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

Hi @Newmeter1 and welcome to this customer forum. Not sure why you got the meter swapped from Wales & West but you need to get the registration set up asap. You probably need to send photos etc. 
You can give manual readings in the meantime. 
 

I’ve emailed photo of new meter, sent paper copy of photo of new meter with all the details via letter. Can’t submit new meter reading as it’s lower than last reading! 

There are some thoughts in this thread including a comment about a few weeks for updates to happen. 

Hey @Newmeter1 

Glad you’ve now submitted photos of the new meter. It sounds like the old meter details are still on the account as being the active meter and these will need to be updated before it’ll accept your new meter readings.

In my experience of meters being changed by third parties rather than ourselves, is that they don’t tend to be great at notifying us or the National Database (this is where the details need to be updated first) to get the new meter details updated. Without this being done first, the system won’t bill the new meter correctly, or allow for reading to be submitted as it can tell they don’t fall in line with the old ones.

As you’ve sent us the photos of the new meter, the team should have a case open and work on getting this updated as soon as possible. 

Thank you, hopefully the case will be sorted soon, it’s been 8 months since the meter was changed and we informed the customer team.

OVO failed to install a gas smart meter last week, with claims it was faulty.Despite that, the app says it is installed (and OVO tell me the job is recorded as complete). So the app shows a smart meter installed when it isn’t, it obviously is showing zero gas usage, and I have no way to make a gas reading . And OVO has nothing to say. What am I supposed to do now?

Hey @dr8v6,

Sorry to hear this,

We should get the job report back from the engineering company advising the install didn’t go ahead. If you’re concerned I’d advise reaching out to our Support Team, they can put a not on your account and remove any billing suspensions that may have been added, 

Hope this helps. 

Thank you for at least replying. I am finding it very, very hard to get any kind of response at all from OVO. According to one of your colleagues, the job (I.e., installing smart meters), is marked as complete, and no more can be done. Except to send in a photo of my gas meter, to prove!!!that I have not got a smart meter. So I did that, but I have heard no more. I am furious.  And so should you be. The fitter has evidently lied to us both, telling me I’d have it sorted within the week, and telling you the job has been completed. It has not.

And now I find that the app says I have a gas smart meter, and that I’m sending daily readings. But I haven’t, and I’m not. As you can see for yourself, because the “readings” are non-existent. 0. So next question. How am I supposed to submit a gas reading to you at the beginning of the month, as I always do? I can’t. Please make something happen here. I wish I’d never started this smart meter nonsense. It  has been an absolute farce from beginning to end. And I cannot believe that a company of your size and significance, in this day and age, is carrying on like some hole-in-the-wall operation, busily being obstructive and dense as a matter of policy. That’s what it looks like. Please get me a functioning gas smart meter.. My account number is *edited by moderator*.

Please try to avoid posting personal info here. This is a public forum and you just exposed your personal data to the world.

Please try to edit your post to remove it. You can do so with the three dots button below your post.

Hey @dr8v6,

Sorry to hear this,

I’ll ask Forum_Support to reach out. Please keep an eye on your private messages.