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How long should I wait for an engineer visit to commission my smart meter?

  • 16 September 2018
  • 8 replies
  • 657 views

Trying to gauge if waiting over 4 months is excessive.
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Best answer by Eva_OVO 18 September 2018, 12:23

Hey @Gareth Noakes,

It sounds like you've been added to our "Ad-hoc list" - this basically means your details will be passed onto an engineering company, so they can arrange an appointment to commission your meter.

At the moment, there's a limited availability for engineers to carry out these appointments, which is why you've been waiting longer than usual.

This is something we're working on though, we want to make sure we have engineers in place so we can offer appointments to all of our customers all over the country.

As soon as we have availability in your area, an engineer will be in touch to commission your meters.

Eva
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8 replies

Has both gas and electric smart meters installed over 4 months ago. Gas works fine, still waiting for an engineer visit to properly commission the electricity meter as it wasn’t done correctly at installation.

Just keep getting told there is a high demand for engineers in my area. Guess it’s more important/lucrative to get new meters installed instead of making sure the ones they’ve already installed are working correctly.
Userlevel 4
Hey @Gareth Noakes,

It sounds like you've been added to our "Ad-hoc list" - this basically means your details will be passed onto an engineering company, so they can arrange an appointment to commission your meter.

At the moment, there's a limited availability for engineers to carry out these appointments, which is why you've been waiting longer than usual.

This is something we're working on though, we want to make sure we have engineers in place so we can offer appointments to all of our customers all over the country.

As soon as we have availability in your area, an engineer will be in touch to commission your meters.

Eva
Hi Eva,
An ad-hoc list, by definition is something you have to hold low priority items until ‘you get round to them’.

I would have thought sorting out problems for dissatisfied customers would rank higher in the priority order

Regards
Gareth
Userlevel 5
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Hi @Gareth Noakes,

The list Eva's referring to is worked through chronologically, and depending on the availiability of engineers with the approprIate training for each specific appointment. It's not a low priority list, it's for isolated issues that need specialist attention.

I'm really sorry we've not been in touch just yet. Rest assured it won't have been forgotten - we'll be in touch as soon as someone's in the area who's able to do the job.

Nancy
Hi Nancy, thanks for the explanation, I understand and apologise for the rant.

Kind regards
Gareth
Userlevel 7
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Can I add to what @Nancy_OVO has just explained please @Gareth Noakes?

Not all geographical areas of the UK are covered equally by meter engineers operating for OVO. And not all areas are covered by OVO's own employees. Sometimes they use sub-contract firms who specialise in Smart Meter installations.

OVO have a number of engineers with higher skill levels. They can deal with problematic sites, possibly due to "old style" isolation switches or master-fuses being present, for example. If your site requires one of these engineers, then there will be a somewhat longer wait until one with the appropriate skill set is working in your region.

Could I ask you to complete your Forum Profile please? That way we can all check the area you live in. This helps others in the same region to comment more accurately in response to your question.

Thanks.
And the answer is (drum roll..........) about 6 months.

To be fair, I know it was not an urgent issue, but thought I’d update this thread to let anyone who’s interested know.

Problem seemed to be that my electricity meter was a reconditioned unit (as suspected as the starting reading value was 15,000 odd units) and the engineer who came to fix the problem suggested it may not have been fully ‘reset’. The meter was also showing ‘Default’ instead of ‘Credit’ which may have contributed to the missing cost and tariff info on the IHD.

After the visit am now seeing cost and usage info for both gas and electricity on the IHD, but appears that is now sending readings every month (instead of 1/2 hourly), but that’s the subject of a different question just submitted to the forum.
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Sorry to hear about the long wait @Gareth Noakes. As we mentioned before, this will vary depending on region and engineer coverage. Glad to hear it's sorted now though.

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