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

Show previous replies
K
Rank 2
KrakenAuthor
Rank 2
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. 

Ask your staff and colleagues, it's not my problem to fix. I've sent all details to your company and they've lied and done NOTHING to fix the issue!

 

Your internal systems now show the correct MSN and meter type but you've not updated XOSERVE still! Why?!

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
June 14, 2023

Hey @Kraken,

 

Glad to hear our internal systems now show the correct meter serial number. 

 

I don’t have access to customer accounts on the Forum, I’ll ask Forum_Support to reach out. 

 

Hope this helps.

Renewable Energy? Big Fan.
K
Rank 2
KrakenAuthor
Rank 2
June 14, 2023

Hey @Kraken,

 

Glad to hear our internal systems now show the correct meter serial number. 

 

I don’t have access to customer accounts on the Forum, I’ll ask Forum_Support to reach out. 

 

Hope this helps.

Its not updated on XOSERVE, that's the issue and why so much delays?

 

Nothing on this issue is to be glad about, it's been an utter shambles, I'd urge anyone with OVO to leave! They have no duty of care to customers.

Jeffus
Rank 20
Jeffus
Rank 20
June 14, 2023

Hey @Kraken,

 

Glad to hear our internal systems now show the correct meter serial number. 

 

I don’t have access to customer accounts on the Forum, I’ll ask Forum_Support to reach out. 

 

Hope this helps.

Its not updated on XOSERVE, that's the issue and why so much delays?

 

Nothing on this issue is to be glad about, it's been an utter shambles, I'd urge anyone with OVO to leave! They have no duty of care to customers.

Keep an eye out for a message here from Forum_Support

https://forum.ovoenergy.com/inbox/overview

K
Rank 2
KrakenAuthor
Rank 2
June 14, 2023

 

Hey @Kraken,

 

Glad to hear our internal systems now show the correct meter serial number. 

 

I don’t have access to customer accounts on the Forum, I’ll ask Forum_Support to reach out. 

 

Hope this helps.

Its not updated on XOSERVE, that's the issue and why so much delays?

 

Nothing on this issue is to be glad about, it's been an utter shambles, I'd urge anyone with OVO to leave! They have no duty of care to customers.

Keep an eye out for a message here from Forum_Support

https://forum.ovoenergy.com/inbox/overview

Yea, replied that that, I've also spoke to XOSERVE today and they have not received any information from OVO on this despite the guy yesterday in OVOs ombudsman team telling me they sent the update to XOSERVE on Friday the 9th of June 2023.

 

More lies again, it's exhausting!

K
Rank 2
KrakenAuthor
Rank 2
June 14, 2023

 

See for yourselves, I've redacted personal information obviously and the handlers name for privacy along with case ref etc 

 

But you can see, no update has been sent despite OVO telling me they have last week.  Can't make these lies hold when I am checking the issues with other people. The lies need to stop, I want to move supplier and I can't because of this mess. This is not the only issue I've got but it's the main one!

 

I'm preparing for a legal case against OVO energy, I'm not going to be further messed about.

Jeffus
Rank 20
Jeffus
Rank 20
June 14, 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. 

Out of curiosity, is this a form directly in the Xoserve IT system that the OVO staff member fills in @Emmanuelle_OVO

 

K
Rank 2
KrakenAuthor
Rank 2
June 14, 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. 

Out of curiosity, is this a form directly in the Xoserve IT system that the OVO staff member fills in @Emmanuelle_OVO

 

What I've been told is there's a Historic change form related to SSE for the changes needed for the MSN and meter type.  What is further confusing is on or around the 1st of May OVO internal systems got updated with the correct MSN and meter type.  However, the XOSERVE side as far as they have told me was submitted "with no timescale provided" for this to be updated, again, drawing reference to SSE apparently being the issue.  That update came on 15th March 2023.

 

Yesterday, spoke to someone called William who said an update was sent on the 9th June 2023 to XOSERVE, however, today I found out this is not the case, rang into speak to the OVO ombudsman department again and the lady confirmed she couldn't see any such updates related to XOSERVE.  Sick of being lied to, hope these calls are recorded when it's requested as evidence.

 

My view is that OVO Gas Ltd are the supplier against the meter and are therefore responsible for updating this detail in a more timely manner than seen presently.

 

No one at OVO.seems to know what they are doing, keep being told it's escalated to their metering team, the feel of this is that team is "one person" or fictional at best! 

 

OVO know I want to move supplier, them delaying this process above only serves to give them more money from me as a customer.

Jeffus
Rank 20
Jeffus
Rank 20
June 14, 2023

@Kraken i only asked @Emmanuelle_OVO  the question just to get clarity on the generic process as I thought it may help other posters in the future. 

There isn't much else that the ovo moderators can do as they don't have access to your account. 

In your shoes, I think i would ask OVO for a screen shot from the Xoserve IT System that shows OVO have submitted the request or ask OVO for a copy of an email from Xoserve confirming they have at least received the request. Basically some positive physical confirmation from Xoserve via OVO. I would be after some physical proof of the actions taken. I think that is a reasonable request for a customer to make in these circumstances. 

K
Rank 2
KrakenAuthor
Rank 2
June 14, 2023

@Kraken i only asked @Emmanuelle_OVO  the question just to get clarity on the generic process as I thought it may help other posters in the future. 

There isn't much else that the ovo moderators can do as they don't have access to your account. 

In your shoes, I think i would ask OVO for a screen shot from the Xoserve IT System that shows OVO have submitted the request or ask OVO for a copy of an email from Xoserve confirming they have at least received the request. Basically some positive physical confirmation from Xoserve via OVO. I would be after some physical proof of the actions taken. I think that is a reasonable request for a customer to make in these circumstances. 

I did ask and they refuse to provide anything tangible sadly. Just more and more lies and delay on their part sadly :-(

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