Hi,
When trying to join OVO from British Gas, I get the below error:
Unfortunately, we can't give you a quote right now. We're currently unable to support your meter setup, but we're working on it and expect to offer quotes in 2025.
I have a new Skoda with the free miles offer, so I would like to get this fixed quickly so I can move across. British Gas said it is a proble on the OVO side, but I do not know how to proceed.
Thanks
Craig
Best answer by Nukecad
Updated on 22/07/25 by Abby_OVO
I contacted British Gas an not only is it registered as wrong type, it is the wrong serial number that I have been paying on, both themselves and EDF, looks like it goes back as far as SSE.
apparently I need an engineer visit to correct.
Well that explains the block on switching then.
Good to see that you have found the problem and action is being taken to fix it.
Hopefully BG have now raised the necessary changes for you with Elexon to get the meter type and serial number corrected.*
That can take a few months to do for an existing meter serial number.
I had an incorrect gas meter serial recorded for a while following an aborted meter swap, and once the error was spotted it took 3 months before ithe register was corrected, (I’ve since had it successfully swapped out for a new gas meter).
*However, from what you say about an engineer visit then BG may be taking a different, and quicker, route to fix things.
This is a guess at why they are sending an engineer - but if they send an engineer out who fits a new meter then that new meter type and serial number can be recorded to the database, curing both issues at once.
As meter exchanges happen hundreds (thousands?) of times a day that ‘exchange’ system is quicker at making the necessary changes than the ‘corrections’ system can be.
That is saying that there is someting ‘non-standard’ about your current meter setup.
From the line about ‘we're working on it and expect to offer quotes in 2025 ’ it appears to be flagged as being an RTS meter setup.
Is it in fact a RTS setup?
We have seen a few instances where the meter has been incorrectly identified on the National database.
eg. Where an RTS meter setup has previously been removed/replaced but the database wasn’t updated at the time.
Whether it’s RTS or not may change who you need to contact.
If you can attach photos of the meter and the other equipment on the backboard and around it those always help to identify what the issue may be.
Hi Nukecad,
thanks for the assistance, I believe it is a SMET 2 meter that OVO installed 2 years ago under Scottish Power.
have added a picture of the meter here.
thanks
Craig
That’s definitely a smart meter (presumably though installed by BG not OVO).
So it looks like it may well be a case of your property being registered on the database as having a RTS meter when in fact it has been swapped out.
We have seen a few similar cases recently.
Thanks both,
I contacted British Gas an not only is it registered as wrong type, it is the wrong serial number that I have been paying on, both themselves and EDF, looks like it goes back as far as SSE.
apparently I need an engineer visit to correct.
Thanks again
Craig
Updated on 22/07/25 by Abby_OVO
I contacted British Gas an not only is it registered as wrong type, it is the wrong serial number that I have been paying on, both themselves and EDF, looks like it goes back as far as SSE.
apparently I need an engineer visit to correct.
Well that explains the block on switching then.
Good to see that you have found the problem and action is being taken to fix it.
Hopefully BG have now raised the necessary changes for you with Elexon to get the meter type and serial number corrected.*
That can take a few months to do for an existing meter serial number.
I had an incorrect gas meter serial recorded for a while following an aborted meter swap, and once the error was spotted it took 3 months before ithe register was corrected, (I’ve since had it successfully swapped out for a new gas meter).
*However, from what you say about an engineer visit then BG may be taking a different, and quicker, route to fix things.
This is a guess at why they are sending an engineer - but if they send an engineer out who fits a new meter then that new meter type and serial number can be recorded to the database, curing both issues at once.
As meter exchanges happen hundreds (thousands?) of times a day that ‘exchange’ system is quicker at making the necessary changes than the ‘corrections’ system can be.
Thanks hope it doesn’t take 3 months as I have a 30,000 free miles with my new car that will expire by then.
Hey
Welcome to the community!
I don’t really have anything else to add to the great advice
Keeping our fingers crossed it doesn’t take too long for you.
Hey
I’ll ask the team for some advice and see if there’s anything we can to help on our end. I’ll come back with an update as soon as I can 😊
Hi Chris,
thanks so much that would be brilliant. It won’t let me start the process online and really don’t want to miss the offer.
regards
Craig
Morning
I sent you a message so we can keep on top of things for you on our end. You’ll find it in your private messages and we can update the thread once everything is settled!
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