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Why has 'Submit meter readings' disappeared from my online account?

  • 3 February 2020
  • 12 replies
  • 720 views

I normally take and upload meter readings on the 3rd of each month, but the ‘submit meter readings’ button has disappeared from my My Ovo page. I’ve gone into each and every part of the My Ovo homepage but it’s nowhere to be seen. Normally it’s available as soon as I log in. I used to get monthly reminders to submit a reading but about three years ago these emails stopped, so I don’t have a link to click through on either. Anyone else? Help?!

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Best answer by Amy_OVO 7 February 2020, 15:35

It looks like you’re on our new online platform@RosieW, to be on this platform you should have smart meters that send readings to the online account for your daily usage, or you should have the option to submit meter readings. 

 

If you don’t have a smart meter (or the smart meter doesn’t send us your readings remotely), please reach out to the team, they’ll take a look into this. You can send us a message on FacebookTwitter and our Help centre has online chat. You can reach our team on: 0330 303 5063. Our opening hours are 8am-6pm Monday to Friday.

Thanks! 

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12 replies

Userlevel 5

The green submit button on this page  or the page in entirety?

 

The green button. I’ve used it so many times! And today it’s just not there. 

Userlevel 5

very odd.  What browser are you using? Device and OS too.   Is it the same on other devices?

Userlevel 6

Hey @RosieW - can you post a screenshot of your online account (omitting any personal info)?

Hi @Nancy_OVO - here you are. Screengrab of my mobile and desktop home page in myovo. The Submit Meter Readings option is not available in any part of MyOvo - I have clicked on and searched each and every page just in case it’s been moved, but it’s completely vanished! I’ve been submitting meter readings this way for years and am very confused! 

 

Userlevel 6

It looks like you’re on our new online platform@RosieW, to be on this platform you should have smart meters that send readings to the online account for your daily usage, or you should have the option to submit meter readings. 

 

If you don’t have a smart meter (or the smart meter doesn’t send us your readings remotely), please reach out to the team, they’ll take a look into this. You can send us a message on FacebookTwitter and our Help centre has online chat. You can reach our team on: 0330 303 5063. Our opening hours are 8am-6pm Monday to Friday.

Thanks! 

Thanks for your reply, @Amy_OVO but this question isn’t solved. When the smart meter was installed I was told it could never and would never be able to communicate with Ovo because of where it was in the house. Therefore it’s impossible that it could be sending readings automatically. I don’t want to email customer services as I will lose my online discount and this problem is not of my own doing! Please advise, many thanks. Rosie 

Userlevel 6

Thanks for your reply, @Amy_OVO but this question isn’t solved. When the smart meter was installed I was told it could never and would never be able to communicate with Ovo because of where it was in the house. Therefore it’s impossible that it could be sending readings automatically. I don’t want to email customer services as I will lose my online discount and this problem is not of my own doing! Please advise, many thanks. Rosie 

 

Hi Rosie,

If you need to get in touch with us for something you’re unable to resolve yourself, then you won’t lose your discount. 

Give us a ring (0330 303 5063), or message us on FacebookTwitter and our Help centre has online chat!

Thanks

Hi

I do not have a smart reader from OVO (asked for one but not available in my area) but for some reason, I am not able to submit an meter readings.  The app says that due to my smart meter, I do not have to submit any readings. 
 

i should point out that I do have a smart meter installed from my previous supplier that is still constantly on - but I don’t assume that OVO are obtaining my readings through this. Am I wrong?  
 

Any help as I want to update my account especially with the current climate. Do not wish to fall into arrears. 
 

Regards 

Userlevel 7
Badge +2

Hi @II1409 and welcome to the Forum.

I’m unsure how new your account is with OVO, so it’s a little difficult to give a definitive answer about why you are unable to submit meter readings via your Online Account page. It would help if you could fill out your Profile page because that’s where I look for such information.

It’s possible that you’ve recently been migrated to the new Billing System, and that this part of the data still needs porting across.

Nevertheless you can always send an email and submit your meter readings like that. Make sure you provide enough detail for them to identify you:

  • name, as on the account
  • address and postcode
  • account number
Userlevel 1

After the upgrade to the new account management portal, I can no longer enter any electricity meter readings. There’s no tab for it - only one for gas. Was the account transfer process buggy?

 

Additionally, the site is constantly telling me that my smart meters haven’t sent any readings. I’ve never had a smart meter, so the message is nonsensical. Is it using the wrong text strings?

Userlevel 3

Hey @TomatoPlant 

 

I moved your query here as it best answers the issue for you.

 

We’re aware of an issue affecting some online members from being able to submit their meter readings via their MyOVO account. This is currently being investigated by our operations team, so in the meantime we ask all members to submit their meter readings by sending us a message on FacebookTwitter and our Help centre has online chat!

 

Hope this helps,

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