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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

    Show previous replies
    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    April 3, 2023

    Yes @pk.roberts , I’m not sure which service you use OVO or Boost but this page might help

    https://help.ovoenergy.com/categories

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      April 3, 2023

      I cannot seem to find any reference to that URL on Google, even by using Google Dorking techniques.

      However, I’ve gone ahead and submitted it to the Remove Outdated Content tool anyway.

      If it is incorrectly showing up in search results, this tool will knock it out of them. Google will then automatically choose something to replace it. OVO cannot force a selection though.

      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!
        J
        Rank 5
        jaybell
        Rank 5
        April 5, 2023

        Hi

        all the details received for my new account:  meter reading requested but on logging on site says meter details not available. tried 4 times  since Mar 30 and still no joy…..help!

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        April 5, 2023

        We can’t access the account from here I’m afraid. Try 0330 303 5063

        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!
        BPLightlog
        Super User
        BPLightlogSuper User
        Super User
        April 5, 2023

        Is this for your solar generation @jaybell or a standard electric feed?

        Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
        J
        Rank 5
        jaybell
        Rank 5
        April 5, 2023

        standard consumption

        Emmanuelle_OVO
        Retired Moderator
        Emmanuelle_OVO
        Retired Moderator
        April 6, 2023

        Hey @jaybell,

         

        Sorry for the issues you’re having,

         

        It might be worth contacting Support who’ll be able to advise if you switch has been delayed and make a note of your opening readings on the account. There may be a delay with confirming your meter details with your previous provider and the energy industry.

         

        Keep us posted with how you get on. 

        Renewable Energy? Big Fan.
        P
        Newcomer
        pmmg
        Newcomer
        July 5, 2023

        Just switched to OVO, and already starting to regret my decision. I've been trying for almost an hour to submit readings, both on the webpage and through the app, to no avail. Help tells me how to read meters (I already know and have the readings) or to contact this forum, but I'm genuinely unclear how other customers can help?

        To add insult to injury, OVO have in the midst of this sent another email asking for the readings, but of course I can't reply to their email to let them know there's a problem, or to send them the readings.

        It does look like I'll have to phone the support line, but as it's only open Monday to Friday, 8am to 6pm, and I work... Please tell me problems are rare and there are not long queues to wait to speak to someone when you phone. Or should I use the 14 day cooling off period and cancel this switch???

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        July 5, 2023

        Hi @pmmg ,

        Forum volunteer here.

        Live Chat is WAY faster and is also open on Saturday mornings: https://help.ovoenergy.com . If you get in there early this morning, you’ll be one of the first to get through.

        Alternatively, use WhatsApp and OVO will pick it up without you needing to be around. Make sure to include your name, email and account number in that

        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
        July 5, 2023

        Hi @pmmg That is annoying. Quite a few customers regularly report the same issue until the OVO IT settles down. 

        So on the app you don't see this?

        The best way i have used in the past is the OVO Twitter or Facebook pages if you struggle with the other ways to contact. It is quite often a useful way of contacting companies in general

        Both are official ovo support channels and the ovo staff there can access your account unlike here. 

        Send a private message via their  Facebook or Twitter page. Include your name, address, date of birth and account number to get passed security, along with your readings

        https://www.facebook.com/ovoenergy

        If you post how you get on i am sure it will help others.

        I have added an idea for ovo to consider, vote or comment if you like

         

        Show more replies
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