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rgphilpott
Rank 1
May 16, 2017
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Why have I still not received a bill since my smart meters installed?

  • May 16, 2017
  • 23 replies
  • 4902 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 03/09/26 by Chris_OVO

 

If you've just had smart meters installed, you might not see the changes on your online account or the OVO app (available for Android or iOS) right away. It can take up to 6 weeks after the meters are replaced for the updates to appear. This delay is because we need to confirm the final readings from your old meters before we can change your account details and start billing based on the readings from your new smart meters. During this time, your monthly billing may pause as well.

 

If it's been more than six weeks since your meters were installed and you still don't see the updated meter details or a statement, please contact our Support Team. They can check what is causing the delay. This could be on the industry side from when your meter details need to be passed to and from different parties or because of a system issue that needs unblocked.

 

After the engineer's visit, we check a few things. You can find a helpful installation guide created by users for more details. Once these checks are done, your usage data will update on the 'usage' pages of your online account and on your In-Home Display (IHD).

 

We hope to see your meter details update soon. You can learn more about the great benefits of going smart in our topic hub!

 

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

 

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

23 replies

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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..

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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!

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Ally 99
Newcomer
August 4, 2025

Thank you Blastoise and Ben that's good to know 

 

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