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I have been trying to get my meters address changed for over a month now and OVO have lied to me repeatedly in an effort to keep me hostage to their supply.

 

I have exhausted all avenues and am now having to turn to this forum for help/advice. 

I have had multiple emails and phone calls saying that it has been resolved and the correct address has been applied to my meter however when I check with national grid and other suppliers they say it is not correct.

 

I'm at my wits end as this has been going on for well over two months.

The general lack of any sort of customer service is clear and having to deal with random, different people every time I try to get this resolved pushes me to insanity.

 

I've so far had three phone calls from three different people, telling me it's been resolved and the latest phone call told me I would even be compensated £40 for the frustration (which Is yet to materialise) and well over a dozen emails from several different people. 

 

I'm begging for someone with any respect and responsibility to get this sorted. 

 

Could you clarify a bit more just what the problem you are having is?

Is it that your MPAN number is registered to  an incorrect address?
Is it that your meter serial number is registered to an incorrect address?

Is it the other way round and the address is right but showing the wrong number or numbers?

 

Last year I had a problem where the wrong gas meter serial number was showing for my address on the national database. (long story but basically it happened after an aborted meter exchange).

OVO quickly corrected it at OVO, for my billing, once I had noticed it was wrong and complained.
However the national database still said that I had that incorrect meter number for another 8 months.

OVO cannot change that national database, it is beyond their control, they can only request that it is changed.
It is up to the “Central Data Services Provider” (Elexon for electricity, Xoserve for gas) to update and maintain the national database.

It is that “Central Data Services Provider” that is being slow to correct your incorrect database entry, not OVO.
You can shout at OVO as much as you like, but OVO can’t force the Data Provider to work faster.

PS. You cannot contact those Data Provider organisations yourself to request a database change, only suppliers can do that.

Hi ​@Evolang97,

 

I’m really sorry to hear this.

 

It seems one of forum volunteers has stopped by to offer some advice here already. Hope this has been helpful.

 

Once we’ve requested to change your details on the national database - it can usually take around 2-4 weeks for this to be completed. This is not something we’re able to control I’m afraid as we cannot make this change ourselves.

 

It may be worth opening a complaint in this case. Here’s a link to our complaint procedure - https://www.ovoenergy.com/feedback 

 

Hope this is sorted for you asap. 

Finally some people with common sense!

I requested the change in November but it seems OVO were intent on dragging their heels to make me rack up as much of a bill with them as possible. 

However, since November, nobody thought to tell me that once it's requested it's not something that is in their hands.

This would have gone a lot smoother if someone had actually thought to tell me that key piece of information. 

 

My electricity meter is registered to the incorrect address.

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