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jackgreed
Rank 1
September 25, 2017
Solved

Entered wrong meter reading when I moved in - can this be changed?

  • September 25, 2017
  • 27 replies
  • 5024 views

I could not locate my gas meter as I have just moved in and wasn't sure where it was, but I had to provide opening meter readings, so I estimated the gas reading based on the reading on the final bill from the last tenants.

I have now located my gas meter however, and my estimate was too high. Can I correct the opening gas reading I gave to you?

Best answer by Lucy_OVO

Updated on 09/07/25 by Ben_OVO

 

Welcome to OVO and your new home!

 

Thanks for letting us know you’ve moved in (just in case others reading this haven’t done this yet, you can do this here or by contacting our Support Team). When we create your account we’ll check the date you moved in and the meter readings on this date and create you an account starting from this point. If you’re having trouble finding your meters or opening meter readings it’s always worth speaking to your letting agency or landlord as this information should be listed on your ‘check-in’ report. Please note, you can’t set up your energy account until you have been given the keys to your new property.

 

As you’ve given us the wrong readings by mistake, these can be corrected. Please take a photo of the meters showing the correct readings and the meter serial number on the front of the meter. Send this to our Support Team, who’ll be able to update your opening reading. To save having to take the readings in future, we’d really recommend looking to get a smart meter installed, which will send us the readings automatically.

 

The easiest way to keep an eye on your new account is by logging in to your online account or downloading our app (available for iOS and Android)

 

There’s more tips on how to manage your energy account when you move home on this great guide and other moving house advice on this handy checklist. 

 

 

Good luck with the unpacking. :thumbsup:

 

OVO member but not got a smart meter yet? - Book today!

 

Interested but not yet an OVO member? - Check out our plans!

 

27 replies

Show previous replies
Chris_OVO
Community Manager
Chris_OVO
Community Manager
May 6, 2024

Hey @Elizabeth Drew, 

 

Our volunteer @Blastoise186 is right in giving you the best contact options. Our support team can help resolve this for you and get you on the correct path. 

 

Keep us updated on your progress 🙂

Renewable energy jokes never get old.
O
Newcomer
Ovo_User_397
Newcomer
May 8, 2024

Thanks for the reply Blastoise186,
When I entered the most recent reading on Fri, the system says it needs to be verified.
I just realised that the meter reading provided back in Dec is false (instead of the meter resetting as speculated in the discussions above). I probably included the digits in red.

I know this because I just got the meter reading at the beginning of the tenancy from my real estate agent.

It was “2099” back in Aug 2023 (Forgot to provide to OVO)
Then, I provided “09081” in Dec 2023 (false digits)
Now, it’s “2413” in May 2024

How do I remove the previous Dec reading and add a meter reading that was done last August. I do have pics as proof.

Blastoise186
Super User
Blastoise186Super User
Super User
May 8, 2024

Ahh ok. No worries - this can be fixed.

Please have a chat with Support, they can investigate and put this right for you. If you get massively stuck with that, let us know here.

You can reach Support via https://ovoenergy,com/help . Feel free to give the Live Chat agent a link to this thread - they’ll be able to read the discussion so far which should save you from explaining things again.

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!
    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    May 9, 2024

    Hi @Ovo_User_397 

     

    Blastoise186 has left some really helpful advice on this already in that the Support Team can get this resolved for you no problem.

    Currently Playing: She's Electric
      S
      Newcomer
      Swanbush
      Newcomer
      March 29, 2025

      I moved into rented accommodation and the gas smart metre was not working. Took me 5 months to get Ovo to eventually change it. 

       

      Then the engineer messed up the final readings and ovo have tried to bill me gor £3500 bill. Which has now been reduced to them telling me I'm £350 in debt. 

      My latest bill they are using a estimate of old metre and my new metre which is showing that I hardly use any gas but still saying I've used over £100 in gas which is a joke. 

      How do I dispute them using a broken metre estimate?

      M
      Newcomer
      Maurie
      Newcomer
      March 30, 2025

      I had a smart meter installed on 24/03/25 a few hours before this happened I took readings of both meters and sent them to ovo  my account was in credit at that time . The engineer left reading of Anytime use but no readings of heating and hot water meter .Everything appears to be working successfully as I was checking my online account daily .on the 5 th day  I opened online account to find a wrong reading on the heating readings  .I don’t know where this reading has come from as I didn’t send it I have the screenshots taken hours before smart meter was installed I don’t see the correct reading I sent to ovo anywhere . They are now saying my bill for three weeks is almost £700 .i am very concerned regarding this issue and am unsure how to resolve this should I send complaint e mail to ovo . Any help would be much appreciated thanks 

      Firedog
      Super User
      FiredogSuper User
      Super User
      March 30, 2025

      Contact Support tomorrow, using the webchat option. That way, you’ll get a transcript of what was said, and you can upload your photos as proof. 

      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. |
        M
        Newcomer
        Maurie
        Newcomer
        March 30, 2025

        Thanks firedog  I’ll do that tomorrow I’ll let you know how I get on

          M
          Newcomer
          Maurie
          Newcomer
          March 30, 2025

          Thanks firedog  I’ll do that tomorrow I’ll let you know how I get on

            Ben_OVO
            Community Manager
            Ben_OVO
            Community Manager
            March 31, 2025

            Hi ​@Swanbush, and welcome to the OVO Forum.

             

            I’m sorry to hear what’s happened here - very frustrating!

             

            If the smart meter was broken, it may still have given manual reads, eg when you take a reading yourself as you would a normal meter. My advice here is to get in touch with our Support Team and raise a complaint. The team will need to check the job report to see if the engineer left a photo of the final reading from the meter. If you’ve got any previous manual reads from the old meter please send these across when you speak to them. 

             

            If you don’t have any reads, and the engineer couldn’t take one (if the meter wouldn’t give a manual reading), then our Support Team will have to use the actual usage from your new meter to re-estimate the usage from the old meter. if this is the case, they may need to wait a few months to have enough usage data to do these calculations. 

             

            Best of luck with this - I hope it’s resolved quickly for you! We’d appreciate it if you’d keep us updated on your progress.

             

             

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