Letter from Engage saying that my meter may not be working properly?

Good morning ​@Sianisven and a warm welcome to the OVO Forum. I hope you’re well.

Thanks for your post and, most importantly, please don’t be alarmed about the contact from Engage. It could be that they have incorrect information, or that somewhere wires have been crossed. I should be able to reach out to a colleague who deals with Engage to see what’s going on. I’ve sent you a private message - please get back to me when you can. 

Also, with regards to having autism, I’d recommend signing up to the Priority Services Register if you haven’t already. This is a free service with numerous benefits, the main one being that the Grid will look to get your property back on supply with priority, should there be a power outage in your area. You can find out more, and sign up here: https://www.ovoenergy.com/register-for-priority-services.

Cheers!

Hi Ben, I forgot to update this, I have since phoned the Pay As You Go line and spoke with a very helpful person who ran a remote diagnostic test and couldn't see any issues. But for my peace of mind, someone from Field Force (one of your contractor agencies) is coming to double check the smart meter on the 21st of January. The person I spoke to said it could just be a case of Engage having outdated information. But IF there's an issue, then it is all in hand hopefully. Thanks for getting back to me though.

And yes, I am on the priority register. First thing I did when I had the smart meter fitted last year and discovered I was eligible!

​@Sianisven thanks so much for the helpful update - I’m happy to hear this is all ok.

Feel free to come back and ask any further questions at any time; we’ve got a really helpful community here.

​@Ben_OVO 21/1/26 update: the man came (I was in work but mum was in the flat). He looked at the meter, pressed the A + B buttons, took photos of the screen on the meter and basically said that he had no idea what Engage were on about, my smart meter is working fine and that I didn't have to worry. He's had a few call outs like this recently and every one has been a false alarm. Mum said the guy was ever so nice. Asked a few standard questions regarding how I top up, does it register the top ups, etc. Didn't even want to see the IHD. Now my little autistic brain can get off the worry loop!

Morning ​@Sianisven,

Thanks so much for the update - I’m happy to hear that there was nothing to worry about here. I’m sorry for the concern caused by Engage, and I’ll report this internally.

Take care 😁.

​@Ben_OVO I have had a second letter from Engage regarding the 'faulty' meter. They actually turned up on my doorstep but I wasn't home. They are now threatening Right of Entry. For a meter that is outside. Again, I have phoned Ovo and requested that they update the records with Engage. The person I spoke with has supposedly spoken to Engage while I was on hold to ask them to remove me from their list. I was supposed to get an email from Ovo stating this, but have not received one as of 6pm 12/2/26. If Engage do turn up with a warrant and break in, I will be instructing my landlord to take legal action to recover the cost of damage to the communal door and my front door. The warrant would be null and void as there is no basis for them to gain access to my property. I am extremely angry that this has continued when I was told that the issue had been rectified. 

Hey ​@Sianisven 

I hope you're doing well. Just a heads up, Ben_OVO is currently on leave for a couple of weeks, so he might not see this right away. I’m really sorry to hear about the stress Engage has been causing you; I can only imagine how tough that must be!  

Have you had a chance to chat with our Support Team about not receiving the email that confirms Engage isn’t pursuing any actions against you? If not, I’d really suggest giving them a call or reaching out through live chat. They’re really helpful and will make sure you get the information you need.  

Hoping for a quick resolution! And please feel free to keep us updated on how things are going.

Hey ​@Sianisven, 

I'm glad to hear that you received the email confirmation, and I hope this resolves the situation for you. I've reassigned the best answer in the thread to show the final outcome that was achieved. 

If you have any further questions, please don't hesitate to reach out!