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NanaHouse
Rank 1
September 2, 2022
Solved

Submitting a meter reading on online account it says "sorry we were unable to submit your meter reading"?

Everytime i attempt to submit a meter reading it says "sorry we were unable to submit your meter reading". What do i do and how do i fix this?

Emmanuelle_OVO
Emmanuelle_OVOBest Answer
Retired Moderator
September 5, 2022

Updated on 11/08/26 by Chris_OVO

Hey @NanaHouse,

 

Sorry you’ve had issues with your online account.

 

There are a few reasons you may not be able to submit your meter readings online. 

 

If you are getting an error message when you try to submit your reading, it could be that the reading is a lot higher or lower than the previous readings, and as a safety feature the system is therefore trying to prevent large billing errors from occurring. You can check this by tapping meter readings then view reading history. 

 

I hope this helps! If not, I'd advise getting in touch with our support team and sending them a photo of any error message you are getting, as well as a photograph of the meter and meter reading.

 

Keep us posted with how you get on!

Renewable Energy? Big Fan.
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22 replies

Blastoise186
Super User
Blastoise186Super User
Super User
September 2, 2022

Hi @NanaHouse ,

I’m Blastoise186, one of the forum volunteers.

Can you show me photos of your meter please? I want to see whether you have a smart meter or not, as it will affect the advice I can offer.

Thanks!

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!
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVOBest Answer
Retired Moderator
September 5, 2022

Updated on 11/08/26 by Chris_OVO

Hey @NanaHouse,

 

Sorry you’ve had issues with your online account.

 

There are a few reasons you may not be able to submit your meter readings online. 

 

If you are getting an error message when you try to submit your reading, it could be that the reading is a lot higher or lower than the previous readings, and as a safety feature the system is therefore trying to prevent large billing errors from occurring. You can check this by tapping meter readings then view reading history. 

 

I hope this helps! If not, I'd advise getting in touch with our support team and sending them a photo of any error message you are getting, as well as a photograph of the meter and meter reading.

 

Keep us posted with how you get on!

Renewable Energy? Big Fan.
Rank 1
NanaHouseAuthor
Rank 1
September 26, 2022

Hi @NanaHouse ,

I’m Blastoise186, one of the forum volunteers.

Can you show me photos of your meter please? I want to see whether you have a smart meter or not, as it will affect the advice I can offer.

Thanks!

Hello @Blastoise186 

Thanks for the reply. Here is a photo: 

 

Blastoise186
Super User
Blastoise186Super User
Super User
September 26, 2022

You do have a Smart Meter. It’s a SMETS2 Landis+Gyr E470 Type 5424 and the Comms Hub is a SMETS2 WNC SKU1 Cellular.

Let’s try a few things here. :)

Please run all your meters through this tool and let me know the results

https://smartmetercheck.citizensadvice.org.uk/

Also, what are the SW, WAN, MESH, HAN and GAS lights on the Comms Hub doing?

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!
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
September 27, 2022

Hey @NanaHouse,

 

Looks like @Blastoise186 has got to the bottom of this!

 

If we’re in communication with your meters you don’t need to submit meter readings manually, you can check this on your historical meter reads page of your Online Account. 

 

If you think we might not be in communication with your smart meter. We have a really helpful guide on this topic:

 

 

If we’re only getting monthly readings from your smart meter you might want to update this to half hourly so that you can feel like full benefits of OVO Greenlight and our Live Billing System:

 

 

 

Hope this helps. 

Renewable Energy? Big Fan.
Newcomer
100270796
Newcomer
January 31, 2023

Why can't i submit my electricity meter readings fot December 2022 and January 2023?

Blastoise186
Super User
Blastoise186Super User
Super User
January 31, 2023

Hi @100270796 ,

You can’t submit readings if they’re that old. Try getting a new reading for today and submit that instead.

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!
Newcomer
100270796
Newcomer
January 31, 2023

Thanks for the the response 

 

Tried to submit december reading on the 31st of December but was unable to do so. Tried to submit January reading today 31st January and got same message "try agsin later"

Blastoise186
Super User
Blastoise186Super User
Super User
January 31, 2023

You might want to call 0330 303 5063 or use https://help.ovoenergy.com in that case. Support can try to fix this

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!
Newcomer
Del.h
Newcomer
October 8, 2023

The app tells me that the meter reading on my meter is wrong, but I see it clearly right there in front of me that that's the right number. The app is telling me it should be more than what it reads currently.  

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