Smart meter not communicating - how long will I be waiting for a fix?

Thanks......I wondered if switching might help.........I'll give it a go......thankyou.

Good morning.

I received a ridiculously unaffordable bill which was estimated for me to pay. I have been calling since then (about 2months now) I also called yesterday and was told my meter is still not communicating with them and that the complaint handler will give me a call yesterday (a call I never received).It is really becoming depressing and frustrating. I was told the account will be put on hold but apparently not done because I received an email saying an unaffordable amount has be updated as my direct debit. I already have my regrets using OVO. They are not taking this seriously and another painful part of the whole thing is that. Each time I call, I have to explain everything all over again and this is really depressing. I have Sent meter readings, kettle test reading, and about 4 pictures of the meter with same response that the meter is not communicating with them ( took them a whole year to detect that). That is how I was also told they sent an engineer to get a meter readings which is a false statement because my meter is locked away and needs key for someone to access it. 

please I will appreciate if anyone can share in my pain and advice on what to do. Thank you.

Hi @Yem, 

I’m really sorry for the issues you’ve been experiencing, that’s definitely not the experience we want for our customers. I’m going to have our Forum_Support team reach out to you so they can help you further with this. Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview.

Okay. Thanks 

@Yem 

Also worth downloading one of the ofgem regulated 3rd party apps to see if they can see your meter readings 

That way you if it is an OVO specific issue or a  bigger issue with your meter for example

https://hugoenergyapp.co.uk/

Thank you Jeffus

Hi there, 

I had a smart meter installed last spring. It wasnt communicating and I had contacted ovo about it (thugh it took me a while to notice). They said meter readers in my area werent communicsting in general. I’ve been able to submit my meter readings for two months now but I’ve still had a bill through? Anyone else had this issue?

So you have received no communication from OVO at all regarding your account? Have you registered for an online account that you can use via the OVO app or by logging on through a laptop/PC? In my experience, OVO send 3 months’ worth of bills every three months via email, but I am able to download them separately for each month by logging into my account.

I've been with ovo for over a decade and I was in my online account just before starting this thread. Aside from when I phoned them to first raise this, I haven't heard from them. 

I find the best way to contact OVO is not by telephone but by using the Messenger option on their Facebook page. This gives you dated proof of your contacts. (These can be useful if you need to escalate a complaint to the Energy Ombudsman). Can you see your monthly bills in your online account? On the Home Page of my online account, I can quickly access my bills for the last few months via these buttons but I can go further back using the “Bills” tab.