Disputed bills after solar installation

Fra2026

Hi all,

I’m looking for advice on a billing issue with OVO Energy.

In April 2025 I had rooftop solar panels installed. Since then, my existing mechanical electricity meter has started running backwards when I export excess solar electricity to the grid, and forwards when I import electricity.

I have regularly submitted manual meter readings with photos (still have photos), but my supplier has largely ignored these and has instead billed me using estimated readings. Some meter reader visits also do not appear to have been recorded on my account.

The supplier is saying the meter is “faulty” because it runs backwards and that my readings cannot be used. A smart meter installation is already scheduled for next week, after which they say they want a 3-month monitoring period before properly recalculating the account.

My concern is that:

1 - The meter still records import and export movement (just not separately)

2 - There is already historical usage data, submitted readings, and also total solar energy generation data from it's own digital meter

3 - My account is currently in debit based on estimated readings I dispute

It feels like there is already enough data to carry out a proper billing correction now, rather than waiting for another 3 months of data collection.

Has anyone dealt with something similar after solar installation on an older meter?
What should I do? Thanks in advance.

Peter999_2

After you get this resolved it would be a good idea to get a smart meter to replace the mechanical one. The smart meter will have specific entries for import and export. I've had one for years and it's worked fine with the solar export.

Netexporter

You should have reported the backward meter and got it changed. You have, albeit inadvertently, been engaging in energy theft, which is a serious crime. Best to come clean with Ovo and then any delay in changing the meter will be to their detriment.

QrizB

https://forums.moneysavingexpert.com/discussion/6665134/disputed-bills-after-solar-installation

Welcome to the forum.

In April 2025 I had rooftop solar panels installed. Since then, my existing mechanical electricity meter has started running backwards

In April 2025, your solar installers should have advised you to inform your supplier that you required a meter replacement.

Even if your supplier failed to do this, as soon as you noticed your meter running backwards you should have notified your supplier.

When did you first contact your supplier about this - April 2025? Or later?

I have regularly submitted manual meter readings with photos (still have photos), but my supplier has largely ignored these and has instead billed me using estimated readings.

Billing on estimates is the correct approach when the meter is malfunctioning.

The supplier is saying the meter is “faulty” because it runs backwards and that my readings cannot be used. A smart meter installation is already scheduled for next week, after which they say they want a 3-month monitoring period before properly recalculating the account.

Your supplier is correct. Meters are not meant to run backwards and doing so is a malfunction.

QrizB

You have, albeit inadvertently, been engaging in energy theft, which is a serious crime.

Indeed, see Section 13 of The Theft Act 1968.

https://forums.moneysavingexpert.com/discussion/comment/81954073#Comment_81954073

Fra2026

https://forums.moneysavingexpert.com/discussion/comment/81971825#Comment_81971825

Hi, thanks for the welcome.

The solar installers did not inform me about any new meter being required. I have even checked the paperwork they left, and there is no mention of this.

I can’t recall the exact time I first contacted OVO about this issue. I did raise it with them, probably a few months after the installation via live chat, but I don’t have copies of those conversations.

Scot_39

There is no NET consumption billing in UK domestic supply and Ovo are 100% right to reject your readings.

Its not clear when this might have switched from a you problem to an Ovo lack of response problem, as once aware they should perhaps have been expecting 2 reads if using them for import and export SEG payments so bokking ameter upgrade - but it sounds messy.

At the moment you are potentially - assuming the meter read true in both directions - essentially asking for export payments at normal import rates.

Your submitted cost = net reading (=import - export)x say c25p/kWh.

All but the best SEG rates are around 25% of import rates say 6p.

true cost = import x 25p/kWh - export x 6p/kWh SEG rate

For every exported kWh - at those just example prices - an attempt to falsely claim 19p.

Claiming full rate by using the meter readings - a real problem on your part - so I really wouldn't be attacking Ovo. They could turn very nasty and look at more than just billing correction.

Did you notify Ovo you were connecting solar ?

When did you first notify Ovo your old meter was running backwards ?

When did they start rejecting your readings ?

others that spring to mind

Why didnt you get your meter fixed / replaced in time for installation - you should / could have been advised to by Solar supplier(s) when surveyed ?

Did you or supplier register with DNO for export permission - before your supplier fitted / connected to export to grid - you had the solar system ?

Weee tfd installers MCS certified, and are you registered for SEG export ?

AFAIK The export meter reading on the kit - is just a monitoring / estimate device - its not a billing certified meter. You havent been seperately using it's figure to claim say SEG payments per kWh export ?

Arguably if Ovo supply meter was reading import and export truely - the sokar export might give you your best guestimate of true import - and so funds owed to Ovo vs bilking ovef last 12m.

IIRC SEG is not retrospective - you will only get paid once registered a certified and approved install with your supplier, with readings from / on their provided meter.

So upto 12m (less perhaps once Ovo clearly notified) import to pay for, zero export to offset worst case.

Qyburn

The installers should certainly have told you that a smart meter is required in order to get export payments. All those we dealt with checked at the quote stage.

Scot_39

https://forums.moneysavingexpert.com/discussion/comment/81971872#Comment_81971872

you might wang to ask Ovo for copies / dates - they could be important to your corrected billing.

Reed_Richards

@Fra2026 , were your solar panels installed under a grant scheme where you didn't have to pay for them? I ask because if you were paying for the panels yourself, you would surely have first investigated the financial benefits you might achieve. If you had done that, you would have learned that you could be paid for the "spare" electricity from the panels that you did not use yourself. But in order to get paid you would need the panels to be installed by an MCS accredited installer and you would need a smart meter to measure your export.

If you have a meter that goes backwards when you export, you are effectively getting "paid" a premium rate for your export, the same rate as you pay for your import. But that's not allowed; I'm surprised you didn't know this from the outset

QrizB

Getting back to the original post:

It feels like there is already enough data to carry out a proper billing correction now, rather than waiting for another 3 months of data collection.

What might not be clear to your supplier, or to you, is what proportion of your generated solar electricity you are using yourself and what proportion is being exported to the grid.

Without knowing this, it's going to be difficult to estimate how much grid electricity you've actually used in the year since the panels were installed.

The smart meter will measure import and export separately, so will provide some evidence upon which to base the recalculation of your bills since the panels were installed.