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Hugh54
Rank 1
February 20, 2024
Solved

No charges since meter tripped over to zero

  • February 20, 2024
  • 10 replies
  • 1745 views

Hi. I haven’t been charged for electricity used since my meter tripped over from 99999 to 0 on the 3rd of December. The meter readings are still being taken and on the app show an extra 1 on the front, although this can’t be displayed on the meter. For example, today my meter shows 06521 and the App shows 106521. OVO tell me their system can’t charge me until the 5/6 digit issue is sorted out. Has anyone else had this problem?

Best answer by BPLightlog

Updated on 15/09/26 by Abby_OVO

Wow - that is some consumption. 


I think the problem is probably no more digits available on their registers. They often log to 3 decimal places (unseen on the display but actually recorded) so I think they might need one of 2 options. 
If the meter (and their system) can be reconfigured to use 2 decimals, that would give some breathing space. Alternatively if they can go back to the roll over, a bill could be constructed and then start billing again from all zeros. 


Never seen this situation before

 

It sounds like the back office teams have opened a case for this scenario, and until the issue has been resolved they won’t allow the account to be billed, so the fact there have been no consumption charges applied in the meantime is correct as not to overcharge for incorrect consumption.

 

Once this has been fixed, the team will then bill the account to accurate readings. You can always check with the Support Team for any progress on such a case. If you spot you’ve been billed with no consumption charges, please reach out to the team to check if a similar issue has happened or why you might also have a billing hold on the account - a meter reading error like this is the most likely cause.

10 replies

BPLightlog
Super User
BPLightlogSuper User
Super User
February 20, 2024

Hi @Hugh54 , what sort of meter do you have?

If you could post a photo someone might be able to help

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
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Hugh54Author
Rank 1
February 20, 2024

This is the photo I sent to OVO a couple of weeks ago. The meter can handle 2 rates but in my case Rate 2 is disabled. If you try to toggle between Rate 1 and 2 it only ever shows Rate 1. I suspect the installer just used whatever meter was to hand and configured it to single rate.

    Rank 1
    Hugh54Author
    Rank 1
    February 20, 2024

    Further to my last. According to the Installation Guide, this meter defaults to single rate and has to be configured into two rate mode as part of the commissioning process.

    Firedog
    Super User
    FiredogSuper User
    Super User
    February 20, 2024

    That looks to be pretty heavy usage. 1500kWh in ‘a couple of weeks’ would suggest consumption of the order of 100kWh a day, or an average draw of more than 4kW 24 hours a day … Similarly, 100,000kWh over less than 5 years is pretty hefty. 

    What do you see on your meter readings page on the web? Do they just stop on 3 December last, or are there truncated readings (e.g. 05011 instead of 105011)? 

    Billing will have been put on hold if an apparent out-of-band reading came along: 5011 is lower than 99,999. Have support not been able to rectify this?

    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. |
      Rank 1
      Hugh54Author
      Rank 1
      February 20, 2024

      Our consumption is high. 3500 square feet on 3 levels all-electric (air source heat pump - never buy one!). No change to consumption since the old meter was replaced with the SMART meter. Monthly consumption varies from around 1200kWh in summer to 2800kWh in the depths of winter. And we are EPC Cat A! 

      The meter only displays 5 digits so when it tripped-over the meter would have gone to zero - which it did. It then increments normally. OVO’s internal systems have added a leading ‘1’ to the tripped-over readings, which I quite understand - it’s sensible in fact. The meter reading history on website and App is therefore accurate and there should be no out-of range issues. I suspect OVO don’t fully understand how their automated systems work.

      BPLightlog
      Super User
      BPLightlogSuper UserBest Answer
      Super User
      February 20, 2024

      Updated on 15/09/26 by Abby_OVO

      Wow - that is some consumption. 


      I think the problem is probably no more digits available on their registers. They often log to 3 decimal places (unseen on the display but actually recorded) so I think they might need one of 2 options. 
      If the meter (and their system) can be reconfigured to use 2 decimals, that would give some breathing space. Alternatively if they can go back to the roll over, a bill could be constructed and then start billing again from all zeros. 


      Never seen this situation before

       

      It sounds like the back office teams have opened a case for this scenario, and until the issue has been resolved they won’t allow the account to be billed, so the fact there have been no consumption charges applied in the meantime is correct as not to overcharge for incorrect consumption.

       

      Once this has been fixed, the team will then bill the account to accurate readings. You can always check with the Support Team for any progress on such a case. If you spot you’ve been billed with no consumption charges, please reach out to the team to check if a similar issue has happened or why you might also have a billing hold on the account - a meter reading error like this is the most likely cause.

      Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
        Nukecad
        Super User
        NukecadSuper User
        Super User
        February 20, 2024


        Never seen this situation before

        Would a (technically uneeded) meter replacement sort things out by resetting things on the account?

        I said, Hey - Watts going on.
        BPLightlog
        Super User
        BPLightlogSuper User
        Super User
        February 20, 2024


        Never seen this situation before

        Would a (technically uneeded) meter replacement sort things out by resetting things on the account?

        For a while (once billing is sorted) but at that usage rate, it will recur 

        Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
          juliamc
          Rank 20
          juliamc
          Rank 20
          February 21, 2024

          Can I butt in and ask about the heat pump please? What do you have and how are you running it? 

          juliamc
          Rank 20
          juliamc
          Rank 20
          February 21, 2024

          Bit annoying that my previous post hasn’t appeared here. However, what heat pump do you have, size, make, rads or underfloor etc? How are you running it? It shouldn’t be eating electricity if it’s set up properly.

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