RTS Meter replaced successfully with new smart meter!

Hi ​@Ben_OVO , thank you. I have had a couple of responses, including a lovely phone call from an agent who did seem to realise this wasn't a standard problem. She asked for screenshots of the messages on the webpage and the app and I emailed them over, but unfortunately it was a different agent who replied.

If I'm reading the latest reply correctly, that agent thinks it is temporary and will resolve itself because OVO is receiving the half hourly readings ok. As you know, this is a permanent issue that someone will actively need to fix (at least, it hasn't fixed itself so far!)

I've replied again asking for it to be passed to the appropriate team to investigate so we'll see how it goes! If there are any strings you can pull in the background, that would be lovely! :)

​@ClaireL thanks for the info. I think you’ve done the right thing getting in contact via email in this way, and I hope this is fixed soon.

I’ve sent you a private message, have a read and get back to me when you can.

Cheers!

Thank you, I've replied. 

I do realise this isn't core functionality - at least I'm being billed right! But it would be very handy as I fiddle with the heat pump settings :)

Morning ​@ClaireL, I hope you’re well.

​@ClaireL I can confirm that the reason you’re not seeing any online / app usage is because you have two supply points (MPANs) listed on your account. One of these is being billed under the new meter, and one of them is sitting as ‘de-energised’ and is not being billed.

There is a workaround to get this fixed, however it would mean that you’ll have a new OVO account. The process is that you’d need to contact our Support Team and request that they close your account as if you’d moved out, and then set you up a new account straight away, as if you’d moved in. We call this process a change of tenancy (COT). 

Once the COT is processed, you’ll have a new account with just one MPAN (your live meter), and this will mean you’ll have usage data. Please bare in mind, you won’t have any historic usage data, and it will begin from when the account is set up. Any credit on your account will be refunded to you, and the account final billed. Once the new account is live you could then log into your new account and make a card payment for whatever was refunded (or whatever you’d like). The Direct Debit would also need to be re-set up.

I would personally say that the best way to request this process be carried out would be to either email hello@ovoenergy.com, or call 0330 303 5063. I know this all sounds long-winded, however I did used to work in OVO complaints and have carried out this procedure, and can confirm it isn’t too complex for an advisor to do. Apologies - I can’t do this for you myself as I no longer have access to customer accounts on the Forum.

If you decide to go down this route let us know, and ​@awills61 - I’m wondering whether this may already have been done for you, given that you’re seeing the ‘onboarding’ new customer message on your online account.

I hope this helps 😁.

​@Ben_OVO I assume that this may have been done for me. I’m still seeing the on boarding message on the web and in the app so, 3 days now, so won’t know until the process is finally complete. Whenever that is!

​@Ben_OVO thanks for looking into it. I'm on a fixed tariff at the moment so would that process be possible or advisable while it's in place?

​@ClaireL under normal circumstances you wouldn’t be able to move out of your home and then set a new account up with the same fixed plan in a new home. However, this isn’t normal circumstances. When you contact in ask if we can set up the new account with the same rates fixed until the same date. You won’t be charged any sort of exit penalty either.

Let us know how you get on!

​@Ben_OVO Just had a very frustrating web chat with support. I get asked all the same questions as before, get told everything looks alright and that a ticket will need to be raised. At least I was given a reference number this time. I have no confidence that anything will be done this time. There seems to be no joined up process in support that follows issues through from start to finish. I’m currently in limbo can’t access my account and nobody seems to know what to do or when it may be fixed. 

Hey ​@awills61 

Sorry to hear you’re having issues.

Keep us updated this week if you hear anything on that ticket. Hopefully you do sooner rather than later, if you’re still no further forward with no word, I’ll see what I can do to take it offline and assist further if possible/necessary.

​@Abby_OVO I haven’t heard anything yet on the status of my account, still showing on boarding message - it has now been 6 days in this state. I do have a question though; If my account was going through the COT process, as described by ​@Ben_OVO in a previous message, would you expect my Direct Debit to go out this month? It went out today as normal.