Tutorial

Billing and charges on my online account - DIY tutorial series

  • 16 September 2020
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Billing and charges on my online account - DIY tutorial series
Userlevel 7

Updated on 16/09/20: for more online account guides, see this topic hub

 

Billing and charges in your online account - your guide

 

 

Charges and costs 


You can see a breakdown of your charges online on the 'Charges' tab.
 


Then further below you can see a daily breakdown of your electricity and/or gas charges:
 


If you have half hourly meter readings via a smart meter you can also click into the kWh link for that day so see exactly when you’ve used energy.


How charges are displayed 

When adding charges up there are a couple of things to know about how they are displayed online

If you look at your daily breakdown, this is rounded up to the nearest whole penny. However in reality we calculate it to fractions of a penny.

If you look at your total monthly charges, the balance may differ by a penny or so as the these charges are a sum of the exact daily charges and are not rounded up each day. This means the rounded monthly amount is the most accurate balance for what you’ve been charged.

This also applies when you’re looking at your monetary values on the usage graph page. Whilst these figures are rounded to whole pence if you were to add them up they may not match the monthly summary which does not round up until all of the exact daily charges are combined.


If there's a drop out in communications (comms) with your smart meter

If your smart meter has a drop out in comms over a period of time, we spread the charges and usage across all of the missing days as an average. But bear in mind it will also show the exact same charges and usage each day for the period without comms.

Example:

If your meter dropped out of comms for 5 days and you used £10 of energy in this time (65 kWh), it would not show as an additional £10 on the day the comms are restored, but would show each day as £2 (13kWh) which is the average split over 5 days.

 

Monthly summaries

 

The first thing to clarify is that these are not legally statements by Ofgem's definition as they do not contain all of the information a traditional statement would, but are 'Monthly Summaries' which can be downloaded as a PDF file. 

 


The download option for the latest summary is only available 5 days after the end of the latest month i.e. May's summary will only be available to download from 5 June. You can download historical summaries at any time.

 

These summaries don’t include your supply numbers (MPAN/MPRN) or the meter serial numbers. However this information can be found via the 'Plan' tab. These can be used to confirm Proof of address, meter readings, or opening/closing balances each month.

 

Monthly billing explained

 

 

That’s all we’ve got for this billing tutorial. One thing to bear in mind is that we’re looking to improve the online experience all the time, so this is subject to change. Let us know if we’ve missed out anything important, or if you have feedback on your online billing and costs.


3 replies

Userlevel 1

Can someone explain how on earth billing works with this company as it defeats me?

Without a bill being sent I get a letter from the collections department for 53.99 and then I make this payment. This morning I get a letter/bill for £83. 29 - 2 days later. Do I have to pay daily?

Sorry has to use the forum as the phone lines are down.

Userlevel 7
Badge +5

Hi there @CinderKona !

Sorry for the trouble there. You can pay monthly via Direct Debit and this should generally cover all your payments, just like with all other suppliers. It’s possible that your account may have gotten into an unusual state, but are you able to get in via MyOVO by any chance?

As for the phone system, you’re the first person to mention that but hopefully the teams will be able to get it back up and running soon. In the meantime, you can rely on forum volunteers such as myself being around to help out. I’ll let @Jess_OVO know about this thread too, just in case she can help.

Userlevel 7

Hi @CinderKona yes I did hear about phone lines and web chat being down at one point on Friday, sorry for any inconvenience caused. 

 

As Blastoise mentions, a monthly payment should cover any usage, which itself is daily. See the topic guide above for more info on how it works. 

 

As for why you’ve had two large billing summaries close together, have a look at the billing period it relates to. It might be that there’s been a delay charging you, or maybe that a period has been re-done to correct unit rates. This is all guess work I’m afraid, as us forum lot can’t access your account. 

 

I’m keen to hear a bit more info though, have a look at those summaries via your online account and let us know. 

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