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Diff99
Rank 1
October 2, 2024
Solved

Why is a photo of my meter required?

No usage of electric in app , customer service saying supply not energized,energy tariff not on.Why do customer service insist on a photograph

of smart meter showing serial number? Customer service say it's "important",why?.It seems all very vague,a technical answer would be very insightful.Example would a photo show a meter that is duff even though energized,there is nothing similar in forum.Customer service not giving proper feedback.

Firedog
FiredogBest Answer
Super User
October 3, 2024

… customer service saying supply not energized,energy tariff not on.Why do customer service insist on a photograph
  

De-energizing means removing the main fuse. If this happens because an authorized engineer removed it the central database will make a note of it. The supplier will also have been alerted when this happened.

If the main fuse was removed, the seals on it will have to have been broken. A photo would show whether this was the case, even if it was subsequently replaced, e.g. by an unauthorized person. 

The main fuse belongs to the electricity distributor (DNO), and they (or those they authorize, like meter engineers) are the only ones allowed to touch it.

It’s not clear what you mean by no usage of electric in app. Are you saying that although you’re using electricity, the OVO Energy app isn’t showing any usage data?

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. |
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5 replies

Blastoise186
Super User
Blastoise186Super User
Super User
October 2, 2024

Long story short, detailed technical answers aren’t always available upfront. It’s better to allow OVO to gather ALL the details first, then have them give the answers.

Please provide OVO with the info requested - this will help OVO Support figure things out.

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    Nukecad
    Super User
    NukecadSuper User
    Super User
    October 2, 2024

    .Why do customer service insist on a photograph of smart meter showing serial number? Customer service say it's "important",why?.

    Short answer - Because if the meter serial nember recorded to your account is wrong then that will be a problem.

    (I know because I have had that problem myself in the past - mistakes happen, it might be something as simple as a typing mistake).

    So they need to double check that meter number, and you sending them a photo of the meter number is the quickest way to do that.

    I said, Hey - Watts going on.
      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      October 3, 2024

      Hi @Diff99 

       

      Sorry to hear this.

       

      As two of our volunteers have already mentioned, the best thing to do would be to submit the photo as soon as possible, the Support Team don’t ask for photographs unless it’s for a good reason.

       

      If for example the meter details were incorrect such as the serial number or the status of a meter supply, then we can’t know for sure unless we see the meter, that’s why we’d ask for a photograph, so the team can see the meter itself. Those are just a small number of the reasons the Support Team might ask for photos of the meter.

       

      It sounds like the team might want to be sure whether the meter is de-energized or not and that’s why they’ve asked, but as we don’t have account access here at the Forum we can’t be sure of the exact reason.

       

      The best thing to do would be to submit the photos, and you can ask the team for more detail on why, if you wish to do so.

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      Nick Challacombe
      Rank 8
      October 3, 2024

      I agree with the other replies, please send them the ‘photo’s they ask for, I found when I did that the answer to my question took very little time to come through. They would not ask if they did not need it, it is quite normal and do not forget most of their customer are not technical, like me, and it helps both sides to better understand your problem. Customer service at OVO in my experience and being over 80 years old, is as good as you can get in this computerised age.

        Firedog
        Super User
        FiredogSuper UserBest Answer
        Super User
        October 3, 2024

        … customer service saying supply not energized,energy tariff not on.Why do customer service insist on a photograph
          

        De-energizing means removing the main fuse. If this happens because an authorized engineer removed it the central database will make a note of it. The supplier will also have been alerted when this happened.

        If the main fuse was removed, the seals on it will have to have been broken. A photo would show whether this was the case, even if it was subsequently replaced, e.g. by an unauthorized person. 

        The main fuse belongs to the electricity distributor (DNO), and they (or those they authorize, like meter engineers) are the only ones allowed to touch it.

        It’s not clear what you mean by no usage of electric in app. Are you saying that although you’re using electricity, the OVO Energy app isn’t showing any usage data?

        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. |
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