Skip to main content
K
Rank 2
Kraken
Rank 2
May 7, 2023
Solved

Gas Serial Number and type wrong on XOSERVE

  • May 7, 2023
  • 43 replies
  • 927 views

So OVO Energy are my supplier (not by choice) and I moved into my house on the 27th Feb 2023.  Setup my electric account and didn't have time to get the gas done in the same call.

 

Later ended up with a second account (told they couldn't add gas to electric account).  Later checked and noticed meter wasn't sending readings so went to do a manual one.  Noticed that the serial number on the OVO energy account was wrong so reported it straight away. This was reported on the 7th March 2023.  A case was raised apparently for a historic change from SSE and I am told there is no time scale for this being resolved.   The issue is holding me from moving supplier and OVO are doing nothing to fix this.  OVO say SSE need to fix this but OVO are my gas supplier so surely they should rectify this if there's a deadlock or actually just do a meter exchange and sort the issue out! Why this has to be so complicated is insanity!

 

They also have the meter as being SMET1 on XOSERVE and it's actually supposed to be SMET2. Two digits are wrong in my serial number.

 

Do any OVO staff members actually have any authority to deal with this? I've got an active complaint open and nothing is being done to fix things. 9 weeks in now and no further forward.

Best answer by Kraken

Hi @Jeffus 

They said it was migrated from SSE in January or something close to that. Previous occupiers were with SSE not OVO energy.

 

This was a migration like how some other companies have been doing when they stop consumer services.

 

Beyond that no idea what's going on :-(

Interesting. Just in case this helps. 

That doesn't make sense @Kraken 

1. If the account was migrated from SSE to OVO in January, then the previous occupiers would have been with OVO but you said they were with SSE. 

2. If the previous occupiers were with SSE, then you would have first had a contract with SSE, then you could have switched to another supplier (if the meter issue wasn't there) or waited to have been migrated to OVO.

You have to go with the incumbent supplier first, although you can then start a switch straight away.

Be interesting to delve to see exactly what happened when you first contacted OVO to sign up. Did they sign you up as the property was already with OVO or did they do it as a switch from SSE to OVO. 

Xoserve may tell you (i don't know) when the meter switched between SSE and OVO if it is difficult to get clear answers from OVO.

I do wonder if you are caught up in some migration process issue based on all your posts.

Obviously that is no excuse for OVO not sorting out the issues or clearly communicating what is going on. 

Hiya!

 

We had letters for the occupier for OVO energy, the supply was moved while the house was left vacant.  Old tenants paid their SSE bills off and left in November 2022.

 

We weren't with SSE ever, as I say we signed up on the 27th Feb 2023 as OVO was the supplier for the address, I checked online to be sure.

 

So basically

 

1. No one was living here from November 2022 to February 2023 

2. Was already switched to OVO energy as per letters for occupiers

 

At no point have we been with SSE, just to be clear :-)

 

Cheers

43 replies

Jeffus
Rank 20
Jeffus
Rank 20
May 7, 2023

Hi @Kraken 

Welcome to the customer forum, i am just a customer like you

There are no ovo staff on the forum who can access your account

If it is 8 weeks since an official complaint was raised you can ask the Energy Ombudsman for help

https://www.ovoenergy.com/feedback

https://www.ombudsman-services.org/sectors/energy

Looking at similar threads on the forum, OVO have always said only the current supplier can make the changes, so in this case OVO, with 4 weeks quoted for the changes.

So it is unclear why OVO are asking or waiting for SSE to complete a historical change or why it has taken over twice as long.

Is OVO registered as the gas supplier on XOSERVE

K
Rank 2
KrakenAuthor
Rank 2
May 7, 2023

Hi @Jeffus 

 

It's already with the ombudsman since Friday gone. 

 

They've given no timescale for resolution, they say SSE needs to fix the issue and update XOSERVE and no timescale provided for doing so.

 

OVO Gas Ltd is the registered supplier for my meter point reference according to XOSERVE.  None of this makes any sense why the delay, it's criminal behaviour to hold a customer as a hostage of a service.

K
Rank 2
KrakenAuthor
Rank 2
May 7, 2023

This also further cement's the fact that OVO energy are giving me incorrect information and making me intentionally inconvenienced.

 

I do hope someone with seniority reads these forums, your company are atrocious at handling customer complaints and issues.

Jeffus
Rank 20
Jeffus
Rank 20
May 7, 2023

This also further cement's the fact that OVO energy are giving me incorrect information and making me intentionally inconvenienced.

 

I do hope someone with seniority reads these forums, your company are atrocious at handling customer complaints and issues.

Hi @Kraken

There are 3 ovo moderators, all have the suffix _OVO. They read every message, and reply to quite a lot, although they can't access OVO accounts so their posted replies wil be generic

Jeffus
Rank 20
Jeffus
Rank 20
May 7, 2023

Hi @Jeffus 

 

It's already with the ombudsman since Friday gone. 

 

They've given no timescale for resolution, they say SSE needs to fix the issue and update XOSERVE and no timescale provided for doing so.

 

OVO Gas Ltd is the registered supplier for my meter point reference according to XOSERVE.  None of this makes any sense why the delay, it's criminal behaviour to hold a customer as a hostage of a service.

Hi @Kraken 

So you are definitely registered with OVO. 

SSE is OVO (S) Gas Limited

OVO is OVO Gas Limited

 

K
Rank 2
KrakenAuthor
Rank 2
May 7, 2023

Hi @Jeffus 

 

That's right, if I check my MPRN on the database with XOSERVE the provider is OVO Gas Ltd, no sign of (S).

This has been my argument with OVO energy since the beginning of March.  They say SSE needs to do the update but looking at the supplier it's actually OVO who needs to do this, not SSE.

 

I am beyond frustrated with them now, as I say the update I got was the last information was on the 16th March to say they submitted some historic change form to SSE but no timeframe for this to be done.

 

Hopefully the Energy Ombudsman can resolve this but it will mean more than likely another 10 weeks or more in absolute limbo.   I've also no open accounts or means to send smart meter readings so I'm left to take photos :-(

Jeffus
Rank 20
Jeffus
Rank 20
May 7, 2023

Hi @Jeffus 

 

That's right, if I check my MPRN on the database with XOSERVE the provider is OVO Gas Ltd, no sign of (S).

This has been my argument with OVO energy since the beginning of March.  They say SSE needs to do the update but looking at the supplier it's actually OVO who needs to do this, not SSE.

 

I am beyond frustrated with them now, as I say the update I got was the last information was on the 16th March to say they submitted some historic change form to SSE but no timeframe for this to be done.

 

Hopefully the Energy Ombudsman can resolve this but it will mean more than likely another 10 weeks or more in absolute limbo.   I've also no open accounts or means to send smart meter readings so I'm left to take photos :-(

Hi @Kraken 

I wonder what date the gas meter transferred to OVO. Have they told you that? 

Do you know if the previous occupants were with OVO? 

 

K
Rank 2
KrakenAuthor
Rank 2
May 7, 2023

Hi @Jeffus 

They said it was migrated from SSE in January or something close to that. Previous occupiers were with SSE not OVO energy.

 

This was a migration like how some other companies have been doing when they stop consumer services.

 

Beyond that no idea what's going on :-(

Abby_OVO
Community Manager
Abby_OVO
Community Manager
May 9, 2023

Hey @Kraken 

Sorry to hear about the issues you’re having getting the details updated.

 

Do you know if the Meter Serial Number was updated incorrectly, if at all, after the most recent meter exchange? I understand from what you’ve said this may have taken place before you took over, so if you’re not sure don’t worry. 

It may be that those details were input incorrectly when they updated the details following the last meter exchange, or it may be that they’ve not been updated at all and still need to be changed. 

Considering it is down as SMETS 1 when you say it should be SMETS 2 on XOSERVE, may mean that this is the cause. Have they asked you for a photo of the meter for the case? If they’ve not I might suggest sending a photo to them, as this will be clear that the details are incorrect.

 

Currently Playing: She's Electric
K
Rank 2
KrakenAuthor
Rank 2
May 9, 2023

No offense and thanks for your reply but as per my message opening this thread the details were provided to OVO energy on the 7th March, they have done nothing since the 16th of march to fix this issue. Constantly chasing my own tail for answers and a resolution.

OVO say SSE need to fix it, SSE are NOT my gas supplier, OVO Gas Ltd is (without the S)

Show more replies
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