RTS (Radio Teleswitch Service) Shutdown Update

I see. Please post photos of your current setup and I’ll ask ​@Lukepeniket_OVO to analyse them. He might have a solution yet!

Here's the setup. I've posted on this forum before, so more details are here

That said, the end result of that was still waiting for a private electrician to have a look at it before I can proceed. I'd be delighted if Ovo could just install a smart meter as is.

So my uncle and I both waiting for the engineer to arrive to change meter. he called my Uncle and said will not be coming today as needs a 3 phase engineer. We are getting quite fed up with this now. I am away to phone OVO again. This is the third time I have made arrangements to be there for the appointment to support my elderly uncle. No progress. 

I have went out of my way to supply OVO with all the required information. 

I tried to email them the email from SSEN about it being a looped supply - and preciously got OVO to add my email to my uncle’s account - he has no email - but the email got bounced back as it said email was not associated with the account. Very frustrated. 

Hey ​@thelearner, 

I understand your frustration with the cancellation. If the appointment was cancelled with less than 1 working day's notice, you might be eligible for a £40 credit. Take a look at our Guaranteed Standards of Performance for more information.

When you speak with our Support Team as them to verify the email address that’s attached to the account as you’ve had an email returned. I hope you get things sorted soon!

​@Chris_OVO ​@Bradley_OVO ​@Lukepeniket_OVO 

a look back in this thread explains that ​@thelearner has been able to establish that this is not a three phase supply via photographs provided and the local DNO confirmation.

Can someone hand hold this through to completion as I can see it becoming a continuing problem otherwise.

It’s really sad to hear of this sort of bungle. A couple of comments:

1. Is your elderly relative on the Priority Services Register? He ought to be, and this might help when trying to communicate with OVO Support (calls from customers on the PSR should automatically be diverted, quickly, to an agent specially trained to help the more vulnerable customer). 
     
2. Since you are helping him, you should make sure that you’re named on his account and that the email registered is yours. This may involve a phone call, because Uncle will have to give his oral consent for the arrangement (don’t ask why!).
     
3. I’d then suggest that communication thereafter all take place via webchat rather than phone. You can get a transcript of the whole conversation - so no more ‘he said she said’ disputes - and you also have the ability to upload images like the ones that failed to make it via email. 

Hey ​@BPLightlog, 

The member has been provided with the contact options and the options for compensation as per our GSoP process. As we don't have account access through the Forum, we are unable to provide support for this issue here. The Support Team will be able to work with them to get this resolved if they contact them.

I know this isn’t going to offer any help on the current situation but we need to be clear on what’s within our scope to support with. Account issues aren’t sadly which is why we signpost to the correct team. 

Any questions reach out to me 😊

I’m not convinced in this case 

🤦🏼‍♂️ while I understand the limitations of the forum, I think this needs some additional attention 

I spoke to OVO earlier today and I always find the staff helpful - the lady confirmed that I was not mentioned on my uncle’s account - which bemused me as was sure we had done this already and I have emailed OVO and received replies. Anyway did as she advised and went in to my uncle’s and phoned OVO and got Tom to add me and my email again to my uncle’s account. Tom could not give me another appointment as the system was down - I have to call again next week - I will try web chat but think that may only be if you have account registered online? 

I am now away to send the DNO email to OVO. I will ask about the £40 for missed appointment as this is the 3rd appointment and I have made myself available for every one. I asked my uncle and got the engineer who phoned mobile number. I called it - went straight to voicemail. Texted explaining whet DNO had told us no reply. 

Will update here again with my next update. Not many people can understand the process for contacting the DNO - who I have been in touch with twice before - and I always find to be excellent. 

Thanks for all the replies - this forum has also been excellent. 

I had a letter from OVO in December last year informing me about the RTS shutdown and need for a meter change.  It told me to wait to be contacted.  I am still waiting.  As June is not far way should I be concerned?

Hi ​@ianbar ,

In that case… I’d suggest checking in with OVO Support ASAP when you get a chance. You can use any option listed at https://ovoenergy.com/help and you’ll want to check in with Squad 70.

Hey ​@ianbar 

Sorry to hear you’ve not been contacted yet about your replacement, but I’m glad to see one of our volunteers has already stopped by with some helpful advice on this.

The Support Team will be able to check if they can now book a replacement.

Let us know how you get on.

Thank you,  I called earlier today and after a few transfers I was able to book an appointment for mid-April.

Hey ​@ianbar 

Thanks for the update, glad to hear you’ve been able to get that booked!

I tried the OVO WhatsApp could not get past the guard not.

I did the online chat and it worked fine, next appointment is 9th April. I have sent the DNO SSEN email to OVO. 

I never got an email with chat transcript. 

Also had an email from OVO on Friday saying £40 credit had been applied to my uncles account, he is prepayment card so I assume this just goes on there.

So here is hoping all goes ok on April 9th.

Hey ​@thelearner 

I’m glad to hear you were able to get an appointment sorted! 

At the moment we don’t sent out automatic transcripts after a chat session ends, but hopefully that might be something that’s brought in future.

Keep us updated on how the appointment goes!