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Anybody know who SJN are, and their contact details? They were supposed to come and replace my soon-to-be-obsolete Telemeter on Wednesday. Ovo can only tell me that the electrician from SJN reported that the “client cancelled prior to appointment”. Downright lie. 

Just spent an hour trying to rearrange this appointment. Soonest is December - given I have been asking OVO to do this since February I’m not happy having to wait another six weeks when I didn’t cancel this appointment. 4 previous appointments were cancelled by OVO as made in error but I was quite hopeful for this appointment, don’t know why.

The first OVO rep told me it was SMS who had been asked to come out - I contacted SMS who said they had no record. Called OVO back who said it was a company called SJN (he thought!) but I can’t find any record of them when googling. I’m hoping to contact them direct to book……...SMS would have been happy to book direct with me, had they had my details. 

There is a company SGN but I think they only deal with gas services

Hi, thanks, I did find SGN when googling but the OVO guy definitely said ‘J’ and I don’t have any gas meter at my house - perhaps that’s why they didn’t turn up, they might have realised this error beforehand but didn’t let me know😃. 

Hi @AngieMc,

 

I’m sorry to hear this. This is definitely not the experience we want for our customers.

 

We only use SMS for our smart meter appointments as far as I’m aware. I apologise if you’ve been told otherwise.

 

If the engineer failed to attend without at least 24 hours notice of a cancellation, you may be eligible for a standard £30 compensation known as Guaranteed Standards of Performance (GSOP) payment.

 

This thread might be helpful: 

 

 

 

Thank you for your reply Shads. I phoned SMS who had no record of my address in their database, so OVO had not asked them to do the meter exchange. I then phoned OVO again and a different customer agent said I had been told incorrectly that SMS has been given the job and that it was another firm called SJN, who I can't trace. 

If you can find out who was instructed and why they said I'd cancelled the appointment days before (I hadn't) and why I have to wait another 6 weeks for them to 'try again'. I didn't rebook as I'm fed up with failed appointments. This will be my 5th. I would gladly pay over £30 to guarantee they arrive next time. 

 

My account number is *Removed by mod*. If you would look into who has been asked to do the work I'd be very grateful. 

 

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