Are my peak/off peak registers the wrong way round?

Hi @BruceH,

I’m really sorry to hear that you’ve been experiencing this. 

Although there isn’t an automatic process for letting you know when it’s resolved, a member of the team should reach out to let you know when your account has been rebilled. Please keep us updated on the outcome of this. I hope this is sorted for you asap.

Hello, we also have the same issue. 
We Have E10 and our second ‘off peak’ consumer until comes live at the expected times 5 hours in the night, 3 in the afternoon and 2 in the evening and yet we are only billed off peak energy on the usual E7 times. 
So same issue with us: we are being billed peak rates at ‘off peak’ times. 
I will Call them tomorrow. 

Hi @Ntomkins,

I’m really sorry to hear this. 

Have you managed to get in touch with the team about this yet? Please keep us updated.

Not yet. Will do this afternoon. 
 

Do you know if there has been any resolution with the other cases being reported on here?

It doesn’t seem like anyone has come back with an update. 

@BruceH @Oceantrader did you manage to get this sorted in the end?

UPDATE!!!!!

Yesterday I called Ovo and the two I spoke to were not very helpful and fobbed me off with ‘send photos’. When pressed to ‘what would you like me to send photos of?’ The call mysteriously dropped out.

I had a web chat that was much more productive and they said they are aware that some customers have this problem and they said they would fix it within 7 days.

Lo and behold, just now my afternoon off peak period began and the meter is reading the correct charging rate.

I just checked emails and they have sent one through saying the issue has been fixed and I should expect a statement shortly.

This is good news on the rates/timing aspect of things going forwards but I am now interested in what they propose to do about the last 18 months where we have been overpaying. I’m not sure what formula they will use as each month varies so much. I’ll see what they come back with. I do have history running back some years as to our monthly peak/off peak usage so may need to employ that if they are not recompensing what I consider to be fair.

So my story at least has been dealt with quickly. I only realised our off peak timings were mis-aligned on Saturday and here we are on Tuesday lunchtime with that at least sorted out.

Ant

@Shads_OVO Hi, many thanks for asking about this. We are 95% sorted. It took a huge effort and unbelievable patience and self control in the face of total incompetence and customer service failure from OVO. [Edited by Moderator] in the customer complaints team can fill you in. I’ll just say that after 8 months since raising this issue my father only last month got his overbilling totalling around £1000 credited to his account. The meter has been replaced (the golden bullet I was told, some hope) and got incorrectly configured for economy 7 instead of economy 10. That got fixed very quickly and then I noticed the meters internal switch to bring in the dedicated off peak circuit for night storage heaters wasn’t turning on. I know, completely unbelievable and the worse of it was that these additional problems only got noticed by me and not OVO. Sooo tomorrow, the 2nd of October, we have another engineer coming out to (hopefully) fix the off peak circuit switch. If this gets done successfully we should have everything back to the way it was last successfully working which was when SSE had the account. Fingers crossed

Hi @Ntomkins,

Thanks for coming back with an update. I’m glad to hear that this has been sorted for you now.

Hi @BruceH,

I appreciate the response. I’m really sorry to hear that this has been your experience. 

Hopefully the engineer will be able to get this 100% sorted for you today. Please let us know how you get on.

@Shads_OVO 

Hi, 

Thank you for your response. Well the engineer’s visit today was a complete waste of time and my 90 mile round journey to my Dads with regard to sorting out the problem with the internal switch not switching on the dedicated off peak circuit for the storage heaters. As soon as he arrived he said I can’t open the meter to look at the switch and I can’t change the configuration of the meter to make the switch operate, that has to be done remotely by OVO by sending the configuration to the meter ! 
 

I have to ask, do OVO even have a clue as to what the (contract) smart engineers can and can’t do or about what the OVO team can and should do to fix these problems remotely. Why did they even bother to send an engineer !?@Firedog I think OVO ought to read your last message and pay you a consultancy fee for telling them how to do their job, not that they will listen or even care.

BUT the engineer did find a massive safety problem with part of the installation of the new meter that was fitted in August. See attached photo and you’ll see that one of the grey live circuit feeds is showing its bare copper conductors beneath the meter ! The engineer gave it a gentle tug and it came out in his hand WTF , they can’t even employ competent people to do safe installs. I have never ever dealt with a company over anything that have displayed such appalling levels of incompetence, unbelievable.