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johnhspicer
Rank 2
June 2, 2024
Solved

Generation meter does not have a visible serial number?

  • June 2, 2024
  • 28 replies
  • 1430 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

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    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    September 3, 2024

    @Petergd , that meter type shows its serial number via the digital display. 


    The manual shows how 

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    P
    Newcomer
    Petergd
    Newcomer
    September 3, 2024

    Thanks for the information. I was full of hope for a minute. I can see this meter can be set up to show the data but even after reading the manual I still dont know how to cycle display. By default it should cycle every 5s - not in my case though.

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    September 3, 2024

    Thanks for the information. I was full of hope for a minute. I can see this meter can be set up to show the data but even after reading the manual I still dont know how to cycle display. By default it should cycle every 5s - not in my case though.

    I’ve never operated one so can’t add I’m afraid. It looks like it may be a pre-set facility. There’s likely to be a s/n on the casing but as the unit is fitted, you can’t see that

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      M
      Newcomer
      MR F H CORMIER
      Newcomer
      September 15, 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!).

      I am just now having the same problem now. We are now in our 80s, just don’t understand what's going on. After 15 years of being happy just giving a reading or taking a photograph, the rules are being changed. This is what we have received.

      Hello Frank,

      Thank you for your email.

      Email from OVO…….The picture you have provided shows an MSN number: -------- (the number on top of the barcode is the Meter Serial Number which is on every meter, this number is not a model number or anything else). The Generation Meter Serial Number on your MCS certificate as you yourself has stated is incorrectly ---------. This number on the certificate needs to be in line with your actual MSN on your meter which we have established is --------, legally the MCS certificate needs to be the same as your meter so that it is accurately presenting your meter in the national database.

      With this in mind, when there is such a discrepancy, we usually question if you have changed your meter and just have not notified us. You have clarified that your meter has never changed, if this is correct it means the MCS certificate needs to be updated to display the correct MSN number displayed on your meter (--------) and then you would need to send that to us so we can update those details on our records and the national database.

      The way you would do that is you would need to contact the MCS service company and request for them to change the MSN on the certificate, once they have done that they would re-send you an up to date MCS certificate in which you would send back to us so we can update your account accurately.

      Being an old pensioner, this is causing me great anxiety as well as looking after my wife. We need every penny and after doing the “right thing” 15 years ago I’m beside myself with worry. Someone please help.

       

       

      BPLightlog
      Super User
      BPLightlogSuper User
      Super User
      September 15, 2024

      Hi @MR F H CORMIER , there may well be a few here who could try to clarify things. 
      If you could just explain a bit more .. are you sending a Solar generation reading or an Export reading ? A picture would help. 
      For Solar generation, your meter would have a serial number which often gets asked for along with the reading when providing your quarterly update. 
      For Export, this would usually be taken from your Smart meter (if you have one fitted).

      From your post above, it sounds like there is an issue with a different serial number on the MCS certificate compared to your meter? Has anyone mentioned this before?

      Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      M
      Newcomer
      MR F H CORMIER
      Newcomer
      September 15, 2024

      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

      Cormier.

      BPLightlog
      Super User
      BPLightlogSuper User
      Super User
      September 15, 2024

      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)

      Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      Shads_OVO
      Retired Moderator
      Shads_OVO
      Retired Moderator
      September 17, 2024

      Hi @MR F H CORMIER

       

      I’m sorry to hear this.

       

      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.

      Terms & ConditionsAccessibility statement

      OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

      OVO (S) Gas Limited is part of OVO Group Ltd