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I've just had new smart meters installed - Why can't I see this and my usage data reflected on my account?

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Blastoise186
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I need to see photos of the actual meters on your wall. I might then be able to advise :)

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K
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These are the actual meters.

 

 

K
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These are the meter readings I can see on the OVO app. Odd that the gas shows one smart reading, so I guess there must have some kind of network connection.

 

I don't have an IHD as OVO says they have none...

K
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Emmanuelle_OVO
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Hey @Khd888,

 

This sounds like a frustrating situation,

 

It’s meant to take 6 weeks to update your meter details following an exchange. However, it can take longer, for example if we haven’t yet received the engineering report with the new meter information and removed meter reading. 

 

In this scenario, we’d need you to send a photo of the yellow or white stickers on both meters. This should show the removal read of the old meters and the install reads of the new meters. Also take a photo of the front of the meters showing your new meter serial numbers. Then we can get this information manually updated. 

 

Hope this helps. 

Renewable Energy? Big Fan.
K
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I have posted photos of both meters with this topic.

Emmanuelle_OVO
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Hey @Khd888,

 

Sorry my previous message was quite unclear reading it back.

 

We can’t access customer accounts on the Forum, only answer general queries. My advice would be contacting Support via web messenger, you can upload photos or send them the URL for this thread. They can then attach the photo’s onto your account. 

 

I’d also advise completing a smart meter health check. This will be raised to the team automictically once it is completed. 

 

Hope this helps.  

 

Renewable Energy? Big Fan.
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Hi @Emmanuelle_OVO 

I have done the meter check as you suggested.

The replaced electricity meter does not have a sticker on as you described but the gas one does? (A black and white one with the old meter details)

I have been advised now there is an over 9 week wait to deal with this.

Given my recent experience of OVO customer care and admin I have not got great confidence in even this surprising timescale.

T
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I have a similar tale of frustration with a Smart meter that doesn’t work and which Ovo seem unable to solve. They sent an SMS engineer out to fix the problem but he said he was unable to do so and advised I contact Ovo. Hopeless! Many hours on the phone (seems almost impossible to get through by phone!) but no resolution.

I was hopeful of improved customer service when my account migrated from SSE to Ovo. Sadly I have been very disappointed.

K
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Hi @TonyShep 

Frustrating is not quite a strong enough word.

What gets me is every contact with OVO seems to result in a different explanation.

I orinally had an engineer booked with OVO and when they didnt turn up i was told he was definitely booked and on his way and to wait a few more hours. After a further wait I was told the engineer wasnt coming at all as the appointment hadnt been booked properly. When I tried to rebook I was told it would be a further 17 working days. Then i was told I couldn't make a booking and would have to wait until 6 weeks after meter installation. When the 6 weeks was up I was told I had to wait for a system to be updated and that was an unknown timescale.

Finally I am told I have wait 47 working days for the metering team to look into it!

 

Frustrating doesn't quite cut it...

T
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Hi @Khd888 

Totally agree with you. The whole process leaves me feeling completely powerless!

There is a lot to be thankful in today’s digital age but getting hold of someone to speak to to solve utility problems is not one of them!!

Emmanuelle_OVO
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Userlevel 6

Hey @Khd888 and @TonyShep,

 

Sorry to hear of the very frustrating and disappointing issues you’ve had with your smart meters.

 

I’m unable to access customer accounts, but I'll get Forum_Support to reach out to each of you. They might be able to look into this further for you.

 

Hope this helps.

Renewable Energy? Big Fan.
T
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Hi @Emmanuelle_OVO ,

Anything you can do would be helpful.

Blastoise186
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Howdy! This is an auto-message posted by the SkyNet Blastoise Bot, on behalf of Blastoise186.

You’ll shortly receive a Private Message from a moderator account. Please keep an eye on your emails and on https://forum.ovoenergy.com/inbox/overview as it’ll show up there once it comes through. Once you respond to that, someone will be in touch.

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Blastoise186
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If forum support are reaching out, they’ll be able to take a look. You’ll find any messages from them at https://forum.ovoenergy.com/inbox/overview as well as in the email notification that gets sent.

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T
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i have just had smart metres fitted when on my account i noticed the reading was 27714 units more than it should be then noticed that its the wrong metre number ovo has used been on chat as usual no joy they want pictures sent why should it always be the customer who has to prove everything the fitter must have taken about 40 pictures  how can it be so wrong and nobody wants to fix the mistake

Blastoise186
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I believe it’s done this was as it’s the fastest way for OVO to get the information they need. If you rely on the engineers report, you could be waiting a long time.

Securing energy by zapping security bugs... For that is The Blastoise Way!
T
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yes but its not the first time this sort of thing has happened and people getting huge bills  and rises in direct debits if your not on the ball someone at ovo must be able to see that my account has two different metre numbers on the same accout

Blastoise186
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They probably can, but OVO can’t physically see which meter is actually installed right now which is why they need photos of the current one to help figure it out.

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T
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that is the problem what about the older people who can not send pictures of metres i think ovo is getting too much wrong too often and nobody takes responsibility for mistakes

Blastoise186
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There are alternative options available for those cases, including engineer visits if needs be. However, the fastest option for anyone able to do, is to send the photos in yourself.

If you’re still not happy, your only option is https://ovoenergy.com/feedback .

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T
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sorry still can not agree its an ovo mistake they should fix it i should not have to chase them up

Emmanuelle_OVO
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Hey @taxijim33,

 

Sorry about the issues you’re having.

 

You could raise a complaint and as the resolution request someone to come and take a photo of the meter. This is a job we can offer, we’d usually offer this to customers who don’t have the facilities to take a photo of the meter themselves.

 

Hope this helps. 

Renewable Energy? Big Fan.
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who do i raise a complaint with

Blastoise186
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As mentioned, it’d be via the options at https://ovoenergy.com/feedback 

Securing energy by zapping security bugs... For that is The Blastoise Way!

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