When will I receive my compensation for a missed engineer appointment?

I understand.

Let me see if I can get @Tim_OVO on the case here. Would you be OK with hanging in there for a bit?

What a frustrating delay, @Bill Portland 

It’s worth pointing out that this compensation is acquired from the engineer team or company, and only if they agree it was missed. I’ve seen examples where the engineer has actually visited and couldn’t get a reply when knocking for example. Not saying that has happened in this case though!

The good news here is that if compensation of this kind isn’t paid within 10 working days, the amount is doubled! So if it’s confirmed you’re eligible, it sounds like you’re owed £60. Reach out to us one more time on web chat to get an update, send them a link to this topic, and they can also help get the appointment rebooked, here. 

Thanks.

I reported it on the day they failed to arrive, 15th October. Followed up by webchat a couple of weeks later, then again by phone last week. No credit yet.

I'll try webchat again and ask for £60. Is webchat only available during normal hours? 

In the meantime, new smart meters have been fitted, now waiting for a "random quality assurance visit" next week. I hope he turns up! 

Hi @Bill Portland ,

Sorry I didn’t manage to reply sooner. I usually take Thursdays off from the forums due to other commitments.

I’m glad to hear the meters are installed now. The live chat is open from 8am to 6pm on weekdays. I think it sometimes opens on Saturday mornings as well. When you get in touch, please give the agent a link to this thread, let them know you’ve been chatting with myself and Tim here and ask them to go through the thread. It will help speed things up.

There’s also a new feature that’s been added recently, which can help get the chat session going a bit faster too. If you login to your account over here before starting the chat session, you can jump straight through security almost instantly.

If you don’t get anywhere, please let us know here and we’ll see what we can do.

90 minute web chat with Jayson concluded that I should receive a £60 credit within 5 working days.  We'll see what turns up.... 

Thanks for letting us know @Bill Portland.

If you still don’t get the credit by this time next week, please give us a shout and we’ll see what we can do.

Pleased to report that I finally received my £60 credit. It took another phone on the morning of the last day of the promised period, but we got there in the end. 

Why did the OVO engineer (Yasser) never turn up to instal my gas and electricity meters at the scheduled time (date Friday 13th August, between 12 and 4 and Arrau nged months in advance)?

Robert Neden

Hi there @Robert Neden !

Sorry about that! Unfortunately, forum volunteers can't access your account so I can't check the reasons why the engineer didn't attend. But this is definitely not what should have happened.

It's possible that the engineer was off sick or got diverted to an emergency job at last minute though. Did you ever get a tracking text message from Localz? It should have kept you informed via the tracking link. 

If you let the Support Team know, they will probably be able to find out what happened and rebook the appointment on the next available slot. Which is probably not too far away.

I hope you're able to get the upgrade on the next attempt. It's definitely worth it.

This happened to me too. I received £30 compensation (and then another £30 because the 1st £30 wasn't paid within 30 days). Doesn't help much if you've had to take a day's holiday to be there, but it's better than nothing. Ask for it when you rebook.