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hillfort
Rank 1
March 19, 2022
Solved

Why am I still getting charged for gas? - my faulty gas meter was removed!

  • March 19, 2022
  • 84 replies
  • 4953 views

Hi for the last two months I have been getting billed for gas I could not have used as I no longer have a gas meter, how do I go about having this extra charge removed from my bill.

 

I have tried contacting ovo several times of the last couple of months due to errors in ym bill but have heard nothing from them, it took 3 months for them to accept that my meters are faulty and agree to replace them.

 

this error is costing my at least 40 pounds per month just now in gas charges and my electrictiy chrages range from 92p to over 10 pounds per day, this i kind of expect as I am all electric including my heating, however i have been charged 10 pounds on two sepecrate days this week when i was not in my home to use energy and my heating is manuel controlled by myself.

 

this is becoming more and more distressing I am not looking forward to see what they will be charging me next month.

Best answer by Tim_OVO

Updated on 18/08/26 by Ben_OVO

Hi @hillfort, 

 

I’m happy to help as best as I can here, but it sounds like you’ll need a member of our Support team to take a look at your actual account.

 

If the meter was removed and there’s no longer a gas supply at the property, it’s possible that the details haven’t been updated on the system yet. The Support Team can remove the meter details and remove any additional charges since the meter was removed. They’ll then rebill the account based on the removal of any backdated charges.

 

As you mention, if you have a gas supply to the house (even if it’s capped), you’ll pay a standing charge. It costs £106 to remove your meter and disconnect your supply. More info here:

 

 

It sounds like the billing platform hasn’t been updated to show this meter is capped. So it will be estimating usage based on your annual projection, based on years of usage history. Please speak to our Support team to get this flagged. 

 

Any charges that have been incorrectly estimated will be removed from your account if we’re made aware of the supply being capped. 

 

If you had your gas meter tested for a fault, the meter is always replaced and taken off site for testing. A new meter is fitted. The charges are then re-calculated based on the degree to which the meter is faulty. Is this what happened in your case?

84 replies

Tim_OVO
OVO Staff
Tim_OVOSolved
OVO Forum Legend
March 21, 2022

Updated on 18/08/26 by Ben_OVO

Hi @hillfort, 

 

I’m happy to help as best as I can here, but it sounds like you’ll need a member of our Support team to take a look at your actual account.

 

If the meter was removed and there’s no longer a gas supply at the property, it’s possible that the details haven’t been updated on the system yet. The Support Team can remove the meter details and remove any additional charges since the meter was removed. They’ll then rebill the account based on the removal of any backdated charges.

 

As you mention, if you have a gas supply to the house (even if it’s capped), you’ll pay a standing charge. It costs £106 to remove your meter and disconnect your supply. More info here:

 

 

It sounds like the billing platform hasn’t been updated to show this meter is capped. So it will be estimating usage based on your annual projection, based on years of usage history. Please speak to our Support team to get this flagged. 

 

Any charges that have been incorrectly estimated will be removed from your account if we’re made aware of the supply being capped. 

 

If you had your gas meter tested for a fault, the meter is always replaced and taken off site for testing. A new meter is fitted. The charges are then re-calculated based on the degree to which the meter is faulty. Is this what happened in your case?

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
J
Newcomer
Jonpit
Newcomer
February 2, 2023

I had my gas meter removed by OVO in May  2022 ( free in case you’re interested, they said when removal was booked it would be £106 then said no charge just beforehand!) as changed to ASHP

still charging for gas supply despite hours on phone and chat line on 6-7 occasions, each time told it’s been escalated and sent to meter team or waiting for national database etc . Since early December my account has disappeared from app message says waiting for switch information takes up to 6 weeks and cannot access for readings or useage etc, been with I’ve here for 6-7 years,no switch.

eventually I wrote email to complaints couple of days ago , not expecting much no acknowledgement even.. it’s like Hotel California.. the experience is same as others on here , frustrating, concerning , Hopeless. Friendly , helpful people but totally unable to help so far . I also had a prepayment meter card sent to me 3 months ago for gas that I don’t use and a non existent meter.

also cannot switch now because of all the above, trapped!!

 

    J
    Newcomer
    Jonpit
    Newcomer
    February 2, 2023

    # been with OVO for 6-7 years# at this address 

    J
    Newcomer
    Jonpit
    Newcomer
    February 7, 2023

    Yesterday I received an email telling me that they’d had electricity and Gas meter readings that did not tally with my previous useage, please could I send photos of my meters. Not by me they haven’t!

    1. I’ve not been able to submit any electricity readings for 3 months as my OVO app still says “ waiting for Switch information “
    1. I haven’t had gas meter for 7-8 months now  

    have sent photos of electric meter And absent Gas Meter yellow Tag.

    maybe something is happening, though no reply or acknowledgement to Email formal complaint yet.

    J
    Newcomer
    Jonpit
    Newcomer
    February 7, 2023

    And have just received email acknowledgement of email complaint sent on 1/02/23 advising that they’re Very Busy !!

    J
    Newcomer
    Jonpit
    Newcomer
    February 7, 2023

    Or Maybe it is automated response to the photos of meters I’ve just sent… probably 

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    February 8, 2023

    Hey @Jonpit,

     

    Really sorry to hear this,

     

    I’ll get Forum_Support to reach out, please keep and eye on your private messages.

     

    Hope this helps. 

    Renewable Energy? Big Fan.
    J
    Newcomer
    Jonpit
    Newcomer
    February 8, 2023

    Hi Emmanuelle_OVO

     

    thank you, Any help would be appreciated.

      J
      Newcomer
      Jonpit
      Newcomer
      February 14, 2023

      So, no further contact, except, having sent photographs of my electricity meter And absent gas meter yellow tags as requested one week ago . Today I got a call from OVO telling me that I needed to send meter readings because they’ve been relying on estimates ‘ for some time’ ie since I have had No access to OVO App or account in November and no request for readings by email plus Ovo’s still wanting readings from a gas meter that OVO removed on 13 May 2022.

       

      *Edited by Mod*

        Emmanuelle_OVO
        Retired Moderator
        Emmanuelle_OVO
        Retired Moderator
        February 15, 2023

        Hey @Jonpit,

         

        Sorry to hear you’re still having issues, that sounds like a really frustrating experience.

         

        Forum_Support will be in touch this week. It sounds like it’s already been raised to the right team but there isn’t a timeframe for this to be sorted, you could try and get this resolved sooner by raising a complaint. 

         

        Really hope this gets sorted for you as soon as possible. 

         

         

        Renewable Energy? Big Fan.
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