Failed smart meter installation, what next?

fridge is being defrosted heating on lowest if gets too cold neighbour checks house and would turn up one light on with a timer so i have taken everything into account thanks

Hello there fellow OVO customers.

So I have been trying to get a smart meter fitted since march of this year. 

However SMS or Ovo have constantly cancelled my appointments or just failed to attend, am I the only one or are there other people like me??

Hi Steve29R,

I have been asking OVO to fit a Smart Meter for more than 2 years now. I’ve been a customer for 5 years. They have NEVER offered me an appointment in all that time. Meanwhile they send me repeated invitation emails to have one fitted and to book an appointment. When I do, they say “high demand in your area, no engineers available”. It is stretching credulity to believe that they could not offer a single appointment in all that time. I can’t find any way to progress this with OVO Management. 

There’s only a finite number of engineers available. OVO’s own engineers also handle SSE customers and SSE engineers now also handle OVO members as well.

SMS doesn’t just do jobs for OVO - it’s worth bearing in mind that SMS is a contractor that works for LOTS of suppliers. You just need to get in there before anyone else does, especially when demand is high.

If they take my booking then they should honour it, even when I explain it to both OVO and SMS they agree, but recently say it is due to a fault on my account rather than their own inability. Also at the time of booking SMS confirm to OVO that they can attend, then just fail to arrive or cancel. On my last complaint, the OVO person said that rather than retype it, he would just copy and paste my last 3 complaints in as it was the same each time.

Both companies represent the worst service I have ever received, and it is physically impossible to discuss it with anyone who holds a position of seniority. 

I’m really sorry that you’re both finding it impossible to get a smart meter, @Steve29R @Chris43 - different experiences, both bad. 

It’s true that we have a finite number of engineers. We rotate these across the country to ensure that everywhere at some point, appointments are available. It’s for this reason that I’m not sure why @Chris43 never gets any luck. The only thing I can suggest is to keep using the smart booking form. A complaint is also an option. 

@Steve29R if your appointment gets cancelled or the engineer doesn’t show without giving you at least 24 hours notice, you’ll be owed £30 compensation. If that’s owed and not paid promptly, it gets doubled. Our Support team can help you get that sorted if you think you’re eligible. I can’t comment on the reasons for the cancellations, they may be unrelated.

I know that OVO is recruiting more smart meter engineers as I had an add show up on my Instagram. I also know OVO are really keen to get smart meters fitted in as many homes as possible. It can be an operational challenge to make this a reality but that’s no excuse for a bad customer experience… 

I know how much the compensation is, as I am receiving it each time, but that is not the point. 

I would like for the engineers to honour the booking, and have what is promised to me each time I book. Not be cancelled each time, of someone needs to be cancelled can't it be someone else for a change, or of you are incapable of installing it just say I am sorry but we are incompetent. 

Hey @Steve29R,

Really sorry to hear this,

If you’ve already received compensation for the missed appointments, but are unhappy about the service you’ve received a complaint may be the best option.

Hope this helps. 

As suggested by Tim_OVO, I put in a complaint email. Received a polite response from the complaints department saying they understood my frustration about a 2 year wait but that there was nothing that could be done. I just have to wait.

I did put a complaint in, I put a complaint in each time I have my appointment cancelled. The last person I spoke to said ,and I shall quote him directly. I will just copy and past the details from your last 3 complaints, and submit as this complaint. 

Putting in a complaint doesn't mean that you will get an appointment, or that the engineer will attend. 

All I want is for OVO to deliver what they said they would