Hey @2437106,

I’m really sorry for the issues you’re having, it sounds very frustrating. 

You mention you’re unable to read the meter yourself, our Priority Services Register is a free support service you might find useful, it means you can book in meter readers to come and read the meter on your behalf. 

I understand that this doesn’t resolve the issues of your meters not communicating with OVO, but it’ll offer a temporary solution to ensure you have accurate bills until this is resoved. 

You have to keep at them, remember to claim£30 for each missed appointment aswell as aGSOP payment

Yes, doddie is right, you may be eligible for a GSOP payment!

Before this can be applied, we’ll have to make sure that you meet the full eligibility for this industry regulated compensation. Examples of when we would pay GSOP are: 

• An engineer misses an appointment
• An engineer arrives after the agreed appointment time (outside the 4-hour time slot given to you)
• The installer or OVO cancels an appointment at short notice (less than 24 hours before the agreed start time on a working day)
• The engineer is unable to complete the work because they were missing ‘standard’ equipment or arrived with the wrong equipment (when there had been prior notification of what was needed - this must be cross-referenced with the booking to ensure it was booked correctly)
• An appointment did not go ahead due to an agent booking error
• System errors such as auto cancellation and not receiving cancellation notification.

Arranged a smart meter installation for the 15th March but no turned up, rearranged for today but once again the engineer didn't show up. My prepayment meter has gone into non disconnect mode and I am now worried that I am going to end up with a massive bill to pay.

Hi @Mandyvog58 ,

I’d say please top-up for now and ask Support to re-arrange. You’ll probably get a £30 GSoP Payment as well for the trouble.

I spoke to someone at OVO and they told me not to top up, I also have a key with 20.00 credit on it.

Gotcha. Put the key into the meter as long as it’s yours - it’ll sort your supply out.

So sorry to hear about those missed appointments, @Mandyvog58. For any appointment that an engineer doesn’t arrive and you’re not given at least 48 hours notice, you’ll be owed compensation. You can arrange this via our Support team. 

My understanding of credit left on the meter at the point of a smart meter install is that it’s noted down by the engineer and will eventually get added to your smart meter. So there’s no need to risk going off supply whilst you wait for us to fulfill our promise to you for a smart meter installation. 

After two failed appointments to fit a smart meter, OVO have instructed an engineer to come to the property without my knowledge to inspect the meter, I have now had a letter to inform me that they are applying for a warrant to enter the property. I am now worried about this.  I have rescheduled an appointment for a smart meter to be installed.  Please advise.

Hey @Mandyvog58,

It would be best to speak with our support team so they can check the account notes with you. Sadly, we don’t have access to accounts through the forum, so we aren’t in the best position to help with this. 

If we’re applying for a warrant to change the meter, it sounds like the account has undergone a lengthy collection process. If so, I suggest you contact our collections team for more information. You can contact them at 0800 069 9831. They’re open Monday to Friday 8am-6pm, Saturday 9am-2pm.

I hope this helps. 

 wrote:

this was the second time the engineer didn't show up to install a smartmeter in my apartment. I am very disappointed with the attitude of your company as ovo.

Please contact me urgently to arrange the next date for the engineer's visit and finally install the smartmeter.

It is incredible the way you treat your customers and the way you approach them,I have been waiting for a month and a half for the new smart meter to be switched on and nothing has happened

Hi @Radoslaw Kowalczyk ,

I’m sorry to hear this, but we can’t arrange that from here. Please contact OVO Support via https://ovoenergy.com/help - you’ll also get a £30 apology for this as well.

Hi @Radoslaw Kowalczyk 

Sorry to hear about the issues you’ve been having with the engineers not showing up.

As Blastoise186 has already mentioned we don’t have access to accounts here at the Forum so you’ll need to get in touch with the Support Team who’ll be able to rebook the appointment for you.

If the engineer failed to attend without at least 24 hours notice of a cancellation, you may be eligible for a £30 compensation known as Guaranteed Standards of Performance (GSOP) payment.

We also have a couple of similar topics on this that may be helpful to you:

What do I do when I have waited in all afternoon for an engineer visit that hasn’t turned up? I can’t find the email or complaint department 

Hi @Ellie090807 ,

Sorry to hear of the trouble.

In the first instance, you should try the Live Chat via https://ovoenergy.com/help as they might be able to help fix this.

If that doesn’t work, please see https://ovoenergy.com/feedback as this may be the process you’re looking for - but try the Live Chat first!

Hey @Ellie090807 

I’m really sorry to hear that you’ve had such a negative experience, this topic has some helpful advice:

If the engineer failed to attend without at least 24 hours notice of a cancellation, you may be eligible for a standard £30 compensation known as Guaranteed Standards of Performance (GSOP) payment.

Before this can be applied, we’ll have to make sure that you meet the full eligibility for this industry regulated compensation. Examples of when we would pay GSOP are: 

• An engineer misses an appointment
• An engineer arrives after the agreed appointment time (outside the 4-hour time slot given to you)
• The installer or OVO cancels an appointment at short notice (less than 24 hours before the agreed start time on a working day)
• The engineer is unable to complete the work because they were missing ‘standard’ equipment or arrived with the wrong equipment (when there had been prior notification of what was needed - this must be cross-referenced with the booking to ensure it was booked correctly)
• An appointment did not go ahead due to an agent booking error
• System errors such as auto cancellation and not receiving cancellation notification.