RTS Meter replaced successfully with new smart meter!

Yes a DD should still be taken, you are still using energy so if nothing else taking the payment helps prevent racking up a large debit on your account.

I had a similar ‘onboarding’ block, just as you describe yours, following a (not RTS) meter exchange last year where there was a problem with meter serial numbers and the national database.
It took a few months to resolve because things can grind slowly at the database. Especially at the moment, there are lots of more complicated RTS meter exchanges going on.

In such cases problems can arise that OVO support can’t handle themselves, it needs a higher computer access level.
So it is good that support have raised a ticket and given you a number.
That means things have been escalated and will (eventually) get to a ‘Digital Resolver’ who will be able to sort things out for you.

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Just for interest this is taken from an email I received when I had my own ‘onboarding’ issue last year, guess who it’s from?
 

Yes, that is the same Ben who is now one of the forum moderators here, he knows exactly what he is talking about above because he used to do it himself.
Once on the case he sorted out my account quickly.

 ​@Abby_OVO 

It is a week since the last tech ticket was raised and I have not heard anything. So a brief web chat reveals that there is no update!

Hijacking again briefly to reply to this - I managed to get hold of a Bright CAD/IHT which allows me to get live data in the Bright app. I decided to leave it at that for the moment to keep my historical billing info intact for the first year of having the heat pump, for comparison's sake. When the fixed rate ends next June I'll consider asking for the COT to be done. Thanks for your help! 

I hope that the process worked in the end for ​@awills61 

​@ClaireL Five days after my last post I still hadn’t heard anything so I raised a complaint. After not hearing back from the complaints department after a further week. I switched to Ecotricity (I had been considering doing this regardless) and now I am awaiting my final bill.

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

I’m happy to hear that you’ve found a workaround for this and have at least some visibility of what’s being used now, but it’s a shame that a workaround was necessary. Please let us know in future if you decide to go down the CoT route. I just want to link you to a fantastic guide ​@BPLightlog wrote up about using third party apps - you might find it useful!

​@awills61 I’m really sorry to hear that this remained unresolved for you - that’s very disappointing to hear, especially as it’s resulted in you switching supplier. I wish you all the best with the Ecotricity, and I hope you have a trouble-free time as their customer. To confirm, if you do decide to switch back to OVO at any point then everything should work fine, as you’d have a new account set up. Apologies again for how this all panned out. 

By all means continue to use our Forum if you’d like to, it’s an open platform for all, even if you’re with a different supplier.

​@Ben_OVO I just popped into the OVO app to check something and suddenly I have usage graphs going back to when the smart meter was put in last December! I'm not sure what happened but I'm very pleased to have it without having to go through the CoT process. :)

Hey ​@ClaireL,

​@Ben_OVO is away on annual leave, so I’ve sent him this link so he can see it next week when he returns. Thank you so much for the update, and I’m glad to hear things are now sorted and you can see your usage graphs 😃

An update on my current situation having moved from OVO to Ecotricity.

The move itself went seamlessly and no issues with Ecotricity so far. 

I have now got access back for my OVO account and this is where I have some more issues.

My final bill should be being produced soon according to the timelines I was given when I left, the problem is that all of my previous bills since I was migrated to OVO back I August 2023 have been recalculated using an incorrect tariff. This has resulted in an approx. £300 charge on my account. 

Why has this been done? Surely my last bill from June and the energy used between then and when I left is all that’s needed to work out my final bill.

Hey ​@awills61 

Sorry to hear this, although I don’t see why the bill history would have changed retrospectively to a new tariff and recalculated. 

Any new tariff should only have been applied from the date it was confirmed to begin, so unless the wrong tariff details were historically used on those old bills, this doesn’t sound like something I’d expect to see.

I think it’ll be worth checking in with the Support Team here to double check these bills and get that corrected if needed. We do have a helpful topic on the Forum about the back-billing process which might also be helpful here, I’ve linked that below:

Do let us know how you get on here

​@Abby_OVO I rang support this morning to try to explain what appears to be wrong but I was cut off and they did not ring back. From my investigations it appears that all my bills between 202308 and 202505 have been recalculated using one rate and not using the heating rate that applied when I was on the THTC tariff. Going through the old bills I have, I downloaded them when they were produced, this amounts to and extra £362.18 being added to my bill. I switched to a single rate when I had my smart meter installed and this may have caused the miscalculation. I still cannot see why this had to be done in the first place.

What is the easiest/quickest way to get this resolved as a phone cal seems to have failed?