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R
Rank 1
ravensclaw
Rank 1
October 12, 2018
Solved

My switch away was rejected as I have a 'profile class 0' (commercial) supply - how do I get database updated?

  • October 12, 2018
  • 63 replies
  • 4263 views
I applied to change my Provider through Uswitch at the end of July. I have been informed by my intended new Supplier that the delay is entirely caused by Ovo failing to amend the database. This has dragged on for ten unneccesary weeks, if anyone knows how I can move this along and switch away from Ovo I would be really grateful. This has been dragging on far too long and I was assured that it was a simple process that would probably only take a fortnight.
Best answer by Nancy_OVO

Updated on 14/07/25 by Shads_OVO

 

Welcome to the OVO online community. Great question to ask about why you’re having trouble switching away.

Sorry to hear your switch is being delayed due to the way your supply is listed on the national database. What’s likely is your electricity supply is on ‘half-hourly settlements’. This means the readings we receive from your smart meter are shared with the industry on a half-hourly basis. This makes sure we’re able to anticipate your energy demand more efficiently and is an important part of de-carbonising the grid on our journey to Plan Zero. 

This ‘half hourly settlement’ is listed on the national database as a profile class 00, which up until 2017 was only for business listings. This is an industry wide change so all suppliers should be aware that half-hourly settled supplies can now include residential supplies. However there are a lot of suppliers who still haven’t adjusted to this change and therefore may not be able to onboard you as a customer with this profile class.

 

We can change your entry on the national database so that it’s not listed as half hourly settled, in order to avoid confusion from another supplier. Reach out to our Support Team to request this update. Once requested it takes around 2 - 4 weeks for the listing to be updated. Please be aware that as this relies on the actions of a third party, unfortunately we’re unable to speed this process up, however it might be worth contacting your prospective supplier to check whether they are able to request your switch without needing an update to your address listing. You can find out more about half-hourly settlements here:

 

 

Hope this helps get things sorted and your switch back on track!

 

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

 

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

 

63 replies

Nancy_OVO
Retired Moderator
Nancy_OVOSolved
Retired Moderator
October 16, 2018

Updated on 14/07/25 by Shads_OVO

 

Welcome to the OVO online community. Great question to ask about why you’re having trouble switching away.

Sorry to hear your switch is being delayed due to the way your supply is listed on the national database. What’s likely is your electricity supply is on ‘half-hourly settlements’. This means the readings we receive from your smart meter are shared with the industry on a half-hourly basis. This makes sure we’re able to anticipate your energy demand more efficiently and is an important part of de-carbonising the grid on our journey to Plan Zero. 

This ‘half hourly settlement’ is listed on the national database as a profile class 00, which up until 2017 was only for business listings. This is an industry wide change so all suppliers should be aware that half-hourly settled supplies can now include residential supplies. However there are a lot of suppliers who still haven’t adjusted to this change and therefore may not be able to onboard you as a customer with this profile class.

 

We can change your entry on the national database so that it’s not listed as half hourly settled, in order to avoid confusion from another supplier. Reach out to our Support Team to request this update. Once requested it takes around 2 - 4 weeks for the listing to be updated. Please be aware that as this relies on the actions of a third party, unfortunately we’re unable to speed this process up, however it might be worth contacting your prospective supplier to check whether they are able to request your switch without needing an update to your address listing. You can find out more about half-hourly settlements here:

 

 

Hope this helps get things sorted and your switch back on track!

 

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

 

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

 

Your guiding light(bulb)
R
Rank 1
ravensclawAuthor
Rank 1
October 16, 2018
Thank you Nancy_OVO. Who should I contact to update the profile class? I have no idea if this is the reason for the delay just that I am keen to do all I can to move this along.
Nancy_OVO
Retired Moderator
Nancy_OVO
Retired Moderator
October 16, 2018
Hey @ravensclaw - drop the team a message on Facebook or Twitter with your account number, full name and DoB and they can check on the progress of this for you.

Nancy
Your guiding light(bulb)
    J
    Newcomer
    jpig
    Newcomer
    April 28, 2019
    As topic title. My account is with OVO, price comparison sites - including a price comparison with OVO - has the meter registered as an card meter but it is not. I pay by DD.

    How can I get this updated?
    Amy_OVO
    Retired Moderator
    Amy_OVO
    Retired Moderator
    April 30, 2019
    Hey @jpig, I've moved your post here, the info above should help.
    OVO-Joyed to help!
    F
    Newcomer
    falkirk81
    Newcomer
    May 9, 2019
    Hi everyone, my girlfriend has recently come off of prepay with Scottish power and had the prepay meters removed and replaced. There have been a few issues with linking the smart metres and the electric still doesn't submit metre readings, these are all issues to be resolved.

    When I come to check prices with Ovo, the website states that this address is currently still showing as a prepayment address. How do I override this as I know this is now incorrect?

    And finally, will this issue stop a switch going through to Ovo who I use without any issues. I appreciate it is easy enough to have Ovo replace the metres at her house with Ovo smart ones and be billed for anything used with Scottish power since they changed their metres.

    Any advice is gratefully received!

    Steven
    Amy_OVO
    Retired Moderator
    Amy_OVO
    Retired Moderator
    May 10, 2019
    I've moved your post here, @falkirk81, the info above will explain why a switch won't go ahead when leaving us, but I think it is due to the same issue when trying to leave Scottish Power.

    Scottish Power will need to ensure the meter is listed correctly on the national database before any supply would be able to take over your girlfriends supply as a credit meter.

    Thanks!
    OVO-Joyed to help!
    F
    Newcomer
    falkirk81
    Newcomer
    June 13, 2019
    @Amy_OVO Thank you for the reply. We have spoken again to SP about this and they are adamant that the national database is correct and that the fault lies elsewhere. Do you have any advice? Can OVO not switch us over regardless of this issue, as both of the prepayment metres have been removed by SP and replaced with post payment metres.

    I also don't want to ring up OVO and find I lose the referral money for us both.

    steven
    Amy_OVO
    Retired Moderator
    Amy_OVO
    Retired Moderator
    June 14, 2019
    Hey @falkirk81,

    I think it's best to give our team a call, they'll be able to check over the national database. You wouldn't risk losing your refer a friend incentive by calling us.

    You can reach our team on: 0330 303 5063 Our opening hours are 8am-6pm Monday to Friday.

    Hope this helps!
    OVO-Joyed to help!
    F
    Newcomer
    falkirk81
    Newcomer
    June 14, 2019
    @Amy_OVO Many thanks, I will do this.
      Show more replies
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