HI
Whilst it may not fit perfectly within the remit of Ideas, it’s something I want to flag. But I notice the examples you’ve given seem to be describing different experiences. The last one is a very old topic. I’d love to find some consensus on the experience of submitting this opening reading.
Do you all have smart meters? Did you all get emails prompting you to submit readings?
When I understand a bit more what we’re seeing I’ll get anything raised that needs raising.
+3I’ve just moved to Octopus and they also asked me for opening readings even though I have a smart meter. It didn’t make sense but I did email them after being asked a couple of times. My closing OVO reading is shown as an estimate !!
My experience was this:
Switching from EDF using smart meters that were installed within last 2/3 years. I didn’t receive an email asking for readings so assumed that the “smart” meters did their job and at point of switch both OVO and EDF automatically got an end figure/starting figure. I switched to use the Anytime add on and was aware from here that I could add it from MyOVO account. The picture above is my screenshot of what I was able to see when logging into MyOVO.
It had zero functionality and would only go back to log in screen. I called OVO 8/9 time’s several with the call being answered only for nobody to speak but I could hear lots of people talking and laughing loudly in the background. I eventually spoke to a lady who said my electric meter was not giving a reading and it might be that the serial number was wrong. She asked me to submit a reading on the website. I had already explained it didn’t work. We reached an impass where I was being asked to submit a reading before my account could progress even though OVO system wouldn’t let me!
So far very unimpressed with OVO call centre. This place seems the only sensible option.
PS 24 hrs later a meter reading apparently worked via “smart” and I can now progress my account.
+5So far very unimpressed with OVO call centre. This place seems the only sensible option.
PS 24 hrs later a meter reading apparently worked via “smart” and I can now progress my account.
Do you mean this forum
Although not widely publicised, smart meters do take a little time to get back in sync when switching
HI
Whilst it may not fit perfectly within the remit of Ideas, it’s something I want to flag. But I notice the examples you’ve given seem to be describing different experiences. The last one is a very old topic. I’d love to find some consensus on the experience of submitting this opening reading.
Do you all have smart meters? Did you all get emails prompting you to submit readings?
When I understand a bit more what we’re seeing I’ll get anything raised that needs raising.
No, just a message saying you were unable to submit the meter readings I provided.
No, I don't have a smart meter.
Yes I had received an email asking me to submit meter readings, a second email requesting readings was sent as I was trying, and failing, to be able to submit readings.
And, predicting a possible follow up question, yes the readings were correct and I have had no problem submitting meter readings using apps to previous suppliers
Thanks for coming back to my on this.
So
So perhaps we can narrow down this feature idea to be targeted at fixing the issue for non-smart meter customers who can’t submit their reading?
+2The last one is a very old topic
Although the last thread was old, the last case was 3 months ago on that thread
+2Thanks for coming back to my on this.
So
So perhaps we can narrow down this feature idea to be targeted at fixing the issue for non-smart meter customers who can’t submit their reading?
Perhaps, I think you would need to do a good trawl to pick up and check any other cases to be sure.
Some cases are probably due to not actually been able to log in which i know you said very recently is being worked on which is great
I have just bought a house and have opened a new account with OVO as they are the current suppliers. I want to submit opening meter readings but the website won’t allow me to do that. I get a message saying there are no longer any meters associated with this account. Can anyone help with this?
+1Howdy
The name’s Blastoise186 - I’m one of the Forum Volunteers around here. Good to meet ya!
That… Does sound a bit strange… In fact, it’s not something I’ve seen before either…
I think the best bet in this case is to have a word with the Support Team in the morning. You can do that via either Live Chat at https://ovoenergy.com/help or by calling 0330 303 5063.
Hope this helps
Hey
I’m glad to see one of our volunteers has already stopped by with some really helpful advice here.
Something definitely doesn’t sound quite right and I’d definitely suggest contacting the Support Team to take a look at what might be going on to cause that.
Keep us updated with how you get on.
My first though is that you may have been a bit too quick off the mark for the system to be updated and it hadn’t reallocated the meters to your new account yet.
(So it wasn’t actually a case of ‘no longer’ but was ‘not yet’).
Second thought, and this might sound daft but does happen. (Particularly in rental properties).
You have registered on the websited using your new account number and not the old one from the previous owner?
I ask because that previous account would have had the meter association removed as the meter(s) should now be associated to your newly opened account.
Morning
Have you spoken to our Support Team yet? I’m hoping this has all been sorted now? Here’s some handy guides for getting everything set up, and for using our online and app services:
Let us know if you’re still having issues and we’ll do our best to help!
Cheers 😁
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