The Archive

I have a three phase supply to my house. All phases are in use. One phase for ground source heatpump the other two provide power and light. Can you supply a three phase smart meter?

(Dammit, due to a mix of bad luck, confusing UI issues with the zoomed-in responsive page layout, the post-editing time window, and forgetting to select all plus copy before hitting post, I’ve just lost the content of this post now 3 times…. aaarrrgggh) Forgive me for I have sinned… I used to be a regular on the forums here but haven’t posted in over a year, sorry. Glad to see @Transparent is still around and that there’s others volunteering here also. :) TL;DR Like some other posters here, I seem to have lost electric info on our IHD We’ve had our gas and electric smart meters for a few yeas now, for the last year things have been working fine. Sometime in the last few months our IHD stopped displaying electric info. The IHD does display info about our current and historic gas usage plus gas meter info, but the gas tariff info is now missing and there’s nothing about the electric supply/usage/meter on it at all any more. Equipment SMETS2 Installed via OVO a few years ago (not inhereted from previous supplier) Gas meter (can’t remember, can’t easily get to it to check right now) Aclara SGM1412-B Electric Meter Toshiba SKU1 Cellular Hub Chameleon IHD3-PPMID in home display Diagnostics Website/app seem to be getting frequent usage information uploads from the meters suggesting good meters → hub → DCC → OVO communications On the hub, all LEDs except the MESH one flash every 5 seconds -- as they’re supposed to Time is always accurate on the IHD whenever I’ve looked The signal strength indicator on the IHD is always solid, although not very strong; however, it’s been like that for the past year or so, whilst working fine. Nothing new getting in the way or blocking the signal. No new devices nearby that might interfere etc. For the last couple of days I’ve relocated it nearer to get a better signal, for testing purposes. I’ve turned the IHD off for a while (and have done the 10-second reboot thing.) Question I’ve already phoned it in to OVO and have received the standard response about it taking up to 45 days to be addressed by the technical crew. Reading others’ experiences with this issue on this forum, I don’t hold out much hope of a fix any time soon. which is a real pain as we’re desperate to start adapting our behaviours to reduce our energy usage which means needing easy access to current usage info. Is there anything more I can do to help get this fixed? (I’m a techie with some electronics and lots of computer knowledge. I was asked about becoming a volunteer here in the past but life got in the way unfortunately.) The IHD that’s not playing ball The electric meter and hub The IHD model info The meter install. I had to post this as I caught the LEDs mid flash, what are the chances of that? And no, I’ve no idea what’s going to happen when any of the neighours in this block of flat decide they’d like smart meters too -- which idiot thought it would be clever to squeeze all of these meters into one small box huh?

We've just sent out your mid-month updates for Power Move. Some of the emails we sent have the subject line "Spring update" – that was a mistake. But we've checked the email itself, and all the contents are correct, it’s just the subject line that’s wrong. We’re sorry for any confusion.

Updated on 16/01/25 by Abby_OVO Hi OVO Research Forum group, We want to hear from you if you’ve gone through OVO’s relatively new electric vehicle (EV) smart charger installation journey. Leave a comment below if that’s you and we’ll follow up with some questions to hear how your experience was. Thanks,Tim

I am a THTC customer on complex meters. The app doesn't support complex meters and redirects you to sign in online Except it actually doesn't and every time I try to sign in through the online browser it constantly tells me sorry the app doesn't support.… Why am I unable to access the online account

Hi Power movers! The team at Electrical Safety First.org have kindly shared this graphic, to give us all a reminder of how to reduce the risk from electrical appliances, especially those left on overnight. Check out their site for more information and advice, and let us know what you think about these tips in the comments below. How are we all doing out of 6?

Hello there I joined OVO a week ago by phone call Since then,I haven't received any welcome email or confirmation I have tried all the steps they recommend me...reset my password,use chrome etc nothing works Always the same error :"No identifiers.paym in session" I contacted them to make sure all my details are correct and apparently they are but I can't access anywhere I don't even know my OVO ID I am starting to be a bit concerned about Please,could you help me? Many thanks

Hello all. I only joined OVO in March, so I’ve only had 4 monthly statements so far & every 1 of them have been wrong. As a new customer I’ve been keeping an eye on my account, just to make sure my direct debit payment covers my actual usage costs. I’m guessing I have a different setup to most, as in the fact that we have 2 gas meters & 1 electric. only 1 gas, 1 elec are smart meters. The normal view on the illustrative statement is correct up until my monthly statement has been produced, so the billing on all 3 meters is in sync. Albeit as long as a manually supply my dumb meter reading. But my actual bill so far every month has only incorporated any 1 of the meters, or 2 of the meters or even once after a phone call to OVO to let them know, it had been amended to show a combination of 2 different meters. Every month I place a call to OVO to let them know my monthly statement is wrong again & eventually OVO produces a correct statement. I’m almost certain it’s the 3 meters & not the usual 2 that are the problem. I did have the smart meters turn dumb for 6 weeks in May- June with the IHD also showing no data, a power cut during the night restored the service, I lost the daily smart meter readings for a week the end of June so yet another phone call to OVO, but OVO we’re still receiving readings, my OVO account is now showing smart meter readings OK but is not showing any usage data for July. I've had more conversations with OVO in 3 months than I’ve had with any energy supplier over the last 10 yrs. How hard can it be to get my actual monthly statement correct. Tom...

Updated on 22/01/25 by Abby_OVO We’re currently looking for OVO customers who’d be interested in taking part in a Trust Centre Swap Out (TCSO) trial. The trial will hopefully allow us to swap your standard smart meter comms hubs with a new one without needing to exchange/replace the entire smart metering system within your home. In the future this capability will help us to exchange and replace existing comms hubs with newer dual band and 4g variants to overcome in-home challenges associated with poor or low signal. By taking part in this trial, you'd help us on our journey to make energy better for people and the planet, by reducing the waste and the time required on site to resolve problems with our smart metering equipment. What is a smart meter comms hub? A comms hub connects smart gas and electric meters to a secure network and creates a HAN (Home Area Network). This allows your smart meters and In-Home Display to connect to each other. Dual Band comms hubs use multiple frequencies to increase the coverage of smart meters. It can help push the signal further in buildings that may be difficult to reach. This allows us to be able to communicate with your meters better. To be able to take part in this pilot you need: A SMETS2 Electricity meter that is sending remote readings that are being used for billing What happens on the day? An engineer will arrive at your home and conduct a network signal check. If the signal check is passed, they’ll exchange the comms hub and wait for the HAN to reconnect. There will be no interruption to your power and we should not be on site for longer than 90 minutes. If the new comms hub fails to reconnect our Engineer will remove and replace the entire smart metering system to ensure that you are left with communicating meters. This will mean your supply will be interrupted , if you're reliant on any medical equipment, please speak to your engineer before shutting off your power. As this is a trial we do have to let you know that there is a chance that this could happen, but we hope it’s unlikely. This won't impact your energy supply and will be done on the same day. If you have any further questions, please feel free to comment below.

On the app my Power Move peak average showed at 4.14% at the end of October, but with a reduced credit of £11.61 for some unknown reason. I've received no end of month email and no credit shows on the to date November details either. Anyone else having this problem?

Updated on 27/02/25 by Bradley_OVO - We have now made the decision to put the introduction of charges for paper bills on hold indefinitely. https://www.ovoenergy.com/help/article/how-do-i-go-paperless​​​ What's happening? We're introducing a £1.50 monthly fee for customers who choose to have paper bills. This change will be live and visible on December bills, which will give customers time to choose Paperless Billing if they want to. We’ll be writing to our current Paper Billing customers to let them know about these changes. We'll send customers a QR code, which will take them to a form where they can select paperless billing going forward. Are there exceptions to this? Yes, the following customers will stay on paper bills with no charge: Customers on the Priority Services Register (PSR) Customers who receive Adaptive Comms Customers who we think should be on the PSR Customers who might potentially be financially vulnerable We won’t ask these customers to choose to change to Paperless Billing.

The usage on my app is telling me in September I’ve used as much kw|h as I do for the whole year. OVOare telling me it’s a bug but at the same time trying to increase my DD. Also apparently they can’t see it on their computers. I’m very concerned this is going to cost me money.

I'd like to be able to export my usage data, so I can have access to it even if I leave OVO (etc). I've never seen a function do do this. Does it exist?

Does anyone know how and when I'm likely to receive my £5 for this survey?

I need help switching over from boost to OVO I’ve tried number of times to make a new account up in the app and can’t seem to do it

Hi there. I hope someone can help us with a very confusing issue. We are with Ovo and have a smart meter. Every month since we moved here two years ago, our electricity usage has been fairly consistent - only slight variations day by day, a bit more in winter, a bit less in summer. But in November this year it all changed - the day to day usage is sometimes very high and sometimes much lower. We do have a plug-in hybrid car so the ‘spikes’ might be us charging the car, but we’ve had the car for the last 2 years and nothing has changed in the way we charge it, so don’t understand why the patterns have changed so drastically. (The overall total is up too). We wondered if maybe Ovo had changed the way they calculate the usage or something? Any thoughts gratefully received.

I’m considering getting a new Renault 5 EV when its released in the new year and I’m trying to find out if it will be added to charge anytime. We already have a Tesla M3LR but we have a dumb home charger (installed 3 years ago) so the Tesla is connected directly to charge anytime rather than via a supported smart charger. I don’t really want to shell out several hundred £ to get a new smart charger so I’’m hoping the new 5 will be supported directly there are already quite a few Renault’s on the supported list.

Updated on 16/01/25 by Emmanuelle_OVO: Charge anytime queries? Head to our topic hub: Useful Links For our compatible chargers, here's the link to find out more For our list of compatible Charge Anytime EV’s, here’s the link to find them Follow here for our frequently asked questions How to get in contact with the Charge Anytime team Charge Anytime - 0330 175 9678 (Option 1 new customers/option 2 existing customers) chargeanytime@ovo.com With the important role they play in driving us towards a greener future, we’re proud to be part of the electric vehicle (EV) revolution. Find out about Charge Anytime our EV Add On… The leap to a new way of driving can raise many questions which is why we’re building a community of in-the know-users, on hand to share tips and advice. From what to consider when choosing which EV to go for. What it’s like to live with an EV. To the best Apps to download once you’re on the road. Already an EV owner? We’d love to hear from you! Help future EV owners by writing a review of your vehicle or charger. We’re on hand to give review-writing advice, just PM either @Tim_OVO, @Emmanuelle_OVO or @Abby_OVO, or check out the great reviews that have already been posted, like these: Tempted by an EV but still got unanswered questions? Join the conversation below...

To meet the latest challenge (as of October '24 - I'm a newbie) I basically have to refrain from everything but the most vital electricity use between 4 - 7pm! Extraordinarily difficult, because I'm already using approx. 60% less electricity compared with similar OVO households (according to OVO's app). Hence, I have to - boil the kettle prior to 4 pm to fill a flask for 2 cups of coffee or tea until 7 pm; - defrost prepared dinners, ready to cook at 7.01 pm, stomach growling with hunger; - walk around my flat in semi-darkness with the help of a torch (despite balance problems + sight difficulties!); - battery-charge my laptop (I free-lance from home) + phone for hours before the crucial period; - washing machine cycles strictly in the mornings; - baths only in the evenings; - miss the daily 6 pm news and watch it at 10 pm; - try to read using the screen light of my laptop and/or phone torch; - do any house work + cleaning before 4 pm; etc. etc. etc. I like a challenge, need to reduce my bill somehow and did in fact "earn" almost £2 off my bill for only 1 week in October '24 (message from OVO: "you're on your way meeting the £12 November target!"), but I realise - as many in this Forum have already pointed out - that this peak-time energy saving scenario only benefits high usage customers! It's unfair to + unpractical for those 24/7-at-home dwellers (already energy conscious!) with physical disabilities and/or users with children! Any more tips for me welcome!

The app won't let me log in and my account through the browser is as following. Why is this? Yes I've created the storage usage/cache in the app and yes I've cleared my browser. The last screenshot IE the 4th is the app. Fyi fwiw I'm signed up to and partake it in Power Move.

Started both Power Move and Power Move Flex in October. Looking at my most recent bill I see at the bottom in Other Charges there is - Power Move Subscription 14th-1st November, including 5% VAT £0.00 Power Move Subscription (includes 5% VAT) £0.00 Does this mean Ovo intend to start charging customers to take part in these in future? So far I've not gained enough to continue with these if that happens.

Has anyone received their results for October ??? I hit the max the max target every month since the start of this, but I haven't heard ANYTHING about the results for October !!!! Before, we'd get the results almost straight away !!! I called OVO and I'm definitely signed up for the Power Move (haven't heard anything about the Flex thingy!!!) but no results!!! I know I hit max target !!!! Any advice would be appreciated!!! Thanks !!! Mike

I had a boiler service and repair done in September through OVO beyond. Boiler was only providing around 20-30 seconds of hot water at a time and I ended up paying £230 for the flow control to be repaired which fixed the issue. However I now have a leaky boiler (Worcester Greenstar 30i) which is leaking from the front right corner, and a quick Google is suggesting this is also a problem with the flow control system. Therefore I can only really come to the conclusion that the initial repair was either done poorly or incorrectly. Understandably I've been told to turn the water off at the stopcock, but I can't seem to get through to anyone who can get an engineer out to repair it unless I wait until 8am on Monday to make a call. I've been told I can call the Gas Safety numbers but it's have to pay whatever the cost is for an emergency call out and there's no guarantee I'd get that money back/be able to make a claim. From my point of view, the original work wasn't done to a high enough standard and after paying £230 for that repair only 6 or so weeks ago, this repair should be covered under a guarantee/warranty. To add insult to injury, despite paying all that money for a repair, the call centre at OVO can't find any record of the repair being done! I've definitely been charged for it, my wallet is much lighter, but it isn't showing up on the system! I have two kids under 5, it's 9am on a Saturday, and I can't be going without water until Monday (assuming if I call on Monday they can get someone out the same day) I don't know what to do!

Hi, I’ve been advised to movee to Octopus energy, but now I’m having second thoughts. What is the difference between them e,g price? C

Until September when my account was finally ‘migrated ‘ by OVO, I gave meter readings for the 2 electricity meters in my house by email as the website hadn’t been accessible since July 2023. Both meters on the one account - one serves most of the building, the other a bit added on in 1930. No problems - 2 meter readings, bit like gas and electric but instead 2 x electric. This was set up in about 2012/13. Now I’ve got 2 accounts and one is in debit and the other in credit and they want me to set up a new DD. i am incensed! OVO seem to have lost the plot!