Skip to main content
B
Rank 1
Bjbruce89
Rank 1
December 14, 2023
Solved

Meter reading goes beyond 9999

  • December 14, 2023
  • 6 replies
  • 2097 views

I do the readings for my mum who is 89. her meter went past 9999. According to OVO all you have to do is submit the reading - but this just doesn’t work. It wont accept a reading lower than the previous one. So I tried to get them to change it by phone - a long hard struggle where they want me to post photos to prove it ! 

Eventually the guy said he would record it but then added the new reading to the electric instead of gas. It doesnt seem like the staff are aware of the problems either. Mum doesnt want a new meter or a smart meter - sometimes when you get to 89 you just want an easy life and up to date bills

Can anyone confirm if this facility actually works without a phone call ? I have asked for a bug to be raised to address this - OVO should test their systems !

Best answer by Blastoise186

Updated on 29/08/25 by Ben_OVO

 

I’m afraid with a gas meter that old, it really should be replaced. OVO’s system can deal with four digit gas meters - and is also capable of dealing with “going round the clock”. However, many of the meters that do so are well past their sell-by date and may become more and more inaccurate as time passes.

 

Those photos are needed to help prove the claim - purely to prevent fraud. Submitting them as requested will speed up the fix.

 

However, the cold hard truth is that the only long-term solution is replacing the meter.

 

 

When a meter goes beyond 9999, it will start again from 0000. Don’t worry, your online account or OVO app (download for Android or iOS) will still accept this lower reading and will be able to calculate your usage, factoring in meter clocking back to 0000. If you have any issues with this, our Support Team will be able to submit the reading for you.

 

There’s a great guide to submitting your readings online below.

 

 

If your traditional meter is old it may have reached the end of its certification, and will need replacing free of charge. By booking in a smart meter replacement, you’ll no longer need to worry about taking the readings manually and will get access to some other great smart benefits.

 

 

We’ve got a really similar topic here which may be helpful:

 

6 replies

Blastoise186
Super User
Blastoise186Super UserSolved
Super User
December 14, 2023

Updated on 29/08/25 by Ben_OVO

 

I’m afraid with a gas meter that old, it really should be replaced. OVO’s system can deal with four digit gas meters - and is also capable of dealing with “going round the clock”. However, many of the meters that do so are well past their sell-by date and may become more and more inaccurate as time passes.

 

Those photos are needed to help prove the claim - purely to prevent fraud. Submitting them as requested will speed up the fix.

 

However, the cold hard truth is that the only long-term solution is replacing the meter.

 

 

When a meter goes beyond 9999, it will start again from 0000. Don’t worry, your online account or OVO app (download for Android or iOS) will still accept this lower reading and will be able to calculate your usage, factoring in meter clocking back to 0000. If you have any issues with this, our Support Team will be able to submit the reading for you.

 

There’s a great guide to submitting your readings online below.

 

 

If your traditional meter is old it may have reached the end of its certification, and will need replacing free of charge. By booking in a smart meter replacement, you’ll no longer need to worry about taking the readings manually and will get access to some other great smart benefits.

 

 

We’ve got a really similar topic here which may be helpful:

 

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!
    B
    Rank 1
    Bjbruce89Author
    Rank 1
    December 14, 2023

    Funny that they didn’t mention anything about replacing  , they know full well the age of the meter - who pays for it ? 
    their web pages say its easy just enter the new value 

    it’s a property built in 1950’s 

    Firedog
    Super User
    FiredogSuper User
    Super User
    December 14, 2023

    Just a thought - can you submit a reading if you just add 10000 to whatever the meter says? 

    There may be a line in the meter description file that gives the number of digits it displays, but I don’t know whether this would cause a five-digit reading to be rejected. And if the meter is as old as it sounds, this may not be the first time it’s gone round the clock.  

    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. |
    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    December 14, 2023

    That trick won’t work I’m afraid - it’d just make the problem worse.

    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!
      B
      Rank 1
      Bjbruce89Author
      Rank 1
      December 27, 2023

      They eventually sorted it after loads of emails and two phone calls ( in which one adviser told me he’d sorted it - only to find he had changed the electric reading instead of gas !!)

      just for info for anyone else having this issue- at 9999 , only a member of the billing team can manually add the correct meter reading / I have asked for an update to online and app to mention this but they haven’t acknowledged they even have a problem 

      no new meter or photo was required.

      the billing team estimated usage past 9999 then I could enter the correct up to date reading 

        Emmanuelle_OVO
        Retired Moderator
        Emmanuelle_OVO
        Retired Moderator
        December 28, 2023

        Hey @Bjbruce89,

         

        I’m glad to hear this has been resolved.

         

        To find out more about booking meter upgrades check out this topic:

         

         

        Renewable Energy? Big Fan.
        Terms & ConditionsAccessibility statement

        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