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

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  

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.

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, @scopexx7, other than an apology for the experience you’ve been having with OVO Support. 

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. 

In the meantime you can disregard the account balance showing on your OVO account. 

Trying to change suppliers but new supplier says I have a Pay As You Go meter which I haven’t had for over a year. OVO tells me the database is correct. Where do I go from here please? 

You’ll need to ask OVO to check again - only the active supplier can make changes.

https://ovoenergy.com/feedback .

Hey @DMM, 

If you inform our Support Team that your new supplier believes the meter information is incorrect and needs to be updated, they can raise a case to have this amended for you. If you let them know if it’s gas/electric or both, they may need to raise a case if it’s dual fuels. 

Here’s a couple of articles I found that may help:

How does OVO Energy update my gas meter serial number on the national database

How can I get my MPAN/meter details corrected with my previous supplier? Switch is stuck and haven't been final billed!

Let us know how things go with getting this updated. 

I have been trying to get my meters address changed for over a month now and OVO have lied to me repeatedly in an effort to keep me hostage to their supply.

I have exhausted all avenues and am now having to turn to this forum for help/advice. 

I have had multiple emails and phone calls saying that it has been resolved and the correct address has been applied to my meter however when I check with national grid and other suppliers they say it is not correct.

I'm at my wits end as this has been going on for well over two months.

The general lack of any sort of customer service is clear and having to deal with random, different people every time I try to get this resolved pushes me to insanity.

I've so far had three phone calls from three different people, telling me it's been resolved and the latest phone call told me I would even be compensated £40 for the frustration (which Is yet to materialise) and well over a dozen emails from several different people. 

I'm begging for someone with any respect and responsibility to get this sorted. 

Could you clarify a bit more just what the problem you are having is?

Is it that your MPAN number is registered to  an incorrect address?
Is it that your meter serial number is registered to an incorrect address?

Is it the other way round and the address is right but showing the wrong number or numbers?

Last year I had a problem where the wrong gas meter serial number was showing for my address on the national database. (long story but basically it happened after an aborted meter exchange).

OVO quickly corrected it at OVO, for my billing, once I had noticed it was wrong and complained.
However the national database still said that I had that incorrect meter number for another 8 months.

OVO cannot change that national database, it is beyond their control, they can only request that it is changed.
It is up to the “Central Data Services Provider” (Elexon for electricity, Xoserve for gas) to update and maintain the national database.

It is that “Central Data Services Provider” that is being slow to correct your incorrect database entry, not OVO.
You can shout at OVO as much as you like, but OVO can’t force the Data Provider to work faster.

PS. You cannot contact those Data Provider organisations yourself to request a database change, only suppliers can do that.

Hi ​@Evolang97,

I’m really sorry to hear this.

It seems one of forum volunteers has stopped by to offer some advice here already. Hope this has been helpful.

Once we’ve requested to change your details on the national database - it can usually take around 2-4 weeks for this to be completed. This is not something we’re able to control I’m afraid as we cannot make this change ourselves.

It may be worth opening a complaint in this case. Here’s a link to our complaint procedure - https://www.ovoenergy.com/feedback 

Hope this is sorted for you asap.