I've just had new smart meters installed - Why can't I see this and my usage data reflected on my account?

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.

If you’re still not happy, your only option is https://ovoenergy.com/feedback .

sorry still can not agree its an ovo mistake they should fix it i should not have to chase them up

Hey @taxijim33,

Sorry about the issues you’re having.

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.

Hope this helps. 

who do i raise a complaint with

As mentioned, it’d be via the options at https://ovoenergy.com/feedback 

Still waiting for anyone at OVO to address my meter problems which were reported 3rd October.

Customer service seems to be very haphazard in terms of any recognisable processes and also meaningful communication is in woefully short supply. 

Still very frustrated with the time I have had to spend trying deal with OVO regarding this issue.

Sorry to hear how it’s been going, @Khd888 

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... 

Hi,

 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?.

Thanks

I believe it can take up to 6 weeks before your account is updated. My smart meters took around 2 weeks before my account was updated. 

Yup, that’s right. Should be done within six to eight weeks. If it’s not done by then, please let Support know.

Took 3 months for me.

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.

It is interesting how different suppliers quote very different timescales and appear to take very different times for activities. 

Octopus for example are very explicit and say 14 days to see meter readings in your account or contact them. 

https://octopus.energy/blog/smart-meter-installation/#:~:text=Once%20you've%20had%20your,these%20can%20slow%20things%20down).

When i contacted them they said that was correct. 

I wonder if OVO do anything differently internally that that means it takes longer. 

I am often curious about the different times quoted for the same basic activity from different suppliers. 

I was lucky, somehow i started seeing readings the next day with OVO as i posted on the forum which regulars were amazed about. 

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

Presumably the engineer also took the reading? Can you update it on your account?

I not sure  if took a reading  it was emergency call due to gas smell 

When a meter is changed, they normally leave a note of the previous meter (often on a yellow label) and the last reading 

The call out about 2am morning  let's hope correct gas reading makes big difference  as going call them in morning 

You’ll probably need to get Support to fix this. However, if you did the reading at say 2AM today you have until Midnight tonight to fix it.

God knows where call centres  are Communication was very bad  was  told  someone will contact within 48hrs 

Does  anyone have contact details to speak to someone in the  uk