What is OVO’s complaints procedure?

This is a built up area so i do not get how they cannot do this. After all they have managed with my electricity meter ?

We do not know what meters you’ve currently got - you’ll need to show us photos.

My meters for gas are the old type basic meter which is outside my flat 

Then that’s likely your issue - blocks of flats are a particular challenge for which the industry has had to spend a ton of time figuring things out.

Solutions for them have only just become available via Alt-HAN recently.

Well if the electricity one can connect then ????

An old gas meter will need changing to a new meter that will accept PAYG (any new smart meters can be switched to PAYG).

You say that you already have an electricity smart meter that is communicating OK.

If so then how far apart are your gas and electricity meters?

The electricity meter has direct access to the WAN uplink because the Comms Hub sits right above it - the connection between the two is guaranteed to be in range.

Gas meters communicate via the same Comms Hub. If they’re too far away though, it won’t be in range.

Yes i have told them this. It seams like its too much of an effort

I recently moved into a property with faulty gas and electric meters, which resulted in an inflated bill of £1,000 after just one month. After providing manual readings, it was determined that the meter was indeed faulty and needed to be replaced. An engineer was scheduled to come out over a month later.

When the engineer finally arrived, he did not bring any tools with him. He entered my property but didn't even examine the meters. He claimed that the issue was simply that the meters needed to be connected to my account. I insisted that they were faulty and needed replacement, but he dismissed my concerns and left. This occurred on a Saturday.

By Monday, the office contacted me, claiming I had missed my appointment and that the engineer reported nobody was home. This was a total lie, as I had spoken to him face-to-face when he came to my property. Customer service then rescheduled another appointment for August 30th.

This time, the appointment slot was from 09:00 to 12:00. I tracked the engineer using the link provided in a text message and saw that he was almost at my property by 09:56 AM. At 10:03 AM, he called me, but when I called him back, I checked my living room, which faces the road, and saw that no one had come to the door or even parked nearby. Also, my dog would have barked to alert me if someone had arrived.

When I tried to call back at 10:06 AM, the call went straight to voicemail. I checked the tracking link, which showed that 'Callum marked the job as completed'—despite him never having come to my property. When the department reopened on Monday, I called again on my main phone, but it went straight to voicemail. However, when I called from my work mobile, Callum answered. It seems he had called my phone and then immediately blocked my number to prevent me from reaching him.

It is unbelievable that he could call me at 10:03 AM and mark the job as completed by 10:06 AM, given that he was supposed to replace the gas and electric meters in that short amount of time. I spoke to customer service again, and Callum told them that I was not home—yet again, he was lying.

If I fail to attend an appointment, I would be charged £60 for a missed appointment; where is my compensation for my inconvenience? I urge anyone assigned to Callum to record all interactions, as he seems to be scamming the company by skipping appointments and marking them as 'not home' while still getting paid for them. He needs to be let go and should not be working in public service.

Clearly, he is violating the company's code of conduct. I also have Google timeline history proving that I was home at the time he claimed I wasn't, which I have submitted.

If anyone from OVO reads this, please have a manager in the Midlands region get in touch with me. I want to escalate this issue, as I don't want any other customers to be subjected to Callum's dishonesty, which could result in high energy costs and prolonged issues with non-functional units.

As stated, I plan to take this matter against Callum as far as it can go, as his actions are detrimental to both customers and the company.

Hey ​@01Anthony21,

I’m so sorry to hear of the bad experience you’ve had, that sounds like a really stressful situation. 

Unfortunately on the forum we don’t access to customer accounts. If you contact the customer support team they’ll be able to investigate this further for you. There is also the option to raise a complaint, the following topics might be helpful to you: 
 

Please keep us updated with how you get on.