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K
Rank 1
Kai_asoka
Rank 1
April 10, 2018
Solved

Help - why can't I submit a meter reading?

  • April 10, 2018
  • 52 replies
  • 6487 views
I am a new ovo customer and I have to give a meter reading in the next 5 days. Simple yes? No! No matter how I try to submit the readings (app, mobile website, website website) I have a message pop up after I log on telling me my switch is on hold as there is a problem and I have been sent an enail explaining this. I have only recieved one email and it says “hooray your switched!” Kinda thing with a link to upload meter readings. I click on the link and end up at the same page saying there’s an issue and I’ve been emailed. Please save me!
    Best answer by Transparent

    Updated on 13/09/23 by Abby_OVO

     

    Great to hear that you’re switching to OVO!

     

    Now we just need to sort out the issue you’re getting when trying to submit your opening meter readings on your online account or OVO app (download for Android or iOS). If you’re switching to us in the next 10 days we’d recommend submitting your opening meter readings as soon as the welcome pack arrives. If not, we’ll get in touch to remind you closer to the time. This should be a fairly straight forward process, check out the video below for how things should work:

     

     

    As you’ve already attempted this method and are seeing an error message, it’s best to reach out to the Support Team. They’ll be able to log the readings on to your account in time for them to be used as your opening meter readings and investigate what’s behind this error message.

    Hope these initial teething problems are resolved ASAP and you enjoy joining us on our journey to Plan Zero.

     

    OVO member but not got a smart meter yet? - Book today!

     

    Interested but not yet an OVO member? - Check out our plans!

     

    52 replies

    Transparent
    Rank 20
    TransparentSolved
    Rank 20
    April 11, 2018

    Updated on 13/09/23 by Abby_OVO

     

    Great to hear that you’re switching to OVO!

     

    Now we just need to sort out the issue you’re getting when trying to submit your opening meter readings on your online account or OVO app (download for Android or iOS). If you’re switching to us in the next 10 days we’d recommend submitting your opening meter readings as soon as the welcome pack arrives. If not, we’ll get in touch to remind you closer to the time. This should be a fairly straight forward process, check out the video below for how things should work:

     

     

    As you’ve already attempted this method and are seeing an error message, it’s best to reach out to the Support Team. They’ll be able to log the readings on to your account in time for them to be used as your opening meter readings and investigate what’s behind this error message.

    Hope these initial teething problems are resolved ASAP and you enjoy joining us on our journey to Plan Zero.

     

    OVO member but not got a smart meter yet? - Book today!

     

    Interested but not yet an OVO member? - Check out our plans!

     

    Save energy... recycle electrons!
      K
      Rank 1
      Kai_asokaAuthor
      Rank 1
      April 11, 2018
      Thank you! Very very helpful
        P
        Newcomer
        Paul99F
        Newcomer
        May 28, 2019
        I was erroneously switched away to Bulb just for gas last month. You've now switched me back and asked for meter readings, but I can't enter them. My account on your website just says 'Welcome to Ovo' and none of the buttons do anything.

        Ovo ID is ** edited by moderator **
        Transparent
        Rank 20
        Transparent
        Rank 20
        May 29, 2019
        @Paul99F - the timetable for switching gas accounts is governed by Xoserve who are the National Database for gas meters. They operate within the regulatory framework agreed with Ofgem.

        There is a system of Notifications which pass between all parties in order to protect the customer and ensure that your account is not being hijacked by a third party etc. This process includes timescales when objections can be raised for matters such as a mismatch of Meter Numbers or incomplete meter readings.

        Whilst this process occurs, OVO will only allow partial access to your online account pages. This is for your own protection. They cannot and must not attempt to speed up the process.
        Save energy... recycle electrons!
        L
        Newcomer
        lara
        Newcomer
        November 11, 2022

        I moved into a new flat and got the welcome pack on 5th November. In the letter OVO asks to submit my meter readings during 5-10 November. However when I clicked to submit my readings the website says “Problem has occurred” error message. Therefore, I cannot submit my readings in 5 days. Then, I contacted the live chat to get help with my problem, they asked my account number. After I gave my account number they say that there was a problem checking your account number. I am sure that my account number is correct, that is what I was sent by email and post. The live chat help even can’t get my account number. 

        Can you help me to submit my meter readings? 

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        November 11, 2022

        Hey @lara , welcome to the OVO Forum! :)

        Glad to meet you, I’m Blastoise186 and I’m one of the forum volunteers. How may I be of service? :D

        Did you definitely create an account properly after moving in? If not, you may need to get in touch with Support and check whether an account currently exists in your name at your new flat. If it doesn’t, they can set one up for you.

        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!
        Emmanuelle_OVO
        Retired Moderator
        Emmanuelle_OVO
        Retired Moderator
        November 11, 2022

        Hey @lara,

         

        Welcome to the OVO Online Community.

         

        Are you taking an account number from a letter to ‘The Occupier’ or is the letter in your name?

         

        Let’s get to the bottom of this!

        Renewable Energy? Big Fan.
        P
        Newcomer
        pk.roberts
        Newcomer
        April 3, 2023

        I’m currently trying to move to Ovo as my energy supplier, but the website where I should be able to input my opening meter readings seems to have been broken for a leat a couple of days (I’ve tried 2 different computers and 4 different browsers).

        https://smartpaym.ovoenergy.com/opening-meter-readings

        After suffering the useless chatbot and the online chat (with a human) unable to offer any solution, I waited for ages on the phone line to try and resolve this, but was told that even if I gave my readings over the phone, I might not be able to log on to manage my account  and there was no estimate of when this might be fixed. So my questions would be that if the website is broken, why is there nothing clearly indicating this on the website and is the customer service always this bad when things go wrong? I’m now stuck in limbo as I can’t create an account without the opening readings, but I’m not prepared to continue with this process unless someone can convince me that (a) this is not going to be an ongoing problem and (b) this has not been a cybersecurity reach

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        April 3, 2023

        Try logging in via https://my.ovoenergy.com instead.

        I’ll let @Tim_OVO know about this. The server probably just went down temporarily. It’s not a cybersecurity breach.

        It’s also possible you clicked on an old link that goes to a server which is no longer used. More info might be in my next comment.

        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!
          N
          Rank 8
          Nick Challacombe
          Rank 8
          April 3, 2023

          I have just logged in with no problem. Might I suggest that you Google OVO and pick up an up to date link to My OVO on there.

          l hope this may help if Tim@ OVO does not get back before.

           

          This site is very useful , I have been with OVO for about 2 years but recently went all Solar, heat pump and electric including car , chargers and batteries. All very complicated for my 80 year old Luddite brain but this site helped me a great deal.

           

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