Hi @Sam6555 ,

I’m afraid this isn’t something we can help out with via the forum very easily. I’m going to try and summon @Tim_OVO and @Jess_OVO as fast as I can, but I can’t promise they’ll see this thread before they go home for the weekend.

Thanks, anything will help rght now, really atmy wits end with this. 

No worries. To save yourself some time, I’d probably suggest having a chat with Boost before asking to have the call transferred to OVO. There might be something on the account that requires your attention and as a forum volunteer, I’m afraid I can’t check that.

If it was a mistake, they’ll be able to make arrangements to migrate your account back to OVO within a few weeks at most.

As for your email bouncing… That’s something I’ll ask Tim to pass back. It could have just been an overloaded server or perhaps you typed the wrong email address? Because of Martin Lewis, there’s been a huge flood of emails to all suppliers recently, so I wouldn’t be surprised if they’re all getting a bit overloaded.

I just sent a test email to hello@ovoenergy.com using a domain that I control and an email address that OVO has never seen before. It seems to have accepted that, so perhaps try again?

I tried 5 times yesterday with the email that’s tied to my Ovo account, all failed. I was sucessful afterwards with my gmail however. This along with my calls to ovo being redirected to Boost just tell me that when they changed my tarriff, they also effectively blocked my contact to them, this doesn’t seem to be an accident.

I’m afraid I wouldn’t know if that’s the case as I’m only an OVO member and forum volunteer, not an employee. I’ve done my best to let all the moderators know that you need help, but it’s close to their clocking off time and I’m unable to guarantee a response today.

If you can hang in there until Monday, chances are they’ll respond.

I’m so sorry to hear of the difficulty you’ve had when trying to reach the team recently, @Sam6555.

Just to provide a bit of context here, a switch from a Pay Monthly account with OVO to a Pay-As-You-Go account usually only happens as a last-resort part of our collections process. This change should should be well-notified ahead of time. If you’re not sure why the change was needed for your account this is best discussed with the OVO collections team who can be reached on 0800 0699 831 (lines are open Monday - Friday, 8am - 6pm and 9am - 2pm on Saturdays).

I hope this helps.

I understand why you do it, however for my side of the context. There was a £3k debt placed on my account, which after numerous phone calls we discovered it must have been due to a bad estimated bill, probably from when my meter got changed from an old school one to a smart meter. Just gonna presume the guys installing it miswrote a number.

Ovo said all the debt collection/bad letters were going to be froze and everything was going to be investigated, I was requested to give meter reading 2 weeks apart, which I did on the 10th and 24th of March. After giving the second set of readings I heard nothing else whatsoever from Ovo, next thing I know I come home on the 7th March (I believe) to no gas/electric and my electric meter reading telling me to add £5 emergency credit.

I’ve been on a couple phone calls where we’ve got something sorted out only to find out that no changes actually got applied to my account. For example, I set up a direct debit maybe 1.5-2 years ago for £55, however when I was in contact with Ovo in the past couple months, I had discovered there was no direct debit attatched to my account. Also if I phone Ovo now, they seem to have zero trace of me on their database, through my accoutn number, postcode, or meter numbers. I’ve been told it’s illegal to remove data like this, I could be wrong however.

I will be wanting to put in a complaint about all this at some point, though I want to try and get everything sorted first. Right now I am waiting on a call back, hopefully today, to revert my account back to pay monthly, as organised on Monday.

I’m so sorry to hear that this change to your account was down to a inaccurate balance, @Sam6555.

As this doesn’t sound like the usual process, I’m hoping the Support Team are able to get things corrected for you. As you mention raising a complaint once things are sorted, we’d recommend taking a look at our complaints process which outlines the steps we’ll take to put things right.

Once again, I’m really sorry for this undue stress that this unexpected change has caused and hope things are resolved quickly for you.

Hi, today I received a letter addressed to me from Boost containing a gas meter top up card but I have not requested one.

Both my meters are SMETS2 credit meters and are not pre payment meters.

I have not requested to have a pre payment meter fitted.

Does anyone know what's going on.

Could someone have a look into my account to see if somethings a miss? I am now a little worried that an engineer will be turning up to exchange my credit meter for a pre payment meter when I haven't requested one.

I do currently have an issue with my gas meter not communicating with the network and it was showing up as being deregistered and removed, but this is currently being dealt with by Hannah at Site Works.

Please contact the Support Team directly about this one. https://help.ovoenergy.com .

I’m afraid we can’t access your account from here as forum volunteers.

Okay… ill give them a call first thing tomorrow morning.

Thank you

Be prepared for a wait as Mondays are always busy on the phone lines.

Yeah its fine… ive just spent the best part of the last 3 years on the phone to them.

The overall incompetence of OVO as a company is SOOOO bad… i really honestly have no idea how they are still trading.

Live Chat is a LOT faster. :)

https://help.ovoenergy.com .

Things are also about to become much better for you. Just wait for the Account Management Team to take on your account and you’ll notice a massive improvement.

There are loads of happy customers who don’t have problems !! I’m one of them…

I’m also happy with OVO as well, very happy in fact - and far more than I ever was with SSE!

Admittedly, yes. My account has had problems, but that’s mostly due to very unique circumstances that hardly anyone else is ever likely to encounter - and those circumstances have allowed OVO to improve their systems to prevent a repeat too.

The other problems I have, aren’t so much problems but just the fact I’m really good at smashing stuff to pieces - which actually benefits OVO as they effectively get free QA Testing out of me, and benefits me because it’s free bug hunting experience.

I guess I've just been one of the unlucky ones.

It took 2 years to get a faulty smets1 gas meter replaced. The SMSL engineer submitted a report 4 times saying I needed to have a dual fuel meter upgrade, but 4 times ovo booked the job out as exchange smets1 gas meter for like for like. So 4 times SMSL had to abort the job. Then SMSL failed to show up to my house 7 TIMES! in a row due to ovo not actually booking the job out. Which I received £30 compensation per meter. So 11 times I received £60 compensation! Yes its nice.. But it's a bit of a pain in bottom waiting in all morning for no reason. Then when they eventually got the job booked out correctly I was upgraded to both brand new SMETS2 metres the gas meter still does does not communicate with the electricity meter.. No HAN. And now ovo are saying the gas was showing as deregistered and removed. Needed to supply photos of my meters to prove they actually do in fact exist. Now I've got to wait 47 days for it to be registered back onto the system. They've also booked out an SMSL engineer to come out on 1st December (who might not even turn up because I haven't received a confirmation email and it's been over 2 weeks since they supposedly booked it) who will arrive to do a job that I don't even know what the job is.. 3 weeks before the 47 days for the meters to be registered onto the system has even expired.

In the mean time I've now received a Boost Energy top up card that I didn't even ask for.. I've never even heard of Boost Energy!!

How much of a mess can this be? How difficult can it be to get a smart meter to talk to another smart meter that's less than 100cm apart? The electricity meter does have WAN and is communicating with the network beautifully..

I've included a photo of my meters if anyone's interested.  Communication problems are deffo not to do with the location and I clearly don't have top up meters!

What's this new Account Management Team you mentioned?

It looks to me as if those meters are clearly close enough. If someone’s already investigating the issue, you’ll probably just need to wait for that to complete. Rather curious that a Flonidan SciFlo was fitted instead of a Flonidan UniFlo mind you...

The Account Management Team is a new service OVO is currently rolling out. If you don’t already have it yet, you will soon, possibly by the end of the year but most likely by the end of March at the latest. They take responsibility for dealing with basically everything on your account and try to be pro-active where possible. If they notice a problem for example, they’ll try to get it resolved before you even notice it yourself.

They’re part of the Support Team and it’s ultimately what the entire Support Team is being converted into. I was part of the earliest trials and have had it right from the start. Trust me, it’s a massive upgrade over the regular stuff.

What's the difference between the ScoFlo amd the Uniflo?

When I mentioned that I'd ever seen a gas meter like that before the SMSL guy said it was the super duper brand new version.

There’s not a huge difference between the two. The current versions of them are both SMETS2 and the latest hardware revisions of both now support Dual-Band Comms Hubs - which a certain Smart Meter Engineer friend of the forum absolutely loves because he’s able to get more than triple the distance out of them!

Realistically, the biggest difference is:

• UniFlo: Uses a Diaphragm to measure gas usage
• SciFlo: Uses Ultrasonics to measure gas usage

And not much else.

No moving parts in the SciFlo. The inside of the meter itself is completely different to normal gas meters

Well, as you can probably guess.. I'm certainly looking forward to this new Account Management Team to be rolled out

Its a shame I'm not already on it.. Because this is driving me around the bend and back again

That too!

In some ways, the UniFlo is best used to replace existing Diaphragm gas meters, while the SciFlo is best suited to replace existing Ultrasonic gas meters or cases where there’s plenty of space horizontally but not much space vertically.

I can honestly promise you that it’s a HUGE upgrade and I really mean it. I’ve often managed to get through in under 30 seconds because I’m routed directly to my squad every time and they’ve gotten to know me very well. As a certain someone has found out a few times… :P