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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

Show previous replies
Abby_OVO
Community Manager
Abby_OVO
Community Manager
May 10, 2023

Hey @Kraken 

That’s quite alright, none taken. 🙂

 

As we don’t have account access here, I just wanted to find out as much information as we could to see if there are other options or directions we can point you towards, but I totally understand you’ve covered everything with the Support Team, and you’ve now got this with the Ombudsman. It’s a shame for it to need to go that far but hopefully they can help you resolve it.

 

Currently Playing: She's Electric
K
Rank 2
KrakenAuthor
Rank 2
May 10, 2023

It's a shame OVO won't just fix the Xoserve details , they have now appeared to show the correct MSN for the gas on OVO systems but no one's taking ownership to get the national database updated.

 

Please pass this to someone senior in your business I want someone to sort this today!

Abby_OVO
Community Manager
Abby_OVO
Community Manager
May 11, 2023

Hey @Kraken, 

I’m really sorry that the situation is still ongoing.

 

We don’t have access to accounts here at the Forum so we wouldn’t be able to pass this on to the Support Team for you. I’d suggest getting back in touch with them to get Xoserve updated, I know that it can take a bit of time for this to change as it’s an external system used by all suppliers, so our Support Team can only make the request for the details to be updated.

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

Issue still not fixed, OVO are a disgrace! You are legally responsible for ensuring these meter details are correct and you've done nothing to fix it since march 7th 2023!

 

Utter shambles of a business, the sooner I can get away the better! This companies horrific in all aspects!

Jeffus
Rank 20
Jeffus
Rank 20
June 12, 2023

Issue still not fixed, OVO are a disgrace! You are legally responsible for ensuring these meter details are correct and you've done nothing to fix it since march 7th 2023!

 

Utter shambles of a business, the sooner I can get away the better! This companies horrific in all aspects!

I see it has been with the Energy Ombudsman over a month now. Any communication from them? 

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
June 12, 2023

Hey @Kraken,

 

Really sorry to hear your issue is still unresolved.

 

We don’t have access to your account, so wouldn’t be able to give an explanation for the delay but to simply change an address on Xoserve wouldn’t take as long as this, so it sounds like there might be something else at play here. 

 

Jeffus has given some helpful advice here.

 

 

Renewable Energy? Big Fan.
K
Rank 2
KrakenAuthor
Rank 2
June 12, 2023

Hey @Kraken,

 

Really sorry to hear your issue is still unresolved.

 

We don’t have access to your account, so wouldn’t be able to give an explanation for the delay but to simply change an address on Xoserve wouldn’t take as long as this, so it sounds like there might be something else at play here. 

 

Jeffus has given some helpful advice here:

 

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

 

The issue is incompetence, nothing more than this.

 

I'm going to be suing OVO energy at this stage.

K
Rank 2
KrakenAuthor
Rank 2
June 12, 2023

Issue still not fixed, OVO are a disgrace! You are legally responsible for ensuring these meter details are correct and you've done nothing to fix it since march 7th 2023!

 

Utter shambles of a business, the sooner I can get away the better! This companies horrific in all aspects!

I see it has been with the Energy Ombudsman over a month now. Any communication from them? 

Nothing whatsoever, the resolution date in the case is 12th July but I've had no update from anyone at all.  It's appalling.

Jeffus
Rank 20
Jeffus
Rank 20
June 12, 2023

Issue still not fixed, OVO are a disgrace! You are legally responsible for ensuring these meter details are correct and you've done nothing to fix it since march 7th 2023!

 

Utter shambles of a business, the sooner I can get away the better! This companies horrific in all aspects!

I see it has been with the Energy Ombudsman over a month now. Any communication from them? 

Nothing whatsoever, the resolution date in the case is 12th July but I've had no update from anyone at all.  It's appalling.

The Energy Industry as a whole isn't often known for a speedy response unfortunately.....

Am not sure if OVO batch up changes to Xoserve, how frequent the batches are and then how frequently Xoserve then update their systems.. Basically how long a normal change takes to process. 

Be interesting to know if OVO have actually submitted the change, but i suspect it would be difficult to get an OVO front line support person to categorically confirm that.

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
June 13, 2023

Hey @Kraken,

 

Sorry for the issues you’re having,

 

The internal process for changing an address on Xoserve is to fill in a form, the process takes 10 working days. So II think there must be an additional problem that is stopping this from going ahead. 

 

Does the address that you want it changed to match the Royal Mail? Is there any confusion as to if that is your supply/meter? Would be be reliant on any other provider to get this updated? Have you recently had a meter exchange or had one with a previous supplier that may not have been updated? 

 

Let’s get to the bottom of this. 

Renewable Energy? Big Fan.
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    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