Smart meter failed installation from THTC

Thanks for the update ​@janie - really helpful info.

That’s good to hear, I do get it must be difficult with deadlines approaching and still no resolution to the various difficulties. I know it’s not just OVO that’s struggling

​@Lukepeniket_OVO ​@Ben_OVO ​@Blastoise186 

I have just received a text and an email telling me ovo engineers are now in my area DD2 and to book an appointment for my meter change, so, given that I am in a no signal area and had a previously failed installation but i have read about all the new equipment that's available now for these issues so I phoned.

Firstly, there are no appointments available 

Secondly, the agent said there is nothing for no signal areas and that a traditional meter will be installed as and when but he could read back previous notes and see I was on a waiting list. I thought they had new equipment etc to combat all these obstacles or have I just lucked out and received bog standard generated texts and emails again!

Can someone please update with some relevant recent information please. 8 months after my failed installation I am still no further forward. 

That’s Luke territory I’m afraid - he’s got more access than us to internal systems.

I was told previously to ignore these messages but given the hype around new equipment I responded, thanks anyway, will just wait to see what's going to happen 

I too have had an email from OVO today and I find the tone of it disturbing.  It is not my fault that OVO can’t fit a smart meter and haven’t found a solution so I find the threading nature of this email disgusting.  If I phone tomorrow and they still say they can’t fit a meter I will be lodging a formal complaint with OVO  and the ombudsman.  Email content for info!

While I do agree that the language used is strong, it unfortunately has to be that way to grab your attention and encourage action. If it’s too soft, folks are more likely to ignore it so it’s a tricky balance that unfortunately won’t land well with everyone.

From my understanding, one of OVO’s strategies has been to carpet bomb specific areas with a whole bunch of engineers at once and target as many customers as possible while they’re in the area. They’ve even put engineers up in hotels, paid for meals and arranged ferry tickets to allow access to some of the islands for example. IIRC similar measures are being used elsewhere as some engineers being deployed as part of these task forces come from outside the region they’ve been sent to.

If you’re able to snag a slot for any date while a task force is in your area, they’ll make sure to get to you. However, some slots ad hoc and/or last minute may become available while the engineers are in your area - in some cases they may also try to door knock a few folks to see if they can get you sorted on-the-spot if they have some free time.

If you can’t manage to get an appointment for these bulk-upgrade runs however, more slots are on the way and OVO is willing to send engineers to random places even to just get one customer sorted out if push comes to shove.

Please remember the teams are working flat out to get as many upgrades done as possible in the time they have left before the RTS Service closes for good. However, I think the focus points will now be on whichever areas are closest to switch-off so I’d strongly recommend getting a slot during the bulk-upgrade windows where possible.

​@FClarke 

My text message and email actually stated the dates they were in my area but there were no appointments available! Also no solution to no signal issues either! I have kept all correspondence since failed installation on 29th of November and made sure it has all been logged by ovo in the event of it going further. I am a senior citizen with a disabled husband and we are on the priority register and still can't get anywhere. 

I totally understand the situation OVO are in but I have had 2 visits and 1 cancelled by them, I am not against a meter change or ignoring the situation but I have been repeatable told by OVO that they will contact me when they have a solution - this email does not allude to them having a solution. I was also told the last time I phoned to ignore these emails and that they would be in touch in the next 2 weeks (that was at the beginning of June) to arrange something.  There is no need to treat customers like this.

​@FClarke ​@janie good morning to you both.

Firstly, my apologies for any alarm caused by the correspondence sent to you. This is not the intended tone of the message, however the situation with RTS has of course caused worry to many people, which is understandable. To confirm, the decision to stop the RTS signal was not made by OVO or any other energy supplier, and we have many people working here who are trying as hard as they can to find solutions for everyone before the cut off. 

Please note that the emails sent are automated, and are not intended to cause alarm or give the impression that we aren’t treating customers fairly. We’re continuously finding solutions for RTS customers, and have been replacing many meters for a while now. Hopefully, yours shouldn’t be too far behind. 

If I were in your position I know I’d be feeling just as stressed about it all, and I hope we can get your meters changed over successfully soon so that your minds can be at rest about all of this. I’m wondering whether our metering expert ​@Lukepeniket_OVO might be able to give some advice on where we’re at at the moment - I’ll contact him internally and ask whether he’d be available to speak to you. Please note - he may take a few days to respond.

​@Lukepeniket_OVO ​@Ben_OVO 

Another email only worded differently mentioning update and priority register so I bit the bullet again and called only to be told yet again it was generic and to ignore . Adviser was very nice, checked all the previous notes on my account and confirmed no solution for my no signal area yet and when there is I will be contacted by a telephone call, not a text or email. The wait goes on .....

My neighbour got that version!  So when I phoned  surprise surprise they haven’t sorted out a solution to the problems with our ‘remote’ meters.  Now saying we will call you and ignore all emails you get - completely different to what I was told in May when they were 2 weeks away from having a solution, and I’ll get an email with my name and that will identify that they have a solution.

you wonder why I despair and find the whole thing a farce.  Will be contacting the ombudsman with my thoughts on how this whole thing is being handled!

Yes, I do admit it's getting a bit crazy now but at the end of the day they are going to have to come up with something suitable, I think they're leaving the problem installations to the very last minute, I'm a pre payment meter customer, I pay for exactly what I use, no estimates, no bills, never ever been in debt so apart from the rts controlling my heating and hot water I don't think I need a "smart meter" to tell me how much electricity I use! 

Just gonna sliiiiiiiiiiiiiiiiiiiiiiide in here for a moment.

Luke contacted me today. He wishes to apologise for not being able to respond to you, but he’s been a bit tied up with the day job recently so hasn’t had the chance to check in on the Forum.

Most likely he’ll be back soon but he didn’t want you left in the dark without knowing why. I’ll try to cover for him where I can, but as I’m not an engineer myself, I won’t be able to give answers to quite the same level where he can.

Hey ​@janie, 

 

Any update on this? I cann reach out to Luke internally & see if he can offer any advice here.

No update from my end unfortunately, I have been told to wait on a direct phone call when a solution is available, thanks anyway. 

Okay keep us posted ​@janie, if you don’t get anywhere I can ask internally. 

​@Lukepeniket_OVO 

​@Emmanuelle_OVO 

Following on from my last post 2 months ago, I contacted OVO again today to clarify exactly where I stood in regards to this RTS change over as we are now coming into the colder months only to be informed there is no resolution to no signal areas like mine and they will install a non smart meter, a traditional  economy 10 meter will be installed on the 6th November. 

Why haven't I been informed of this no resolution instead of waiting on a non existing direct call, this traditional economy 10 meter probably could have been installed months ago.

This has taken the best part of year to get to this stage, is there anyone in DD or surrounding areas been supplied with a traditional economy 10 meter because of no signal issues. 

Hi ​@janie ,

Luke and Emmanuelle aren’t available at the moment. I’ll redirect your mentions to ​@Ben_OVO, ​@Abby_OVO and ​@Chris_OVO so they can catch up.

Please bear with us.

​@Lukepeniket_OVO ​@Ben_OVO ​@Abby_OVO ​@Chris_OVO ​@Blastoise186 

As anticipated my installation did not go ahead for various reasons, 

The engineer did not have an economy 10 pay as you go meter with him,

There was no notes for the engineer to imply this although I was assured they would ensure the engineer would be informed, 

Photos were sent back to management/advisers by the engineer, 

The engineer spent an hour on the phone between managers/advisers etc and was informed this is a 5 terminal pay as you go set up which is done by another team (sms) and there's a long waiting list,

Could this be the same list that I have been on for nearly a year?

I now have to phone again in the morning and reiterate all my details again and see what they come up with.

It's not acceptable is it.

Morning ​@janie,

That’s so frustrating to hear, I’m sorry. I can see you’ve tagged ​@Lukepeniket_OVO whose well placed to help with RTS queries. I’ve reached out to him internally myself.

I’ll let you know if I hear any news, and I’d recommend logging a complaint with OVO when you contact in again about this, if you haven’t got one logged already.

Hopefully this can be resolved for you ASAP.

​@Ben_OVO 

Thanks for your reply, I actually spent over an hour yesterday with ovo agents repeating this saga, ended up with a nice guy from rts team who tried to rebook me with an an appointment for the correct meter

(5 terminal economy 10 pay as you go) he had seen the photos that were relayed back from the engineer in the morning, unfortunately there are no available slots at present and I was advised to try again on Monday. 

I  am nearly 70 with a disabled husband and we are on the Priority Register, I don't think I can keep up with this after a year of trying and waiting on resolutions to no avail.

I will try again on Monday as advised and if there is no result I will escalate the problem further up the chain and let someone else take control of this never ending situation. Thanks again. 

Hey ​@janie, firstly apologies for lack of contact by myself, its been a manic few months and ive sporadically been on the forums.

Ive raised the ticket this morning so keep an eye out, ive now added this to my personal work stack so ill be handholding this across the line

​@Lukepeniket_OVO 

Many thanks for your input Luke it's greatly appreciated as is the advice from all the forum advisers.

Thanks as always for your help ​@Lukepeniket_OVO, and thanks most of all to ​@janie for your patience whilst we get this resolved for you.

Hopefully the end of all this is in sight now - you deserve to relax!