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Why have the meter readings been removed from my account after switching away?

  • March 10, 2026
  • 3 replies
  • 64 views
M
Rank 1

I have just switched supplier and received an email (no-reply) from OVO asking me to provide a final

meter reading on 9th and 10th March. I submitted meter reading on the 9th but by the 10th ALL my meter readings have been removed. Is this normal practise? Fortunately I do have numerous screenshots of my meter readings, and I am in credit so will be owed a refund at the end of 10 weeks. However, while I appreciate that the account remains active until then, I don’t understand why the meter readings, a crucial part of the data, have been removed! Help, anyone?

Best answer by Abby_OVO

Hey ​@marchswitching 

 

Sorry to hear it sounds like you’ve switched away. It’s very normal after the switch date to not be able to see things like the reading history online or submit further readings, as we’re no longer the supplier, we no longer supply an account and the responsibility is then with the new supplier. 

 

If you’ve left for another supplier and not just moved home, a few days before your switch date, your new supplier will have asked for your first meter readings.

 

We recommend giving us those readings too, to help your switch run as smoothly as possible. You get a 10-day window to give your opening meter readings. It begins 5 days before your switch date, and finishes 5 days after. Your new supplier will then send off your readings to be checked by a central database. All energy suppliers must do this.

 

Your new supplier will then let us know once your readings are confirmed. Then we use those to create your final statement. Gas and electricity readings are sent separately, which means you might get 2 final statements. This process can take up to 6 weeks. There’s a really helpful article with more detail on the switching process that may also be helpful here.

 

If you’ve moved house rather than switched, the following topic will be helpful instead:

 

 

I hope this helps.

3 replies

Abby_OVO
Community Manager
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  • Abby_OVO
  • Community Manager
  • Solved
  • March 11, 2026

Hey ​@marchswitching 

 

Sorry to hear it sounds like you’ve switched away. It’s very normal after the switch date to not be able to see things like the reading history online or submit further readings, as we’re no longer the supplier, we no longer supply an account and the responsibility is then with the new supplier. 

 

If you’ve left for another supplier and not just moved home, a few days before your switch date, your new supplier will have asked for your first meter readings.

 

We recommend giving us those readings too, to help your switch run as smoothly as possible. You get a 10-day window to give your opening meter readings. It begins 5 days before your switch date, and finishes 5 days after. Your new supplier will then send off your readings to be checked by a central database. All energy suppliers must do this.

 

Your new supplier will then let us know once your readings are confirmed. Then we use those to create your final statement. Gas and electricity readings are sent separately, which means you might get 2 final statements. This process can take up to 6 weeks. There’s a really helpful article with more detail on the switching process that may also be helpful here.

 

If you’ve moved house rather than switched, the following topic will be helpful instead:

 

 

I hope this helps.

Currently Playing: She's Electric
M
Rank 1

Hello, thanks for your reply and the explanation of how the switchover works as this might be the first time I have done this. I’m just curious as to why you have deleted the meter reading HISTORY. Is this normal? And are you going to delete the bill and payment history also? I was expecting to have access to the account for 6 weeks or the duration of the switchover until I receive my final bill. I’m asking in case there is any dispute regarding the final bill (on either side) and having the historical data would, I imagine, be helpful (again to both sides). 

Thanks in advance.

Abby_OVO
Community Manager
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  • Abby_OVO
  • Community Manager
  • March 12, 2026

Hey ​@marchswitching 

 

The readings are confirmed between both suppliers, so they’ll both have to agree on the verified readings submitted, so that your OVO final bill is accurate and ends when the new supplier takes over with accurate readings agreed by both so that all usage has been covered. 

 

Switching supplier is a lot quicker nowadays, and the 6 weeks wait for the final bill isn’t always related to the switching time. Ofgem introduced the faster switching policy a few years back now, so most switched should happen much quicker. Do you know if your supply has switched to your new supplier? I would also note, that the suppliers will also have access to the centralised database, the same one your new supplier would have used to verify the readings you gave them when you joined them.

 

Your new supplier will then send off your readings to be checked by a central database. All energy suppliers must do this.

 

Your new supplier will then let us know once your readings are confirmed. Then we use those to create your final statement. Gas and electricity readings are sent separately, which means you might get 2 final statements. This process can take up to 6 weeks. There’s a really helpful article with more detail on the switching process that may also be helpful here.

 

As I mentioned previously, losing access to this data is normal when you’re no longer a customer of ours, you should still have access to the bills via email, our Support Team can also view and provide these if you do encounter an issue with the switch.

 

Hey ​@marchswitching 

 

Sorry to hear it sounds like you’ve switched away. It’s normal after the switch date not to be able to see things like the reading history online or submit further readings. 

 

 

Currently Playing: She's Electric
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