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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

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juliamc
Rank 20
juliamc
Rank 20
May 8, 2023

And another one now…

 

    A
    Newcomer
    Actongrumpy
    Newcomer
    May 9, 2023

    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?

    I have the opposite problem.  My current bill says they cannot state a charge for gas as the meter is not sending readings - send a reading.  When I click on ‘ send a reading ‘ it states that the meter is sending readings automatically and there is no need to do anything!  The meter reading page shows no readings are being sent and the usage page shows no gas readings since the 7th May.  I can’t see a way of sending a manual reading.  Anybody any ideas?

    Abby_OVO
    Community Manager
    Abby_OVOSolved
    Community Manager
    May 9, 2023

    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.

     

     

     

    Currently Playing: She's Electric
      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      May 9, 2023

      Hey @Actongrumpy,

      Sorry about the issues you’ve run into.

       

      We don’t have account access here at the Forum so we can’t see any details like your meter readings. It is unusual but we have been getting reports of this on the Forum elsewhere today, and we have raised this internally to get some more information on this.

       

      Currently Playing: She's Electric
        H
        Newcomer
        Heather Dillon
        Newcomer
        May 9, 2023

        I've also received a letter saying the same but checked account and all readings are from smart.

        This was quite worrying when I first read the letter.

        D
        Newcomer
        Dubby
        Newcomer
        May 9, 2023

        I've also received a letter saying the same but checked account and all readings are from smart.

        This was quite worrying when I first read the letter.

        It was a bit of a shock, especially when it suggested I might now be in debt...

        Abby_OVO
        Community Manager
        Abby_OVO
        Community Manager
        May 10, 2023

        Hey @Dubby 

        Sorry for the concern caused by this - to reassure you - you’ll be billed to the meter readings on your account, have a check at your latest statements to see how much you’ve been billed, and that you’ve been billed to actual meter readings.

        Take a look at these handy posts to find out more on how to view your bills and how we bill you:

         

        Currently Playing: She's Electric
        D
        Newcomer
        Dubby
        Newcomer
        May 10, 2023

        Hey @Dubby 

        Sorry for the concern caused by this - to reassure you - you’ll be billed to the meter readings on your account, have a check at your latest statements to see how much you’ve been billed, and that you’ve been billed to actual meter readings.

        Take a look at these handy posts to find out more on how to view your bills and how we bill you:

         

        That's good to know, thank you. However, why was that letter sent out, particularly when it was clearly wrong?

        A
        Newcomer
        annacalm
        Newcomer
        May 10, 2023

        Hi

         

        Yes, we have received one of these letters as well, and also stating a 9 month timeframe, which doesn’t make any sense; so I’m glad others are querying this too. Our account has always shown up to date energy usage, and the Smart Meter icon on the account page has always stated OVO is receiving information from it. Also, supporting the idea this may be an error, how could it take 9 months for a company to realize its meters aren’t working?

        I look forward to seeing what OVO's response to this is.

        Abby_OVO
        Community Manager
        Abby_OVO
        Community Manager
        May 11, 2023

        Hey @Dubby,

        That’s a very understandable question and we have raised all of this internally. When we have any more information on this, I will come back on this thread to let you know more.  

         

        Currently Playing: She's Electric
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