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I've just had new smart meters installed - Why can't I see this and my usage data reflected on my account?

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Blastoise186
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It’s still too early for the commissioning to be completed. But I’d recommend cranking up the readings to Daily or Half-Hourly via the Support Team next week.

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juliamc
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Why aren’t smart meters set to report half-hourly by default ?

Blastoise186
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Privacy reasons - not everyone wants the extra data (long story!) so Daily or Monthly tend to be the defaults instead depending on which supplier you go with.

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juliamc
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I love data !

M
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When I get my new smart meter will my readings start from zero or carry on from my last readings on old meter 

Blastoise186
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Hi @Michael Millard ,

Your new smart meter will start from zero, but the billing platform will automatically calculate your meter readings using data from both the removed meter and the newly installed smart meter. After you’re through the first month or so with the new smart meter, the removed meter will drop off of your account completely but all historical meter readings will be retained as part of your archived statements.

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A
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Our electricity meter was changed, but the serial number on our bill is still reading the old one. We have an ongoing case. How long does this take to sort out several phone calls and still waiting everything has been photographed and emailed.  We are now receiving bills that are way more than we have used.?? 

Blastoise186
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Howdy @Anthony fenn ,

How long has it been since the meter was changed? If it was within the last week, the systems are still updating.

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The meter was changed on the 24 July. We have been told an ongoing case can take 45 days but that does not help, we have had to increase our payments to cover a mistake. ( not ours )

Blastoise186
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It should have been done by now then. Try https://ovoenergy.com/feedback .

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Emmanuelle_OVO
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Hey @Anthony fenn,

 

Sorry to hear this!

 

You should be able to request a direct debit review suspension for 3 months in this instance. I’d advise either contacting Support or the Collections Team directly.

 

This means that the issue with your meter serial number should be resolved by the time your direct debit is reviewed again.

 

Hope this helps. 

Renewable Energy? Big Fan.
A
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Thanks, 

A
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I have spoken to several people previously about this, phone and email, and they have said if you have a case number you will have to wait 45 days for it to be resolved, I have filled in a complaint form regarding this, is it worth going straight to the ombudsman,.?

 

Blastoise186
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You can’t go to the Energy Ombudsman until after you’ve given OVO a chance to resolve the matter. You’ll have to wait eight weeks from the complaint going in, unless you get a deadlock letter before then.

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M
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If you are sure you’re being over billed by OVO you can invoke the direct debit guarantee via your bank for the DD to be instantly (YES!) reversed.  But only if you are sure.

Eon and EDF customer. Don't think smart meters are worth the expense.
Blastoise186
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If you’re not absolutely 1,000,000% sure though, DO NOT invoke that rule, because it will come back to bite you later.

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W
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I had a smart meter fitted this week but it will take up to 8 weeks (!!) to be activated. I will have to take manual meter readings which will now start from zero again and be less than the last readings. The online system will not accept these. So what do I do?

Blastoise186
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Hi @weRegAry ,

You’ll need to wait up to five working days after the Meter Exchange before you can submit readings again. The engineers report needs to be reviewed and your account updated with the new meter details first. The final reading from the old meter will also be processed automatically for you.

Once that’s done, you’ll be able to submit readings again.

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O
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I have a new smart meter and IHD installed on 31 October 2022.

Everything seems to be working OK and I have already posted a couple of posts re how to use this meter and IHD and all my queries have been resolved.

Mt new query relates to the meter readings. I have been informed that it can take around 6 weeks to get my OVO account fully updated. I have just received a request for meter readings but cannot see hoe these can be updated as my account shows only the old meter readings whereas I can only access the new meter readings.

What do I do? Do I just ignore the request or what?

Blastoise186
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I’d give it a few more days to be honest. It’s not recommended to submit a meter reading until at least five working days have passed since the meter swap.

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O
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Thanks for the advice.

Do I need to submit readings if I have a smart meter?

Blastoise186
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You might do initially, but once it’s working and all set up, meter readings will be automated. You won’t need to submit any yourself after that.

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O
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Thanks

K
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My OVO smets1 gas meter failed on 1st October. SMS replaced gas and electricity  meters with zigbee smets2 meters on 3rd October. SMS engineer said he could not complete the connection  to the network and I would need to contact OVO.

I have tried to resolve this with OVO over many attempts including many hours on the online chat. But still no readings on my account. In fact the electricity is still showing the old meter number and it's final reading.

Every time I contact OVO I seem to get further from a solution.

Latest is I have to wait for an unspecified time for some kind of update that will correct the meter setup. But they couldn't tell me what process is.

I have found the whole experience deeply frustrating and really don't know how to resolve things.

I have no way of keeping my electricity account up to date as the app will not accept any readings at all. I did try to get OVO to address this issue but all that happened was they added another reading the same as the final one.

Any advice on what my best course of action?

K
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correction.…

Actually  the new meters are EDMI meters like these

 

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