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callumrust
Rank 2
July 16, 2025
Solved

Random smart meter readings caused billing issue?

  • July 16, 2025
  • 56 replies
  • 738 views

Hi 

I enter my readings monthly both gas and electricity manually. For some reason yesterday I had a smart reading applied to my monthly readings which is over 14000, whereas the actual reading on the meter is approx 11560. This has clearly provided incorrect billing details as I’m sure you can imagine and from a monthly use off approx 100 this month it’s shot up by 3000. A false reading. A clear error. 
 

from what I am aware I don’t even have a smart meter and have manually inputted readings for over 3 years now. 
 

I have checked online and it states my meter isn’t working on smart mode which again begs the question where this incorrect reading has came from 
 

having called OVO , no one could explain and the person said ‘the meter must have had some sort of fit’ how that’s a suitable response is beyond me. they adjusted the reading to the correct one but again a 14000 odd reading is now evident again today from ‘another smart reading’ so basically it was a waste of time. 
 

it’s soul destroying having to waste time proving readings whereas this is an issue with OVO. I guess back on the call tomorrow. 
 

has anyone had issues like this previously? 
 

really disappointing 

Best answer by callumrust

Updated on 10/12/25 by Ben_OVO

Folks,

engineer attended yesterday for a site investigation. 
confimed the recorded readings at OVO were well off , as per my understanding of it prior to his visit, he said he had not seen anything like this previously. Readings were over 3000 out. 
 

the old meter was removed and replaced with a new smart meter. The old reading of 11625 was recorded on his system and on a sticker  next to the new meter. 
 

he said the old one was decommissioned and the new one would be registered to me on the DCC. 
 

to this point today, I have had no random smart readings lodged against my account 

 

hopefully the correct final reading of 11625 will be used by OVO  against the new meter starting at 00000 and not the incorrect 14000 odd readings , but we shall see what happens I guess as I’ve lost confidence in this whole situation, just hope it doesn’t get worse introducing a new  meter but shall see 

56 replies

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Abby_OVO
Community Manager
Abby_OVO
Community Manager
August 25, 2025

Hey ​@John lloyd-Williams 

 

I’m glad to see one of our helpful Super Users has already stopped by to help out here! Glad to see Nukecad has helped you get to the bottom of that error. 

 

If you’ve not done so already, please do get in touch with the Support Team so they can begin to correct this for you, if you contact the team via chat it might even be helpful to share this thread with them directly to help speed up the process.

 

We also have a recent, similar topic below which might also be interesting for you to read:

 

 

Do let us know how you get on.

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J
Rank 2
John lloyd-Williams
Rank 2
August 25, 2025

Thanks just received a phone regarding this there is no change to billing information at the moment 

thanks john

J
Rank 2
John lloyd-Williams
Rank 2
August 25, 2025

It appears now that this has been  successfully resolved my £1821 debit balance is now £297 credit thanks to Lorraine in customer for resolving think its good idea to frequently monitor usage and billing

john

    Nukecad
    Super User
    NukecadSuper User
    Super User
    August 25, 2025

    Thanks or letting us know that it has been corrected. 

    I said, Hey - Watts going on.
    J
    Rank 2
    John lloyd-Williams
    Rank 2
    August 25, 2025

    My only thoughts on how this occurred was that a gas smart meter engineer was doing some work on a near neighbours  property and that somehow the data was uploaded to my account i haven't had the monthly bill as yet but confident the matter has been resolved thanks for all the assistance

    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    August 26, 2025

    Hey ​@John lloyd-Williams 

     

    Really glad to hear the team were able to get that resolved quickly!

     

    It sounds like they’ve sorted that rouge reading out, that’s fixed the credit so should reflect the same corrected reading when it comes to your bill, but it won’t hurt just to double check when it comes. 

     

    Feel free to pop back any time if you’ve ever got any other questions.😊

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    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd