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Peewyn
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March 7, 2023
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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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PeewynAuthor
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March 14, 2023

Thanks for that update but this has been going on for ages now and getting nowhere fast.

Jeffus
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Jeffus
Rank 20
March 14, 2023

Thanks for that update but this has been going on for ages now and getting nowhere fast.

The only thing we have heard is that each person should log the fault with the Support team as this is an account specific issue that the IT team need to look at currently.

Have you logged it? 

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    PeewynAuthor
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    March 14, 2023

    Yes ages ago and was told they would contact me - still waiting!,

      Tim_OVO
      OVO Staff
      Tim_OVO
      OVO Forum Legend
      March 15, 2023

      Hi @Peewyn and thanks for sharing the latest on this. 

       

      I work for OVO and I want to set some expectations here that perhaps the person you spoke to on the phone failed to do. 

       

      The data required to show your £ costs in the online account usage section (and the app) comes from the billing platform. It’s a known issue and our advice for customers is to report it to the Support team. That way a '’support ticket’ is raised and we know the volumes of those affected which helps create the priority level for the company that runs the billing platform*. OVO ourself can’t do much more, not least the person you spoke to on the call. 

       

      Please know that the usage section is a guide to help you manage and reduce your energy. To see your actual daily costs, please refer to the live billing, found here: https://account.ovoenergy.com/billing-details

       

      *Kaluza are owned by OVO Group and are a technology company that have built the billing platform used by OVO Energy customers.  

      Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
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        PeewynAuthor
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        March 15, 2023

        This is screenshot of using  your link and as previously tried to explain it doesn’t work. I escalated this in early February to support team and was told they would contact me, no one has!!! You have my mobile number lease call it now to explain the situation. 

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        March 15, 2023

        Hi @Peewyn

        Some others in a similar situation are now using the Bright app, 

        The Bright app is perhaps worth a look if you haven't already for you cost data. 

        https://apps.apple.com/gb/app/bright/id1369989022

        https://play.google.com/store/apps/details?id=uk.co.hildebrand.brightionic

        They are authorised and regulated by the Energy Regulator OFGEM like a few others. In some ways it is more useful than the apps from many suppliers. 

        @Tim_OVO has no access to your account, no one here does, both customers like me or OVO employees. The staff on the OVO Twitter and Facebook pages do have access to individual customer accounts, sometimes it is better to post there than this forum for account issues in my experience as a customer. 

        @BPLightlog is very experienced in the Bright app if you decide to download it and you have any follow up questions. A few posts on it here. 

         

          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          March 15, 2023

          I’m afraid callbacks can’t be arranged from here. Sorry

          Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
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            PeewynAuthor
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            March 15, 2023

            I am a senior citizen I don’t use social media

            Jeffus
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            Jeffus
            Rank 20
            March 15, 2023

            I am a senior citizen I don’t use social media

            Then i can only suggest you call OVO or wait for them to call you. There is no estimate from OVO when the issue may be fixed. 

            My mum is 87 and signed up to Facebook to contact companies via direct message. She never posts in public. Obviously up to you, i totally get it that some people whatever their age don't want to use the Facebook or Twitter sited but are happy to sign up and use forum like this. You are not alone in that. 

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            PeewynAuthor
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            March 16, 2023

            Dear BPLightinglog

            how did you manage that? Mine hasn’t returned yet

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