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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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Abby_OVO
Community Manager
Abby_OVO
Community Manager
March 5, 2024

Hi @Quinnells 

 

I’m really sorry to hear about this.

 

If the meter reading taken from the meter reader was entered incorrectly or missed, you can send photos of each meter to the Support Team so they can correct the meter readings if they’ve been missed or entered wrong.

 

They’ll be able to amend this and correct the bill in turn.

 

 

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CallumD
Rank 1
March 16, 2024

I was just after doing my meter readings when just after submitting them, my account went from -£192 to -£3339.50, I also noti

ced that my past bills were changed, I don't remember the specific figures but I'm definitely sure they weren't over a £1000 per month. I'm sorry but I think I have every reason to not give them a penny extra until they have given me a reason for this error and a solution.

BPLightlog
Super User
BPLightlogSuper User
Super User
March 16, 2024

Hi @CallumD , you might want to double check the meter readings .. that gas usage at 12,500kw looks rather high unless it’s for several months. 
Previous months may have updated with any new figures entered. 

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    M
    Rank 2
    MrsH
    Rank 2
    May 11, 2025

    I entered my gas meter reading incorrectly and have received a much higher bill than I would have done if I’d sent the correct, much lower reading. I have since sent two further readings accompanied by photographic evidence but have received no reply or acknowledgment as to how this will be ammended. 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    May 11, 2025

    Welcome back ​@MrsH ,

    Please tell OVO via phone or live chat for that if you haven’t already. They will try to fix this but it takes time because industry processes have to run to re-verify everything - it can take up to 12 weeks in some cases.

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    M
    Rank 2
    MrsH
    Rank 2
    May 11, 2025

    Thank you for your reply, I have spoken to someone on the phone and they just said to send a photo which I told then I’d already done, but when I go to my account, if I want to submit another reading ( as it says it doesn’t have one) it just repeats the process of asking for photographic evidence. 

    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    May 12, 2025

    Hey ​@MrsH,

     

    You can reach out to our Support team to confirm receipt of your photo. As ​@Blastoise186 advised, billing adjustments require a case to be raised with our Billing Team and may take some time. They can confirm the status and assist you further.

     

    Keep us updated on your progress!

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    M
    Rank 2
    MrsH
    Rank 2
    May 12, 2025

    Thanks ​@Chris_OVO  I called today & it has now been forwarded to the Billing team so I’ll just wait and see what happens by the time my next bill is due at the beginning of June. 

    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    May 13, 2025

    You’re welcome ​@MrsH! I’m keeping my fingers crossed that you’ll see this updated on your next bill.

     

    If you have any more questions, please let us know 

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