Not been billed since new smart meter installed

Hi @julesayre ,

Please post photos of the meter and everything near it. This helps forum volunteers like myself figure things out.

Thanks

Had a smart meter fitted in March with a switch from Superdeal to Economy 10. All seems to work well except that the meter is still showing the old Superdeal tariff rates & I have not been charged anything since the March smart meter fitting. I have a credit that covers what I owe. Seems strange to take so long to settle down?

I’m sure you were told it could take six weeks for everything to fall into place. As far as I can tell, it’s now 13 weeks since your installation. If billing hasn’t yet caught up, and your meter is still not fully updated, contacting support is well overdue. Make a list of what isn’t right yet and ask them to let you know when you can expect to see changes. It could well be that they’re all far too busy greasing squeaky wheels to have time to deal with patient customers like you, so it’s about time you started squeaking! 

You won’t have had much experience of heating the house with Economy 10 electricity yet. Perhaps you could come back near the end of the year and tell us how it’s working.

Hi ​@johndebs,

I’m in complete agreement with ​@Firedog here. I’m happy that you’ve got credit built up to cover the charges but I’d recommend not waiting around now it’s been over six weeks. Get in touch with Support and it should hopefully be an easy fix for them to manually update the meter details on your account.

Let us know how you get on!

I have just had my gas meter replaced. The previous one died, no battery power, no gas supply to house. Engineer was unable to get any information off the broken meter. Tried to send manual reading which was 00001, Ovo want reading greater than last reading which is simply not possible.

what do I do?

I'm assuming that 00001 is the new meter?

And that you are trying to enter that online but the computer/form keeps rejecting it?

If that's right then don't panic, it's just taking a bit of time for it to recognise that you now  have a new gas meter, so starting from zero again.

It will catch up.

The delay may be due to the engineer not being able to get a final reading for the old meter.

How long is it since the last reading from the old meter was sent in?

If no reading can be dragged out of the old meter now then realistically all that can be done is estimate your usage for however many days it’s been since the last recorded reading until it was replaced, and bill you to that estimate 

Hi ​@Johnchisholm, I hope you’re well.

​@Nukecad is exactly right here - it’s most likely that the new meter details haven’t been updated on your account yet following the meter exchange. When a meter is changed over, it can take up to six weeks for the new meter details to be registered on your account, as data flows and metering information has to be passed between OVO and the wider Industry. This is standard practise, and normally takes a lot less than six weeks. Hopefully soon you should see the new meter serial listed on your online account on the ‘Meter readings’ page.

If you check the front of the new meter you’ll find the serial number, and you can cross reference it against the meter serial number displayed on your online account. Once they’re the same you’ll know the meter has been uated, and you should then be able to submit reads. If our engineer was unable to get a final reading from the old meter then we’ll estimate a final reading based upon the historic meter readings we’ve received from you. 

If your new meter is a smart meter then you’ll find a list of handy articles here:

All in all, if the meter has been installed less than six weeks ago then don’t panic - it’ll be updated soon. If it’s been over six weeks then you’ll need to get in touch with our Support Team to request they update the details manually. I hope this helps.

Thankyou for the insight into how it all works.

Should I keep trying to give manual readings or wait until the new meter id number is the same as the number in my account? Currently they are different. I assume the new meter is now storing the on going usage.

Thankyou again for your help

Morning ​@Johnchisholm, happy to be of help!

Don’t try and give manual readings until the new meter is updated on your account. If the new meter is a smart meter then it should actually be sending us meter readings automatically, and then you won’t need to give any readings at all.

Thanks again for your insights into how this operates. As if by magic this afternoon it’s all been resolved, showing readings upto when the old meter stopped working followed by the initial reading taken by the Engineer of 00000, I have send the current reading which has been accepted.

There are further issues requiring an Engineer visit to replace Electricity meter, readings have not been sent to OVO since 26May. If all goes as well as replacing the Gas Meter I will be well satisfied, it’s just a pity it’s taken so long, appointment to replace meter 9 October. 
Everyone I have spoken to have been very helpful and apologetic that it has take so long.

​@Johnchisholm great news that the metering / billing has been amended, I really hope the next appointment goes smoothly to put an end to all of this for you. Let us know how it goes in October.