OVO energy

Raregold

Hi any help please I currently have a HUGE bill with OVO and they are sending letter and emails about taking action, I have raised complaints with them over various issues like I didn’t get the warm home discount because I didn’t apply in time and then got told by one of their customer advisors that if on certain benefits it’s done automatically, after numerous phone calls still didn’t get it and was told the scheme had closed for that year so nothing could be done.
The second complaint is that I currently owe £2600, but I’m on economy 7, but my night readings haven’t changed but day keeps going up, it’s been like this for a few months and this is the third time this has happened, the first and second time I was told that they aren’t charging me at night so will send someone out to fix the meter which they did, now it’s happened again I’ve double checked the display on the meter when it’s supposed to be charging night rate it’s still charging peak rate 😱, I’ve asked OVO to change the meter and pair it to my in home display unit and I want them to go back and rectify my previous bills and make adjustments as I’m being charged peak rate 24/7.
Would they check previous bills or would they say those bills now stand ? 

Gerry1

What hard evidence do you have that you are being charged peak rate when it should be night rate?

Are you looking at the smart meter on the wall or at the portable IHD?

Raregold

I’ve taken a photo showing the meter still charging rate 1 instead of rate 2 between the hours of 1pm and 8am the rate on off peak is 20.81 kWh and on the app it shows that my night reading hasn’t moved this is the third time the meter has frozen on the night reads, I do have an in home display unit but that won’t link to my meter as it keeps displaying waiting for data 

QrizB

Can you share your meter readings for the last few months?

And post a photo of your meter?

Raregold

I can post the last few days as having a smart meter you get daily readings 

[Deleted User]

If asked ‘ the man of the Clapham bus’ would say that you are being billed on a single register. The fact that you can see readings on the second register doesn’t necessarily mean that it is in use.

By the look of it, you are not on a 30 minute usage profile. If you were, you could extract data from an app like BRIGHT or N3rgy.com and use it to make a case for re-billing at the correct rates.

CSI_Yorkshire

[Deleted User] said:

If asked ‘ the man of the Clapham bus’ would say that you are being billed on a single register. The fact that you can see readings on the second register doesn’t necessarily mean that it is in use.

By the look of it, you are not on a 30 minute usage profile. If you were, you could extract data from an app like BRIGHT or N3rgy.com and use it to make a case for re-billing at the correct rates.

I think most people would say that it looks like the meter isn't switching so they are being charged day rate for everything.

Raregold

Yes that’s it @CSI_Yorkshire I’m being charged peak rate day and night and this is the 3rd time the meter has frozen on the night rate, I was originally paying by direct debit but the monthly payment kept going up and I finally had to cancel it when they wanted me to pay £550 a month going by my smart meter readings which I just couldn’t do so yes I haven’t paid for a couple of months I’ve paid money to my bill as and when I could afford to but being constantly chased for a debt of over £2700 when my meter is wrong and OVO have been less than helpful with there customer advisor’s basically insisting they are receiving readings and I’m wrong 

QrizB

The times that your smart meter switches are set in software by OVO. It looks as though they have not correctly sent these settings to the meter.

If you're not getting any joy from front line customer support, you will need to follow OVOs complaints process.

If that still leaves you unsatisfied, you will be able to take your complaint to the Energy Ombudsman.

[Deleted User] said:

By the look of it, you are not on a 30 minute usage profile. If you were, you could extract data from an app like BRIGHT or N3rgy.com and use it to make a case for re-billing at the correct rates.

I agree with Dolor. Data from n3rgy.com will demonstrate that you have been using electricity during off-peak hours without this being recorded correctly by the meter.

Raregold

Photo attached of meter showing rate 1 at 5.19am when it should show rate 2 

matt_drummer

Raregold said:

Photo attached of meter showing rate 1 at 5.19am when it should show rate 2 

Rate 1 on my meter is the night rate and rate 2 is the day rate,

It doesn't make sense but it is how it is for me and many other people.