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Meter Reading Problems

How to solve problems with your meter readings, from incorrect meter readings to reading disputes.

I gave an incorrect meter reading. What should I do?

Reading your meter should be straightforward, but we’re all human – and it’s easy to mistype a number, or mix up readings. Luckily, it’s also easy to fix. 

Here’s what to do:

  1. Take a correct reading straightaway. 
  2. Call us to submit the reading and tell us what’s happened.

If you don’t, both readings will go into your account and could cause a billing error.

How to contact us: 
 
Call us on 0800 5999 440: 
Monday to Thursday 8am - 8pm
Friday 8am - 7pm
Saturday 9am - 2pm
 
Email us at hello@ovoenergy.com, tweet us  or ask us on Facebook 
 

What if I’ve mixed up my day and night readings on an Economy 7 meter? 

You’re not alone – it’s super common. If you’ve got a traditional meter and the two rows of figures aren’t labelled, work out which is which with a simple ‘load test’.  FInd out more about Economy 7 here.

How to do the load test:

Just read both readings on your electricity meter twice on the same day – firstly in the morning (after 9am) and secondly in the afternoon or evening (before 9pm). Then email us at hello@ovoenergy.com with the following info:
 
Meter Serial Number: ***********
Date you took the meter readings: **/**/**
Morning meter readings and the time you took them: 
Time: **am
The day register ID and reading: R* - *****
The night register ID and reading: R* - *****
Afternoon or evening meter readings and the time you took them: 
Time: **am.
The day register ID and reading: R* - *****
The night register ID and reading: R* - *****
Do you have an electric heating system (e.g. storage heaters)? Yes/No
Register IDs are the little numbers or letters on the left hand side of the reading (e.g. R1/R2/L/N etc). Please don’t forget to include them.
 

Or, if you have a smart meter

  1. Press ‘6’.
  2. Press it three more times until ‘IMP R01’ appears on the display panel. This gives you your nighttime (off-peak) reading in kWh. 
  3. Press ‘6’ again to see ‘IMP R02’, which shows your daytime reading.

If the display shows that the reading you’ve sent us is definitely wrong, take a correct reading right away and get in touch to tell us about it.

Related FAQs

Meters and meter readings

From ‘how’ to take one, to ‘when’ and ‘why’.

Your smart meter installation

Find out what will happen after you’ve booked your smart meter installation – and what you’ll need to do on the day.

Smart meter troubleshooting

Discover what to do if your smart meter isn’t working as it should.

What if I think my opening meter reading is wrong?

Just get in touch with us – and we’ll take a look at it. If something seems wrong, we’ll open a ‘reading dispute’ with your old supplier. 

What’s a meter reading dispute?

Sometimes when we get opening or closing readings through, they don’t match up with what we think they should be (based on what we know about your home). So we ask your previous supplier for help. 


How it works:

You need to take two sets of meter readings, at least two weeks apart.
We’ll take a look at them and see if they look wrong.
If they do, we’ll contact your old supplier to start a dispute on your behalf.
This may mean that they change your final statement and bill.   
Once everything’s been sorted, we’ll create an up-to-date statement and drop you an email to let you know. Your old supplier should also update your account and send you a new statement if you need one.

While we investigate what’s happened, you won’t get a statement from us, but we’ll take your Direct Debit as normal. In short: your balance might not be 100% accurate while the dispute’s going on, but it’s nothing to worry about. 


How long can a dispute take?

It can take up to:

  • 12 weeks for gas. 
  • 12 weeks for electricity. 

Although it might take a little longer if we don't have enough – or the right – information. It might feel like a long time, but don’t worry. We’ll be working hard to sort it out, and will contact you as soon as we’re done.

Why have you opened my account with estimated readings?

Simply because, for whatever reason, we couldn’t set up your account with your opening meter readings. There are a couple of reasons why this may be the case. 

When we set your account up on our system, there’s a specific 10-day time period where we need your opening meter readings. If we don’t get them between 5 days before or 5 days after your start date, we’ll have used estimates. 

Also, if your meter readings are submitted on time but are disputed, we may need to open your account with estimates until we can resolve the dispute. 

To help busy people like you/everyone, we’ve set up monthly meter readings reminder in My OVO.

O​VO​ Energy Ltd, registered office 1 Rivergate Temple Quay Bristol, BS1 6ED, company no. 06890795 registered in England and Wales, VAT No. 100119879

Additional terms and conditions
Please see below for full terms and conditions on 33% renewable electricity, 3-5% interest rewards, exit fees and saving claims.

 

1Monthly cost - Representative monthly direct debit costs based on a non-economy-7, dual-fuel, medium user (3100 kWhs elec. and 12500 kWhs gas) paying in advance by direct debit, including online discount.  All rates correct as of 20/3/2018, but may go up or down.

2Weekly cost - Representative weekly costs based on a non-economy-7, dual-fuel, medium user (3100 kWhs elec. and 12500 kWhs gas).  All rates correct as of 22/11/2017, but may go up or down.

3Pay Monthly Savings claims: Saving based on the estimated annual cost of Simpler tariff for a non-economy-7, dual-fuel, medium user (3100 kWhs elec. and 12500 kWhs gas) paying monthly in advance by direct debit, including online discount. Comparisons made against the average of the Big 6 standard variable tariffs with equivalent features. All rates correct as of 20/3/2018.“The Big 6” are British Gas, Scottish Power, SSE, Npower, E.ON and EDF.

4Pay As You Go Savings are based on the average estimated annual costs for new PAYG OVO customers quoted through the OVO website (based on household and/or consumption information provided by those customers), compared to their current supplier and tariff. Comparisons taken between 01/01/2016 and 11/10/16. Incl VAT. Actual savings may vary according to your current supplier or tariff, individual tariff options, household information, consumption and location. 

We include almost twice as much renewable electricity as the national average: At least 33% of electricity in all of our tariffs comes from renewable sources. The national average, according to Ofgem as at March 2014 was 16.7%. For more information please visit this page.

33% of your electricity comes from renewable sources: 33% renewable electricity as standard as of 1st April 2015. Renewable electricity is generated from wind, solar, geothermal, wave, tidal, hydro, biomass, landfill gas, sewage treatment plant gas and biogas.

OVO Interest Rewards: Interest Rewards are paid on credit balances of customers paying by monthly Direct Debit. It is calculated at 3% in your first year, 4% in your second year and 5% in your third year (and every year thereafter) if you pay by Direct Debit. Interest Rewards are paid monthly based on the number of days you’re in credit and the amount left in your account after you’ve paid your bill. Full terms apply: https://www.ovoenergy.com/terms

95% of new customers save when switching to OVO: Savings based on the average estimated annual costs for all new OVO customers quoted through the OVO website, compared to their current supplier and tariff. Comparisons taken between 01/05/2016 and 11/10/16. Incl VAT.

94% of surveyed customers would recommend us: OVO conducted a survey of their customers in between 1st January 2016 and 15th April 2016. Out of 15,312 customers who responded, over 94% rated OVO 6+ when asked 'how likely would you be to recommend us to a friend and family, on a scale of 1 to 10.

uSwitch's Energy Supplier of the Year 2017: OVO energy was voted and awarded  'Energy Supplier of the year' and best for: Overall Customer Satisfaction, Most Likely to be Recommended, Value for Money, Best Deal for You, Customer Service, Billing Services, Energy Efficiency, Meter Services, Online Services, Green Services and Transfer Process. OVO Energy scored a 96% customer satisfaction score.

* EV - Everywhere, full terms and conditions: https://www.ovoenergy.com/ev-everywhere/terms

* OVO SolarStore (Beta), full terms and conditions: https://www.ovoenergy.com/ovo-solar-store/terms

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