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?
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Power move credit still not showing on November bill updates, no confirmation email either!
Best answer by Emmanuelle_OVO
Hey
Please expect a delay in payments this month due to a slight change to how your Power Move data is calculated. The team has provided an update below regarding some recent issues with collecting data from smart meters and the changes that were made to improve this for everyone.
“Our consumption data collection and calculation process previously ran from 1 pm each day, collecting consumption data from the day before. We've since identified that some data now doesn't return until later in the day after the calculation process has been completed, so for the day before you may have been classed as 'no-data' which is why some of you may have seen in your progress update that we don't have enough data to calculate your progress.
We've now moved our process to run later in the day and have been testing to ensure this pulls through as much data as possible. There will still be some circumstances where we couldn't retrieve any data for a genuine reason, but the tests have seen a dramatic reduction in the number of customers with 'no data' we've had so far in October.
At the end of October, we will calculate rewards and look to pull through data from the first 2 weeks of October that have previously been flagged as not having any. We will only use this data for your end-of-month results if it positively impacts your peak %, e.g. you now earn a reward or go up a tier, if it would negatively impact your end-of-month results then we will honour the more positive result and reward.”
When they were collecting the data needed to calculate your Power Move data, the system was running too early, causing some of the data to be missing. They’ve trialled a new time for collecting the data and have seen a huge improvement so far. They’ll need to process payments this month manually, which means a small delay until the credits arrive, but it’s nothing to worry about. You should receive an email confirmation of your award.
Things should return to normal in November with the process being fully automated and the feedback we’ve had from users has helped us make improvements that are helping everyone. If you have any follow-up questions let me know!
Hey
Please expect a delay in payments this month due to a slight change to how your Power Move data is calculated. The team has provided an update below regarding some recent issues with collecting data from smart meters and the changes that were made to improve this for everyone.
“Our consumption data collection and calculation process previously ran from 1 pm each day, collecting consumption data from the day before. We've since identified that some data now doesn't return until later in the day after the calculation process has been completed, so for the day before you may have been classed as 'no-data' which is why some of you may have seen in your progress update that we don't have enough data to calculate your progress.
We've now moved our process to run later in the day and have been testing to ensure this pulls through as much data as possible. There will still be some circumstances where we couldn't retrieve any data for a genuine reason, but the tests have seen a dramatic reduction in the number of customers with 'no data' we've had so far in October.
At the end of October, we will calculate rewards and look to pull through data from the first 2 weeks of October that have previously been flagged as not having any. We will only use this data for your end-of-month results if it positively impacts your peak %, e.g. you now earn a reward or go up a tier, if it would negatively impact your end-of-month results then we will honour the more positive result and reward.”
When they were collecting the data needed to calculate your Power Move data, the system was running too early, causing some of the data to be missing. They’ve trialled a new time for collecting the data and have seen a huge improvement so far. They’ll need to process payments this month manually, which means a small delay until the credits arrive, but it’s nothing to worry about. You should receive an email confirmation of your award.
Things should return to normal in November with the process being fully automated and the feedback we’ve had from users has helped us make improvements that are helping everyone. If you have any follow-up questions let me know!
I’ve received no £12 credit this month either so far… saw information that credits are delayed due to data now reporting around 1pm - so a few hours gives them an excuse to be tardy by over a week with this months credit without any proper explanation. Had online chat last week which was time wasted. Now I’ve also noticed they are calculating DDs on projected use18 months ahead so part of the calculation is outside of my fixed rate so they bump up my DD again and build a larger surplus … pretty unhappy atm with the lack of communication and general skulduggery from OVO!
Any updates we get internally we’ll post on the forum to keep our community members up to date. We can also pass your feedback onto the team.
Tricia wrote:
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?
I've been wondering about it myself !!! It seems to me that OVO's November Post Move deal is way past FUBAR !!!! Unlike the previous months which we, the customers, we're kept up to date and credits were issued in a very timely manner !!!! What happened OVO ???????? Mike Hansen !!!
Mike Hansen wrote:
Tricia wrote:
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?
I've been wondering about it myself !!! It seems to me that OVO's November Power Move deal is way past FUBAR !!!! Unlike the previous months which we, the customers, we're kept up to date and credits were issued, BOTH in a very timely manner !!!! What happened OVO ???????? Mike Hansen !!!
Mike, why so many question and exclamation marks? It really reduces chances for others take your comment seriously.
costeek wrote:
Mike, why so many question and exclamation marks? It really reduces chances for others take your comment seriously.
I don't give a monkey's ___ whether anyone takes it seriously or not !!! I said what I said, the way I wanted to say it !!!! Is that okay with you ???????
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However, it hasn’t appeared in my bill. I emailed yesterday but haven’t had a reply yet. Fingers crossed it gets sorted soon for all of us. My DD is now apparently being increased & it doesn’t need to be!
Tricia wrote:
Would it possible if you could update on your case? I’m really interested to know what was the reason do not credit you full £12. Just to be clear, I believe you, I’m interested to see if the same could be applied to my case.
Power Move credits should now have been applied 🙂 for those that have had delayed payments this month
Thanks Emanuelle, just checked the app and the credit now shows.
Hi
OK, my October PM £12 credit is now showing as a credit on my latest running bill but not my latest proper bill - does this mean that my October and my November Power Move credits will both show up in my next proper bill at the beginning of Dec?
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solarrolar wrote:
does this mean that my October and my November Power Move credits will both show up in my next proper bill at the beginning of Dec?
From what I remember from other conversations on this forum, that’s correct, it will be added to your current bill (next proper bill).
Something similar happened to one of my previous bills when they recounted my energy usage and found that I was entitled to the bigger credit - it was added to the next bill.
That happened to me I tried to ask the chat service but they didn’t even understand the 2 different schemes. Mine finally showed up on my Novemmber bill 2 weeks in
Hey
I apologise for any confusion that was caused. Power Move Flex is currently a trial that we’re running so not everyone has access to it. You’ll find all the information about the delay in the pinned comment above and if you’ve got any follow up questions please let me know 😊
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