My new SMETS 2 meters were installed in mid September. Since then, there has been no change in my account page. The last entry there was that my electricity and gas were to be supplied from 5 May.
My smart gas meter does not appear to be sending any data, I’m only getting a feed from the electricity meter.
I would like an idea of my usage, given the state of the fuel industry at the moment, I would at least like to have an idea if I will be in for some nasty surprises downstream.
Best answer by Jess_OVO
Updated on 07/02/25 by Emmanuelle_OVO:
Great to see you’ve already met our community volunteer and smart meter trouble-shooter, @Blastoise186.
Blastoise186 wrote:
Thanks for the question, this does sound a little strange and I would have expected your gas meter to have started sending in readings by now.
Just wanted to step in here just to clarify this point. As you mentioned your smart meters were installed in mid-September we’d generally advise that it can take up to 6 weeks from the install date for the meter details to be updated and your usage data to be populated both on your In-Home Display and on the usage pages of your online account or OVO app (download for Android or iOS).
There’s more info on this related topic, although I’m sure @Blastoise186 will be able to offer a slightly more technical explanation if you’re still noticing the same communication difficulties in a few weeks time.
Do keep us updated as we’re always happy to help and offer advice here where we can.
Great to see you’ve already met our community volunteer and smart meter trouble-shooter, @Blastoise186.
Blastoise186 wrote:
Thanks for the question, this does sound a little strange and I would have expected your gas meter to have started sending in readings by now.
Just wanted to step in here just to clarify this point. As you mentioned your smart meters were installed in mid-September we’d generally advise that it can take up to 6 weeks from the install date for the meter details to be updated and your usage data to be populated both on your In-Home Display and on the usage pages of your online account or OVO app (download for Android or iOS).
There’s more info on this related topic, although I’m sure @Blastoise186 will be able to offer a slightly more technical explanation if you’re still noticing the same communication difficulties in a few weeks time.
Do keep us updated as we’re always happy to help and offer advice here where we can.
i have just had smart metres fitted when on my account i noticed the reading was 27714 units more than it should be then noticed that its the wrong metre number ovo has used been on chat as usual no joy they want pictures sent why should it always be the customer who has to prove everything the fitter must have taken about 40 pictures how can it be so wrong and nobody wants to fix the mistake
I believe it’s done this was as it’s the fastest way for OVO to get the information they need. If you rely on the engineers report, you could be waiting a long time.
yes but its not the first time this sort of thing has happened and people getting huge bills and rises in direct debits if your not on the ball someone at ovo must be able to see that my account has two different metre numbers on the same accout
They probably can, but OVO can’t physically see which meter is actually installed right now which is why they need photos of the current one to help figure it out.
that is the problem what about the older people who can not send pictures of metres i think ovo is getting too much wrong too often and nobody takes responsibility for mistakes
There are alternative options available for those cases, including engineer visits if needs be. However, the fastest option for anyone able to do, is to send the photos in yourself.
You could raise a complaint and as the resolution request someone to come and take a photo of the meter. This is a job we can offer, we’d usually offer this to customers who don’t have the facilities to take a photo of the meter themselves.
If this has been raised with us, I’d recommend hanging tight to give us a chance to get this worked. I am aware of exceptionally large contact volumes over the last few weeks and months. We have one last lever to pull if we’ve failed to deliver but as it stands I’m not sure we can add anything if it’s already been raised to the right team. Can we pick this up over a typically quieter period later in December? You can message me directly if you don’t get an update inbetween...
I had gas and electric smart meters fitted on 03/02/23, which appear to be working ok. How long should it take for my account to be updated with the new meter information as it still shows the old meters on my OVO online account?.
Don't waste your time with contacting customer support over this, it is futile.
I spent hours on the phone and in chat support and found the whole experience very frustrating.
If the response from them was merely useless that wouldn't be so bad, they seem to go out of their way to be constructively misleading and inconsistent.
Just put up with the wait and spend your time on something more useful.
Due to gas leak we had meter changed today gave meter reading and made mistake instead 0498 I put 4980 and plus electricity reading as well I shocked to find that we owe £3130.25 a months bill
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