New to the community but have read numerous posts on this subject and have learnt a lot in the process!
Brief history is that I bought an EV, moved to OVO so as to benefit from favourable EV tariff, have been trying to get a Smart Meter installed since May, constantly get fobbed off with e-mails/conversations like the one below and am no further forward. I live six miles from Colchester, not in the NW of Scotland.
Aside from the fact that I think the e-mail below is appalling - who is going to understand a mail like this without the technical knowledge required - what I would like to know from the amazing people on this forum is this:
Is it so unusual that a T3 aerial would be required for installation (if this indeed is what they mean by “an issue relating to T3 aerial”)? Is this for installer to provide? Could I purchase one so that there would then be one less problem? Is it a genuine excuse to cancel the installation appointment?
The mail says that it would require the DCC to come out to the property. Really? I have looked this up as much as I can and from what I can see the DCC is appointed by the government to roll out the network and has nothing to do with individual installations. To me, this looks as though OVO is trying to put up a smoke screen and confuse people. Happy to be told if I have got this wrong.
I understand the need for a good signal so that the meter can communicate but, as I say, I am surrounded by the likes of Colchester and Braintree, I’m not in the back of beyond.
All of this stems from the fact that “an issue/predicted technical abort”has been flagged on my account. How that got there, I don’t know and nor does anyone at OVO (that is prepared to admit it anyway). they said that an engineer visited but I have lived here for 15 years and an engineer has never visited. So anyone I speak to just falls back on this comment and says “nothing can be done”. So on it goes, around and around.
My assumption is this - I live in a “rural community”, despite being six miles from Colchester. I fear that my post code is colour coded to equal “difficult”or “costly” and so it just goes into the Too Difficult Box and no-one is going to help sort it out.
So, good forum friends, how do I take this forward and cut through the technobabble coming from OVO? How do I get someone to take some action to get this “technical abort” removed from my account (if indeed there is even such a thing) and then come and install this smart meter that they keep telling me in the emails that they send to say that my current meter is old and must be replaced. How do I cut through the “customer support team’ to someone who can actually do something.
Thank you in anticipation.
Thanks for getting in touch with us. My name is Alex, an account management agent here at OVO energy.
I have tried to contact you on the both phone numbers attached on the system, first phone number ending in -155 and second phone number ending in -853, but unfortunately I was unable to reach you, so I hope this email finds you well.
Firstly, I would like to apologize for the dissatisfaction caused by the service that has been provided. I will make sure to raise a feedback on the account for our team to reflect back on.
Upon investigating the account I can see that there was a cancellation due to a predicted technical abort, technical about means when the engineer is unable to install the smart meter in the address due to an issue relating to T3 aerial.
Upon checking the account I can see that the cancellation has been done as we would require T3 Aerial as well as the DCC (Data Communications Company) to come out to the property.
I can see that the request to remove the technical abort has been raised previously however until this has been lifted we are unable to book an appointment, and the moment there is no time frame for this.
I understand that you would like to receive a refund based on the lower tariff, however we would be unable to do that due to our eligibility criteria, which states that in order to benefit from our EV Charge anytime tariff the customer needs to have a smart electric meter and consent to Half Hourly Reads.
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I presume you have already sent photo’s of your meter in to show that the meter isn’t a smart meter?
Who are the DCC ? Sorry I think this was answered earlier but I’ve lost it !!! Can they be asked directly to come and visit the property? They may have some means of clearing up whether a T3 aerial is needed and confirm whether one is already there (!). There must be someone responsible for this map and its correctness or otherwise.
DCC are the central data company @juliamc
Not sure how they can be called out
It's complicated…
Only a Supplier can make thar request.
Who audits the DCC ?
Hi Jeffus.
As per all the stuff above, I don’t have a smart meter. My MSN starts K0. As I understand it, this is why OVO have been sending me notes saying that my meter is old and needs updating because they can see from the MSN. As per my note above, I think that my Specialist is confused although she is very specific in saying that The System says that I have a smart meter and a T3 aerial.
Is all slightly doing my head in.
If I return to the start of this thread and look at the initial response, it says “ … Upon checking the account I can see that the cancellation has been done as we would require T3 Aerial as well as the DCC (Data Communications Company) to come out to the property.”
How or why this has got corrupted to ‘your smart meter has a T3 aerial’ I’m not sure but it obviously began with a need for a T3.
@Emmanuelle_OVO can someone get back into this to determine why the initial response has been changed? Although the account still says the location needs a T3, at least it makes sense and can possibly be progressed.
Alternatively - in my view - the customer should seek another supplier who can progress the installation
Who audits the DCC ?
Ofgem
It certainly is puzzling without seeing what’s going on, on the account. I’ll ask Forum_Support to reach out again!
Keep an eye on your private messages @rvintner
Thanks Jeffus.
I have sent one more mail asking OVO to confirm what MSN and MPAN that they are basing their decisions on. Because, as Firedog notes above, these can sometimes be noted incorrectly.
Failing that, I will do as you suggest. I would like to think that this will genuinely be looked at by people higher up the chain, even if not the CEO, but I am sceptical. But I will definitely try.
Thanks for your input.
Have you made any progress @rvintner ?
Am surprised this has been going on since May as you mentioned in your first post.
We are nearly in December... even if an aerial was needed you really should have been all sorted by now given your neighbours have working smart meters.
Hi Jeffus,
Thank you for asking if any progress has been made. Sadly, the answer is no. The recent e-mail from OVO as follows:
Good Morning Mr Nunn ,
I can confirm these details -
MPAN:
SERIAL NUMBER
If you believe any of these numbers to be incorrect then please send us a photograph of your meter.
As I explained previously, if these details are correct then we cannot connect your T3 aerial. However I thank you for your feedback and will credit your account with a £30 goodwill gesture upon agreement of closing the complaint down as resolved.
We cannot keep complaint cases open indefinately, therefore if I do not hear back from you in 5 working days then I will close your complaint accordingly.
Kind regards,
Suzie
Advanced Resolutions Specialist
So that’s the end of the road with the Advanced Resolution Specialists and I am not really any further forward.
My understanding of the situation, after all this time and all these comms, is as follows:
Some smart meter installations require a T2 or T3 aerial to be installed so as to allow them to communicate effectively.
It has been determined that my property requires a T3 aerial.
T3 aerials are expensive.
The DCC is reluctant to provide T3 aerials.
The DCC engineers have to be present for T3 aerial installation.
OVO will not supply a T3 aerial or get involved with providing a smart meter that requires one.
OVO bases T3 aerial requirement on MPAN and MSN.
Everyone agree with this?
What I don’t fully understand is:
How does OVO know that I require a T3 aerial? You will remember the confusion in the exchanges above when the Specialist was saying that they “know” that I already have a T3 aerial (which I don’t. Nor do I have a smart meter).
Is it determined by my MPAN and MSN? If so, how does that work? The note from the ARS above suggests that it is indeed based on these details.
Is it possible that the deduction, based on these serial numbers, could be incorrect? I believe that the DCC has a tie up with Ordnance Survey maps so I am guessing that it has to be based on the property location on a map and the assumed comms coverage in the area. But are these assumptions shown to always be accurate?
What I feel I need is for an actual person to come and look at the property and tell me if installation will or will not work but OVO are not going to do this. Or so it would appear.
So where do I go from here? Do I give up and accept that my property is one of the 0.5% that can not have a smart meter, despite being in South Suffolk and not North West Scotland or do I keep trying?
@Emmanuelle_OVO You wrote:
In order to go ahead with the T3 aerial installation we need to go through appointments like these to demonstrate we can’t fix the communication issues without a T3.
It is then up to the DCC to decide whether a T3 would work and provide one.
So, can my case be escalated to the DCC, if everyone genuinely believes that I requite a T3? At the moment, I just feel that OVO is offering me a few quid and is keen to shut down the conversation without really trying to find a solution. They want me to say that the case is “resolved”, which it isn’t and, if I don’t accept their offer in five days they will close it down anyway. that’s nice. This whole thread has been based around what OVO can’t do as opposed to what, with a bit of effort, it could do. I go right back to my first post and the initial input from OVO. With regard to appointments, I did have one confirmed appointment, that no one turned up to so maybe this can now be taken to the DCC?
Come on everyone, let’s find a way to make this work. I am pretty certain that it is possible, it might just take a bit of effort.
Given the encouragement to fit smart meters, the thought that nearby properties have working smart meters and the desire for a person rather than a system to determine the best route forward, I would agree with your thoughts and suggestions @rvintner
Thanks for the update, @rvintner. I’m sorry to hear that our Complaints team haven’t been able to get things sorted for you with this smart meter question.
I can’t offer advice on our ability to fit a smart meter here. I would recommend you reply to Suzie. If you’re not happy with their solution you have the right to escalate this complaint to the Ombudsmen.
If you feel OVO are able to fit a smart meter but for one reason or another we’re not willing to send an engineer out, you are able to arrange a paid for technical site survey where an engineer will visit at an agree date and time. You might also consider switching to another supplier supplier if they advise they’re able to fit you one at your location.
Hopefully one of those options will work for you.
Thanks for the update, @rvintner. I’m sorry to hear that our Complaints team haven’t been able to get things sorted for you with this smart meter question.
I can’t offer advice on our ability to fit a smart meter here. I would recommend you reply to Suzie. If you’re not happy with their solution you have the right to escalate this complaint to the Ombudsmen.
If you feel OVO are able to fit a smart meter but for one reason or another we’re not willing to send an engineer out, you are able to arrange a paid for technical site survey where an engineer will visit at an agree date and time. You might also consider switching to another supplier supplier if they advise they’re able to fit you one at your location.
Hopefully one of those options will work for you.
I am very surprised OVO are suggesting a customer pays for an engineer to do a site survey to investigate swapping to a smart meter.
I would include that in a complaint to the Ombudsman if you decide to go down that route@rvintner
Am also surprised ovo are recommended you switch supplier when your neighbour is with ovo and has a smart meter. I would also include that in a complaint to the Ombudsman if you decide to go down that route.
It is very rare, but I am not impressed with the OVO moderators with this example overall and I think that needs calling out.
I agree with the comment above from @BPLightlog
Hi Jeffus,
Thank you for your input. I have valued your comments throughout this journey.
I have tried throughout this long exchange to remain positive and not to fall into the trap of angry or aggressive language, tempting though it may have been at times! I appreciate that the ARS’s (Advanced Resolution Specialists) have a difficult job to do. However, I am left with an overriding impression that, right from my very first phone call to OVO, back in May 2023, that the approach has been to justify reasons why this seemingly simple process will not work rather than finding ways that it can work. This is disappointing.
Following the last note from Suzie, offering me £30 and saying that it will be case closed in five days come what may, I have requested a deadlock letter and will now take this forward with the ombudsman.
I will continue to update this forum as this process continues as it may be helpful to others at a later date.
Like you Jeffus, I am surprised that the best outcome so far is a/ Pay for an engineer yourself or b/ Try another supplier. Doesn't seem like a text book customer retention procedure, does it!
Onwards and upwards…….
Hi Jeffus,
Thank you for your input. I have valued your comments throughout this journey.
I have tried throughout this long exchange to remain positive and not to fall into the trap of angry or aggressive language, tempting though it may have been at times! I appreciate that the ARS’s (Advanced Resolution Specialists) have a difficult job to do. However, I am left with an overriding impression that, right from my very first phone call to OVO, back in May 2023, that the approach has been to justify reasons why this seemingly simple process will not work rather than finding ways that it can work. This is disappointing.
Following the last note from Suzie, offering me £30 and saying that it will be case closed in five days come what may, I have requested a deadlock letter and will now take this forward with the ombudsman.
I will continue to update this forum as this process continues as it may be helpful to others at a later date.
Like you Jeffus, I am surprised that the best outcome so far is a/ Pay for an engineer yourself or b/ Try another supplier. Doesn't seem like a text book customer retention procedure, does it!
Onwards and upwards…….
@rvintner
Yep. It is surprising an engineer can be booked to check if you can have a smart meter via a technical site survey but you have to pay for it....
That just feels wrong, as does waiting since May even if an aerial is needed in the end.
Perhaps another option for the deadlock letter is for ovo to book and pay for the Technical site survey rather than paying the £30 compensation. You could try asking for that. That seems reasonable to me anyway.
Thanks Jeffus.
Good point, I should have thought of that. All I have been trying to get all along is for someone to come out and properly examine what is and isn’t possible, rather than this nonsense of relying on The System and what It says. As you say, strange that this is achievable if I pay but not if OVO is paying.
I will give it a try.
I’m sorry to hear you and others haven’t found moderator support on this topic helpful, @rvintner. We always try and offer the best advice we can based on the situation and what we can say on a public topic.
Unless I’m mistaken based on you explanation so far, Suzie is owning your request for a smart meter and has advised that it’s not possible. As that advice is coming from OVO’s Complaints team, they will own that decision and it wouldn’t be right for me to offer help or an alternative action. So as a result I offered all remaining options for you. Paying for a engineer visit survey wouldn’t be my recommendation but it’s an option for you if you don’t accept Suzie’s verdict. Escalating your complaint and choosing a different supplier likewise are other options. They’re not my recommendations.
Do please keep this topic updated based on the remedy provided by the Ombudsmen. If Suzie turns out to be wrong, which can happen, I’m sure the remedy will include reasonable compensation along with a smart meter appointment.
It strikes me, given the poor grammar and spelling in OVO’s communications, quite likely that this T3 requirement has wrongly been entered in the database that subsequent staff have been looking at. A site visit would clarify the situation and the database corrected if needs be.
Thanks Jeffus.
Good point, I should have thought of that. All I have been trying to get all along is for someone to come out and properly examine what is and isn’t possible, rather than this nonsense of relying on The System and what It says. As you say, strange that this is achievable if I pay but not if OVO is paying.
I will give it a try.
@rvintner
It might also be worth asking OVO and getting in writing in the deadlock letter if they have phoned up the DCC and asked for their opinion given your neighbour has a smart meter from OVO and you have put in a complaint.
I think that is reasonable, and if OVO say they haven't spoken to the DCC then include that in your complaint to the Ombudsman if you go down that route.
I think showing you have been reasonable will be useful.
Thank you @juliamc. I agree 100% with your succinct appraisal of the situation. I just need to get OVO to agree, but I am worried that they have now closed the door on my requests.
Have requested a deadlock letter from my ARS. This was the reply:
I am sorry that you wish to contact the Ombudsman. However, we do not issue a Ombudsman letter until 8 weeks, and your complaint is only 35 days old. I will surely get one sent out to you when your complaint reaches the 8 week mark.
My goodwill gesture of £30 credit still applies if you change your mind and agree to closing the complaint.
If you would like to accept this then please let me know, and I will credit the account immediately. You can reach out either by simply replying to this email or by calling 0330 102 7400 and asking to speak to me. I have included your case reference number in the subject of this email. I am available Monday - Friday, 09:00 - 17:30.
OVO still encouraging me to close the complaint. Interesting that I am being told that complaint “is only 35 days old” bearing in mind that I have been contacting OVO since May by phone and letter and by email since August.
Looking back over the emails, it was interesting to re-read the following:
This was sent to me on 7th August
We need to let you know your electricity meter’s certification has expired.
The certification is a guarantee that your meter’s working as it should. So, right now, we can’t be certain it’s measuring your readings accurately, which could cause inaccurate bills. This means we need to replace your current meter as soon as possible.
Book your free smart meter appointment
Traditional meters are being phased out, so your replacement will be a smart meter. You can make an appointment for a new one online or over the phone. The installation usually only takes our engineers around 90 minutes.
and then this on 10th August:
Thanks for getting in touch with us. My name is Chloe, I am a digital agent here at OVO.
I have tried to give you a call however I was unable to get through. I can see from looking over your account we do have an appointment arranged for your smart meter booking on the 24.8.23 between 8am-12pm. I can see you are eligible for this booking and there are no notifications which indicate this appointment would be unsuccessful.
This is the whole point of this long running saga. We have gone from You Need a New Meter and There Are No Notifications Which Indicate This Appointment Would Be Unsuccessful to all this stuff about T3 aerials. My point remains the same as it did at the very beginning and the point that I made to OVO on countless occasions - a note was put on my account that referred to this predicted technical abort but no one can tell me by whom or when.
And now I am being told that my “complaint” (actually a simple request to have a meter installed) is only 35 days old when in fact it is a minimum of 120 days old.
if there is anyone out there from OVO who is reading this and thinking “we could probably do better than this” do please feel free to get in touch.
@rvintner What a load of rubbish. They can issue a deadlock letter at any time
I suspect what they have said is unlawful.
You could try taking the offer correspondence to the Ombudsman if you wanted to, along with as much info as possible and a copy of this thread. They may take on the case now ovo have made an offer you don't want to accept.
@Tim_OVO I seriously think this complaint handler needs investigating after refusing a deadlock letter. Will you escalate this?
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*Before raising your dispute with us, please allow your supplier 8 weeks to put things right (unless you receive a deadlock letter from them sooner).
From ofgem the ovo regulator
Hi @rvintner, thanks for the latest message.
A supplier has the right to 8 weeks from the time that a complaint is first raised, to try and resolve the complaint internally. They may be happy to issue a deadlock letter before, and after that you have the right to approach the Ombudsmen before 8 weeks and the supplier should issue a letter of deadlock.
Based on what you said about raising the complaint longer than 8 weeks ago, and the fact that we’re not actively trying to resolve the complaint between now and the deadline date, I think a deadlock letter is the least we could do. I’ve asked our Forum_Support team to reach out to you to get some account details so we can reach out to your complaint handler.
Hi
If anyone is still linked to this thread I just wanted to give you an update. Now about eight months on and no progress has been made. My last contact from OVO was on 1.12.23, actually no, someone did call me, when I was at work, but only to repeat the same old stuff as noted above and with no constructive input at all. At the end of last year I asked for a Deadlock letter but this has not been sent to me. Told that my complaint had not been long running enough despite my first letter being sent to OVO Energy on 12th May 2023. I will try one more letter to OVO CEO as per their web site and will then send a copy of this thread and all e-mails to the likes of Martin Lewis. It is disappointing that despite writing to me on 7th August 2023 informing me that “we need to replace your meter as soon as possible” and confirming that “your replacement will be a smart meter”, OVO have done nothing that has in any way looked to find a way to install a smart meter and everything to tell me that one can not possibly be installed.
Hi
If anyone is still linked to this thread I just wanted to give you an update. Now about eight months on and no progress has been made. My last contact from OVO was on 1.12.23, actually no, someone did call me, when I was at work, but only to repeat the same old stuff as noted above and with no constructive input at all. At the end of last year I asked for a Deadlock letter but this has not been sent to me. Told that my complaint had not been long running enough despite my first letter being sent to OVO Energy on 12th May 2023. I will try one more letter to OVO CEO as per their web site and will then send a copy of this thread and all e-mails to the likes of Martin Lewis. It is disappointing that despite writing to me on 7th August 2023 informing me that “we need to replace your meter as soon as possible” and confirming that “your replacement will be a smart meter”, OVO have done nothing that has in any way looked to find a way to install a smart meter and everything to tell me that one can not possibly be installed.
I suggest you chat to the Ombudsman, they sometimes take cases on without a deadlock letter if you can show them the first time to raised the issue was over 8 weeks ago
