Good afternoon all,
I’m after any advice on a very frustrating issue we’re having since moving in to our new home in January. I have spoken with the Ovo helpline 3 times now and keep getting nowhere (helpline directs me to email, email directs me to helpline and on and on on etc!).
Our home has an MPAN number which corresponds with the name of the property. I’ve triple checked this with UK power networks. The name of the property is the same as the Royal Mail database, the title deeds to the house and the local council reference.
It appears however that our meter serial number does not match with this MPAN, and is linked to another property name. We have spoken with neighbours, and there appears to be no house in the area by the name linked to our meter S/N, or certainly hasn’t been for 20+ years. The meter is a smart meter fitted in circa 2017, so it cannot be that old!
The MPAN for our house is 100% previously supplied by Ovo - again I’ve triple checked the details with UK PN. So I’m guessing at this point that either:
- the MPAN database is incorrect, or;
- the serial number held by Ovo is incorrect for our meter
I’ve been through this conversation a few times with the helpline and never get anywhere. Does anyone have any tips as to how to progress?
Thanks so much for any help,
Best answer by Blastoise186
That’s really strange and is supposed to be almost impossible. It sounds to me as if the records on the national electricity meter database ECOES need to be fixed. It’s shared between all suppliers and a few other trusted parties and is supposed to keep a record of all the meters you’ve ever had - including the serial numbers. I can’t access ECOES or your account with OVO myself and this forum can’t be used to share personal info, but this is something that definitely needs to be fixed, otherwise it will cause things to get worse.
Could you double check that the right serial number is listed in MyOVO? If the right one shows up there (your MPAN and Meter Serial Number should also be on your bills), it might just be a case of getting your ECOES record updated with the correct details based on what OVO has.
If they don’t match up however, this may need further investigation. I’ll see if I can ask
When you do get in touch, please let the agent know that you’ve raised this on the forum and provide a link to this thread. If you let them know you’ve spoken to me as well, it should help the agents to get up to speed.
If you keep getting stumped though, definitely give us a shout here again. We don’t give up easily!