Failed smart meter installation, what next?

Hey @davericho,

Thanks for your reply.

My first thought was that the percentage increase looked like VAT which is 5%. But on calculating the difference they don’t add up to 5%, in most cases less.

What is the name of your tariff and where are you seeing these rates? If it’s online please send a screenshot. If it’s on your meter please send a photo.

Let’s get to the bottom of this!

Hi @davericho

Can you give us the info you see on this page to see if we can help? 

https://account.ovoenergy.com/plan

1. Electricity Standing Charge =

2. Electricity Unit Rate =

3. Gas Standing Charge =

4. Gas Unit Rate =

I have had two appointments cancelled at very short same day notice, the most recent being today. I called and was connected after 42 mins. I was told that the appointment was “pending” on the system but had a text advising of the cancellation. I was told to call again tomorrow, It was not possible to either re-book the appt or discuss compensation. I certainly have not received £30 for the first cancellation. Completely unimpressed with Ovo customer service and their Indian call centre. I have taken two afternoons off work and am now owed £800 in compensation.

Hi @Luap and thanks for flagging this. 

If you weren’t given 24 hours notice of the appointment not going ahead, you’ll be owed 30 compensation for each occasion. If this isn’t paid promptly, it’s doubled. 

It sounds like it’s been tough to get through to us yesterday. Mondays are often the busiest day, and this month has definitely been the busiest I can remember. Price cap changes and the government intervention is prompting lots of contact. I’m sorry you were affected. Reach out to us via web chat later in the week via this page and you can avoid hanging on the phone in a queue. 

Hopefully we can rebook and chase up that compensation from the engineer company. 

i am waiting for someone to fit my smart metres said between 12 and 4 today no sign of anyone should i be worried 

Any joy ?

got a message 5 minutes before the cut off time saying not getting done today

How annoying 🤦‍♀️

So annoying, sorry to hear, @taxijim33. As you weren’t given at least 24 hours notice, you’ll be getting £30 compensation. 

I’d recommend waiting for us to contact you about that compensation and re-booking. Give us a chance to put this right, but our Support team are here if you’d rather rearrange sooner. 

more problems with ovo they want to increase my direct debit from £101.00 to £180.00 even although i am £340.00 in credit after my last bill i think they are using people who are in credit to keep them going what about the pensioners and people with cash flow problems