RTS Meter replaced successfully with new smart meter!

After spending two hours on the phone yesterday afternoon with no resolution this has been raised as a complaint and I was told I should hear something in 24-48 hours.

Hi ​@awills61 

Sorry to hear the team weren’t able to find a solution for you and it’s now gone to a complaint.

Do let us know how you get on with the complaint, hopefully they’ll be able to resolve the issue.

Not heard anything back from the complaints department. I have received an email about my final bill today and it includes a back billing write off of £113.54. There is no expanation of how they arrived at this figure, unfortunately by my calculations the error was £372.68 so I think OVO still owe me £259.14.

I’ve now had an email ‘explaining’ the £113.54, apparently my bills were underestimated. This is not the case - the amount of energy used in their calculations has not changed but the unit rate has.

Picking an example bill.

This is what I have been charged because of the underestimation

This is what I was originally charged, no difference in usage just a different rate 

This is the tariff in effect at the time. The new calculation has replaced the heating unit rate with the unit rate, effectively changing my tariff from a dual rate to a single rate. 

This is the case on all 22 bills that had aTHTC component until my smart meter was fitted I'm May 2025.

Hi ​@awills61 

Sorry this is still ongoing, if you’ve not already sent these same screenshots to the team handling your complaint, I’d definitely recommend going back to them with these as they should also be able to see the version history. 

Hopefully they’ll be able to see the same ones or if there’s another issue that’s causing it that needs resolved.

Do keep us updated on how you get on.

I don’t have a complaints team at the moment. I’ve just had the generic we will contact you in 2 days email. 

​@awills61 good morning.

​@Abby_OVO is on annual leave today and I’m picking up this thread this morning. I’m sorry to see what’s happened here, and it’s good you’ve spotted the disparity in the unit rates you’ve been charged. This is, of course, not the same as an ‘underestimation’, as OVO have described it.

Normally our Complaints team respond within 48 working hours. If it’s been over that time you’d be well within your rights to chase this up. Please do keep us updated of everything that’s said to you by the Complaints team, it’d be good to keep an eye on this one and I hope they can explain what’s happened when they respond to you.

I now have a named contact in the complaints team and will update when I have further information. 

Thanks ​@awills61 🤞