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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
  • 3170 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 04/09/25 by Chris_OVO:

 

can you do load test? Take a picture of the meter in the morning when your peak rate has started to clock, and another in the afternoon before the off peak kicks in. These two pictures prove to us which register is which, so we can update the industry data files. 

 

For anyone seeing this and wondering what a transposed reading is, it refers to a two rate (such as a Economy 7 meter) swapping of the registers. So that peak usage is associated with the off peak meter register incorrectly. 

 

the issue with one of the 5 meters is TRANSPOSED NUMBERS. Instead of the reading being registered as 12345 - the numbers inserted would be 21345. In this instance the difference in the vale is 9000. 

 

I’m with you, @3Phasesupplies - understood. 

 

We’ll have to raise a ‘case’ with our billing team to make sure any readings on file from yourself or from our meter readers are amended. This is also possible via online chat if you don’t have those social channels. 

 

If you have a Twitter or Facebook account, are you able to send over a photo of each meter register along with your full name, address and account number. Private messages on the forum don’t allow photos. Feel free to link to this thread so save you having to explain. 

 

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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P
Rank 2
PollyG
Rank 2
October 27, 2022

It’s not showing on my balance thankfully 

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    October 27, 2022

    It’s not showing on my balance thankfully 

    Hi @PollyG that is good, i was hoping it wouldn't appear on the bill as you have a smart meter reading on the same day.

    We can look at the separate issue of the flipping day night reading once you get home and post your readings.

    Then work out the best way to communicate to the OVO Support Team. 

      P
      Rank 2
      PollyG
      Rank 2
      October 27, 2022

      Thank you so much for your help. I’ll get the meter readings later 

        S
        Rank 2
        Simon1D
        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

         

        Just looking at the numbers, it would appear that the “other” readings on 24 Oct have been incorrectly entered, with day-time and night-time swapped over.

        Fortunately there are smart readings that are later, on 25 Oct (and even on 24 Oct), and because of the way these things work out, everything cancels in the totals.

        I think.

        Simon

        Simon
        Jeffus
        Rank 20
        Jeffus
        Rank 20
        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

         

        Just looking at the numbers, it would appear that the “other” readings on 24 Oct have been incorrectly entered, with day-time and night-time swapped over.

        Fortunately there are smart readings that are later, on 25 Oct (and even on 24 Oct), and because of the way these things work out, everything cancels in the totals.

        I think.

        Simon

        @Simon1D

        Unfortunately all the smart meter readings from 25th onwards are also swapped which is why @PollyG is going to do a manual reading when back home.

         

          S
          Rank 2
          Simon1D
          Rank 2
          October 27, 2022

          Just looking at the numbers...

          Simon

          @Simon1D

          Unfortunately all the smart meter readings from 25th onwards are also swapped which is why @PollyG is going to do a manual reading when back home.

           

          Thanks for the correction, @Jeffus … shame I didn’t look at more of the numbers, eh?

          Ah well. I’ll get my coat, etc.

          Simon

          Simon
            Jeffus
            Rank 20
            Jeffus
            Rank 20
            October 27, 2022

            Just looking at the numbers...

            Simon

            @Simon1D

            Unfortunately all the smart meter readings from 25th onwards are also swapped which is why @PollyG is going to do a manual reading when back home.

             

            Thanks for the correction, @Jeffus … shame I didn’t look at more of the numbers, eh?

            Ah well. I’ll get my coat, etc.

            Simon

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

            P
            Rank 2
            PollyG
            Rank 2
            October 27, 2022

            So, my meter readings are

            R1 - 4982.2

            R2 - 7817.4

              Jeffus
              Rank 20
              Jeffus
              Rank 20
              October 27, 2022

              So, my meter readings are

              R1 - 4982.2

              R2 - 7817.4

              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? 

                Emmanuelle_OVO
                Retired Moderator
                Emmanuelle_OVO
                Retired Moderator
                October 28, 2022

                Hey @Jeffus,

                 

                I’d advise @PollyG that because we have an agile, live, billing system so as long as the smart meter readings are now corrected (and you’re sure the registers are the right way round) it should be fine. 

                 

                 

                I think what’s happened is an estimate was created (perhaps the smart meter read was slow to come through) but transposed the readings so that day and night were the wrong way round. 

                 

                We have a great guide here which explains about how to do a ‘load test’ if you think your peak and off peak registers might be the wrong way round:

                 

                 

                If it happens again definitely contact Support, with the results of a load test. 

                 

                Hope this helps. 

                Renewable Energy? Big Fan.
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