Schedule of my storage heaters doesn't match the off-peak hours on my plan - Can you help me?

Thanks for the photos (although it might have helped if you’d touched a button to light up the display before taking them!).

The icons show that the switched circuit was live at 22:34, which sounds like an Economy 10 ALCS timing. This would also tie in with the ~13:30-16:30 active slot you mentioned in your original post. Sorry for doubting you!

We’ve seen this sort of thing before, but it should be fairly simple to remedy so long as you’re happy with an Economy 7 arrangement (seven offpeak hours overnight, midnight to 07:00). Contact Support (I’d use the web chat option so you get everything in writing) and ask them to send the ECAUL request to your meter to ‘update the ALCS calendar’. It should be set to match the tariff timings. If the agent you make contact with doesn’t understand, ask if he can pass the message on to the smart team, who will.

Thank you very much for the understanding. 1st I've told then to switch me to economy 10 in my cooling off period. They told me as I have an economy 7 meter so it's cannot be done. Then I've told them about ECAUL over phone. Then she told me the type of smart meter I have doesn't need a ECAUL thing as it's doesn't have anything to do with radio...... I can't remember the exact terminology. And finally she advised me to hire an private technician.

Now I'm thinking if my meter is able to handle economy 10 why did she said it's a economy 7 meter, so my plan cannot be changed.

That’s why I suggested web chat - then you don’t have to remember anything!

They can’t have it both ways. Either they change the load switch to match the E7 times, or they alter the tariff and ToU matrix to match the switching times. It could well be that switching from E7 to E10 isn’t straightforward (although I don’t understand why), but there should be no difficulty with ECAUL. I wonder if I can find someone to help you sort this out.

I'll chat with them today and then I'll post here.

This is the chat results. No luck.

Hi ​@VOU30 - I’ve just been reading through this thread and I do apologise for the inconvenience and problems you’ve been dealing with trying to get this issue resolved.

I’d recommend carrying out the load test as advised by the agent above - The full load test breakdown and information you need to record can be found here: https://www.ovoenergy.com/help/article/meter-reading-problems

If you’ve already performed the load test and reached back out to support, was this taken further?

If they cannot then resolve your issue, or you run into any further problems with the support team after doing this, please let us know here. 

We’ll see if we can support further if necessary 👍

Without submitting the load test today, OVO has offered me an engineer appointment. I'm happy for that. Though I've already hired an private engineer which was advised by OVO. There nothing I can do now. He is on the way.

Here is my Engineer's report.

Good morning ​@VOU30,

I’m happy to hear that you’ve been offered an appointment by OVO. If you haven’t booked the appointment already I’d recommend that you call in to get this booked, as our Support Team will need to run through various questions to get the appointment booked in correctly. From what I’ve read it sounds as if you may need an appointment to fix the timeswitch in the meter, or replace the meter if this isn’t possible. 

Let us know how you get on!