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ian_macky
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May 8, 2023
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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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Newcomer
Dubby
Newcomer
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.  

 

Thank you

    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    May 11, 2023

    Hey @annacalm 

    Sorry for any confusion that may have been caused by this letter. 

    It is unusual, and we’ve had other reports of the same letter in other topics so we have raised this internally. Thank you for the feedback on this, we’ll see if we can find out more. 

     

    I’ve linked to a similar thread that is active at the moment with reports of the same letter:

     

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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