Hi, I live in Dundee, Scotland which is a fairly large city, senior citizen currently on pre payment meter THTC and know all about the RTS switch off. Made arrangements with OVO to change over to pay as you go Smart meter, Engineer arrived yesterday and couldn't do the switch as the Smart meter failed to connect, he sent the relevant information to OVO that no installation had been made, what happens next?
Engineer just said let OVO figure it out, can someone help
After 18 months, a few failed installations and miscommunication my new meter has been installed and seems to be working fine and it's all down to @Chris_OVO @Lukepeniket_OVO @Bradley_OVO and others working behind the scenes.
I have to give credit to them for their time, support and patience with me over this period of time but they pulled out all the stops, went above and beyond all expectations to get the job completed before my imminent rts switch off. Big job , Great team effort 👌
A big shout out to the SMS engineer who uninstalled the old meters and installed the new meter without leaving any mess behind whatsoever.
Finally, thanks to Forum Contributers/Advisers for their input throughout @Ben_OVO @Blastoise186 @Firedog spring to mind but am sure there were many more.
That's me sorted now and it comes with a great feeling of relief, as previously mentioned I couldn't have got to this point without the assistance of all of the aforementioned people.
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
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.
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.
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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.
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.
