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,
Chris
Best answer by Blastoise186
Updated on 15/07/25 by Ben_OVO
If you believe your meter details are incorrect on the national database, the best place to start is by checking your statements to find the meter details listed on your statement and reaching out to customer support. They may require a photo of your meter. These similar topics may be helpful:
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 @Tim_OVO for help with this. If you do contact the Support Team again, I’d definitely recommend going in via Live Chat or Phone via https://help.ovoenergy.com.
If you keep getting stumped though, definitely give us a shout here again. We don’t give up easily!
Have just had a long online chat session with Ovo using the info provided. For the record Asta was absolutely superb. Turns out that the MPANs for us and the new build next door were all completely messed up. Ovo supply next door and have just updated the ECOES database as their second supply to a garage had been registered incorrectly a few years back. I’ve now identified the MPAN we are served from with another provider which is under a totally incorrect name. They are updating that one on ECOES to the proper address.
I will then 100% be switching to Ovo - the customer service has been excellent!
Hi, When we moved into our property it had an old economy seven meter. In 2021 We had an Aclara smets2 Single rate /reading, smart meter installed by OVO . The meter is a single rate meter . My issue is that the National data base still hasn't been updated and it still shows an Economy seven meter at our property . Not really a problem if We stay with OVO but we have been unable to get quotes off other suppliers . Other suppliers are saying that we cannot move to them until the data based is updated .I have requested that OVO do this but am wondering how long this update takes and if anyone here has a similar experience.
Once OVO sends that request off, they’re at the mercy of the industry I’m afraid. There’s no timescale as to when that’d get done, but you can try https://ovoenergy.com/feedback in case that makes progress.
Thank you for that and I have requested the change . The single rate smart meter install was in 2021.,I didn't realise then , that OVO wouldn't change the meter information on the database from E7 to a Single rate without a request from the householder.ps I do have a single rate Aclara SGM1411B.
Sorry to hear that the national database still hasn’t been amended. If you’ve requested this before you can get in touch with our Support Team and ask them to confirm if the case was definitely raised correctly to get this sorted. They’ll be able to check if the case was raised accordingly and, if it hasn’t been, then they’ll need to log a complaint for you.
