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Rank 5
3Phasesupplies
Rank 5
August 17, 2022
Solved

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

  • August 17, 2022
  • 69 replies
  • 3221 views

Verbal communication of meter reading values being transposed. Meter readings, when taken by data collection agents not being used to establish usage. Continual estimating of meter readings leading to IN CREDIT account.  

Best answer by Tim_OVO

Updated on 25/08/26 by Chris_OVO

 

I'm with you, @3Phasesupplies - I understand.

 

We'll need to raise a case with our billing team to ensure that any readings on file from you or our meter readers are corrected. You can also do this through online chat or social media, and I’ll provide the details below.

 

If you have a Twitter or Facebook account, please send a photo of each meter register along with your full name, address, and account number. Private messages on the forum do not allow for photo uploads, so feel free to link to this thread to save you from having to explain everything again.

 

If your online smart meter readings have been swapped over like this, you may be affected by this issue:

 

I’ve been advised that this is a known issue that’s caused by a first generation smart meter (SMETS1) being upgraded and enrolled to the DCC. That’s a lot of jargon but it means your smart meter behaves like a second generation smart meter and therefore can communicate with any supplier. 

 

When your meter gets enrolled, you should’ve had an email or letter to advise of enrollment and that the readings will swap over. I’m checking to see if the fix is automated as part of this. Either way if yours do swap and you get charged to this, our Support team are able to fix this issue once notified. 

69 replies

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Rank 2
PollyG
Rank 2
October 26, 2022

Hi, my smart meter is suddenly showing a huge spike in the amount used. It’s a 1-bed house. I’ve tried to call OVO & use the chatbot, but was 209 in a queue.  Will this autocorrect as it’s on a smart meter??

 

Jeffus
Rank 20
Jeffus
Rank 20
October 26, 2022

Hi @PollyG

Have a look on these pages on the website not the app

https://account.ovoenergy.com/meter-readings/history/electricity

https://account.ovoenergy.com/meter-readings/history/gas

You should see something like this. There should be a reading every day with the word smart next to it. Here is mine for example. 

 

nealmurphy
Newcomer
nealmurphy
Newcomer
October 26, 2022

It's a negative spike. Very strange.

 

    Rank 2
    PollyG
    Rank 2
    October 27, 2022

    Thanks Jeffus I’ll take a look. I didn’t know there was this more detailed breakdown 

      Rank 2
      PollyG
      Rank 2
      October 27, 2022

      Jeffus,

      you’re right! It says ‘other’ instead of ‘smart’. Do you know what this means and how I get it corrected? 
      tx

      polly

       

        Rank 2
        PollyG
        Rank 2
        October 27, 2022

        Looking at the numbers, the kWh doesn’t seem to jump much, but the price skyrockets. Im so confused 

          Jeffus
          Rank 20
          Jeffus
          Rank 20
          October 27, 2022

          @PollyG

           

          1. The Other reading on the 24th Oct, may be a manual reading. I assume you didn't provide one. Interesting is basically a reverse of your normal smart reading but not quite the same numbers. It may be an automated estimated reading gone wrong. 

          2. There is a smart reading after it on the same day so the Other reading shouldn't matter as it should be over ridden. The smart meter reading on the 24th looks OK at is the right way round. 

          4. The problem with the usage page annoyingly is that isn't what you are actually billed.... . It may be the usage page didn't pick up the later correct smart meter reading. 

          Have a look at your actual bill for this period. Can you post a screen shot of that? Is that showing the big negative number? 

          5.. Things then go wrong on the 25th..... Your day night smart reading look like they have flipped.... @Tim_OVO @Blastoise186 have you ever seen day night smart meter readings flip? Look at the 25th 26th smart meter readings vs all the other smart meter readings? Hence the low cost on the 25th on the usage page perhaps? 

          6. @PollyG could you take manual readings off your smart meter and post them here? Which way round are they?

          7.

          @Tim_OVO @Emmanuelle_OVO might be worth a quick check that someone in ovo hasn't inadvertently switched day night readings for a lot of customers. 

          Rank 2
          PollyG
          Rank 2
          October 27, 2022

          I’ll take manual readings when I get home later. Thank you for helping 

            Blastoise186
            Super User
            Blastoise186Super User
            Super User
            October 27, 2022

            I don’t recall seeing this with OVO before. But my friends on other forums report seeing it with other suppliers. They prefer to remain anonymous, so I can’t name either those suppliers or who my friends are.

            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!
              Rank 2
              PollyG
              Rank 2
              October 27, 2022

              Here’s my current bill 

               

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              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