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tamarapress100
Rank 1
February 16, 2024
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De-energised meter in new build flat?

  • February 16, 2024
  • 5 replies
  • 3593 views

I recently moved into a newly built property. I was told my electricity supplier is OVO so I contacted them to set up an account and direct debit.

 

2 months later and I’m still unable to get into my online account, and they’re saying it’s because my meter is de-energised! This can’t be the case as the electricity supply is working fine!

 

What is even more frustrating is that my bill that I got by email says £0 in charges when they’ve been taking £25 direct debit each month!

 

Any ideas on how to sort this out?

 

Thanks in advance.

Best answer by Emmanuelle_OVO

Updated on 15/09/26 by Abby_OVO

 

Hey @tamarapress100,

 

I’m sorry for the issues you’ve been having. if OVO are advising that the supply is de-energised, but you have a meter and have power, please contact our Support Team to get this rectified. It’ll be handy to have any meter details you have to hand when contacting them to help make it easier and smoother to verify the meter, and if needed, have any details updated.

 

 

What if the Energisation status on the National Database needs updating?

 

We need to raise this to our internal metering team with the following information if you have it:

 

  • Date on which the supply was de-energised or re-energised
  • Meter Serial Numbers of any meters removed, installed, or generally involved in the de-energisation or energisation.
  • Meter photo (if there is now a meter in your home)
  • Readings on any meters that have been removed, installed, or generally involved in the de-energisation or energisation.

 

I hope this helps. 

5 replies

BPLightlog
Super User
BPLightlogSuper User
Super User
February 17, 2024

Hi @tamarapress100 , a first thing might be to check who is registered as your supplier 

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/moving-home-your-energy-supply/find-out-who-your-gas-or-electricity-supplier-is/

After that, you can check the meter details against those on your bill (Meter serial number and MPAN)

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    Rank 1
    tamarapress100Author
    Rank 1
    February 17, 2024

    Hi @BPLightlog, I’ve tried this but unfortunately my address doesn’t come up, I guess because it’s a new build property.

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    February 17, 2024

    Depending on which part of the country you’re in, your DNO should be able to confirm who your supplier is. 
    https://www.energynetworks.org/customers/find-my-network-operator

    If you can, check your meter details with OVO to see if they have the correct information. 

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVOBest Answer
      Retired Moderator
      February 19, 2024

      Updated on 15/09/26 by Abby_OVO

       

      Hey @tamarapress100,

       

      I’m sorry for the issues you’ve been having. if OVO are advising that the supply is de-energised, but you have a meter and have power, please contact our Support Team to get this rectified. It’ll be handy to have any meter details you have to hand when contacting them to help make it easier and smoother to verify the meter, and if needed, have any details updated.

       

       

      What if the Energisation status on the National Database needs updating?

       

      We need to raise this to our internal metering team with the following information if you have it:

       

      • Date on which the supply was de-energised or re-energised
      • Meter Serial Numbers of any meters removed, installed, or generally involved in the de-energisation or energisation.
      • Meter photo (if there is now a meter in your home)
      • Readings on any meters that have been removed, installed, or generally involved in the de-energisation or energisation.

       

      I hope this helps. 

      Renewable Energy? Big Fan.
      Newcomer
      Its_just_Ro
      Newcomer
      March 23, 2024

      Hey @tamarapress100, just wondered if you managed to resolve this.. as I’ve been having the exact same problem for over 2 months now and can’t seem to get anything sorted with ovo. 

      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