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My gas smart meter's not communicating and I can't read the screen due to condensation - How can I get the meter replaced?

  • 23 November 2021
  • 4 replies
  • 66 views

I had a smart meters fitted for electric and gas in August this year, since being fitted the gas meter had never given a reading( the electric has). I’ve had countless phone calls with customer support at OVO  with them trying updates remotely that didn’t work and then was told that an engineer would contact me to sort this out, but they was no way of saying when, I would just have to wait.

when I made a complaint about this I was told that there was nothing else that could be done and that they couldn’t leave a complaint open so I must agree to what was happening. 
 

I moved to ovo to be more environmentally friendly and thought by having smart meters I would not have to worry about readings! 
I have to say its been there worst experience I’ve ever had with an energy supplier and would strongly advise anyone else not to bother.

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Best answer by Jess_OVO 24 November 2021, 15:24

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Userlevel 7

I’m so sorry to hear of the communication issues you’ve experienced with your new gas smart meter@mattwhyman, particularly as it means you’re still having to submit your gas meter readings manually.

 

It sounds like you’ve already been in touch with the team and they’ve been unable to get things sorted remotely,  which is why we’d need to schedule in another engineer’s visit. I appreciate the frustration that’s been caused by the lack of clarity over when we might able to get something arranged. We’d always try to get an appointment booked in as soon as possible but this is dependent on engineer availability in your area.

 

As you mention you’ve raised a complaint but weren’t happy to close the complaint without an appointment timeframe you should’ve been given the option to escalate your complaint. Even once a complaint has been closed it can be re-opened and escalated at any point so we’d encourage you to get back in touch with the Support Team to request this. You can see our full complaints procedure here.

 

Quite apart from the meter communication, if your meter screen is blank, or can’t be read due to condensation behind the screen this would be classed as a faulty meter for which we can schedule a faulty meter exchange.

 

It might be worth checking out the advice given in this related topic as we’d need to make that if the condensation is due to an issue with your meter box, this is fixed before a meter replacement is arranged. If you haven’t already I’d recommend taking some photos of the meter showing the condensation and emailing these over to the Support Team to make sure this can be addressed as a priority.

 

I’m hoping we can get the initial issue resolved quickly so you can enjoy the full benefits of going smart!

Thanks for your reply but….  I’m sick of contacting ovo I feel they should contact me. Also I can’t give readings as my gas meter screen is just fogged up, with no read out. 
so you are just guessing what I use and have been since August.

Userlevel 7
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If you can’t read the gas meter at all, then this counts as a fault and you qualify for a free Meter Exchange to get that sorted out. I don’t think it has to be done as an emergency job, but it can definitely be investigated and sorted out.

I can understand the difficulty you might be having here, but if you let the Support Team know about this and show them a few photos as proof, I can promise you that they will make arrangements to get it fixed.

Userlevel 7

 

If you can’t read the gas meter at all, then this counts as a fault and you qualify for a free Meter Exchange to get that sorted out.

 

Our community volunteer, @Blastoise186, has given some tip-top advice with this one. Quite apart from the meter communication, if your meter screen is blank, or can’t be read due to condensation behind the screen this would be classed as a faulty meter for which we can schedule a faulty meter exchange.

 

It might be worth checking out the advice given in this related topic as we’d need to make that if the condensation is due to an issue with your meter box, this is fixed before a meter replacement is arranged. If you haven’t already I’d recommend taking some photos of the meter showing the condensation and emailing these over to the Support Team to make sure this can be addressed as a priority.

 

I hope this information is helpful in getting things sorted - Don’t forget to pop back with an update or any further questions you might have, we’re always happy to help here where we can. :thumbsup:

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