Why are my monthly charges so high since I entered a meter reading incorrectly?

Hi @Sam 85 ,

That actually doesn’t sound right to me, and you might want to check the bills again. Massively inflated readings on that kind of scale would fail validation and be automatically rejected by the system, especially if it’s totally out of line with what OVO expects your usage to be during the same period. Could you check https://my.ovoenergy.com please? Another copy of your bills can be found there. If that version looks about right, you should be sorted.

If not, try the Support Team again and if you still get stuck, the feedback and complaint process at https://ovoenergy.com/feedback almost certainly will resolve the issue.

Thank you , I have checked my bills & meter readings .

meter readings look pretty normal, but for some reason the total kWh has gone from approx 330 a month to 5152 yet this is not reflected in the meter readings?

it’s like someone has entered a few thousand kWh extra ? Or just entered the wrong digits?

Hmm… In that case it’s quite possible something got a little messed up somewhere along the line. Not to worry, this can all be fixed up.

Please ask the Support Team to regenerate the affected bills using the actual meter readings. I’m afraid I can’t do that myself as I’m only a forum volunteer and don’t have permission to access your account. But I’m pretty confident that regenerating the bills should fix the issue.

The Web Chat at https://help.ovoenergy.com tends to be the fastest way to do this.

Hi 

thank you , I have tried calling , it’s now saying they are closed yet states opening times until 6 pm 

I have had nothing but hassle since I switched to these . 
I have called and spoke this morning. I have also emailed 3 times. 
They won’t let me speak to billing , yet they saying I must be using more 😩

I wouldn’t recommend emailing in more than once while waiting for a reply. Sending in further emails can put all of your active emails on hold while OVO reads the entire chain again and they can’t reply until they’ve done so. The more emails you send in, the longer it’ll take for OVO to catch up.

I’ve just tried the phones as a test a few minutes ago, it seems to be open now so you might want to try again. OVO’s Support Team is also structured so that you only need to speak to one agent about almost anything, there’s no specific departments within the team per se.

Hi , thank you for the info on emails, just so frustrating and I’m really worried as gone from being in credit to owing £1600 in two months ! 
phone lines are working now but states really busy and to use WhatsApp..

did that but can’t seem to get anywhere in text ? 
or the right topic , tried that chat link , also after putting in my details they too said they were too busy , is OVO always as bad as this ?

thanks Sam 

Not usually. It’s quite possible that the Support Team are getting swamped at the moment, because Mondays are always pretty much jammed up with huge volumes.

If you can hold out until tomorrow morning, you might get through faster.

I’m so sorry to hear about your difficulty reaching the Support Team yesterday, @Sam 85. 

We were experiencing some technical difficulties with the phone lines which have now been resolved. As this sounds like it requires some account-specific investigations we’d recommend re-contacting the Support Team today, if you haven’t already. The Support Team can help check your billing is accurate and based on actual meter readings.

As you mention receiving an email about your smart meters regaining communication, I’m wondering whether they’ve recently completed their enrolment process. This remote process allows us to receive smart meter readings from all smart meters, even if they weren’t installed by us. Were you giving regular monthly meter readings before receiving this email? If we weren’t receiving regular readings we may have been estimating your usage in the meantime. If these estimates were higher or lower than the actual readings this might explain why you noticed a jump in the readings when we started receiving these from your smart meter.

The best place to check the readings we’ve received (either submitted manually or sent by your smart meter automatically) is by downloading the OVO app (available for Android and iOS) and heading to the meter readings page. You can check these readings against those we’ve used to calculate your energy costs by heading to the ‘Billing History’ page. 

I’m hoping this information is helpful in getting to the bottom of things. Do pop back with an update once you’ve spoken to the team or checked the details shown on your OVO app. 

Hi , I been giving them manual readings so they never estimated them , but they failed to apply them in March , April may. Even the meter reader supplied the same reading in april . 
I have been trying to contact all morning again , chat web & calling but busy is the answer I received. 
I don’t even use this much in a year ! So clearly a mistake , the smart reading started sending a signal last week , then the app updated it to this ! Yet the readings are relatively low each read , which does not match the charges !

Sorry for any confusion, @Sam 85.

As the usage pages you’ve screenshot there may be based on estimated data, we’d always recommend checking any erroneous figures against the billed amount you can view on the ‘Billing History’ tab. Here you’ll also be able to check the meter readings we’ve used to calculate each monthly charge.

Just a thought, have you double-checked the meter reading used on your opening statement with OVO? If this reading was estimated this might explain things. Our Support Team are able to check this and start the ‘Read Dispute’ process to get things corrected if needed.