Hi All
I’m looking for help and advice in getting an issue resolved that is currently on day 2 with no resolution.
I’ve transferred from British Gas to OVO on 02/01/24. I was a prepayment customer (Pay as you go) with British Gas and applied and was accepted as a pay monthly customer with OVO. I have smart meters for both Gas and Electricity.
Unbeknownst to me, My Gas Smart Meter stopped functioning correctly prior to the switch, the meter stopped communication with the network and would not receive payments from British Gas. When I have switched to OVO the meter should have switched to a Credit setting as opposed to Pay as you Go. Because there is a communication issue with the meter this means it is now stuck in Pay as you Go mode. I have no way to top up the meter with British Gas anymore as the supply has transferred, and I have now way to top up with OVO because they have me as a pay monthly customer. I am now completely off supply for Gas as the remaining credit for the meter has run out.
The only way to resolve this issue would be with an Emergency Meter Exchange. I requested this originally on 03/01/24. I was told the first time I called that and Engineer had been booked. This turned out to be incorrect. I called again in the afternoon and a helpful advisor told me he would deal with this. He called me back with a booking reference and said the engineer would be here in 4 hours. No engineer arrived. By this time, customer services were closed.
I called again this morning (04/01/24) and explained the issue, another advisor booked an engineer for me, only for said engineer to arrive and me to find out that he was booked as a Pay as you Go top up issue. He took one look at my meters and said “these are smart meters, I can’t help here, they should have known” and advised me he could not swap the meter and I would need to request another engineer visit. I called back immediately and was told by another advisor they would get this done. I was on the phone with them for 2 hours before they hung up. I called back Again and got a new appointment booked. This was around 2pm. The advisor assured me they had booked the appointment as an Emergency Meter Exchange for a Pay Monthly Customer off supply for gas. I then waited until just before customer services closed, called again to double check that the appointment had been booked, and they confirmed yes it had.
It is now 7:37 PM and once again I have not received my engineer visit. I am still without Gas after 2 days. My question is, How do I go about getting this resolved?
