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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

Show previous replies
Jeffus
Rank 20
Jeffus
Rank 20
March 9, 2023

Many thanks

One of the OVO moderators is following up internally with OVO staff as well to see if they can give more information.

It looks like it is happening to multiple customers. 

I will post an update on this thread if i see anything. 

P
Rank 2
PeewynAuthor
Rank 2
March 9, 2023

Thank you dreadful service so far I’ve been waiting weeks for someone to call me and to sort this out

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
March 10, 2023

Hey @Peewyn and @Jeffus,

 

We’ve had a response from the team:

 

It's a known issue relating to this data not being made available. Work is happening to improve these usage sections. 

 

In the meantime, as long as your smart meters send us your readings every day, you can refer to your daily costs in your current billing. 

 

Really hope this gets sorted soon and will update this thread if we hear any developments. 

Renewable Energy? Big Fan.
    P
    Rank 2
    PeewynAuthor
    Rank 2
    March 10, 2023

    Thank you at least I’m not the only one having problems. 

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    March 10, 2023

    Try now @Peewyn .

    My data has just returned

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      P
      Rank 2
      PeewynAuthor
      Rank 2
      March 10, 2023

      Lucky you mine hasn’t!!

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      March 10, 2023

      Lucky you mine hasn’t!!

      Hi @Peewyn Can you see the kWh and not the £ now?

      Or neither? 

      P
      Rank 2
      PeewynAuthor
      Rank 2
      March 10, 2023

      Only kWh as previously and no option to change to £

        P
        Rank 2
        PeewynAuthor
        Rank 2
        March 14, 2023

        Hi I’m still waiting to hear from OVO energy regarding not being able to see usage in £, because a message left on my phone said they would email me (lady called Lauren) but nothing has arrived - what a shambles!,,,

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        March 14, 2023

        The issue is currently being looked into. There’ll likely be an announcement on the forum with any news

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