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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

    Show previous replies
    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    October 20, 2025

    ​@rusty.irussb and ​@Customer 11 I’m glad to hear your history is looking ok now 👌.

     

    ​@DJR we’ve seen a few people with the same issue, and I’m waiting to hear back internally about this. I’ll be back in touch if I receive any further news.

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    Newcomer
    Hammershus
    Newcomer
    November 9, 2025

    I have exactly this issue on both app and browser. It states for gas only that the last reading was in 2023 which is 100% incorrect 

    Does OVO have an eta on the resolution please?

    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    November 10, 2025

    Hey ​@Hammershus,

     

    If you’re facing any issues, please reach out to our Support Team, and they’ll be happy to raise a ticket for our Tech Team to take a closer look. You can get in touch with them using any of the contact options in the article below. Thanks for your patience!

     

     

    Renewable energy jokes never get old.
    K
    Newcomer
    kimf
    Newcomer
    November 28, 2025

    Does anyone know why we can’t see our previous meter reading submissions?  Or when they might be available again?  Thanks

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    November 28, 2025

    Hi ​@kimf ,

    99% chance that OVO Support can fix this - please contact them as this is likely account specific.

     

    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!
    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    December 1, 2025

    Morning ​@kimf and welcome to the OVO Forum!

     

    I hope you had a good weekend. Have you been in contact with our Support Team about this yet following ​@Blastoise186’s advice?

     

    We’ve seen a few customers saying the same recently:

     

     

    If you get in touch with our Support Team, they’ll be able to refer this to our Tech team to fix.

     

    I hope this helps.

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    Newcomer
    TonyS4
    Newcomer
    January 12, 2026

    The missing Gas Meter Reading History problem still seems to be ongoing.

    When a logging in via Chrome or Edge I get a message “There are no previous meter readings available for this fuel." 

    In the mobile app I get the message “We couldn’t load your last reading - We’re working to fix it - please try again later”.

    I have a dumb meter and after an initial web chat and then phone call both agents advised me that a Smart Meter will resolve the problem, which it won’t.

    I asked the agent I spoke with by phone to pass the issue onto Technical Support.

    Ben_OVO
    Community Manager
    Ben_OVOSolved
    Community Manager
    January 13, 2026

    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!

     

     

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    T
    Newcomer
    TonyS4
    Newcomer
    January 13, 2026

    Thanks for you reply.

    I should have mentioned in my original post that the agent I spoke with via webchat could see all the gas meter reading history on his system, it’s just not displaying for me via Chrome, Edge or mobile app,

    I did however check the meter serial number against the bill. The serial number on the meter is of the form nnnnnnn S  on the bill it is just nnn. but the numbers on the bill match the last 3 numbers on the physical meter.

    This has always been the situation going back to my original bills of 5 years ago and the meter readings have always been showing in my online account until recently.

    It therefore looks to be an issue with the front end software.

     

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    January 13, 2026

    Thanks for you reply.

    I should have mentioned in my original post that the agent I spoke with via webchat could see all the gas meter reading history on his system, it’s just not displaying for me via Chrome, Edge or mobile app,

    I did however check the meter serial number against the bill. The serial number on the meter is of the form nnnnnnn S  on the bill it is just nnn. but the numbers on the bill match the last 3 numbers on the physical meter.

    This has always been the situation going back to my original bills of 5 years ago and the meter readings have always been showing in my online account until recently.

    It therefore looks to be an issue with the front end software.

     

    As a quick check go and look at some of your old bills to see if they are picking up meter readings. 

    These are dynamically created.

    The website and app front end software releases are not done at exactly the same time so sometimes but rarely issues occur on one but not the other. 

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