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Rank 3
CinderKona
Rank 3
January 5, 2022
Solved

Why is the cost view on my online account usage pages unavailable? It shows the kWh figures only...

  • January 5, 2022
  • 20 replies
  • 326 views

Hello,

I have a smart meter and a IHD but my on-line account whilst showing the KW/H for both gas and electric shows no values (unavailable) for all subsequent months since April 2020 - only March 2021 has any £ values  - why is this?

thanks

Best answer by Jess_OVO

Updated on 18/10/23 by Abby_OVO

Once again @Blastoise186 giving the goods in terms of the best means of reporting account-specific bugs like these, @CinderKona.

 

A lack of usage costs data isn’t something we’ve seen here before and I suspect that even the month that is populated might not be accurate (unless a property’s empty - £4.47 for a months usage would be quite surprising!)

 

Our Support Team should be able to get this raised to our Tech team if we’re not able to explain the missing data here so attaching the screenshot to an email and sending that over to us will really help to identify the issue.

 

Have you checked the amount you’ve been billed for these months? You can do this on the ‘Billing’ pages of your online account which also allows you to scroll back through your previous months energy costs (albeit not in a handy graph format). It’s worth remembering that these usage graphs should be considered an extra tool in helping you to manage your energy usage and may not always align to the amount you’re charged each month.

20 replies

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A
Newcomer
Amaryllis11
Newcomer
April 11, 2022

I used to be able to toggle between costs and kWh. No more is that option available on my app

TomThumb
Rank 6
TomThumb
Rank 6
April 12, 2022

@Blastoise186 if useful

  IPadOS 15.4.1  / ovo app  14.3.3 / codepush 337

& Android 12 / ovo app 14.3.3 / codepush 340

showing no issues with kWh-Price toggle here.

 

Tom…

3 meters: Smart Gas & Smart Elec / Traditional Gas meter
    A
    Newcomer
    Amaryllis11
    Newcomer
    April 12, 2022

    Problem solved. Just noticed a new para in the app under heading ‘daily usage’ which apologises for current lack of cost info.  They’re ‘working on it’. QED. Tks for your comments. 

      W
      Newcomer
      Whizzy63
      Newcomer
      August 28, 2022

      Has anybody else experienced that you cannot see the daily cost of your usage?

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      August 28, 2022

      Hi @Whizzy63 ,

      I’m afraid this isn’t supported right now, but it could be! :)

      If you’re looking for the cost for an entire day though, check the Monthly tab and you should find what you’re after.

      Hope this helps!

      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!
        W
        Newcomer
        Whizzy63
        Newcomer
        August 28, 2022

        Hi, I have checked the monthly tab and it is just showing kw’s used not the daily/hourly cost. It is just saying…. See below. Any ideas? Thanks

        Looks like we couldn’t find some of your usage data

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        August 28, 2022

        Ooohh OK. I think I know a few fixes for this, I’ll try one of the more common ones first.

        There might have been a temporary issue in retrieving the data recently. Could you try an app like Hildebrand Bright and see if you can get the data that way?

        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!
        W
        Newcomer
        Whizzy63
        Newcomer
        August 28, 2022

        Thanks will do. All my past costs have disappeared.

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        August 28, 2022

        Ahh… I see.

        If all your usage cost data has vanished, it might need to be rebuilt. OVO’s Support Team would be best placed to take a look in that case.

        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!
        W
        Newcomer
        Whizzy63
        Newcomer
        August 28, 2022

        Ok thanks for your help.

        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