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1220charlee
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January 17, 2024
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Incorrect billing - is my old imperial gas meter being read incorrectly?

  • January 17, 2024
  • 21 replies
  • 1556 views

I recently submitted a gas meter reading, only to get hit with a £650 bill. At first, it appeared to be because OVO had estimated the wrong gas meter reading when I moved into this house 6 weeks ago, but now I gave them the correct meter readings from move in day, and yet my balance is still way high. I did all my own calculations using the standard conversion methods, and my gas bill should be £206 but they’ve actually billed me £552 since 27 Nov. Crazy.

Thing is, I have a very old (90s) imperial meter that measures in cubic feet (not even x100 cubic feet!). It’s a relic haha! When I check my bill, the reading I gave them shows on there as 914.000. The reading I actually gave them was 0914. Can somebody who knows more about how they deal with old imperial meters confirm that this is a correct read as it should appear on the bill? Or have they somehow messed up my billing by thinking I’ve got a newer meter? I was due to have one installed but they couldn’t do it on the day.

I can’t think of any other reason why OVO would think that I - very frugal with energy, living in a fully double glazed, small four bed terraced house - would be using 6,920kWh of gas in 7 weeks. 😆😱😭 Help!

 

ETA:  My meter reading on move in day was 0839, and is now 0914. That’s 75 units used. If anyone fancies checking my maths, that works out to about 241kWh - NOT 6,920kWh.

Best answer by BPLightlog

Updated on 04/09/25 by Ben_OVO

The calculations below can be found on every gas statement we send you. Your statements can be downloaded via your online account or app by following this guide:

 

 

If you’ve got an old imperial gas meter then we’d recommend getting it swapped out for a smart meter which will send your reads to us automatically. The appointment will be free of charge, and it’s likely that your gas meter may be nearing the end of its certification (see below).

 

 

That meter has been around the block .. it does need updating. 
As it’s reading in cu ft then don’t forget there’s an additional multiplier (x 2.83) when doing the calculation. 
From your picture, 0914 (or 914) is a correct reading as you ignore the red digits. 
I can’t quite tell which starting reading is being used but here’s the calculation 

 

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BPLightlog
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BPLightlogSuper User
Super User
January 17, 2024

Sounds like you need some way of registering your starting reading. No photo I guess?

 

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
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1220charleeAuthor
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January 17, 2024

Sounds like you need some way of registering your starting reading. No photo I guess?

 

Nono, I do have a photo, taken on the day I moved in. I gave them the correct move in day readings this morning and they said it had been submitted. But nothing in my account has changed. 🫤

Firedog
Super User
FiredogSuper User
Super User
January 17, 2024

Sorry to be late to the party, but @BPLightlog seems to have got this covered as usual. 

A couple of observations:

  • Gas meters are nowadays certified for, I think, a maximum of 20 years, but the one you have may have a longer life (no pesky electronics to deteriorate). OVO should know when its certification expires and warn you before that. 
  • If you look carefully, there’s no decimal point between the white and red figures on your meter. Metric meters have an obvious decimal point at the appropriate position. The white figures give the volume recorded in 100s of cubic feet, and 100 ft³ = 2.83 m³
  • If there is a difference between what the previous tenant submitted as the closing reading and the opening reading you took, that’s the landlord’s responsibility. You both probably recorded this on takeover, so that’s all the evidence OVO need to bill you properly.
  • It may take a while for billing to catch up with your recently-submitted opening reading, but you may be able to see the reading history in your online account. You could also check the billing history to see where the bill calculations came from.  

It’s good that you found the error in your own sums - it’s easily done. 

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
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1220charleeAuthor
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January 17, 2024

Awesome, thank you everyone. So it seems likely that if I just wait, my balance should adjust itself with the correct move-in readings in place. Presumably if it doesn’t by sometime tomorrow, I should jump on the customer service chat again and get someone to have another poke at it…? It seems like (my shoddy maths notwithstanding) everything I’m thinking about what the bill should be is on par with what you’ve come up with. OVO have received the same readings from my agent (on move in) as I gave them today, so why they didn’t use them is a mystery for the ages, but they also allocated my account to entirely the wrong customer at first, so perhaps it was that SNAFU that kicked all this off.

Thanks so much for all the input and patience. 😊

Jeffus
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Jeffus
Rank 20
January 17, 2024

Keep an eye out on this page to see if the first reading is corrected @1220charlee 

https://account.ovoenergy.com/meter-readings/history/gas

That will then feed through to the bills and balance 

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    January 18, 2024

    @1220charlee have ovo said why you can't have a smart gas meter?

    1
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    1220charleeAuthor
    Rank 2
    January 18, 2024

    @1220charlee have ovo said why you can't have a smart gas meter?

    Yeah: it’s in a location that gets absolutely zero signal, and can’t be moved.

    Someone’s on the case with my bill, so fingers crossed everything’s gonna get sorted in the next couple days. 😊

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    January 18, 2024

    Wait… Even Dual-Band Comms Hubs and AltHAN can’t reach the gas meter? That’s… Rare...

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    January 18, 2024

    @1220charlee have ovo said why you can't have a smart gas meter?

    Yeah: it’s in a location that gets absolutely zero signal, and can’t be moved.

    Someone’s on the case with my bill, so fingers crossed everything’s gonna get sorted in the next couple days. 😊

    How about the electricity meter, is that a smart meter?

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    January 18, 2024

    Wait… Even Dual-Band Comms Hubs and AltHAN can’t reach the gas meter? That’s… Rare...

    @1220charlee you could try online chat with ovo and ask if they are going to try these options.

    You can include a link to this post in any chat

    https://forum.ovoenergy.com/my-account-140/incorrect-billing-is-my-old-meter-being-read-incorrectly-17021?postid=110458#post110458

    It often helps customer support when they can see you have had support from this forum with possible suggestions 

     

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      OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

      OVO (S) Gas Limited is part of OVO Group Ltd