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oaashy1411
Rank 2
November 20, 2025
Solved

Smart meter reporting and electric meter do not match

  • November 20, 2025
  • 40 replies
  • 1190 views

Hi,

I have just moved into a newbuild apartment where the utilities have been handed over from the developer. The current meter reading is 03552 (shown by the photo), slightly above the confirmed reading I received off the developer on completion.

I registered with OVO Energy this week and found out from them that my meter is apparently a smart meter. However, upon checking the readings it has sent to OVO (photo also attached)  they appear to be completely different and far lower than the reading I see on the meter.

Is it possible this is fine and it sends different readings from the display I see when reporting as a smart meter, or is there something potentially wrong with my electric meter/out of sync and I need to call ASAP.

 

Best answer by Firedog

Updated on 04/12/25 by Ben_OVO

The first thing to check is that the Meter Serial Number shown just above You have a smart meter, so you don't need to do anything is the one actually printed on the front of the meter itself. It’s not at all uncommon for meters in new build estates to be assigned to the wrong property.

If that isn’t the problem, then check what other kWh readings your meter can display. I assume it’s an MA 120 or MA 120B. These are the instructions I found; sadly, there’s no guarantee that they will apply to your meter:

Follow these steps to read the two rates on your electricity meter:

  1. Press the top white button to open the menu
  2. Check the arrow on the screen is pointing to 'General Display' (if not, use the top and bottom white buttons to move the arrow up and down)
  3. Press and hold the top white button to select 'General Display'
  4. Press the bottom white button to move the arrow down to 'Tariff Matrix'
  5. Press and hold the top white button to select 'Tariff Matrix'
  6. Check the arrow is pointing to 'TOU Register' (if not, use the top and bottom white buttons to move the arrow up and down)
  7. Press and hold the top white button to select 'TOU Register'
  8. Write down the numbers under 'T01' (they'll be followed by 'kWh') – this is your Rate 1 reading
  9. Then write down the numbers under T02 – this is your Rate 2 reading.

Please come back and tell us whether you were able to follow these steps.

If the meter readings shown on your meter are different to those displayed on your online account / app / statements, you’ll need to get in contact with our Support Team. In this scenario, you may also find these guides helpful for trying to diagnose the issue:

 

 

40 replies

Firedog
Super User
FiredogSuper UserSolved
Super User
November 20, 2025

Updated on 04/12/25 by Ben_OVO

The first thing to check is that the Meter Serial Number shown just above You have a smart meter, so you don't need to do anything is the one actually printed on the front of the meter itself. It’s not at all uncommon for meters in new build estates to be assigned to the wrong property.

If that isn’t the problem, then check what other kWh readings your meter can display. I assume it’s an MA 120 or MA 120B. These are the instructions I found; sadly, there’s no guarantee that they will apply to your meter:

Follow these steps to read the two rates on your electricity meter:

  1. Press the top white button to open the menu
  2. Check the arrow on the screen is pointing to 'General Display' (if not, use the top and bottom white buttons to move the arrow up and down)
  3. Press and hold the top white button to select 'General Display'
  4. Press the bottom white button to move the arrow down to 'Tariff Matrix'
  5. Press and hold the top white button to select 'Tariff Matrix'
  6. Check the arrow is pointing to 'TOU Register' (if not, use the top and bottom white buttons to move the arrow up and down)
  7. Press and hold the top white button to select 'TOU Register'
  8. Write down the numbers under 'T01' (they'll be followed by 'kWh') – this is your Rate 1 reading
  9. Then write down the numbers under T02 – this is your Rate 2 reading.

Please come back and tell us whether you were able to follow these steps.

If the meter readings shown on your meter are different to those displayed on your online account / app / statements, you’ll need to get in contact with our Support Team. In this scenario, you may also find these guides helpful for trying to diagnose the issue:

 

 

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    November 21, 2025

    Hey ​@oaashy1411 

     

    Sorry to hear about this though I’m glad to see Firedog has already stopped by with some really helpful advice here.

     

    The first suggestion about checking the Meter Serial Number is definitely the first thing to do.

     

     

    If that isn’t the problem, then check what other kWh readings your meter can display. I assume it’s an MA 120 or MA 120B. These are the instructions I found; sadly, there’s no guarantee that they will apply to your meter:

    Follow these steps to read the two rates on your electricity meter:

    1. Press the top white button to open the menu
    2. Check the arrow on the screen is pointing to 'General Display' (if not, use the top and bottom white buttons to move the arrow up and down)
    3. Press and hold the top white button to select 'General Display'
    4. Press the bottom white button to move the arrow down to 'Tariff Matrix'
    5. Press and hold the top white button to select 'Tariff Matrix'
    6. Check the arrow is pointing to 'TOU Register' (if not, use the top and bottom white buttons to move the arrow up and down)
    7. Press and hold the top white button to select 'TOU Register'
    8. Write down the numbers under 'T01' (they'll be followed by 'kWh') – this is your Rate 1 reading
    9. Then write down the numbers under T02 – this is your Rate 2 reading.

    Please come back and tell us whether you were able to follow these steps.

     

     

    If you could follow Firedog’s steps above and let us know how you get on. 

     

    I’ve linked below to a couple of other topics which might also be helpful here:

     

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    oaashy1411Author
    Rank 2
    November 25, 2025

    Many thanks for your responses. I have had a reply from OVO today who say that the smart meter has been reporting automatically and the serial is correct, but they agree it does not match the larger readings that I see on the screen.

    Smart meter readings to OVO as of 25/11:

    Peak - 1706

    Off peak - 726

    Readings I see on the meter screen:

    Peak - 2638

    Off peak - 1047

    This has been escalated to their metering department. I am hoping they address the cause of the difference and do not just insert the manual readings I have seen on the screen, as this would lead to a significant jump from the smart meter recorded kWh and would therefore lead to a large bill for significant electricity use - which is not possible as I only moved in a week ago.

     

    O
    Rank 2
    oaashy1411Author
    Rank 2
    November 25, 2025

    The developer recently switched provider over to OVO from Pozitive Energy before handing responsibility for billing over to residents (and this company still displays on the meter when scrolling through the display). So I’m wondering if it’s still displaying Pozitives tariff rates or something along those lines.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    November 25, 2025

    That’s plausible - for which the SMETS Command Update Tariff Configuration and Update Supplier Name likely fixes it.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Firedog
    Super User
    FiredogSuper User
    Super User
    November 25, 2025

    ... OVO today … say that the smart meter has been reporting automatically and the serial is correct,

     

    The photo you shared earlier doesn’t show the Meter Serial Number. Perhaps the ones you sent to OVO did, but if they didn’t, I can’t see how Agent Noni could be certain that the one communicating with them is in fact the one on your wall. I take it you have compared the number with the one showing in your account. This is the one:

      

    This is a generic photo provided by the manufacturer of a meter made in 2022. The MSN might be in another position on yours, but it should start with the last two digits of the year of certification and (I think) a J for Kaifa. 

    As I wrote earlier, this should be the same as the one on your Meter readings page:
      

    https://account.ovoenergy.com/meter-readings

     

    Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
    O
    Rank 2
    oaashy1411Author
    Rank 2
    November 25, 2025

    ... OVO today … say that the smart meter has been reporting automatically and the serial is correct,

     

    The photo you shared earlier doesn’t show the Meter Serial Number. Perhaps the ones you sent to OVO did, but if they didn’t, I can’t see how Agent Noni could be certain that the one communicating with them is in fact the one on your wall. I take it you have compared the number with the one showing in your account. This is the one:

      

    This is a generic photo provided by the manufacturer of a meter made in 2022. The MSN might be in another position on yours, but it should start with the last two digits of the year of certification and (I think) a J for Kaifa. 

    As I wrote earlier, this should be the same as the one on your Meter readings page:
      

    https://account.ovoenergy.com/meter-readings

     

    Hi, the meter serial is definitely correct and a more full photo was shown. It matches the serial on my account.

    Firedog
    Super User
    FiredogSuper User
    Super User
    November 25, 2025

    …  I’m wondering if it’s still displaying Pozitives tariff rates or something along those lines.
      

    That’s quite possible, but it doesn’t affect the stored register readings. They are only stored for a month, so it’s quite important that OVO find out what’s going wrong quickly.

    Support agents like Noni can request an instantaneous reading from your meter. Did he/she do this? That would establish once and for all whether the figures OVO is retrieving are actually from your meter or not. 

    There’s another possible problem. On 20 November, the total of both registers on your meter was 3552. Today, it was apparently (2638 + 1047 = ) 3685. That’s 133 kWh consumed in five days, which sounds really high. The typical all-electric household consumes 4200 kWh/year, while you’re on track to use 12000 kWh. That may not be alarming if you’re charging an EV at home every day, say, but otherwise I’d be worried about that level of usage.

     

    Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
    O
    Rank 2
    oaashy1411Author
    Rank 2
    November 25, 2025

    …  I’m wondering if it’s still displaying Pozitives tariff rates or something along those lines.
      

    That’s quite possible, but it doesn’t affect the stored register readings. They are only stored for a month, so it’s quite important that OVO find out what’s going wrong quickly.

    Support agents like Noni can request an instantaneous reading from your meter. Did he/she do this? That would establish once and for all whether the figures OVO is retrieving are actually from your meter or not. 

    There’s another possible problem. On 20 November, the total of both registers on your meter was 3552. Today, it was apparently (2638 + 1047 = ) 3685. That’s 133 kWh consumed in five days, which sounds really high. The typical all-electric household consumes 4200 kWh/year, while you’re on track to use 12000 kWh. That may not be alarming if you’re charging an EV at home every day, say, but otherwise I’d be worried about that level of usage.

     

    The agent did not say, though the above screenshot is the first response I’ve had from OVO since emailing them about the problem on Thursday. I am hoping a response will be provided from the metering team this has been escalated to quite quickly. The meter serial I see definitely matches the meter serial associated with my account though.
     

    In terms of the high usage, I have also noticed this - however I have just moved in to this apartment and it is taking me a while to get used to the water heater/electric radiators (some of which I’ve had on recently) so I was expecting high usage for a few weeks.

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    November 26, 2025

    Morning ​@oaashy1411,

     

    I’d recommend replying back to the advisor and requesting that a complaint be logged, if one hasn’t been already. You’ll then be provided with a complaints reference number, and this should speed up the process of this being sorted.

     

    The fact that the reads on the meter don’t line up with the bill is definitely grounds for a complaint - the advisor should have logged one when they picked this up.

     

    Please keep us updated as to how you get on.

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