Skip to main content
R
Rank 1
rgphilpott
Rank 1
May 16, 2017
Solved

Why have I still not received a bill since my smart meters installed?

  • May 16, 2017
  • 23 replies
  • 4852 views
I had Smart Meters (gas and electricity) installed on 3rd March. When will I see my first statement? Your FAQ says it can take 6-8 weeks (though not why it takes so long), but it is now over 10 weeks.

I can see my usage on the website (though strangely not in the app), so I know the meter readings are going to you, and obviously my DD credits are accumulating, so the lack of statements is not a major issue, but presumably I ought to be getting them at some point ...

Richard.
Best answer by Tim_OVO

Updated on 15/08/25 by Abby_OVO

 

Great to hear about your newly installed smart meters and an important question to ask about why you’ve yet to receive an up-to-date statement since the smart meter appointment.

 

If your meters have just been fitted you may not see this reflected on your online account or OVO app (download for Android or iOS) straight away, we usually advise it can take up to 6 weeks from the date the meters were replaced. This is due to the fact that we need to confirm the final meter readings from your old meters before we can amend the details and start billing you on the readings received automatically from your sparkling new smart meters. You might notice a pause to your usual monthly billing during this time too.

 

If, as in your case, it’s been over 6 weeks since the meters were installed and you’re still not seeing all the up-to-date meter details or a statement, reach out to our Support Team who can check what’s causing the delay.

 

For a full lowdown on the checks we carry out following the engineer’s visit check out this great user-generated installation guide. Once these checks are complete you should see your usage data update on the ‘usage’ pages of your online account as well as on your In-Home Display (IHD). 

 

Hope you see those meter details update ASAP - read more about the great benefits of going smart here! :smiley:

 

OVO member but not got a smart meter yet? - Book today!

 

Interested but not yet an OVO member? - Check out our plans!

23 replies

Show previous replies
Blastoise186
Super User
Blastoise186Super User
Super User
August 3, 2025

These cases do take time to resolve I’m afraid. A rough guess is around 12 weeks, but this is a very rough estimate and not a promise..

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!
Ben_OVO
Community Manager
Ben_OVO
Community Manager
August 4, 2025

Morning ​@Ally 99 and a warm welcome to the OVO Forum.

 

I’m sorry to hear of what has happened here - very frustrating indeed. As we haven’t been able to bill you properly then this needs to be logged as a complaint if it hasn’t been already. If you follow that link you’ll see the directions as to how to get a complaint logged. Once you’ve done this, you’ll receive confirmation of the complaints reference number, and you’ll have a complaints handler look into things. I can’t guarantee whether this will expedite things, but it should definitely be logged in this way.

 

Sometimes these billing issues can take a while to resolve, but there are a few different scenarios here and I’m not sure what exactly the problem is. Please do keep us updated as to how you get on - I really hope this is fixed soon for you!

Powered by the Sun
A
Newcomer
Ally 99
Newcomer
August 4, 2025

Thank you Blastoise and Ben that's good to know 

 

    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