Hello,
I'm an ex-SSE customer that was migrated to OVO in June 2023.
I had a new smart meter fitted on the 16th of December 2022 by SSE and since then I had an issues with the Economy 7 tariff.
Initially, all appliances connected to the off-peak rate circuit (port 5) were always ON instead of turning on and off during rate changes.
After contacting SSE support and later on OVO support multiple times, on the 17th of July 2023, OVO sent an engineer that supposedly fixed our issue but instead it changed to the opposite way:
All appliances connected to the off-peak rate circuit (port 5) are now always OFF during both peak and off-peak hours.
Our heating system consists of storage heaters which are all connected to this off-peak circuit so we are now effectively without heating.
We contacted the OVO support multiple times about this issue with no luck.
They sent multiple emergency and non-emergency engineers and none of them was able to fix our issue beside worsening it on the 17th of July.
By going through other posts on this forum, I came to the conclusion that our problem is probably due to a misconfiguration of our smart meter that could be fixed remotely by OVO, specifically the ECAUL and ALCS config via SMETS commands.
I tried to mention this possible fix and those commands multiple times during phone calls and chats with support but they don't seem to understand what I'm talking about or flat out ignore it.
Both yesterday and today they sent an emergency engineer that as aforementioned were unable to do anything about it and told us to ask for an OVO engineer.
I tried this but the earliest would be the 29th of January which is ridiculous as we would be without heating for 2 more months during winter.
I’m not sure what to do at this point. I also raised formal complaint through the webchat but that seems not to do anything.
