Faulty Meters? Help!

[Deleted User]

brianposter said:

In relation to the OVO app, I seem to remember that the data were 1 day out (on a different app) when we were investigating a problem with the meter.

The suppliers that I have been with initiate a data pull in the early hours of the morning which recovers the previous day’s index readings and usage data.

Louevs83

Thanks for the responses everyone - I'll try to cover the points raised as much as possible.

I hadn't included any specific data in my initial post, as there is so much of it that I have gone through (with BG and now with OVO), calculating units to kWh to applying the rate etc. I've got books full of the stuff where I've gone through bills, usage and I've provided some of this to OVO to give examples of what we believe to be erroneous meter usage.

I also provided all this to the Ombudsman re BG, along with previous years bills to show the difference in usage and other documents to demonstrate that the BG usage was way over and above that with our previous provider (in terms of kWh, and not just cost), when our living habits hadn't changed (our use of energy within the home actually reduced). I spent hours and hours analysing the bills, readings etc. and compiling documentation and explanations with timelines and copies of correspondence.

We have carried out a creep test and the meters did not change during the time everything was off. We are photographing meter readings every day or two now to keep track of that, but to give an example;

Metric gas meter difference of units from 30/1 to 11/2 was 41.96 units, which in kWh is 469.397. This multiplied by our rate equals £51.40; OVO have charged us £70 for that period (this does not include daily standing charges or VAT). A few issues with this;
1. OVO have been overcharging us for units used - app states that on 31st Jan we used 7.8 kWh, which equates to 85p and OVO have charged us £9.10
2. Since 1st Feb, the usage seems to pretty much equal what we are using but how do we prove prior to that? The only things we have are our word that we've had the gas off, and we have Hive data going back to 3rd Jan (which shows a stark difference in cost from 3rd Jan to 12th Feb - Hive shows £128.11, OVO have billed us £301.71. Hive does not show kWh's, and we've put all the correct info into the Hive)
3. The OVO app is showing data for gas usage at time periods when we absolutely know the heating is off; our frost protect is set to kick in at 7 degrees and our internal temp has not dropped below 12 degrees even at night. The app shows gas usage during the day when I know for a fact that the heating is not on (I work from home) and the water has been turned off for a few months (only boosted for 30-45 mins for showers every other day). On 4th Feb we had no heating or gas on all day or night, OVO have billed us £5.15.

The meter serial numbers are correct and match those on the OVO app.

The gas meter was failing to send readings to OVO for quite a period of time, so we submitted manual readings every month; since contacting OVO at the end of Jan, they are now receiving daily data, but all of the meter readings within the app are showing as smart readings.

I can't provide annual gas usage figures as we have only been with OVO since April 2022, were with BG from Nov 2021 - April 2022, and prior to that with Utility Point from March 2021 until they went bust - and we had dispute with BG over the usage, so any data I can provide from them is incorrect.

There has to be some explanation for these anomalies and this needs to be investigated - perhaps there is something between the meter and the connection to our home that is flawed? It is just illogical that our actual usage of units/kWh within the home (all electrics off as much as possible, no heating, no hot water) has reduced, but the meter is showing that our usage has increased. It just doesn't make any sense at all.  

We haven't done a sanity test, but I will follow the link and get one done.

Thanks

steviebabes

'OVO have been overcharging us for units used - app states that on 31st Jan we used 7.8 kWh, which equates to 85p and OVO have charged us £9.10'
7.8kWh is approximately £3.15 (34p per kWh + 50p standing charge) if you are on the price cap. So your calculation is way under and OVO's calculation way over.  Our daily rate is usually double that so you are doing well for electricity consumption.

[Deleted User]

I don’t understand your reference to the connection to your home. The graphic below shows how your smart meters are connected. The gas meter uses the Hone Area Network to connect to the gas proxy meter in the comms hub. The proxy meter (a mirror) does the clever stuff to protect gas meter battery life. Your meters are just meters that measure energy in the same way as do analogue meters.

The main problems that meters and comms hubs suffer from is firmware update related but doesn’t usually impact on meter accuracy.

With respect, you need to stop looking at apps; IHDs etc when it comes to billing. Apps and devices are advisory only. If the correct tariff has not been set in the smart meters, then all cost information is flawed. The only accurate way to check usage is to use actual meter readings versus the tariff that you are on.

Gerry1

You're still doing it all wrong.

Apps, Hive, IHD and references to earlier usage just muddy the waters.  If you're trying to show that the meters are faulty you need hard evidence, and that means reading the meters on the wall, full stop.

You've already been told about the Meter Sanity Test for electricity, so please get that out of the way.

For gas it's much the same.  Shut off the supply at the red lever last thing at night, read the meter on the wall (m3), make sure the boiler can't fire up.  First thing in the morning read the meter: any increase in the volume reading means it's faulty.  Also check for any 'b' showing in the display which indicates a faulty battery.

Turn the room thermostat to maximum, turn the lever to switch on the supply, make sure the boiler is roaring away and note the m3 reading after 15 minutes.  Do the sums (1m3 = 11.2kWh will be near enough) and see how many kWh have been used, e.g. if it's a 28kW boiler you'd expect it to use 7kWh in 15 minutes.  You can repeat the test to get an hour's worth, but bear in mind the boiler may modulate the power down as the room temperature rises.

EssexHebridean

steviebabes said:

'OVO have been overcharging us for units used - app states that on 31st Jan we used 7.8 kWh, which equates to 85p and OVO have charged us £9.10'
7.8kWh is approximately £3.15 (34p per kWh + 50p standing charge) if you are on the price cap. So your calculation is way under and OVO's calculation way over.  Our daily rate is usually double that so you are doing well for electricity consumption.

7.8kWh of gas would come to around 85p. 

Robin9

EssexHebridean said:

steviebabes said:

'OVO have been overcharging us for units used - app states that on 31st Jan we used 7.8 kWh, which equates to 85p and OVO have charged us £9.10'
7.8kWh is approximately £3.15 (34p per kWh + 50p standing charge) if you are on the price cap. So your calculation is way under and OVO's calculation way over.  Our daily rate is usually double that so you are doing well for electricity consumption.

7.8kWh of gas would come to around 85p. 

But 7.8 m3  would come to about £9.10

k_man

Robin9 said:

EssexHebridean said:

steviebabes said:

'OVO have been overcharging us for units used - app states that on 31st Jan we used 7.8 kWh, which equates to 85p and OVO have charged us £9.10'
7.8kWh is approximately £3.15 (34p per kWh + 50p standing charge) if you are on the price cap. So your calculation is way under and OVO's calculation way over.  Our daily rate is usually double that so you are doing well for electricity consumption.

7.8kWh of gas would come to around 85p. 

But 7.8 m3  would come to about £9.10

Good point.
While 7.8m³ (87kWh ish) is quite high for heating, not out of the ordinary for a day in Jan.
Whereas 7.8kWh isn't much at all (hot water alone could easily use that)

EssexHebridean

Robin9 said:

EssexHebridean said:

steviebabes said:

'OVO have been overcharging us for units used - app states that on 31st Jan we used 7.8 kWh, which equates to 85p and OVO have charged us £9.10'
7.8kWh is approximately £3.15 (34p per kWh + 50p standing charge) if you are on the price cap. So your calculation is way under and OVO's calculation way over.  Our daily rate is usually double that so you are doing well for electricity consumption.

7.8kWh of gas would come to around 85p. 

But 7.8 m3  would come to about £9.10

The quote I posted was confusing gas and electric, though! 

I agree that this could be a kWh/m3 confusion - not the first time we've seen that cause issues!