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I moved to Ovo nearly 3 weeks ago. I have a second generation smart meter that was definitely working with my previous supplier. When I go on my account, either online or through the app, it says ‘We couldn't get a reading from your smart meter’ and has no record of any smart meter readings since I switched, but when I tried to do a smart meter health check, it said my smart meter is working and Ovo is receiving readings from it. Am I just being impatient? Do I just need to wait a bit longer for the readings to make it to my account?? Or is something else going on here? Thanks!

It can take up to 6 weeks for things to settle down following a change of supplier,

Often it is much quicker than that, but with the old and new suppliers, and the meter reading service (DCC) all involved in the switcover then it can sometimes take that full 6-weeks.

DCC sits in the middle between the customers smart meters and the energy suppliers.
The meter sends the readings to DCC, then DCC sends them on to the correct supplier.
https://www.smartdcc.co.uk/about-dcc/

As you have done a health check which says that DCC (but not actually OVO yet) are getting the readings then it looks like it’s just an administration delay getting the readings sent from DCC to OVO. (rather than being sent to your previous supplier).

So I’d be paitient for a couple more weeks and it should sort itself out.
Of course if it hasn’t done by 6 weeks then I’d call support to give them a poke.

In the meantime you can still submit readings yourself if you want to be sure to avoid any estimated bill.
You can submit them online, in the app, or by contacting support.

 

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