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I was migrated from SSE(Standard Economy 9) to Ovo (Simpler Energy - Economy 7) earlier this year. During migration, I recieved a letter stating 

“We wrote to tell you that we were moving your electricity supply to OVO Energy. Great news! Your move is now complete. With OVO you can expect clean, affordable energy - plus the same great customer service. And you can rest assured that your prices haven't changed as a result of the move, you'll still pay exactly the same.”

However, I just noticed that my Ovo Plan has only 7 hours of Off Peak usage.  The main issue now is that , All my storage heaters are getting Powered ON by the meter, during Peak tariff hours (1 PM to 4PM and 8 PM to 10 PM this was non-peak hours in my previous tariff ), Which is resulting in heavy un-intended consumption and unfair billing.  

Will OVO be able to refund this consumption, as METER was expected to work as per the new OFF Peak timings ?  Am I entitled for a compensation due to their fault in correctly configuring the SMART meters OFF peak supply timings?

P.S : I have a ACLARA- multi rate smart meter. So, it has 2  seperate readings, and the meter turns on the supply to heating appliances during OFF peak hours.

Hey @robhay1980,

 

I’m really sorry for the issues you’re having, 

 

I’ll ask Forum_Support to reach out, please keep an eye on your private messages. 

do you have any idea how we tackle this issue

 

First, you have to assemble a whole load of evidence to show what’s not working properly, then add this to the complaint you have open already. If everything isn’t fixed to your satisfaction within eight weeks of the date your complaint was acknowledged, you can escalate it to the Energy Ombudsman, who will try and force OVO to rectify the problems.

 

  

… had engineers out to look at the problem to no avail 
 

From what we’ve seen so far, there’s nothing a visiting engineer can do to correct the faults in the system if your meter is successfully communicating. They involve software changes, which have to be done remotely by the supplier (OVO). He might be able to help if there is a communication problem between OVO and your meter, but you haven’t suggested that there is one.

 

Hey @robhay1980,

 

I’ve asked Forum_Support to reach out, please keep an eye on your private messages. 

Hey @robhay1980,

 

I’ve asked Forum_Support to reach out, please keep an eye on your private messages. 

There is nothing the forum can do apparently as we have escalated to the highest level already and yet they do nothing about it. 

I understand @robhay1980. You can find out more about the complaints procedure on the website. 

 

If your complaint has been escalated it’ll be to our specialist complaints team. They’re highly trained and speak to people across the business to help us put things right. We use the complaints team if:

 

  • The customer care team aren’t able to solve your complaint quickly
  • You’re not satisfied with what we’ve suggested
  • The issue is more complicated than usual, and needs a more specialist skill or other team members to resolve it.
  •  

If your complaint is passed to this team, you’ll be given a dedicated complaints handler. They’ll get in touch with you, to make sure they fully understand what’s happened and how it’s affecting you. They’ll also ask what you’d like to happen, so we can reach a solution you’re happy with as fast as possible. They’ll also keep you informed on their progress as they work towards the solution.

 

If you want us to check how our team has handled your complaint, you can ask for an internal review. You can do this at any stage of the process. Even if you’ve agreed to a solution with us, you might then decide it wasn’t the right one. Contact us and ask for an internal review.

 

We will do everything we can to resolve your complaint as quickly as possible. In a small number of cases it might take longer and if it’s taken over 8 weeks, you can speak to the Energy Ombudsman. We may also write to you with a final decision that you disagree with. This is called a ‘deadlock’ letter and you can also speak to the Ombudsman if you are unhappy with our actions. The Energy Ombudsman provides a free, independent service.

 

They’ll review what’s happened and how we’ve handled your complaint. First, they’ll look at everything we’ve done so far with your complaint. Then they’ll decide if we should have done more – and what we need to do to put it right.

 

Here’s how to get in touch with them:

Helpful to know – you don’t have to accept their decision – but we have to.

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