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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
    J
    Newcomer
    JM2
    Newcomer
    July 17, 2023

    Hi, yes all in right place. I gave them a call. Been some systems glitches. They have input reading for me. Hopefully all sorted now. Thanks for your replies. 

      L
      Newcomer
      Laws
      Newcomer
      February 1, 2024

       

      Reference thread: 

      which seems to also suggest I’m not the only one.

      I switched today to OVO. I have a smart meter. I received an email from OVO to say I should submit meter readings, even though I have a smart meter. I can’t submit my opening meter reads and get the above error message.

      Also mildly frustrating that I need a separate account to use the Forum, rather than just being able to login with my OVO account.

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      February 1, 2024

      Hi @Laws ,

      The support team can bypass that issue. Get in touch via https://ovoenergy.com/help and they’ll take a look.

      As for the forum account? It runs on a separate system from everything else which is why a different account is needed. This also protects your privacy while allowing non-OVO members to also take part.

      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!
        L
        Newcomer
        Laws
        Newcomer
        February 1, 2024

        Thanks @Blastoise186 - super helpful. 

        Do we know why this keeps happening? 

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        February 1, 2024

        Not at the moment I’m afraid.

        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
        February 2, 2024

        Did you get this sorted @Laws?

        Renewable Energy? Big Fan.
        L
        Newcomer
        Laws
        Newcomer
        February 2, 2024

        Yes thanks @Emmanuelle_OVO - I emailed hello@ovoenergy.com with my meter readings and an agent phoned me back to say they’d added them to my account and that switching from my old supplier would take some time but my readings were in line with my smart meter readings so that is communicating correctly, which is a relief. 

          G
          Newcomer
          Gary G
          Newcomer
          September 7, 2024

          Can’t send readings get message saying error check details, ( my details same as always?)

          I
          Rank 2
          IanFerguson
          Rank 2
          September 7, 2024

          Same here - "oops there's a problem" message appears every time I try to submit reading. Did manage to get through on 0345 072 9386 and give reading over the phone. (0330 number not available at weekends)

          E
          Newcomer
          evans.cm
          Newcomer
          September 7, 2024

          Websites issues sending readings!! does anyone know if its because it is the weekend? Their phone lines are closed as well! 🤨 Grateful for your help🙂

            Show more replies
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