An erroneous transfer is when an energy supplier tries to take over a gas or electricity supply by mistake.
This can happen for a number of reasons:
Your details have ended up with the energy supplier by mistake – this is more common if you live in a flat or new-build.
Your meter details are incorrect on the national database that all energy companies use.
There’s been a human or systems error at the energy company.
You have related supplies and the new supplier has only taken one.
In very rare cases, your details may have been used fraudulently to apply for a switch.
As a customer, you’re protected by the ‘Erroneous Transfer Customer Charter’, which all energy suppliers need to follow. You can read more about that here, or keep reading for more information on what we’ll do to help you.
It depends on the circumstances. If you want to switch to OVO, but we’ve taken over the wrong supply, it may hold up your switch for as long as 4-6 weeks after we’re told about it.
If you didn’t ask to switch to us, or if we’ve made a mistake while cancelling your transfer, we’ll start switching your supply back to your previous supplier as quickly as possible – usually within 25 days. However, it can take as long as 10 to 12 weeks, and in some cases longer.
An MPAN (Meter Point Administration Number) is the number that identifies your electricity supply. The MPRN (Meter Point Reference Number) is the same thing, but for your gas supply. These numbers allow energy companies to identify your home.
When you join OVO, we ask you to check these numbers before your cooling-off period ends. That’s to make sure we take over your home’s supply – and no one else’s.
You’ll find them on a bill from your old supplier. If you can’t find them, call your old supplier, or call 0330 303 5063 with your MSN (Meter Serial Number) to hand. Alternatively, you can contact your District Network Operator to find out (you can check which one covers your area here).
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