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K
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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 15, 2023

Maybe, it’s a complicated situation right now.

No, it's just idiocy at the highest level! OVO are getting sued into oblivion for this mess!

Blastoise186
Super User
Blastoise186Super User
Super User
June 16, 2023

Gonna be a bit honest and blunt with you here. The legal system is slow and attempting to sue OVO is not going to be the quick fix you might think it is. I can tell you from experience with unrelated matters (nothing OVO related) that it can take well over a year for such cases to get resolved. And then you’d still have to wait for the resolution to be implemented.

You’re also very unlikely to get anywhere near as much compensation as you seem to be hoping for. I hate to burst that bubble, but it’s true - there’s strict limits. The most you’ll probably get is maybe £1,000 or so. Do not go in expecting more, otherwise you will be disappointed.

And if you lose, the costs are eyewatering, especially if the other side gets costs awarded against you. You could even lose your entire house over it. I’m literally talking five digit sums here.

You seriously need to consider the risk vs reward ratio. Personally, I feel the risk is too high to justify the potential reward and I wouldn’t go for it if it were me.

It’s not the recommended route for something like this. If you want the fastest solution, it seems that someone is already working on that.

I maintain my stance that the situation is complicated right now as OVO is in the process of merging multiple brands and suppliers into one.

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
KrakenAuthor
Rank 2
June 16, 2023

Gonna be a bit honest and blunt with you here. The legal system is slow and attempting to sue OVO is not going to be the quick fix you might think it is. I can tell you from experience with unrelated matters (nothing OVO related) that it can take well over a year for such cases to get resolved. And then you’d still have to wait for the resolution to be implemented.

You’re also very unlikely to get anywhere near as much compensation as you seem to be hoping for. I hate to burst that bubble, but it’s true - there’s strict limits. The most you’ll probably get is maybe £1,000 or so. Do not go in expecting more, otherwise you will be disappointed.

And if you lose, the costs are eyewatering, especially if the other side gets costs awarded against you. You could even lose your entire house over it. I’m literally talking five digit sums here.

You seriously need to consider the risk vs reward ratio. Personally, I feel the risk is too high to justify the potential reward and I wouldn’t go for it if it were me.

It’s not the recommended route for something like this. If you want the fastest solution, it seems that someone is already working on that.

I maintain my stance that the situation is complicated right now as OVO is in the process of merging multiple brands and suppliers into one.

I am quite happy to sue them and no excuses under the sun can justify their mishandling of this case. Absolutely a bunch of incompetent clowns.

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