Hey ​@wdan96 

Sorry to hear about this.

From what you initially posted, I too would have recommended the remote commands be sent by the Support Team to resolve this issue, I do hope it’s not a wasted journey.

Please do keep us updated with how that appointment goes. 

Thanks ​@Abby_OVO 

The engineer has just confirmed that the meter thinks it's a single rate tariff even though my account is on dual rate. He'll be asking OVO to make the change to their systems which can take 48hours.

This is very frustrating given I explained this already to the service desk. Because my storage heaters are hard wired I am unable to heat the house for another 3 days until I can check if the system is working.

I'll post an update based on what happens next.

Ok, so after 3 whole days being without heating or hot water, an engineer finally came over to take a look (after spending a long time yesterday on calls being passed from one person to another and kept on hold, and being told so many different things), the problem was identified as a tripped switch and was resolved in 0.5 seconds.  It is absurd that it was so simple considering all the disruption and discomfort it caused.  The engineer has kindly given me his contact number in case it happens again in the next few hours and offered to install a replacement meter if it did trip again.  The whole process has been so frustrating and disempowering, I have emailed the complaints team and I’m keen to seek an alternative supplier now.  I dread to think how much it cost to send the engineer out, I’m imagining that that cost will be passed on to the customers.  Thank you to those of you who took the time to respond to my plea for help, thought it was worth sharing this (hopeful) solution in case it comes up again.

It’s worth noting that most other suppliers don’t benefit from a Forum like this one - and certainly wouldn’t be so willing to send out engineers to do what the engineer you had did.

The cost is absorbed by OVO’s profit margins. Don’t worry about that part - it’s covered.

A tripped switch? Are you referring to a breaker in a consumer unit (what we used to call fusebox)? 
  

Whenever an electrical appliance stops working, people will normally check the appliance itself - that it’s properly plugged in and switched on, for example.

If that’s all in order, the next step is to check the consumer unit. This contains breakers that trip automatically to prevent damage if there’s a fault somewhere. Some breakers are very sensitive and can trip if, say, there’s a sudden surge, e.g. caused by a lightning strike. If resetting the tripped breaker allows the appliance to start working normally again, there’s nothing much to worry about. If it happens again repeatedly, time to call in the electrician.

Yes

Hi ​@Clairey_bell,

I’m sorry to hear about the experience you’ve had. I completely understand your frustration.

I’m glad to hear that it was resolved in the end. Thank you for coming back to share this update, it may be very helpful for others in future.

Sadly this is still ongoing and I'm without heating.

OVO had difficulty obtaining the engineer report, and then scheduled a second engineer that didn't show.

I was contacted yesterday by a helpful lady at OVO who insists they are looking into this. Hopefully positive news soon.

Hey ​@wdan96 

I’m so sorry to hear this how frustrating. Are they going to exchange the meter itself? 

There is the option of raising a complaint. You can find out more about the complaint procedure on our website.