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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
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
June 15, 2023

Hey @Kraken,

 

I’ve asked Forum_Support to look into this for you.

 

It sounds like it’s potentially more complex. I’m wondering if the issue may be that the wrong Meter Serial Number which has been passed across to OVO. So they also need to update it on their systems and potentially re-bill the account?

 

However, I don’t have access to your account so I’m just casting assumptions based on the information you’ve provided. 

Renewable Energy? Big Fan.
K
Rank 2
KrakenAuthor
Rank 2
June 15, 2023

Hey @Kraken,

 

I’ve asked Forum_Support to look into this for you.

 

It sounds like it’s potentially more complex as you’ve mentioned SSE need to make an update. I’m wondering if the issue may be that SSE had the wrong Meter Serial Number which has been passed across to OVO. So they also need to update it on their systems and potentially re-bill the account?

 

However, I don’t have access to your account so I’m just casting assumptions based on the information you’ve provided. 

So the supply was migrated in Jan 2023 before I moved into the property and therefore not my responsibility.  I believe they said they filled in this historic change form but no one's saying how long it will take to fix.  At this point a new gas meter would be Quicker!

 

It's driving me insane and affected my health badly, suing OVO is my only last defence in this issue. The ombudsman is doing very little to communicate with me too.

 

OVO are responsible for the supply, not SSE, we can see OVO Gas Ltd listed as supplier, it's nonsense to say a previous supply is responsible for that fix of information when the supplier is OVO!

 

Your internal systems are updated, why not the national database?????!

Blastoise186
Super User
Blastoise186Super User
Super User
June 15, 2023

Just because it says OVO Gas Ltd on Xoserve doesn’t mean OVO is the supplier. Licenses can be shared between suppliers in some cases and Xoserve will only show the parent supplier rather than the child supplier, reseller or white label supplier in those cases.

An example. ECOES will show OVO Electricity Ltd as the Supplier whether you’re on OVO, Boost or SSE because they all share the OVO Electricity Ltd license.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    June 15, 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 :-(

    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. 

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    June 15, 2023

    Just because it says OVO Gas Ltd on Xoserve doesn’t mean OVO is the supplier. Licenses can be shared between suppliers in some cases and Xoserve will only show the parent supplier rather than the child supplier, reseller or white label supplier in those cases.

    An example. ECOES will show OVO Electricity Ltd as the Supplier whether you’re on OVO, Boost or SSE because they all share the OVO Electricity Ltd license.

    @Blastoise186 

    Interesting

    Do these differentiate between ovo see boost when used to find out who your supplier is?

    https://www.citizensadvice.org.uk/consumer/energy/energy-supply/moving-home-your-energy-supply/find-out-who-your-gas-or-electricity-supplier-is/

    https://smartmetercheck.citizensadvice.org.uk/

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    June 15, 2023

    Nope. It all comes from the same sources ultimately.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    K
    Rank 2
    KrakenAuthorSolved
    Rank 2
    June 15, 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 :-(

    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

    K
    Rank 2
    KrakenAuthor
    Rank 2
    June 15, 2023

    Just because it says OVO Gas Ltd on Xoserve doesn’t mean OVO is the supplier. Licenses can be shared between suppliers in some cases and Xoserve will only show the parent supplier rather than the child supplier, reseller or white label supplier in those cases.

    An example. ECOES will show OVO Electricity Ltd as the Supplier whether you’re on OVO, Boost or SSE because they all share the OVO Electricity Ltd license.

    Ya but I've had it confirmed by XOSERVE as OVO Gas Ltd being the entity responsible for the update of details. XOSERVE have never noted or said SSE at all in any correspondence, if that was an issue they would have said as you've got to select your supplier when raising a ticket to them.

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    June 15, 2023

    Nope. It all comes from the same sources ultimately.

    @Blastoise186 

    Do you think gas may be different? 

    1. From OVO website

    Who will supply my energy?

     

    As SSE Energy Services joined the OVO family in 2020, OVO (S) Gas Ltd and OVO Electricity Ltd have been your suppliers of gas and electricity for a while.

    Once you move to OVO, if you have a gas account, this will change from OVO (S) Gas Ltd to OVO Gas Ltd.

    But there’s no change to your electricity and this continues to be supplied by OVO Electricity Ltd.

    2. Supplied by Xoserve. All current live participants

    2. Supplied by Ofgem, all current live licences

     

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    June 15, 2023

    Maybe, it’s a complicated situation right now.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    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