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 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.
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.
My long awaited sms meter swap arranged by @Lukepeniket_OVO was aborted today due to the engineer not having the correct replacement meter, it has been consistently stated throughout a 5 terminal traditional pay as you go economy 10 was required, the engineer had a 4 terminal non economy 10 meter or a traditional credit meter, none were suitable for my needs hence mission aborted. There was nothing on the engineer notes to say it was a 5 terminal pay as you go economy 10 traditional meter that was required even though I have checked and double checked with the sms team since receiving this appointment. This is now my 3rd failed meter swap, will phone sms team to see what happens next.
Have spoken to sms team who have said that they cannot rebook this meter swap and that the correct details regarding a 5 terminal pay as you go economy 10 traditional meter will have to be requested by ovo again, can @Lukepeniket_OVO arrange this ?
I'm really sorry to hear that you're still dealing with this situation! I’ve reached out internally to @Lukepeniket_OVO for you, as he might not have a chance to check the forums when he's busy on-site. We’ll keep you posted as soon as we have any news. Hang in there!
Thank you, have tried ovo customer service support and they're going to try and raise a form with the correct details and requirements for the meter swap but I am not convinced this will be sufficient..the wait goes on..15 months and counting, it's very frustrating.
I totally hear you! I caught up with @Ben_OVO this morning since I know he’s been helping you for a spell. He filled me in on everything, and since he’ll be out on holiday for a while, I’m happy to take over on the Forum for now. If you need anything, just let me know!
