Migration to new system but still having issues with the online account

Don’t panic yet. It may take some time for data to filter across from your account.

If you have a smart phone, have a look at the OVO Energy app for iOS and Android. Some account functions are slightly different there from those on the website, and you may find that you’re able to submit your day/night readings there.

Meanwhile, visit your new Profile page and check that the details there are correct. Scroll down to 

• Set how often meter readings send

• View settings 

and (I would suggest) make sure both half-hour options are selected. Those options are also available in the app.

That said, it’s only essential to submit one reading each month (on the first day of the billing period) to be sure of getting an accurate bill. 

So the app seems to recognise that I have E7 and allows 2 readings (std and econ) so that’s an improvement. I have done the settings as you suggested (they were not set) so I will check tomorrow as that is my billing day and see where we are. I will submit manually if necessary. I don’t understand why a staff member on the help desk didn’t suggest using the app.

PS The online portal still seems unable to handle E7

Hey @Ovouser777 

Sorry for the issues you’re having, 

I’ll ask internally & see how long it takes for historic meter reading & billing data to be migrated across. 

I’ve had a response from the team-

You will not be able to see historic billing, only bills from your time on the new system. In terms of historic readings, we migrate some of them across, agents can see some of the historic readings against the supply in Kaluza (our internal billing platform). We will have access to these bills through an archive & the ability to re-issue these bills if a subject access request is raised. 

Did you get your previous bills emailed across? 

I hope this helps. 

Thank you, at least OVO now seem to be able to read my smart meter correctly. Some historic data is there. Doesn’t say which is peak and which is off peak though.  Still no details of my actual plan on the app or the portal. The app doesn’t give any history because it thinks I’m asking for gas reading history (I don’t have a gas meter, electricity only). I will wait now to see if a bill is generated correctly.

Now the app thinks it can’t read my smart meter, but the online dashboard says it can but the reading history is out of date. And customer support staff seem to think there is no billing because I’m an SSE customer (in actual fact I’ve been an Ovo customer for nearly 15 years!) This is beginning  to make the Post Offices Horizon  system look like a work of genius.

I say again. The Horizon scandal wasn’t just a terrible system, but deliberate manipulation of the data by humans messing with said system in ways they shouldn’t have been able to.

Be careful what you compare it to...

Hi @Ovouser777,

I’m really sorry for the issues you’ve been experiencing, that’s definitely not the experience we want for our customers.

I’m going to have our Forum_Support team reach out to you so they can help you further with this. Look out for a private message here soon:

https://forum.ovoenergy.com/inbox/overview