7, 2023

      Yes I have no luck I’m afraid I deleted and reinstated both on iPad and iPhone plus went into account via Google.

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        March 7, 2023

        Yes I have no luck I’m afraid I deleted and reinstated both on iPad and iPhone plus went into account via Google.

        Yes I have no luck I’m afraid I deleted and reinstated both on iPad and iPhone plus went into account via Google.

        I don't have an iPhone. I wonder if the browser is redirecting to the app. 

        You could know for sure by deleting the app and just logging on via the website. Then post what you see again. Then you can be sure you are looking at the website. 

         

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