That’s a very good question, which I was rather hoping wouldn’t come up. TOU Rate 1 should be the peak rate register , while TOU Rate 2 is for offpeak - but we have seen cases where they were the other way round. To be sure, tomorrow morning take a pair of readings at, say, 09:00. Then another pair an hour or two later. The one that has increased is the peak register. If it’s not TOU Rate 1, I think there’s another change that OVO will have to do remotely when they decide they’re able to. I’ve got my fingers crossed for you! 

Hey @connorsbjc 

Sorry you’re still having some issues, but I’m so glad to see Firedog is helping you through a lot of this.

If you’d be able to do what Firedog’s suggested in the last reply, you’ll be able to tell which is the peak and which is off-peak.

Keep us updated with this and how you get on.

Thanks I have sorted that bit now.

Tou 1 is Peak.

Was again in contact by phone with Ovo this morning to find out why they haven’t yet done the reconfiguration of my meter remotely after a week. I eventually got the advisor to understand my problem & she went to a colleague & came back with the answer that they didn’t have all the details of my meter & will have to wait until they do. What details do they need one wonders ?

I am going to go quiet now for a week & see if there is progress .

I am paying approximately 50p day more for heating than I should,which is acceptable for a short period,hence the reason I am pushing them to get the meter reconfigured.

At least they got that bit right!

That sounds like a good plan. Meanwhile, if you have switches for your heating equipment, you could try for the time being having them on only during the night (would that be 01:00 - 08:00 BST for you, or some other local E7 variant?). It might not work as well as having the daytime boosts, but it could save you those 50p a day ... 

Thanks.As it stands now this is my scenario.

The power to the heaters is only available to me between 1am/8am, of which 4hrs is the peak.

I only switch the heating on for the 1am/8am period,but usually get up by 6am to turn it off early.

So in the few hours the heating is powered it gives me enough heat for the day.

Those few hours after 1am the power is on is where the 50p extra comes in so I can’t avoid it.

The only concern I have is not knowing when it will all be corrected.

Maybe my next post will have good news ‍♂️

Not had any more news from Ovo in the last 2 weeks with regard to my meter issue.

BUT, just had an email from them to say my meter is not sending readings & they are sending an engineer.

Apparently he is going to change the meter ‍♂️

I can only hope that is the problem, if not we begin again.

Does anybody know a way of escalating this beyond advisors who read from a script ?

Hey @connorsbjc,

Sorry to hear this,

I hope that the meter exchange resolves this issue. If you’d like to escalate this further there is the option to raise a complaint. 

Thanks . 

Hi still got a problem OVO don’t seem to know how to fix. OVO changed my THTC meter to Economy 10 on 4th September.

They wrongly commissioned the meter to Simpler Energy on1rate.  Contacted OVO and the Resolutions team the next day and they have just managed to change the tariff to Simpler Energy Economy10, yesterday 21st October. 46 days to change Tariff. 
Unfortunately for me the storage heaters are not getting a charge at Economy 10 off-peak times. Been in contact today to tell them and once again they can’t give me any solutions to how they are going to fix this. It’s getting cold here in Dundee Scotland. 
I have had 2 engineers out to look at meters and wiring, both from England who say they are not

familiar with THTC, Economy 7 and Economy 10 tariffs and can’t fix my problem. 
I see other people have similar problems. 

Hi Noz1954.

Join the club.

My new meter will be replaced again on Thursday but I have my doubts about the results.

I am supposedly on Eco 9 but my heating comes on at 1am at peak rates & nobody has done anything about it.

So much incompetence in one company 

Is there anyone on this forum who has any influence at all with Ovo ?

We can’t go on indefinitely with these problems. I would like a stress free life !

Can we move off these tariffs that need to be accessed at various intervals and onto a flat rate for everything ?

At least we would be in control and not reliant on signals in the ether ‍♂️

Does anyone know if it’s possible to change to Octopus energy with my Ovo meter & try and resolve this impasse ? They seem a lot cheaper too 

Hey @connorsbjc,

As we’re a customer Forum we can try and offer advice and support as we don’t have account access being a public space. If you’d like to speak with someone directly about your account and tariff you can contact our Support Team. If you’re waiting on a meter replacement due to an issue we wouldn’t recommend switching to another supplier as it could lead to further complications as typically the meter needs to be working in order for the switch to work correctly. 

As @Emmanuelle_OVO has pointed out above you do have the option to raise a complaint if you’d like to escalate this. One of our resolvers would investigate this issue with you and support you in getting to a resolution. 

I hope this helps! 

Thanks for your comments.

I am trying to be patient but not doing too well.

The meter replacement due for tomorrow has been cancelled so again in Limbo .

I will wait until I have a fully functioning meter then change supplier.

Brian

I have also today lodged a complaint via email & intend to forward it to the Ombudsman soon 

Hey @connorsbjc, 

I’m sorry it’s been stressful for you. Now that you’ve lodged a complaint you’ll have a resolver who’ll manage the case for you and hopefully be able to get this all resolved. 

I appreciate you taking my advice on not switching until you have a functioning meter as the last thing i’d want is for you to have any further issues. Fingers crossed they can get this meter exchanged soon for you. 

If you need any more advice let me know and happy to support where we can 

Thanks Chris,

We have had a response already.

It is clear the advisor hasn’t read my email properly or taken on board any concerns I have & says he is sorry for the issue which” multiple supervisors “are looking into and if I have anymore questions to get in touch ‍♂️‍♂️‍♂️‍♂️

I have asked them to amend my online bill for £1750 to the correct figure of £130 & he ignored my questions on that .I was told on October 8th my bill would be corrected in 10 days.

I am at a loss as to what can be done as there is no sign of a Resolver on the case.

Brian

We complained that the response to our complaint was inadequate & asked for it to be escalated.

At last we had a response from an account management agent who was clearly on board.

He has updated the online account to show we are in credit 👍 & is sending an engineer to investigate why the storage heaters are not being charged on off peak rates.

One great step for mankind 🙈

I can go quiet again & will update when/if things are resolved.

Thanks to the forum moderators who have listened to my ramblings

I think that’s the first we’ve heard of a billing error on your account. What’s the address of the page where you’re seeing your ‘online bill’? Once we know what you’re looking at, we might be able to ask the right questions to find out what’s going wrong. Do you pay by Direct Debit or on receipt of bill (‘On Demand)’?

There’s some evidence to suggest that Billing are having trouble coping with the many migrations away from RTS-controlled systems - particularly of THTC customers in Scotland - and it’s going to take some time before they get everyone’s accounts working smoothly on new tariffs. 

Hi

my billing was wrong from the start on 3rd October. Someone put in silly figures & not the ones given by the engineer who removed the old thtc. 
As of today they have finally got it right which is a huge relief.

Still got the original problem of the meter not clicking over my heaters at the Eco9 times.

Once they sort that out I am off to Octopus 

Hey @connorsbjc,

I’m happy to hear that progress has been made in the billing department and that it’s a relief for you. Now the focus can be on making sure the meter issues are investigated 

Thanks.

I reckon we are overpaying at least £20 month due to the meter not switching to off peak.

I wonder if I can claim a refund until the issue is fixed as the fault is not mine.

It really does seem that Ovo has a major problem it doesn’t know how to fix .

3 weeks now with the meter not switching correctly,again promised they would send an engineer to look at the meter,but heard no more ‍♂️

We would really like to know if they have a way out of this impasse or if a solution is even forthcoming.

Not being told what is going on is very poor customer service.

Is that the only outstanding issue with the new installation? If so, then I don’t think there’s anything a visiting engineer can do that you can’t do yourself. The correction to the switching times is done remotely.

Do you know what the timings should be for your Economy 9 tariff? They’re not easy for me to find. They should be given on your Plan page, but that might not have been updated yet. You should have had an email confirming the new tariff, and that may contain the timings.

Economy 9 is

GMT   3am to 6am /12pm to 3pm/7.30pm to 10.30pm

my main consumer electricity conforms to these times , not the heaters.

my heating has only come on at 1am to 8am BST this last month since meter installed.

If the correction can be done remotely then why has it not been done,thats what nobody can tell me .