Difficulty applying for a switch to OVO - How can I update my supply address listed on the national database?

Hey @Dudlei,

You’d need to speak with our Customer Care team as we don’t have account access here on the Forum. They’ll be able to submit a request to have your details updated on the national database 😊

Neighbour has dual fuel, gas and leccy, he has a fault with gas meter but ovo saying he is not registered on the network and refused to register him. It is PAYG METER. my accounts switched ok from SSE after the buy out, but he is only receiving letters regarding electricity. any advice as to what he can do is apreciated as his wife has cancer.

Sorry but that isn’t clear at all.

If his PAYG meter isn’t registered then how is he managing to top it up?

Or is the ‘fault’ the fact that he can’t top it up because it isn’t registered?

neighbour has been topping up using his original card, but last time he topped up it registered the amount then came up with a message “call help” on the small screen. he was on the phone for 2 and a half hours yesterday to ovo before finally being told he could not register with them, but he thought his account had moved along with his electric account when ovo took over sse.

He has tried contacting the council, a few other gas companies but he has been told he is not registered with any of them.

The message “call help” has been displayed for around 3 weeks and he is worried as he is 71, his wife late 60s and has terminal cancer, he really is worried about keeping the house warm for her.

I see.

If he is using a card to top up his gas meter them what company does it say on that card?

If it’s SSE then this sounds like some kind of error and you have to wonder just where the money he has been paying for the top ups has been going.

Suggest to him that he tries putting his postcode in this to see what information it can give him: https://findmysupplier.energy/

If there is a gas meter registered at his address then it should show a result similar to this:
 

Hey ​@Stewby,

Have you managed to use the link that ​@Nukecad shared above to check the supplier? 

Typically a “call help” message is a notification that something could be wrong with the meter. Depending who the supplier is an emergency appointment could be arranged the same day to fix whatever is causing the issues. Please keep us updated.

I tried the link that nukecad gave, but putting in the postcode, his house number never came up, the other 3 numbers in the block and the rest of the street came up but not his, this is really strange.

​@Stewby that does sound strange! Can you try putting the postcode in https://www.royalmail.com/find-a-postcode to see if the address appears different in the Royal Mail system? 

I’ll send you a private message to see if there’s anything more I can do to help. 

​@Stewby,

It sounds as if the gas supply may not actually be supplied by anyone. This is rare, but I’ve seen it before. Sometimes, a gas supply and meter may not be logged on the gas National Database (Xoserve), and must be added. I would advise that you tell your neighbour to get in touch with the company that manages the gas supply in their local area. For example, this could be SGN or GTC. if the meter isn’t on supply with a supplier then they’ll hopefully be able to come out and change it, as well as adding it to the National Database.

https://www.xoserve.com/help-centre/supply-points-metering/m-number-creation/

I’d also recommend that your neighbour (if they’re with OVO for electricity), send a picture of their gas meter showing the meter serial number into our Support Team - they’ll be able to cross reference the Meter Serial Number against Xoserve to see who is the supplier, if anyone. If there is no supplier than they’ll need to contact the companies I’ve mentioned above.