I had an electricity meter installed in April for the good it’s done me.. Every month they ask me to submit manual readings because they can’t get smart reading. I don’t have a clue how to read it - the engineer didn’t show me. What is the point of a smart meter that doesn’t work and I can’t use. Ovo are awful. Can’t wait to leave. However any advice on how to read meter greatly appreciated. Thanks
Here is mine for example. Just to check the meter isn't sending any readings at all.
This is what I’ve got. Still asking me to do manual read but I don’t have the foggiest how to get to see the numbers on this meter and they put it in a damn awkward spot right next to the front door hinge!
I absolutely hate it but I had to have it or pay more! More of a hindrance than a help by far! Will be going there shortly to takke some photos. Will be easier when I move in next week!
@Cheekyone
OK it can take up to 6 weeks after installation for a smart meter to fully configure, although you have had yours over 6 weeks now so it would normally be OK.
Interesting OVO are picking up electric smart meter readings on the 21st and 30th of every month.
Contact the OVO Support Team and ask them to set your smart meters to send readings every 30 minutes.
You should then with any luck start to see readings on this page once a day and never have to read your smart meter.
It is worth a try as this is often the issue when there are regular but not daily smart meter reading on the app.
I would do this and see if it works before entering a manual reading on the app.
Does that make sense?
You can give the OVO Support Team a link to this thread in case it helps
Assuming you have one, what does the gas reading page look like?
If you’ve had a smart meter installed but your online account / app is asking for readings there could be an issue with the smart meter’s communication. You can use the guide below to check for smart issues yourself. If you believe that there are issues you can report this to our Support Team, who’ll arrange for the meter to be fixed free of charge, if necessary:
It may also be the case that your smart meter is in communication, but its reading schedule isn’t set up correctly. The online account and app are designed to work with smart meters that send readings once a day, or once every half an hour. if the reading schedule is set to once a month, then we won’t be able to display your usage data properly, and your online account / app may ask for manual readings, even though we’re getting them monthly.
Below are some guides that explain how to change your smart meter reading schedule online or on the app, and how to use the ‘Usage’ pages:
When you get a smart meter exchanged the engineer will make a note of the removal reading for the old meter, and the opening reading for the new meter (in this case 00000). They will then send this information, in a job report, to OVO. So you shouldn’t need to submit the opening read of the new meter.
If you think this information hasn’t been passed on, you can take a photo of the yellow or white sticker on each of your meters and send that across to Support.
It sounds like a couple of things may have happened here. It might be that the Online Account doesn’t recognize that you have had smart meters installed. I’d check the meter serial numbers listed on your Online Account against the meter serial numbers on the meters themselves.
If the correct meters are showing on the Online Account, and both meters are smart they should be sending meter readings automatically. We have some great guides which might be helpful to you:
If your smart meters are sending us readings, this would be why you aren’t able to submit manual readings online.
Thanks, that's just it, they are not being sent ! They keep asking for readings. The gas meter reading now, is lower than the last reading " from last October" hence they are rejected. What am I expected to do ? I have sent copies of meter readings and the yellow sticker on the Gas meter. I need someone to sort this out !!! Also why are they now asking for a night time reading ? I don't have a night time reading to submit ! That's why the electric reading are rejected!!! Hopeless.
It might be that the Online Account doesn’t recognize that you have had smart meters installed. I’d check the meter serial numbers listed on your Online Account against the meter serial numbers on the meters themselves.
If the correct meters are showing on the Online Account, and both meters are smart they should be sending meter readings automatically. We have some great guides which might be helpful to you:
Are you able to check the meter serial numbers? If they match are you able to send Support a smart meter health check.
This is a timeline showing how angry I feel as a Customer of OVO!!!
02/09/22 Gas Reading submitted for 17900, which has been ignored in all subsequent Account data. 02/09/22 Reading from 2nd-11th September used for billing not in line with Gas Usage since joining OVO in June 2021. 12/09/22 Smart Meters installed - Engineer wrote Electric Reading on Card attached to new Meter, but nothing on Gas Meter. WHY? 22/10/22 Received Email from OVO advising Account error. 23/10/22 Responded to OVO Email stating that the final Gas Reading and the subsequent Estimated Readings used to generate bill were incorrect. The Reading of 19706 does not reflect the previous 16 months Readings or Usage. I suggested that the Reading should be 17906 which then would be in line with the Meter Reading that I provided on September 2nd. 24/10/22 Sent further information wrt OVO Account error. 24/10/22 Sent even more information wrt OVO Account error including Screenshot of September 2nd Meter Reading of 17900, providing evidence of actual Usage. 27/10/22 Received notification of new Energy bill with incorrect Account information. 27/10/22 Opened conversation with OVO. 27/10/22 Provided information in response to OVO request. 27/10/22 Received reply from OVO via Email that I only read on 29/10/22. This Email did not answer my query, totally missing the point of my issue. Despite conversing with someone called Elisha and spelling out the issue, it was passed to Kirsty who focused on the alignment of Smart Meters, whose Readings were in line with all previous Readings supplied by myself, and not the fact that I was stating that OVO was using an incorrect final Reading of the Old Gas Meter to generate a totally unrealistic Bill. 29/10/22 Responded to Email of 27th and opened up another conversation, expressing my annoyance and requesting Escalation process. 30/10/22 Generated this timeline of events.
It’s unusual there is no sticker on your gas meter, usually when a new meter is installed they put a yellow or white sticker on it which advises the removal reading of the old meter.
The engineer is also required to take a photo of the removal reading of the old meter, so I’m assuming OVO are chasing up the job report from the installer.
If you have any photo’s of the readings on the old meter, perhaps a inventory if you’re renting. Or any previous meter readings (I know you mentioned there was one in September) if you took any more that might be helpful to forward to Support incase a read dispute is needed.
I moved from utiliter to ovo ,my meter is a smart meter fitted by utiliter I was on a prepayment option by my own choice and had been for over twenty years .
Ovo invited I transfer to a monthly plan ,which I have with reluctance.
However! Ovo can't read the meter and we have to send meter readings.
I have asked ovo for a new smart meter and they say no but won't say why .anyone got any explanation as to why before I go back to utiliter. ??J
