How does OVO update my gas meter serial number on the National Database?

Welcome to the forum, @gillt, I've moved your post here, check out @Transparent's best answer.

The change of address on the national database can take up to 4 weeks, if you've already asked the team to action this it may still be in the process of completing.

You can send us a message on Facebook, Twitter, webchat via the Help Centre, or give them a call. You can reach our Customer Care team 9-5 Monday-Friday on 0330 303 5063.

Thanks!

I have just checked my online account and it is showing incorrect meter serial numbers on plan and meter readings pages and is showing last meter readings as 2018. We have a smart meter (installed in 2018) that was sending half hourly reads with no issues up until now! Why would this have changed?? Bill for October was correct and I checked usage yesterday, all was ok then!

Hey @NicW,

That’s very odd indeed!

Has it reverted back to normal now? Can you send a screenshot of your Online Account and a either your old bills or meter where it shows the correct serial number. 

Its not uncommon for meter details not to updated after an exchange, for example if we weren’t sent the job report with the new meter details from the engineer or if the meter details haven’t been updated on the national database.

But I've never heard of everything being correct on an account, then suddenly changing.

Let’s get to the bottom of this! 

Hi Guys I hope someone can help. I really do not know where to turn.

A little back storey is I moved into my flat early 2020 (just before the Covid restrictions) and I was with SSE at the time. There was no issue, they had the correct SN from my meter for me and everything was fine, I was switched over to Ovo when they took over and again no issues.

Fast forward to August 2022, new neighbours and lucky I was home, they attempted to get their meter replaced and the EDF gentlemen turned my electric off. I immediately went out and he turned it back on and stopped working (I didn’t see what meter he was replacing)

Now in December, I come home from work (just before Xmas) and the meter cupboard was open, I looked in to get my meter reading and my meter had been replaced to a EDF meter, also once in my flat I could see my electric had been turned off and turned back on, clocks on appliances had been reset.

I have contacted Ovo to make them aware, tried calling EDF and that got me nowhere so I have been communicating with them via email. 
 

I do not believe they are not taking ownership of this utter mess and said they hope to have it all resolved by 25/01/23.

I have provided them pictures before and after of the meter (lucky I had them from the issues in August) showing it was my meter that had been replaced.

I honestly believe due to this, my neighbours they since they moved in mid 2022 have been using my meter SN for there bills (we are not on talking terms and I have told them repeatedly to contact EDF to get my meter back and as of yet they have not)

There is 2 of us in my flat and we both work, I do not believe my neighbours do. They are cooking all hours (I can hear there fire alarm when they are cooking) most nights and also when I come home from work or leave for work, the smell in the hallway is that bad from there food.

I believe because they had given EDF my meter SN instead of theirs, they are committing an electric fraud.

Any advice of what can be done to get this mess resolved. I want my meter back

And I have an open matter with Ovo presently, trying to establish why my bill had been low and then doubled/tripled this year (I know cost of living etc) 

My bills went from £142 to nearly £300 a month, sometimes more.

Hey @Sara1986 ,

We’ve actually seen this a few times over the years. Can you give this advice a try?

Hey @Sara1986,

That sounds very stressful.

I’d advise contacting OVO Support on web messenger with the above information and a photo of your meter, clearly displaying the Meter Serial Number (MSN). Also check your previous OVO bills to make sure the correct MSN was showed on your previous statements.

It may be that your neighbors have switched your supply to EDF, this is called an Erroneous Transfer. If this is the case OVO can apply for your supply to be returned. We have more on this topic here:

We don’t have access to your account on the Forum, but this would be my assumption as EDF couldn’t change a meter unless they supplied it. 

Hope this helps. 

Hi, back in October 2022 our gas supply was off so contacted Wales and West to check it. Turned out it was smart meter stopped working. They fitted replacement meter been trying to tell Ovo this since time, by phone, chat, email and letter. Anyone else had this problem and how did you get Ovo to update your account? I need to pay bill on actual meter readings and not estimates.