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Peewyn
Rank 2
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

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P
Rank 2
PeewynAuthor
Rank 2
March 7, 2023

Ok will try

    P
    Rank 2
    PeewynAuthor
    Rank 2
    March 7, 2023

    I changed to cost and this is what I received and no one at OVO is putting it right.

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      March 7, 2023

      OK so stay on the website not the app

      Check your tariff is correct on this page

      https://account.ovoenergy.com/plan

      P
      Rank 2
      PeewynAuthor
      Rank 2
      March 7, 2023

      Yes tariff is correct

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        March 7, 2023

        OK, good. 

        Double check here that OVO are getting smart meter readings.. Should be a daily reading with the word smart next to it

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

        And double check your bills are updating correctly

        https://account.ovoenergy.com/billing-history

         

        P
        Rank 2
        PeewynAuthor
        Rank 2
        March 7, 2023

        Yes they confirm getting meter readings from my smart meter

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        March 7, 2023

        Yes they confirm getting meter readings from my smart meter

        And are the bills updating fine? 

        https://account.ovoenergy.com/billing-history

        P
        Rank 2
        PeewynAuthor
        Rank 2
        March 7, 2023

        Yes only problem only shown in kw not £

          Jeffus
          Rank 20
          JeffusSolved
          Rank 20
          March 7, 2023

          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. 

          P
          Rank 2
          PeewynAuthor
          Rank 2
          March 7, 2023

          Many thanks

          Show more replies
          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