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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
    P
    Newcomer
    pmmg
    Newcomer
    July 5, 2023

    Thanks everyone for the info, I have previously used Facebook, but not currently on any social media. Just been trying again, but still the same message. Wonder how many annoying reminders I'll get from OVO between now and Saturday

     

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      July 5, 2023

      Thanks everyone for the info, I have previously used Facebook, but not currently on any social media. Just been trying again, but still the same message. Wonder how many annoying reminders I'll get from OVO between now and Saturday

       

      I suspect a few more messages... It really isn't great as this isn't an isolated incident unfortunately.

      I do recommend you don't wait till Saturday in case they start your account off with an incorrect estimated reading which can cause a different set of issues

      .. 

        Abby_OVO
        Community Manager
        Abby_OVO
        Community Manager
        July 6, 2023

        Hey @pmmg 

         

        Have you been able get your meter readings submitted? If not, we can see if we can help you further.🙂

        Currently Playing: She's Electric
        A
        Newcomer
        Alice Julia
        Newcomer
        July 16, 2023

        I submitted my gas meter reading ok but apparently there’s a problem with my electricity meter reading. I have submitted my details and tried again to no avail. I have been with ovo for many years and still have the same manual meter.

        BPLightlog
        Super User
        BPLightlogSuper User
        Super User
        July 16, 2023

        Can you post a photo of your meter @Alice Julia ? Someone may be able to suggest something 

        Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
          Firedog
          Super User
          FiredogSuper User
          Super User
          July 16, 2023

          Can you see your previous readings on this page? Compare the new one with the previous ones. Could you have submitted too many or too few digits?

          Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
            J
            Newcomer
            JM2
            Newcomer
            July 17, 2023

            I have tried over the last 2 days to submit an electricity meter reading manually.I keep getting “ Oops there is a problem “ message. I have received a bill for the period 16th June to 16th July but it only refers to the usage up to my last reading on 30th June which I gave because of the change in the energy cap after this date. Bizarrely it includes daily standing charge up to 16th July. My account says next reading due 17th August. I thought we were meant to input data every month by 16th. Why would this be?

            BPLightlog
            Super User
            BPLightlogSuper User
            Super User
            July 17, 2023

            Hi @JM2 , that sounds as if your recent attempt got logged despite the error message. Can you see any readings on your account (if you have access)?

            https://account.ovoenergy.com/meter-readings?

            Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
            J
            Newcomer
            JM2
            Newcomer
            July 17, 2023

            Hi, yes can see readings . Last one was 30th June. Latest attempt not registered.

            BPLightlog
            Super User
            BPLightlogSuper User
            Super User
            July 17, 2023

            Hi, yes can see readings . Last one was 30th June. Latest attempt not registered.

            Ok - can you see that your reading that you’re trying to input is in the right area (numerically) .. sorry not trying to say that you can’t input correctly but just wondered if you missed a digit?

            I’m not surprised at the standing charge being up to date … that’s normal with their live billing even if a reading isn’t available

            Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
            Show more replies
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