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Best answer by Emmanuelle_OVO

Updated on 06/02/25 by Ben_OVO

Hey @julesayre,

 

Welcome to the OVO Forum,

 

Sorry to hear you’ve had billing issues since getting a smart meter installed. Sometimes this is because we add a ‘billing suspension’ during the meter exchange and it may not have been removed. It can take up to six weeks for new meter details to be updated on an account following a meter exchange, as there is a lot of admin work to go on in the background.

 

It may also be that your meter details haven’t been updated to the new meter, or that the engineer hasn’t sent us the removal read of the old meter, or opening read of the new one.

 

If six weeks have passed since the installation I’d advise contacting the Support Team and sending in a photo of the white or yellow sticker on the meter showing the install and removal reads. Also a photo of the meter serial number, often appearing above the barcode. 

 

Keep us posted with how you get on. 

 

https://forum.ovoenergy.com/topic/show?tid=9725&fid=140

12 replies

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Johnchisholm
Rank 4
September 2, 2025

Thanks again for your insights into how this operates. As if by magic this afternoon it’s all been resolved, showing readings upto when the old meter stopped working followed by the initial reading taken by the Engineer of 00000, I have send the current reading which has been accepted.

There are further issues requiring an Engineer visit to replace Electricity meter, readings have not been sent to OVO since 26May. If all goes as well as replacing the Gas Meter I will be well satisfied, it’s just a pity it’s taken so long, appointment to replace meter 9 October. 
Everyone I have spoken to have been very helpful and apologetic that it has take so long.

Ben_OVO
Community Manager
Ben_OVO
Community Manager
September 3, 2025

​@Johnchisholm great news that the metering / billing has been amended, I really hope the next appointment goes smoothly to put an end to all of this for you. Let us know how it goes in October.

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