I had my THTC meter removed 7 weeks ago and replaced with a single smart meter. When will the RTS meter be removed from my account? The presence of a second meter on my account blocks my ability to add Charge Anytime to my account.

I am in the same boat, switched 8 weeks ago. Billing is nonsense. They have readings from smart meter, but cannot somehow unraval two meter from old THTC into smart meter E10. Complaint raised, two weeks ago, nothing heard so far.

No "team" to resolve these switchs, passed overs so CS who have no clue and no idea how to sort out, saying its will take 2-6 weeks to sort it self out, then tell you no time frame to transfer/correct billing, its pending.

How many thousands are like this, now and in the future.

This switch needs a team, who can resovle the switch over BILLING issues.

Very poor service. 

​@Kirrimove You had a question a few weeks ago about your water heater, which I responded to with a suggestion about what may have happened and how to deal with it. You didn’t reply …

You say that your ‘billing is nonsense’. Have you had bills covering the period before and after the meter exchange? Or are you referring to the Billing details pages in your online account? Have you had a demand for payment of an amount you disagree with?

The change away from THTC might mean, among other things, that your supply gets a new or revised MPAN. This involves removing one of your old MPANs from the national database which keeps records of all supply points, and updating the one that’s left. This is an important change to the database involving several parties (OVO, SSEN, Elexon and possibly an intermediary data service provider); it has to be done carefully, in part manually, and it can take time - weeks rather than days. The smart team at OVO will want to wait until this process is complete before making any more changes to the meter, and it’s not unlikely that billing will take even longer to settle down. I suspect that only when the national database has been updated can the redundant MPAN be removed from your account  

There may be other changes I’ve no idea about involving third parties over which OVO has no control, but it all means that in some cases it will be weeks from the installation date before everything has fallen into place. Some customers will be lucky and find that it’s only a matter of days. But with hundreds of thousands of electricity consumers from Fair Isle to Portland going through this once-in-a-generation change, it won’t be plain sailing for everyone. 

This is pure speculation on my part, but it might help prevent knee-jerk reactions that aren’t likely to be of much use and could delay things even more. 

Did you get your hot water problems sorted out?

Hey ​@dougie72,

Did you manage to get Charge Anytime added to your account? I can’t see any updates so let us know if you need any further support 😋

Hi ​@dougie72,

Sorry to hear this is still ongoing, that’s really frustrating. To confirm, if you already had a complaint raised about this then our Support Team shouldn’t have raised another complaint, and should have reopened the old one. Have you been given complaint reference numbers? If it’s been raised to our Tech team, then our Support Team would have raised what’s known as a ‘CCSD’ ticket. If you ask for this reference they’ll be able to give it to you. If you’ve got a complaint open, you’ll also have one dedicated complaints handler who’ll remain in contact with you until this is resolved. If you’ve been told what your complaints reference number is, and have received an email from the complaints handler, I recommend that you reply to that email thread whenever you contact, as that’ll be picked up by the complaint handler, and will keep all contact tied into the complaint case. 

If your case has been raised to our tech Team via CCSD then there’s no timescale as to how long this will take to be fixed I’m afraid, but you can contact your complaints handler to ask them for any updates. Let us know how this goes - I really hope it’s resolved quickly for you.

Just like the original poster, I too have been given the run around by the CS team at OVO who frankly are a shambles.  I had my RTS meter replaced on 28th November last year and am still waiting on them removed the RTS meter from the national database.

I have spoken to and CS complained over several phone calls about the issue but nothing ever gets fixed.  My online account shows only one MPAN but my account on the OVO app shows 2 MPANS.  I have tried to change suppliers and they inform me that I cannot switch as the national database still shows my home as having 2 MPANS.

My previous phone calls have nor resulted in me receiving a complaint number but I will be phoning on Monday to complain AGAIN and this time will definitely be asking for one.