Hello,
I have just moved to a house where OVO provides the energy to and I have a problem.
I need to ask OVO to update the records in national gas meter database.
My gas meter serial number (MSN) is not added to the database.
Only the current gas provider can update it.
How can I have it sorted out and how long would it take?
Thank you,
Slav
Best answer by Transparent
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HeyÂ
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Sorry to hear this,
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I’ll ask Forum_Support to reach out. Please keep an eye on your private messages.Â
I would like to ask if anyone has any ideas on how to get some action from Ovo, when i was moved from SSE ( who i never had a problem with ) i was £313 in credit on my gas account, since then i have also paid another £118 in monthly direct debits but according to Ovo i am over £60 in debt
apparently they have the wrong meter number so i am paying for someone else’s gas, i understand mistakes can happen but i an fed up with being ignored, i was told on the 11/09/23 that a specialist would be touch and be my point of contact within five days but despite emailing and texting to ask why  the promised contact has never arrived
they are claiming SSE gave them the wrong meter number which SSE absolutely refute and say i am one of many with this problem, Ovo have taken over £400 of my money and do not care, i have called, emailed, text many times but just get ignored, the last response just said it with the complaint dept and then at great length wanted me to rate them as five star and leave a five star review on trust pilot, i am a pensioner and both myself and my wife are registered with the county council as disabled but despite this Ovo are just ignoring me and taking my money for someone else’s account, any help or suggestions would be bery much appreciated, thank you Â
All I will say is good luck and keep pestering them.  I am still fighting a dispute on migration too.  It’s like talking to a brick wall at times. Sadly I am finding Ovo’s customer service to be very poor.
+1
It is actually worth noting that repeatedly getting in touch may slow down response times as someone has to read literally all of it before they can reply at all, and this pushes you down the queue.
Please only get in touch once and then wait for a response.
One other thing to add,
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It sounds like your complaint has been escalated to the Complaints team. The ‘5 days’ for a response time frame is being missed currently but your complaint should be assigned someone who will reach out to you. If you’ve been waiting more than 45 days since this was first raised to them, let us know here and we can get our Forum_Support team to chase up your complaint handler.Â
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In the meantime you can disregard the account balance showing on your OVO account.Â
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