sse claiming to have installed smart meters and ovo using neighbors smart meter to bill me

bbq_pizza

hi, i have gas and electric analogue meters on my property but sse claim to have installed smart meters (2020ish). since the switch over from sse to ovo, ovo have provided me with a IHD and connected it to my neighbors smart meters.   since then my neighbor has allowed me to take pictures of his smart electric and gas meters and both of ours IHD side by side showing exactly the same readings. the mpn number on my neighbors meters are the same numbers on my bills.

the trouble is ovo customer support are next to useless, with calls usually ending with them putting me on hold then hanging up on me. the only time i managed to progress is on the 15th march when i got through to their advanced resolutions team but since then nothing.

now im getting threats of debt collection agencies and still their billing me using my neighbors meter £800 last month

im looking for advice

bbq_pizza

my analogue gas and electric meters. my neighbors ihd next to mine

sevenhills

In which case it may be a good idea to put it in writing.

complaints@ovoenergy.com

Alnat1

And include those pictures of your meters in the complaint.

macman

Is your neighbour being billed on your MPAN, or someone else's? If it's crossed between you and him, the solution is relatively simple. If it's registered to a third party, then it's rather more tricky.

Scot_39

bbq_pizza said:

my analogue gas and electric meters. my neighbors ihd next to mine

According to the list at

https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/1126202/schedule-4-december-2022.pdf

If that electric is a

Actaris/Schlum/Sangamo/Itron SPA01 1 2 1 Single 728 15

It is already 34 years old (23+11) - so more than twice certified life.

Just wonder if the fitter actually fitted the new meters to the wrong property on his visit.  How long has the neighbour had Smart ?

Did you ask you neighbour if he has the same MPAN's / serial numbers on his bills too - but that is not to be too harsh - sort of his problem - not yours ?

Forget about others - you just want to issue a complaint, your pictures / meter serial numbers, your readings, your bills.

Do you have records going back to pre Smart installation.

When did you first spot the problem - mismatched manual readings vs billed usage ?

And how long have you been complaining - formally in the complaints process - not just talking to customer services - or A N Other dept - but actually in complaint process - given you say meter fitted c2020 ?

If more than 8 weeks - you could go to Ombudsman.

[Deleted User]

Talk to your DNO as this MAY be a crossed meter situation:

'How do I find my MPAN without an electricity bill?

If you’ve just moved house and don’t have a bill, contact the supplier directly to find out what your MPAN is. 

If you don’t know who supplies the energy to your new home, you’ll need to call the Local Distribution Centre (LDC) for your region. Check out our guide to who supplies your energy to find the number of the LDC for your area.' 

Apprise the DNO of the issue; give them your meter serial number and ask them to confirm whether the meter is linked to your address on the National database? If not, ask the DNO for the linked MPAN.

If you are in a crossed meter situation, you should write to your supplier and provide it with a photograph of your meter showing the meter serial number. Provide details of the MPAN that is linked to your meter serial number. Ask for the National database MPAN listing to be amended to your postal address. The linked meter will follow. DO NOT break the MPAN and meter serial number link as someone will be left with an MPAN and no meter, or a meter with no MPAN.

Once the database has been updated, the supplier should reverse any old bills and bill you against the correct meter.

Chrysalis

Wow thats crazy, you would think the systems would pick up that 2 IHD's are paired with the meters.

Scot_39

The original proposed HAN spec allows in theory multiple devices to connect to the meter.

It in many homes already allows comms to IHD and gas meter.

But as an alternative to ACLS used by many E7 / E10 NSH and hot water immersion systems - it was proposed other devices - could link over HAN - to say switch electric heating or even a washing machine on tariff drop etc.

Hargreaves1910

OVO seem to be pretty good at this. I currently have a case under investigation by the Ombudsman where an elderly neighbour was being billed for a 4 bedroom house a few streets away. OVO customer service were useless even though I kept sending photos of the meter with the correct readings. They have now admitted their mistake but still haven't corrected the situation. You may find the Ombudsman is your only way to get this sorted.

[Deleted User]

Scot_39 said:

The original proposed HAN spec allows in theory multiple devices to connect to the meter.

Nothing connects to any meter. The electricity meter has a physical connection to the comms hub and the gas and IHD use the HAN generated by the comms hub for their connections. SMETS 2 allows for up to 4 IHDs/CADs to be paired to a comms hub