Smart meter manual reading different to smart reading

Hey @vegas22,

I’d advise leaving the aerial where it initially was placed by the engineer, waiting 6 weeks (the timeframe it takes to update meter details following an exchange), then if it’s not in communication complete a ‘smart meter health check’ this will be picked up by our team of experts who will look into this and decide next steps. I wouldn’t advise putting it outside even if you make a box, it may be unsafe. 

In the meantime once the meter serial number has updated online to show the new meter, submit meter readings manually to ensure you are billed correctly. 

@Emmanuelle_OVO thank you for your help. 6 weeks is quite a long time. I'm desperate to get this all up and running so I can leave ovo. Whilst the forum support is good and helpful, yet again ovo haven't returned my call / call back as promised. They really are a shocking company to deal with directly.

Hey @vegas22,

Sorry for the issues you’re having,

It sounds like the issue you have is poor signal in your area, I don’t know that this issue would necessarily be resolved by switching to a new provider. 

There is always the option of raising a complaint if you feel there has been a issue with the customer service you’ve received. There is more information on this on our website.

I hope the issues with your meter get resolved soon. 

@vegas22

I think  ovo should have already logged a complaint on 14/06 as you mentioned including the complaint email address. 

I think the Ombudsman would probably accept this. 

So I would assume 8 weeks from 14/06 and then approach the Ombudsman if the issue still isn't resolved. 

https://www.ombudsman-services.org/sectors/energy

I would ask ovo for a reference number for your complaint and the name of your complaint handler. 

I would then provide your ovo  complaint handler a link to this thread

https://forum.ovoenergy.com/smart-meters-136/smart-meter-manual-reading-different-to-smart-reading-15310?postid=96118#post96118

Personally I would give up trying to resolve this outside the formal complaint process now. 

Ive sent another e-mail today to complaints@ovoenergy.com and assuming this isn’t resolved before the 8 weeks is up, I will reach out to the Ombudsman to see if they can force ovo to actually act like a proper company and fix what really are simple common problems.

On a side note, I now can’t see any meter readings in my account and I can’t alter my monthly direct debit which is now set to £246 a month (currently £602 in credit and counting!) When I try to change it, it says :

Good to know that my DD needs to be between 246 and some number that can not be loaded! 🙄

@Emmanuelle_OVO The signal is the issue but only in the house, outside the house is fine. Problem is switching providers has been impossible for over 4 years due to ovo not fixing the meter issue. 

The maximum permitted DD amount per month is something like £2,000 iirc. Hardly anyone would be on that level mind you.

Ive sent another e-mail today to complaints@ovoenergy.com and assuming this isn’t resolved before the 8 weeks is up, I will reach out to the Ombudsman to see if they can force ovo to actually act like a proper company and fix what really are simple common problems.

 

On a side note, I now can’t see any meter readings in my account and I can’t alter my monthly direct debit which is now set to £246 a month (currently £602 in credit and counting!) When I try to change it, it says :

Good to know that my DD needs to be between 246 and some number that can not be loaded! 🙄

@Emmanuelle_OVO The signal is the issue but only in the house, outside the house is fine. Problem is switching providers has been impossible for over 4 years due to ovo not fixing the meter issue. 

I haven't read all the posts. 

If you want a refund of some or all of your credit while you wait for OVO to address your complaint then you can call ovo collections and ask for 100% of your credit to be refunded under the ofgem rules if you are on the Variable tariff. May be best not to take it all. 

0800 0699 831

Am not sure if you have tried anything like that. You mentioned being with OVO for over  4 years so I assume you get the 5% interest reward tax free on any credit balance up to £1000.

@Jeffus “ 4 years so I assume you get the 5% interest reward tax free on any credit balance up to £1000.” That’s correct. 

I’ve emailed ovo several more times (sent on 27th July) regarding this and even provided them a link to this forum thread but got no reply! (even with the complaints email CC in).

Currently on live chat with them to get my £593.95 credit returned so I can move to another company and be done with OVO. Shame as they were good at one point. I asked the live chat agent if they had got my e-mail, they said they had but it had not been assigned anyone yet! 

If you’re leaving a supplier, it’s not recommended to do a refund just before you go. It’s best to leave the credit where it is so that you can automatically pay the final bill from the credit balance - the rest will be returned to you automatically after that.

@Blastoise186 thanks for the heads up but there’s no way I trust ovo to refund me! I’d rather owe them money and pay the balance manually than rely on them refunding me.