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dmacbrew
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March 21, 2023
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Overcharging for storage heaters - charged peak rates, at off peak times

  • March 21, 2023
  • 52 replies
  • 2661 views

I am on Economy 7 from 12 to 7.. At precisely 7.00 a.m. every day tariff changes to daily rate as verified by smart meter console (which readings tally exactly with my bill every month). However the storage heaters do not switch off until 7.06. This means that every day I am charged for 6 minutes at the daytime rate when there should be no charge at all. The smart meter was fitted new a year ago. When I realised what was happening I contacted Ovo thinking this was a timing issue which could be remotely adjusted. Ovo however decided to send an engineer to check the meter, After they had twice cancelled the appointment they then decided to try the remote method. This didn`t work however so they decided to fit a new meter. They then cancelled this latest appointment and made another. Then the contractor (SMS) rang to cancel this one and made another, an engineer finally turning up with new meter last week. He was adamant however that the meter was not at fault, saying that it had been set wrongly and after much work on his phone said that it was now done correctly and the heaters should go off at 7.00. Of course they didn`t so I am now waiting for another phone call from Ovo to doubtless make another appointment.

My question is - is this a common occurrence? Their reluctance to put this right makes me wonder if Ovo are deliberately setting the timers to run on after time? Perhaps others should check their heaters to see what time they actually go off.

Best answer by Tim_OVO

Updated on 20/07/26 by Ben_OVO

Hi @dmacbrew, I’ve got some updates advice on this:

 

@Blastoise186  we think that’s not quite right as you may have confused the switching of the ‘ALCS’ with the ‘Randomised Offset’ value on the meter.

 

To clarify, every meter must have a randomised offset applied to the registers when they switch. So every meter on 2 or more rates will have an offset of anything up to 10 minutes applied. There is a good reason for this and it's mandated in the obligations upon suppliers that this is there. It cannot be 'fixed' or removed. No amount of setting changes or jobs to replace will get rid of the meter behaving in this way, the only thing that will happen, if you change the meter is another offset value will be set. 


To explain, the meter has to generate a random number. That number is then multiplied by an amount of seconds and the outcome of that is applied to the register AND the billing rates too. If the meter has a 6 minute offset this applies to both the switching time (we can read how much is applied too as their Supplier) and the charging. So the 6 minutes is applied across the board..  there is no 6 minutes charged at a higher rate because of this. So it will be switching 07:06 to 00:06 and the costs of the energy will apply to the energy used in those times.

 

We have made a rather poor effort in informing our customers of how the meters and overall solution actually works but we’re working on it!

52 replies

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dmacbrewAuthor
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March 24, 2023

Blasoise

If you go back to my original post the engineer was supposed to change the meter but he said there was nothing wrong with it. So now we have two expert authorities (Ovo & their contractor) with diametrically opposed views - this is no help to me. Surely it`s down to Ovo to sort it?

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dmacbrewAuthor
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March 24, 2023

Jeffus

I don`t know for sure as I can`t afford to pay for the whole period so get up in the missle of the night to switch it on. I would guess 5 hours.

Blastoise186
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Blastoise186Super User
Super User
March 24, 2023

As far as I can tell from the thread, it sounds like everything is working as intended.

That’s all I know

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Jeffus
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Jeffus
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March 24, 2023

Jeffus

I don`t know for sure as I can`t afford to pay for the whole period so get up in the missle of the night to switch it on. I would guess 5 hours.

Thanks

I assume there are no timers on the storage heaters to limit when they charge then?

 

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dmacbrewAuthor
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March 24, 2023

Jeffus

Unfortunately not!

BPLightlog
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BPLightlogSuper User
Super User
March 24, 2023

Hi @dmacbrew , just looking through this thread and I don’t quite understand. If as you say, there are no timers on the storage heaters, they sound like the new style fed from a separate off peak circuit from your meter. This means that they only operate to charge up when that feed is active. 
Reading elsewhere, there are often separate circuits which are from your peak feed which operate the fan to circulate the stored heat and allow a daytime boost when needed. 
If the meter switches as you indicate then the off peak feed is also off and so anything taken afterwards (or before) is using peak tariff. 
I don’t know enough about the new storage heaters but it might suggest there is a boost active or other system asking for more power. Sorry if this is of no use but just explaining a few thoughts as surely the ‘demand’ for power after the off peak - peak switch is elsewhere in the system. 

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dmacbrewAuthor
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March 24, 2023

Hi BPLightlog

My heaters don`t have the boost system you mentioned - although they are only a few years ols they are exactlty the same model that was in when I came here around 20 years ago.

So, as you say ” If the meter switches as you indicate then the off peak feed is also off and so anything taken afterwards (or before) is using peak tariff. “ - so the heaters go onto the peak rate for 6 minutes until they switch off. I don```t understand how some people on here aren``t able to take that in.

Jeffus
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Jeffus
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March 24, 2023

Hi BPLightlog

My heaters don`t have the boost system you mentioned - although they are only a few years ols they are exactlty the same model that was in when I came here around 20 years ago.

So, as you say ” If the meter switches as you indicate then the off peak feed is also off and so anything taken afterwards (or before) is using peak tariff. “ - so the heaters go onto the peak rate for 6 minutes until they switch off. I don```t understand how some people on here aren``t able to take that in.

Hi @dmacbrew Do you know if you have a 5 terminal E7 Smart Meter? I assume you have as you have no timers or boost on your storage heaters. 

If you are not sure you could post a photo of the smart meter (not the In Home Display)? 

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dmacbrewAuthor
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March 24, 2023

Don`t have casual access to meter - see my second post

Jeffus
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Jeffus
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March 24, 2023

Don`t have casual access to meter - see my second post

OK. 

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