Submitted meter reading wrong, I put some of the numbers the wrong way round - how to get it fixed?

Honestly I was going cross eyed looking at it, i kept checking as i couldn't believe that could happen... 

Hi @PollyG so as i understand it, R1 is the day time reading and R2 is the night time reading.

So this does look like the smart readings you see on the website from 25th Oct onwards.

But different from the smart readings you see before that. 

@Emmanuelle_OVO @Tim_OVO what do you suggest?

1. Simply leave it now as the bills look correct?

2. Ask OVO to remove the "Other" reading on the 24 Oct? 

3. Ask OVO to investigate the flipping of smart meter reading?

Am almost tempted to say leave it if the bill is working and a change may cause other issues.... What do you think? 

Thank you for your help, I really appreciate it 

Hi Polly, looking at your 22 October and 25th October meter readings, the day meter reading has become night meter reading and vice versa. This happened to me around 19th Sept to 23 September and I was charged £388 for a single days use of electricity in my bill. I rang and reported it, followed by a second call to them about a week later. And then emailed them at help@ovo???ure of exact email. They replied with the following :

Hi Shashikant,

thanks for your email.

My name is James and I'm part of your account management team here at OVO.

Apologies for this ongoing issue with your electricity meter readings, the issue was caused by system error rather than human error in entering readings.

The issue has been raised with the metering operattion team to resolve, they have the information and need to fix this to then be able to re-bill your account correctly.

I can't give a timeframe for the operations team to resolve the issue sorry, once completed you will be re-billed to the correct costs with updated billing in My OVO.

I hope this helps to clarify things, but if you do need any more help from us, please let us know as we do have other options and additional services. If you or someone in your household needs extra support – for medical reasons or otherwise – there’s a lot we can do to help. Find out more about who we can help and how by clicking here. Or sign up now by filling out this form. 

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Thanks for your time,

James

Hope this helps Polly. I can't understand how a system error like this can happen. They only replied when I emailed them. 

There is the SMETS update process currently in place (not by OVO) but it begs a question on data integrity https://www.smartdcc.co.uk/our-smart-network/current-programmes/smets1-enrolment-and-adoption/

Thanks for flagging this, @Beprecise. 

I’ve raised this internally and highlighted that this has happened more than once. 

Can you please make our Support team aware so we can get a fix put in place?  

I’ve chatted online with the account team and they have handed this over to the Investigative Team and my account has been put on hold, so at least I don’t need to worry about being billed £2000+ in one month.

I have never receieved an email saying my SMETS1 has been rolled over to the DCC but when I use https://smartmetercheck.citizensadvice.org.uk/meters, it says it’s working in Smart mode, (which I know), and then says I could change suppliers and it should still work as a smart meter, which implies that it has been changed over to the DCC.

It’s good to know that officially this is defined as a “known problem”. Just a shame that it hasn’t been fully resolved so that all this hassle could be avoided.

It's two months since I flagged up my September bill where day and night meter readings swapped over. I was charged £388 for a single day use of electricity because of it. It still has not been sorted out. I have escalated it to a complaint now. If they were to put the £388 back into my account while they sort out the problem!!!! I'll give them one month from now to sort it out and if it is not sorted by then, I'll take the matter to the energy ombudsman. 

@Emmanuelle_OVO the other problem I have on my bill is that for the last few weeks I've been charged £20 Plus which is for heating. My problem with this is that I have no heating on!! The main heating we have it is storage heaters which I have not switched on. Instead we are using a portable Calor Gas heater and that does not use any electric!! Spoke to someone in length this morning but he had no idea why this is happening! It isn't for hot water because that shows up separately to heating. My meter readings have been the wrong way round since April so I don't feel like I'm getting very far. 🙁

I have suddenly had over £300 deducted from my account? Apparently OVO have messed up my meter readings in November? All was ok up to the 20th to the 22nd November when you reversed my day and night meter readings which resulted in my daily electricity reading jumping from around £3.00 for the day to over £300 for that day! How do I get my account re credited!

The account had the same problem yesterday and it took nearly 30 mins for the billing department to rectify the problem and refund the money back into my account, but on checking my account this afternoon it had done it again? Unfortunately the lady at customer service’s wasn’t helpful at all and just kept saying I’ll have to wait 3 days for it to be looked into! Not happy at all!

Unfortunately, @Emmanuelle_OVO I share @Drewm9991 experience and consequently, I am deeply frustrated, upset, and worried.

My 2017 installation smart meter's peak and offpeak readings were similarly incorrectly transposed on 21st November 2022 after two sets of electricity readings were taken during what I assume was an upgrade to my meters software (a “Final read of old meter set up” was cited in my online November 2022 statement). I have taken screenshots  of everything as evidence in the event that the information changes.

This transposition has resulted in a daily consumption charge of £648.02 that was recently deducted from my account without notification of a recently revised November statement that contradicts an earlier November statement and Ovo's monthly billing notification email.

Like @Drewm9991, I also contacted Ovo customer services by phone twice (I have a case number). Initially, the money was refunded and a new November statement issued but the following day the money had been taken again. As a result of my second customer service call, my case was passed to “Tech Ops” on 30th December 2022 and I now have “No time frame” for a resolution and have to await their email response.

In the meantime, in response to the overcharge, Ovo are advising me to increase my direct debit to account for the £648 they deducted from my account but actually owe me.  Fortunately, my account was in credit so I am not in debt to Ovo. However, if I was in debt, I wonder whether Ovo would passively accept my informing them that I'd settle but was unable to provide a time frame for settlement?  Perhaps I might expect letters from Ovo or a debt collection agency and a forced prepayment meter installation?

I have raised a complaint with customer services and have its reference number. I  hope that the issue is resolved soon rather that dragging on for eight weeks, at which point, I intend to contact the ombudsman to complain and to seek a resolution.

Given that Ovo didn't notify me of the revision to my November 2022 bill, I wonder whether other Ovo customers have encountered similar problems or might be unaware of the error?