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…...
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.
Hi, I’ve been giving solar readings by picture for some time now. Whereas before we used to take a reading and send it by email stating our “FITS” account number. Here is a photo of our meter. This has only been a problem now OVO run the show. Regards Mr Cormier
Hi, I’ve been giving solar readings by picture for some time now. Whereas before we used to take a reading and send it by email stating our “FITS” account number. Here is a photo of our meter. This has only been a problem now OVO run the show. Regards Mr Cormier
Ok, thanks .. and OVO are now querying the serial number compared to what’s recorded on your system registration ? If it’s different, has that not been noticed previously?
(Sorry for all the questions but just trying to fully understand)
It may be worth contacting the team directly who may be able to advise further on this. You can call 0330 303 5063 and selecting ‘4’ when the IVR instructs you to do so. You can also email the team via fits@ovoenergy.com.
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