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Rank 2
tim123
Rank 2
September 14, 2025
Solved

Missing meter reading history

  • September 14, 2025
  • 33 replies
  • 1028 views

Why has my online account lost my meter reading history for my non-smart gas meter?

I note that the font has changed on the entry page, so OVO must have made a change to this feature and now that they have made that change, my previous readings have all disappeared.

Is this a bug, or a new feature?

Do other people see this issue?

 

    Best answer by Ben_OVO

    Morning ​@TonyS4, and welcome to the OVO Forum community.

     

    I’m sorry to hear what’s happening here. Without having access to your account, I can only speculate as to what the issue is. The issue will either be fixable by a frontline advisor, or will need to be escalated to our IT team. For traditional meters like yours, a more common cause of missing gas reading history is what we call an ‘ambiguous MSN’ (meter serial number). this is when the gas meter serial number isn’t logged on the account correctly. 

     

    I’d recommend downloading a statement from your online account, and checking the gas meter serial number on the bill against the serial number on your meter. The gas meter serial numbers should match, and it’ll be a mixture of numbers and letters. If the meter serial number listed on your statement is just a couple or three numbers, then this will be the ‘ambiguous MSN’ issue, and the meter serial number on your OVO account will need to be updated to match the serial number on the meter. You’d need to send a photo of the gas meter, clearly showing the reading and serial number, to our Support Team.

     

    The serial number can be found at the top of the statement page titled ‘Gas in detail’. I’ve added a screenshot below of this page on my bill, with the serial number highlighted in red.

     

     

    I can’t guarantee that this is the cause of the issue, but it’s probably the most common cause, and is also something that some newer advisors may not know about. If you do see that the serial number on the meter doesn’t match up to the number on the bill, get in touch with our Support Team, and you can reference this Forum thread when you speak to them.

     

    Let us know how you get on!

     

     

    33 replies

    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    September 15, 2025

    Hey ​@tim123,

     

    Welcome to the Forum! 

     

    Have you tried updating your app to the latest version? You might be using an older version, which could be causing some bugs. If you can share a few screenshots of what you're seeing, it would help us better understand the issue and provide support. Please make sure to obscure any personal information in the screenshots. Thank you!

    Renewable energy jokes never get old.
    T
    Rank 2
    tim123Author
    Rank 2
    September 17, 2025

    I don't use the app

     

    I access my online account via the web access from my desktop.

     

    Since noticing that this summary page has changed, I have manually added 2 readings,

     

    Yet the summary still says. “There are no previous meter readings available for this fuel.”

    Fortunately the current billing page does reflect these readings.

     

    T
    Rank 2
    tim123Author
    Rank 2
    September 17, 2025

     

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    September 18, 2025

    Morning ​@tim123 and thanks for your post.

     

    This is really strange. Please could you let me know what browser you’re using? 

     

    Please could you try the following:

     

    • Log out of your online account
    • Clear your history, cache and cookies
    • Visit https://my.ovoenergy.com/login on a Google Chrome browser (you can download Chrome here). Our online services are designed to work with Chrome.
    • On the log in screen click ‘set up account’
    • You’ll then be sent a link containing a link from which to set a new password
    • Once you’ve set a new password you’ll have access to the online account again

     

    Try these steps and let me know if you can see the meter read history. 

     

    Cheers!

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    Nukecad
    Super User
    NukecadSuper User
    Super User
    September 18, 2025

    ​@tim123 what does it show you if you untick ‘Hide estimates’?

    Is it perhaps listing your manual readings as being estimates?

    I said, Hey - Watts going on.
    T
    Rank 2
    tim123Author
    Rank 2
    September 18, 2025

    No, I have tried all that and it still isn't working

     

    I am using MS Edge, I have tried it on Firefox and I have tried on my mobile with Chrome

     

    and all of them report:

     “There are no previous meter readings available for this fuel.”

     

    I'm off on holiday this afternoon so I'll have to leave it there and see if the techies at OVO can fix it whilst I am away.

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    September 19, 2025

    Morning ​@tim123,

     

    I hope you have a nice holiday! 😁.

     

    Please let us know how its looking when you get back. If it hasn’t been fixed we’ll see what we can do for you.

     

    Cheers!

    Powered by the Sun
    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    September 26, 2025

    Hey ​@tim123 

     

    How did you get on here? Has the website updated or are you still experiencing issues with the reading history?

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    Newcomer
    Customer 11
    Newcomer
    September 28, 2025

    Hi 

    I just wanted to say that my account is doing the exact same thing for my gas readings all exactly the same as the customer has said 

    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    September 29, 2025

    Hey ​@Customer 11, 

     

    Have you had a chance to chat with our Support Team about the issue? We want to help, but we can only do so much with account-related questions here in the Forum. If you reach out to them using the contact options below, they’ll be happy to look into why your readings aren’t showing up. 

     

     

    Renewable energy jokes never get old.
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