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ian_macky
Rank 1
May 8, 2023
Solved

Letter advising no reads- But smart meters are working!?

  • May 8, 2023
  • 22 replies
  • 392 views

My Ovo Energy is showing correct daily readings for both electricity and gas, up to today, and my bills show actual rather than estimated readings but I have been sent a letter from Ovo Energy (with correct name, address and account number) saying I need to send them readings because my smart meter hasn’t sent them a meter reading for over 9 months.  Is this some sort of error on Ovo’s part or a scam?

Best answer by Abby_OVO

Updated on 17/05/2023 by Abby_OVO

Hey @ian_macky @Dubby

We recently encountered several reports on the Forum of an issue regarding letters being sent out warning customers that we’d not received a meter reading for over 9 months, despite successful readings from smart meters. We really appreciate all of our community members’ feedback on this issue.

 

We raised this matter internally and this is now under investigation. It does appear that there’s been a system error that has led to this, but the team will be looking into this in more detail, to see why and to prevent such an error in the future. All further communications have been stopped for the time being while this is investigated.

 

We apologise for any inconvenience caused by this matter.

 

 

 

22 replies

D
Newcomer
Dubby
Newcomer
May 6, 2023

I check my OVO account daily, just so I know how much energy we're using. Therefore, I was surprised today to get a letter from OVO warning me that I might be building up a debt as they've not received a smart meter reading for over 9 months. When I look at my account it clearly shows meter readings for every day.

I also took part in all the Shift and Save events so surely this is a mistake? Unfortunately I can't speak to anyone at OVO as it is a Saturday which is frustrating. I'm now terrified that we're actually in debt when I thought we were managing our account sensibly.

Has this happened to anyone else?

juliamc
Rank 20
juliamc
Rank 20
May 6, 2023

Do your meter readings show the word Smart alongside them? Does your account balance look right in regard to your bills and the amount you’ve paid? Does the letter have your correct name address account number etc.? 

D
Newcomer
Dubby
Newcomer
May 6, 2023

Thanks for replying. Yes, the meter readings have smart written next to them and all the details are correct. The account balance is as expected,  I've checked it every day for the last year!

juliamc
Rank 20
juliamc
Rank 20
May 6, 2023

Then I would think it’s highly likely to have been a mistake at OVO Towers. You could try sending a private message on Twitter or Facebook to Ovoenergy to see what they say. 

D
Newcomer
Dubby
Newcomer
May 6, 2023

I hope it is! I'll see if I can do that, thanks. 

    A
    Newcomer
    Andysteve
    Newcomer
    May 6, 2023

    I also received a letter today saying no smart meter readings for 9 months. I went straight on the OVO app and readings for elec and gas are up to date and also checked reading history all good going back 12 month. Payments up to date as they charge daily. Very confusing.

    D
    Newcomer
    Dubby
    Newcomer
    May 6, 2023

    Not just me then! I'm guessing as your letter says 9 months as well it is just an error, bur confusing nevertheless. 

    S
    Newcomer
    Saroar
    Newcomer
    May 6, 2023

    Relieved to know it’s not just me who received this letter & is also baffled by it. Always check my app & take screenshots etc. Clearly shows they get daily readings and they are correct. My meters, app & smart meter all have the same readings for today too. Hoping it’s just an error but will be phoning in Tuesday.  

    D
    Newcomer
    Dubby
    Newcomer
    May 6, 2023

    Relieved to know it’s not just me who received this letter & is also baffled by it. Always check my app & take screenshots etc. Clearly shows they get daily readings and they are correct. My meters, app & smart meter all have the same readings for today too. Hoping it’s just an error but will be phoning in Tuesday.  

    At least 3 of us then! Hopefully it will be sorted out easily...

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    May 8, 2023

    There have been a couple of similar instances reported recently @ian_macky . It seems safe to say it’s an error but useful to keep an eye on your readings. Smart meters do occasionally slip out of connection 

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