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Energymonkey
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March 15, 2018
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Mismatch on final and opening meter reading - how can I resolve this?

  • March 15, 2018
  • 21 replies
  • 4936 views
Final reading from old supplier did not match those provided for your first. The electricity is right, but the gas is incorrect. Final bill says I must inform new supplier of the difference. Can you please help?
Best answer by Transparent

Updated on 10/07/25 by Shads_OVO

 

Firstly  - Welcome to OVO and to our wonderful online community!


Great question to ask about the discrepancy you’ve noticed with your readings there. Don’t worry, this is common and is easy for suppliers to fix.

As our switching guide suggests, OVO ask you to supply some opening meter readings around the date you switch. Once you submit these readings they’re sent off to the energy industry for validation. The validation process can take four to six weeks and, during this process, reads can often be skewed.

It’s worth checking that the final reading used by your previous supplier matches the opening meter reading we’ve used on your first statement. This statement will be issued within 6 weeks of your switch date and can be viewed on the ‘Billing history’ page of your online account or OVO app (download for Android or iOS).

 

Exact appearance may vary

If the closing reading used by your previous supplier doesn’t match the opening readings you submitted to OVO, it’s worth reaching out to our Support Team to check whether we can get the reads amended.

If there’s a large difference between the readings you supplied and those used on your statement (even if both readings match) we may be able to apply to have them corrected. This process is known as the ‘Read Dispute’ process, whereby new reads will be agreed between both suppliers, and your final / opening statements will be re-issued.
 

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

 

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

 

21 replies

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M
Newcomer
martin78
Newcomer
November 5, 2024

Sorry to hear of the issues you’re having, it sounds very frustrating. 

 

It is very frustrating, I had problems with OVO almost every month. Not having any online account and receiving bills that where often 5 times higher as they were based on estimates rather than actual readings.

 

I already sent the photo with the actual final reading yesterday.

I am waiting now.

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
November 6, 2024

Please pop back if you have any issues with the revised bill, I’m sorry this has been a frustrating experience. 

Renewable Energy? Big Fan.
M
Newcomer
martin78
Newcomer
November 18, 2024

OVO is investigating my incorrect final bill, I have a case number. Last time I contacted them was 2 weeks ago. I didn’t anything from them since that time. What I should do?

Blastoise186
Super User
Blastoise186Super User
Super User
November 18, 2024

Hi,

If you have the contact info for that case, please use that to reach the case handler. Otherwise, go via OVO Support using the options at https://ovoenergy.com/help .

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!
M
Newcomer
martin78
Newcomer
November 18, 2024

position 35 in the queue, I am sorry, but I don’t have time for this.

Blastoise186
Super User
Blastoise186Super User
Super User
November 18, 2024

That’s the best I can do I’m afraid. It’s usually quieter any day that isn’t Monday.

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!
M
Newcomer
martin78
Newcomer
November 18, 2024

I got the answer now from the Chat. Someone already closed the investigation. I didn’t get any answers, no corrected Final bill, nothing. What can I do now?

Blastoise186
Super User
Blastoise186Super User
Super User
November 18, 2024

You can ask for it to be reviewed again IIRC.

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M
Newcomer
martin78
Newcomer
December 2, 2024

Hi,

I received wrong final statement. OVO messed up their migration from an old internal system. I explained it to OVO already 3 times, but I didn’t get any response yet. Last was 2 weeks ago. What should I do?

Blastoise186
Super User
Blastoise186Super User
Super User
December 2, 2024

Hi ​@martin78 ,

If you’re not happy with progress, you can ask for an internal review. Please see https://ovoenergy.com/feedback for details.

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!
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    Terms & ConditionsAccessibility statement

    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd