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johnhspicer
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June 2, 2024
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Generation meter does not have a visible serial number?

  • June 2, 2024
  • 28 replies
  • 1444 views

We have had solar panels for nearly 15 years now, and they still work fine, generation levels have barely moved in that time. And we have had the same electrical installation throughout, import export meter and separate generation meter. And nearly all the time with SSE.

Now of course with OVO, and I am now getting letters asking for a picture of the generation meter-read with the serial number visible. Except there has never been a serial number visible on the generation meter, as loads of SSE engineers have confirmed over the years.

I’ve emailed OVO with pictures, written old style letters, and never get a response. And now they are threatening to stop payments.

First question is: has anyone else experienced this?

Second question: if the current generation meter is no longer compliant, for example if the government now wants proof of the generation with a specific meter serial number (which I can understand being a valid ask to prevent fraud), then I can also accept that OVO are stuck in the middle (which does not justify their dreadful customer service in response to the issue).

But if a meter change has to happen, who is responsble for the cost of installing a compliant meter? And how does that get arranged?

It would be nice if OVO would respond without having to use this forum, but maybe this way I’ll get an answer since they seem to monitor it…...

 

 

 

 

    Best answer by Blastoise186

    Updated on 09/06/25 by Ben_OVO

    All meters, including generation meters, will have a unique, alphanumeric serial number. If you’re unsure of your generation meter serial number, take a look at the picture below in this thread, or send a picture of the meter to your energy supplier if you’re still unsure. 

    Good evening @johnhspicer ,

    Please note that this response was written by a Forum Volunteer who does not work for OVO.

    This sounds like a pretty rare situation to me - and it’s the first time I’ve ever seen it mentioned here on the Forum. To add context, the OVO Forum launched in around February 2017 and I’ve been here since around November 2020 so I’ve seen and read almost everything except for the really, really old stuff from the very early days. Chances are I’m pretty sure I’d remember if this had come up previously, but I can’t recall ever seeing anything similar on here.

    So firstly, this is a long winded way of saying thanks for the unique question! We love these unique ones. :)

    It does sound to me like OVO and yourself are both stuck between a rock and a hard place here. I can’t understand why you even had a Generation Meter installed without it having a Meter Serial Number in the first place - that’s supposed to be pretty much impossible as EVERY electric and gas meter in the UK is required to have one. I’m a bit surprised you’ve even lasted this long with it, let alone managed to get FiT Payments!

    If memory serves, ALL meters - including Import, Generation and Export Meters - are owned by the Supplier and the Supplier is responsible for maintaining them as well as replacing them as and when required. The same applies to covering the cost of procurement, installation and replacement - that’s for the Supplier to do unless you require a “Non-Standard Install” which isn’t usually the case when setting up FiT/SEG.

    I don’t know the process for this one, but I know someone who does. Please bear with me - I’ll flag this backstage on the Forum and someone will swing by again soon.

    28 replies

    Blastoise186
    Super User
    Blastoise186Super UserSolved
    Super User
    June 2, 2024

    Updated on 09/06/25 by Ben_OVO

    All meters, including generation meters, will have a unique, alphanumeric serial number. If you’re unsure of your generation meter serial number, take a look at the picture below in this thread, or send a picture of the meter to your energy supplier if you’re still unsure. 

    Good evening @johnhspicer ,

    Please note that this response was written by a Forum Volunteer who does not work for OVO.

    This sounds like a pretty rare situation to me - and it’s the first time I’ve ever seen it mentioned here on the Forum. To add context, the OVO Forum launched in around February 2017 and I’ve been here since around November 2020 so I’ve seen and read almost everything except for the really, really old stuff from the very early days. Chances are I’m pretty sure I’d remember if this had come up previously, but I can’t recall ever seeing anything similar on here.

    So firstly, this is a long winded way of saying thanks for the unique question! We love these unique ones. :)

    It does sound to me like OVO and yourself are both stuck between a rock and a hard place here. I can’t understand why you even had a Generation Meter installed without it having a Meter Serial Number in the first place - that’s supposed to be pretty much impossible as EVERY electric and gas meter in the UK is required to have one. I’m a bit surprised you’ve even lasted this long with it, let alone managed to get FiT Payments!

    If memory serves, ALL meters - including Import, Generation and Export Meters - are owned by the Supplier and the Supplier is responsible for maintaining them as well as replacing them as and when required. The same applies to covering the cost of procurement, installation and replacement - that’s for the Supplier to do unless you require a “Non-Standard Install” which isn’t usually the case when setting up FiT/SEG.

    I don’t know the process for this one, but I know someone who does. Please bear with me - I’ll flag this backstage on the Forum and someone will swing by again soon.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    J
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    johnhspicerAuthor
    Rank 2
    June 2, 2024

    Thanks for taking a look, hopefully this will help get a resolution.

    More than happy for OVO to fit a new meter that meets the requirements, just can’t understand why they didn’t say previously that that is what is needed. Or even tell me I had to pay to get it done (although I would have then checked where the responsibility really lay!).

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    June 2, 2024

    These are… Complicated matters I’m afraid - and they’re not well documented (this isn’t strictly OVO’s fault either!). I think it’s just such a rare edge case that hardly anyone has thought of it, hence a possible reason why the agents you spoke to are struggling. But as far as I see things, you should never have been given that particular meter in the first place.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    June 3, 2024

    Hi @johnhspicer , as Blastoise mentioned, it is rather strange to have any sort of meter without a serial number as these are used to validate readings by all suppliers.

    Can you add anything further in terms of what sort of meter it is? (that might help narrow down the options).

    In this case, the generation meter is not the general suppliers responsibility as it is not a ‘necessary’ component - I realise it is for you but not everybody has solar yet. In fact the solar installer should have fitted all the equipment and registered your specification (including the meter serial number) with Ofgem who maintain the register of micro generation equipment.

    I have had solar for around 12 years and also had an upgrade to the system recently. On both occasions the installer fitted the generation meter (firstly for FIT and lastly as a ‘NET’ meter to record both generation and battery).

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    J
    Rank 2
    johnhspicerAuthor
    Rank 2
    June 3, 2024

    The serial number is registered OK, it’s just not visible now the meter is attached. The meter is a Sangamo SPA 01.

    Hopefully OVO will chip in to this, even it is just to say that I need to sort an alternative meter with a visible serial number and need to pay for it. Which based on what you say about it not being a necessary component seems possible.

     

      BPLightlog
      Super User
      BPLightlogSuper User
      Super User
      June 3, 2024

      So there’s something obscuring the bottom half of the front plate?

      You may need someone with reasonable knowledge in the FIT/SEG department to help

      Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      J
      Rank 2
      johnhspicerAuthor
      Rank 2
      June 3, 2024

      Top part looks very similar. But part of the frame of the meter covers where the serial number is on my meter! Can’t see any way of getting to it therefore, but bet the number is also on the back….

      Unfortunately the photo I have is in HEIC format, and this site won’t allow me to attach it.

       

      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      June 3, 2024

      Hey @johnhspicer 

       

      Tricky situation you’ve got on your hands, I’m sorry to hear this. 

       

      I’d really like to see a photo of the meter so I can ask the best team for some help on this one. You can email the us photos at forum@ovoenergy.com, could you try sending the photo through that and hopefully we can help make some progress with this.

      Currently Playing: She's Electric
      J
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      johnhspicerAuthor
      Rank 2
      June 3, 2024

      Thanks Abby.

      Photo sent to that mail box. The photo is a few years old so meter read isn’t current, but that isn’t relevant for this discussion. 

       

       

        Abby_OVO
        Community Manager
        Abby_OVO
        Community Manager
        June 4, 2024

        Thanks @johnhspicer 

         

        Got it, and it does make a lot more sense now I’ve seen these cases before on the rare occasion. I’ve added a screenshot of your photo into this thread for the others to see what you mean by it being enclosed and unable to access the serial number to view it.

         

         

        I’m going to check with the team on this and see what they’re best advice is, I’ll pop back here as soon as I’ve heard back from them.

        Currently Playing: She's Electric
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