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geogeo
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January 20, 2025
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If I move supplier who is responsible for any smart meter malfunctions?

  • January 20, 2025
  • 3 replies
  • 178 views

If I have a smart meter installed by OVO , then switch providers and the meter(s) malfunction who do I    contact to repair meter(s)

Best answer by Blastoise186

Updated on 10/12/25 by Abby_OVO

 

Hi ​@geogeo ,

Control of the Meter would pass to the new Supplier, so they’d be responsible for dealing with any faults. If you leave OVO, then OVO can no longer assist you with anything other than things related to closing your account down.

 

Hope this helps!

 

Hey ​@geogeo 

 

Sorry to hear about the issue you’re having but I’m glad to see a couple of our volunteers have already stopped by to advise on this. They’re both correct, and only the current supplier is responsible for the meter, so if you’ve switched away, then your new supplier is responsible.

 

 

As BPLightlog also mentioned, the meters can take time to settle back down during a switch, what is the issue you’re experiencing exactly? 

 

There’s a handy article here about switching away which may be helpful.

 

3 replies

Blastoise186
Super User
Blastoise186Super UserSolved
Super User
January 20, 2025

Updated on 10/12/25 by Abby_OVO

 

Hi ​@geogeo ,

Control of the Meter would pass to the new Supplier, so they’d be responsible for dealing with any faults. If you leave OVO, then OVO can no longer assist you with anything other than things related to closing your account down.

 

Hope this helps!

 

Hey ​@geogeo 

 

Sorry to hear about the issue you’re having but I’m glad to see a couple of our volunteers have already stopped by to advise on this. They’re both correct, and only the current supplier is responsible for the meter, so if you’ve switched away, then your new supplier is responsible.

 

 

As BPLightlog also mentioned, the meters can take time to settle back down during a switch, what is the issue you’re experiencing exactly? 

 

There’s a handy article here about switching away which may be helpful.

 

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    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    January 20, 2025

    When switching providers, the smart meter will take a little time (could be a few weeks) to connect correctly to the new supplier. 
    In this situation, it is not malfunctioning but simply re-synching to the network with your new account details. 
    As Blastoise explained, any switch of provider moves the meter to the new supplier’s responsibility. 

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      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      January 21, 2025

      Hey ​@geogeo 

       

      Sorry to hear about the issue you’re having but I’m glad to see a couple of our volunteers have already stopped by to advise on this. They’re both correct, and only the current supplier is responsible for the meter, so if you’ve switched away, then your new supplier is responsible.

       

       

      As BPLightlog also mentioned, the meters can take time to settle back down during a switch, what is the issue you’re experiencing exactly? 

       

      There’s a handy article here about switching away which may be helpful.

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