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What do I do if I think my opening meter reading is wrong?

Get in touch – there’s a process to follow, but we can look into what’s happened and talk to your old supplier.

There’s a process to follow:

  1. You need to take two sets of meter readings, at least two weeks apart.
  2. We’ll take a look at them, considering the kind of home you’ve got, and some other factors.
  3. We’ll see if the pattern looks amiss.
  4. If it does look out of line, we’ll get in touch with the old supplier to start a dispute on your behalf.
  5. This may mean that your previous supplier changes your final statement and bill from them.   

While we investigate what’s happened, you won’t get a statement from us, though we will take your Direct Debit as normal. The process can take around 8 weeks for gas, and 14 weeks for electricity.

Why have you opened my account with estimated readings?

If we didn’t get opening meter readings in time, we would have used estimated ones. When we get your new account set up in the system, there’s a specific 10-day time period where we need your opening meter readings. If we didn’t get them between 5 days before or 5 days after your start date, we’ll have used estimated ones.

It’s not a problem – but it might be worth setting up a reminder in My OVO so you don’t forget your monthly ones. You might also be interested in why you should give meter readings. 

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