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Ceg1805
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March 13, 2021
Solved

New to OVO, either my Meter Point Administration Number (MPAN) or my Meter Serial Number (MSN) is wrong on ECOES?

  • March 13, 2021
  • 29 replies
  • 4676 views

Good afternoon all,

 

I’m after any advice on a very frustrating issue we’re having since moving in to our new home in January. I have spoken with the Ovo helpline 3 times now and keep getting nowhere (helpline directs me to email, email directs me to helpline and on and on on etc!). 

Our home has an MPAN number which corresponds with the name of the property. I’ve triple checked this with UK power networks. The name of the property is the same as the Royal Mail database, the title deeds to the house and the local council reference.  

It appears however that our meter serial number does not match with this MPAN, and is linked to another property name. We have spoken with neighbours, and there appears to be no house in the area by the name linked to our meter S/N, or certainly hasn’t been for 20+ years. The meter is a smart meter fitted in circa 2017, so it cannot be that old! 

 

The MPAN for our house is 100% previously supplied by Ovo - again I’ve triple checked the details with UK PN. So I’m guessing at this point that either:

 

  1. the MPAN database is incorrect, or;
  2. the serial number held by Ovo is incorrect for our meter

I’ve been through this conversation a few times with the helpline and never get anywhere. Does anyone have any tips as to how to progress? 

 

Thanks so much for any help,

 

Chris 

    Best answer by Blastoise186

    Updated on 15/07/25 by Ben_OVO

     

    If you believe your meter details are incorrect on the national database, the best place to start is by checking your statements to find the meter details listed on your statement and reaching out to customer support. They may require a photo of your meter. These similar topics may be helpful:

     

     

     

     

    That’s really strange and is supposed to be almost impossible. It sounds to me as if the records on the national electricity meter database ECOES need to be fixed. It’s shared between all suppliers and a few other trusted parties and is supposed to keep a record of all the meters you’ve ever had - including the serial numbers. I can’t access ECOES or your account with OVO myself and this forum can’t be used to share personal info, but this is something that definitely needs to be fixed, otherwise it will cause things to get worse.

    Could you double check that the right serial number is listed in MyOVO? If the right one shows up there (your MPAN and Meter Serial Number should also be on your bills), it might just be a case of getting your ECOES record updated with the correct details based on what OVO has.

    If they don’t match up however, this may need further investigation. I’ll see if I can ask @Tim_OVO for help with this. If you do contact the Support Team again, I’d definitely recommend going in via Live Chat or Phone via https://help.ovoenergy.com.

    If you keep getting stumped though, definitely give us a shout here again. We don’t give up easily!

     

     

    Have just had a long online chat session with Ovo using the info provided. For the record Asta was absolutely superb. Turns out that the MPANs for us and the new build next door were all completely messed up. Ovo supply next door and have just updated the ECOES database as their second supply to a garage had been registered incorrectly a few years back. I’ve now identified the MPAN we are served from with another provider which is under a totally incorrect name. They are updating that one on ECOES to the proper address. 

     

    I will then 100% be switching to Ovo - the customer service has been excellent!

     

    Thanks for your help. 

     

    29 replies

    Show previous replies
    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    February 19, 2024

    Hey @Speff,

     

    Sorry for the issues you’re having,

     

    If your meter serial number, or address is listed incorrectly on the national database we’ll need to get this updated. The first step would be contact the support team with a photo of your meter displaying the meter serial number, you are able to do this over webchat. Once we have all of the relevant information we can contact the national database to get this updated. 

     

    The support team can check your previous statements to see if the serial number or address were listed incorrectly when you were with your previous supplier. 

     

    There is also the chance that we have taken over the incorrect supply, and that your previous supplier held a different address or meter serial number. This is very unlikely with a migration, and more common when a customer signs up from scratch.

     

    Please keep us posted with how you get on. 

    Renewable Energy? Big Fan.
    J
    Rank 5
    jaybell
    Rank 5
    February 23, 2024

    Now that we know the new capped rates I am looking for  a new fixed price contract. However on enquiry and entering post code and address, new potential suppliers think I have an Economy 7 meter … which I dont.  Installed March 2023 is a smart meter and I’m being charged just one rate. 

     Why is this information wrong and how can I get out of this bind?

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    February 23, 2024

    Hi @jaybell , I think that meter is ‘capable’ of being an E7 meter - so perhaps it’s registered as that. It has various rate registers and also an export register (as you found some time ago).

    You should be able to specify E7 or not on a new tariff I would have thought 

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    J
    Rank 5
    jaybell
    Rank 5
    February 24, 2024

    Thanks bplightlog…. however somewhere is a central record of meters/mpans etcet so who can access it to correct incorrect info?   Obviously potential supplers use this central regisrty to find out ( and verify) customer details.  In my case the held info is incorrect and I need it corrected.   Because its now wrong I cant get a quote from any new supplier who  wants to know what my annual comsumption is on both date and night rates and you cant enter Zero into the latter.

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    February 24, 2024

    It would be the ECOES database that will need to be corrected.

     

     

    If you check the rest of the details are correct compared to your billing details then ask for it to be corrected 

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      Firedog
      Super User
      FiredogSuper User
      Super User
      February 24, 2024

      Installed March 2023 is a smart meter and I’m being charged just one rate. 

       

      Just to be certain: have you checked the meter itself to see whether there is more than one register counting consumption? Most smart meters have four registers, but how they’re named, labelled and accessed varies a lot from meter to meter. A photo of yours would help us help you.

      Another clue is your MPAN, which you should see on every bill:
        

       

      The Profile Class is different for single-rate and multi-rate supplies. 01 is the code for single-rate domestic supplies, while 02 is the code for multi-rate supplies. If yours is 02, that’s why external systems think you’re on a tariff like Economy 7.

       

      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
        Rank 5
        jaybell
        Rank 5
        February 24, 2024

        Thanks.  very useful info.   However my mpan showns an “01” in the profile class box .    as you mentioned , yes the meter will record different rates but shows only import/export and blanks.   So the record at ECOES may be wrong: how do i get this corrected so that potential suppliers can see that I only want one rate? The meter ( subject to lot of other issues, see my other threads) is only 1 year old and working correctly.

         

        Installed March 2023 is a smart meter and I’m being charged just one rate. 

        Just to be certain: have you checked the meter itself to see whether there is more than one register counting consumption? Most smart meters have four registers, but how they’re named, labelled and accessed varies a lot from meter to meter. A photo of yours would help us help you.

        Another clue is your MPAN, which you should see on every bill:
          

         

        The Profile Class is different for single-rate and multi-rate supplies. 01 is the code for single-rate domestic supplies, while 02 is the code for multi-rate supplies. If yours is 02, that’s why external systems think you’re on a tariff like Economy 7.

         

         

        BPLightlog
        Super User
        BPLightlogSuper User
        Super User
        February 25, 2024

        Hi @jaybell , from looking at this problem elsewhere, I believe it’s your supplier who needs to check and get this changed. 

        Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
          Firedog
          Super User
          FiredogSuper User
          Super User
          February 25, 2024

          You should be able to specify E7 or not on a new tariff I would have thought 

           

          I tried a few suppliers. In each case I was given the option to say whether I was looking for single-rate or multi-rate tariffs.

          @jaybell Which suppliers have you tried? I could see what happens with them with my overtly multi-rate meter (Profile Class 02) even though I’m currently on a single-rate plan.

           

          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. |
            Emmanuelle_OVO
            Retired Moderator
            Emmanuelle_OVO
            Retired Moderator
            February 26, 2024

            Hey @jaybell,

             

            I can see our Community Members have already given some great advice here. 

             

            If you believe your meter is listed incorrectly on the national database please contact the support team to get this information updated. 

            Renewable Energy? Big Fan.
            Show more replies
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