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Contact with OVO Feed-in tariff (FIT) team

  • 10 March 2017
  • 7 replies
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I have an outstanding problem concerning FIT payments for several periods whilst my smart meter was faulty and subsequently replaced. Despite sending numerous emails and trying to make contact by phone, I am getting no answers or response. Is there a problem at OVO
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Best answer by Tim_OVO 10 March 2017, 17:09

I have an outstanding problem concerning FIT payments for several periods whilst my smart meter was faulty and subsequently replaced. Despite sending numerous emails and trying to make contact by phone, I am getting no answers or response. Is there a problem at OVO

Hi Bill,

Thanks for getting in touch about this issue - I can hopefully help you find some answers. Just to let you know, I've added a few tags and changed the title of this topic, to make it easier for other users to find.

For payment queries about your feed in tariff (FIT), I’ll hold my hands up and admit that it’s not my area. We have a specialist FIT team to help. They can be reached on 0800 408 6622 between 9am - 5pm, Monday to Friday. Outside these times, email FITS@ovoenergy.com and they’ll get back to you within 48 hours.

We’d love to hear more about this smart meter fault - there’s already a topic on this here: https://forum.ovoenergy.com/all-about-energy-24/are-smart-meters-accurate-46 - Get involved!

Tim
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I have an outstanding problem concerning FIT payments for several periods whilst my smart meter was faulty and subsequently replaced. Despite sending numerous emails and trying to make contact by phone, I am getting no answers or response. Is there a problem at OVO

Hi Bill,

Thanks for getting in touch about this issue - I can hopefully help you find some answers. Just to let you know, I've added a few tags and changed the title of this topic, to make it easier for other users to find.

For payment queries about your feed in tariff (FIT), I’ll hold my hands up and admit that it’s not my area. We have a specialist FIT team to help. They can be reached on 0800 408 6622 between 9am - 5pm, Monday to Friday. Outside these times, email FITS@ovoenergy.com and they’ll get back to you within 48 hours.

We’d love to hear more about this smart meter fault - there’s already a topic on this here: https://forum.ovoenergy.com/all-about-energy-24/are-smart-meters-accurate-46 - Get involved!

Tim
Of course I am familiar with that telephone number. It was that one that was the subject of my complaint. Al that is available recently is the option to send a voice mail, but if one does there are no replies or responses.
BillM
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Ah okay. In that case, it might be worth trying to call our Customer Care team directly instead to speak to one of our advisors about this. All their contact details can be found here: https://www.ovoenergy.com/contact..

Thanks,
Lucy
Thanks Lucy. I have however, now made contact through ovo's complaint procedure, and have been told that my complaint is being investigated, but if I hear nothing within a week, to get in touch with them again. At last I have managed to speak to someone, so am hopeful that the problem will be resolved. The problem was about the Smart meter giving false export values, this led to the meter being changed, but for various reasons, this took ages. Now it's working properly I am seeking export payments for nearly three quarters of a year
Userlevel 6
Badge +2
Thanks Lucy. I have however, now made contact through ovo's complaint procedure, and have been told that my complaint is being investigated, but if I hear nothing within a week, to get in touch with them again. At last I have managed to speak to someone, so am hopeful that the problem will be resolved. The problem was about the Smart meter giving false export values, this led to the meter being changed, but for various reasons, this took ages. Now it's working properly I am seeking export payments for nearly three quarters of a year

In that case, I hope your complaint gets sorted quickly, Bill. We’d love to hear back from you once this is resolved - other users might have a similar issue, so keep us all in the loop!

Tim
I'm not sure whether they are understaffed, but since the day I transferred my duel fuel supply to Ovo, just 2 months ago, I have been trying to switch to Ovo for my solar panel FIT tariff payments. My quarterly read is due today, and I don't know whether I should be contacting my old supplier, or Ovo.

I sent in all the transfer forms on July 5th, and evidence which was required, and received an auto reply saying I would get a response within 10 days. I heard nothing.

On 14th August I rang the FIT team and spoke to Charlotte, who replied advising "I can confirm that I have now requested for your FiT to switch to OVO on the 16th August." and that I needed to submit meter readings on this date, which I naturally did (10900), via email, at 8.43am.

At 2.25pm the same day, I received an email from Toni Hankinson advising "I'm emailing to remind you we need a generation reading to complete your Feed-in Tariff switch this month. Please provide a reading by Wednesday 30th August - you can provide your reading via email using fits@ovoenergy.com. Once we have your reading we'll be in touch with a welcome email within 10 working days.".

I replied, immediately, with a copy of my earlier email, informing them that I had already fulfilled their request. And I waited. And waited. And waited.

It's now 12th September, 10 working days have long since passed and I have heard NOTHING. No acknowledgement, no apology, no confirmation, nothing. I sent another email in to fits@ovoenergy.com yesterday, requesting confirmation of what was happening on the account as the FIT read is due today. Again, silence.

I have to say, I am really disappointed! I left Scottish Power because their customer service was appalling and this does not bode well at all, for a new customer 2 months into an energy supply contract.

So today I have emailed my meter readings to both Scottish Power AND Ovo. Because I don't have a clue who is supposed to be paying me, and I still haven't received a Welcome pack from Ovo, or a "sorry you're leaving" message from Scottish Power.

Does anyone actually work in the FIT Tariff Team?
Userlevel 6
Badge +2
I'm not sure whether they are understaffed, but since the day I transferred my duel fuel supply to Ovo, just 2 months ago, I have been trying to switch to Ovo for my solar panel FIT tariff payments. My quarterly read is due today, and I don't know whether I should be contacting my old supplier, or Ovo.

I sent in all the transfer forms on July 5th, and evidence which was required, and received an auto reply saying I would get a response within 10 days. I heard nothing.

On 14th August I rang the FIT team and spoke to Charlotte, who replied advising "I can confirm that I have now requested for your FiT to switch to OVO on the 16th August." and that I needed to submit meter readings on this date, which I naturally did (10900), via email, at 8.43am.

At 2.25pm the same day, I received an email from Toni Hankinson advising "I'm emailing to remind you we need a generation reading to complete your Feed-in Tariff switch this month. Please provide a reading by Wednesday 30th August - you can provide your reading via email using fits@ovoenergy.com. Once we have your reading we'll be in touch with a welcome email within 10 working days.".

I replied, immediately, with a copy of my earlier email, informing them that I had already fulfilled their request. And I waited. And waited. And waited.

It's now 12th September, 10 working days have long since passed and I have heard NOTHING. No acknowledgement, no apology, no confirmation, nothing. I sent another email in to fits@ovoenergy.com yesterday, requesting confirmation of what was happening on the account as the FIT read is due today. Again, silence.

I have to say, I am really disappointed! I left Scottish Power because their customer service was appalling and this does not bode well at all, for a new customer 2 months into an energy supply contract.

So today I have emailed my meter readings to both Scottish Power AND Ovo. Because I don't have a clue who is supposed to be paying me, and I still haven't received a Welcome pack from Ovo, or a "sorry you're leaving" message from Scottish Power.

Does anyone actually work in the FIT Tariff Team?


Hi @SueP

Thanks for getting in touch about this. I've moved your comment over to another topic on contacting the FIT team. Just a quick one to advise that we have been operating with a small team due to a lethal combination of sickness, holiday and training. But the FIT team are back up to full strength and catching up on their backlog!

So that I can chase up a response to your emails, I'll send you a PM to get some account details.

Thanks,
Tim

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