Switched supplier: Economy 7 smart meter not sending reads and IHD needs re-configuring?

The emails quoted here are freely available on OVOs own web pages and are searchable within the public domain, I don’t feel that I’m doing anything wrong but collating such information. 

However - should the original post be deemed inappropriate and removed, I will gladly supply information directly, should anyone care to request them  

if OVO customer services were to deal with issue as they were reported rather than hoping the issue will ‘go away’, then there wouldn’t be a need for that type of information to be posted anyway!

I should warn you that doing so can get you banned from the forum. Whether that stuff is public elsewhere or not doesn’t mean it’s allowed here. I don’t make the rules unfortunately. If you have a query about it please contact forum@ovoenergy.com .

@MikeMilf - just got home and checked the meter. No change!  Nothing has actually been done despite the responses to say otherwise. 
 

I’ll have to have chase again but I have a feeling I’m going to end up at the Ombudsman again at this rate. You can go from when you initially raised the issue for the 6 weeks, as long as you can show that you’ve been chasing it at least every 14 days - or at least, I was able to with the last one (which was also a metering issue) but in either case, it doesn’t look like it will be resolved before we’re likely to need to start using the heating again  

*edited by moderator*

Will update after I’ve had chance to chase further - probably tomorrow afternoon  

Well I was having a most excellent morning dealing with Ovo (and I think on balance I still am)……

Rang CS and got connected to brilliant guy in Swansea who absolutely couldnt have been more helpful. I would mention him by name, but he specifocally asked me not to for some reason.

Anyway, he very swiftly found my support ticket re the revered tariffis and could not believe it had not been answered, given the solutions was apparently so simple.

He asked me to hold for 10 minutes then got me to check my IHD which miraculously was now showing things the right way round. Apparently within 48 hours my online account should also update

Apparently when migrating one particular batch of customers, SSE reported the handover figures to Ovo the wrong way round, which made the Ovo systems throw a wobbler (including my online account not being updated with readings they were definitely getting

My trust in electricity companies was at an all time low following my experience with SSE, but this guy really went above and beyond. I really wish I could give some direct feedback to his boss/manager

HOWEVER….. (lol)

Having just checked my IHD 10 mins ago, I saw I was on the correct current tariff, but the next scheduled change was not until 1am! On Economy 10 there should be two tariff changed before then. So back on the phone again, connected to another nice guy who said he had sent a configuration file to my meter/IHD and to give it 24 hours then re-check.

I so hope this will be the end of things (much as Im grateful to the knowledgeable people on these forums). Its ironic that nine weeks of aggravation could have been caused by SSE being unable to fill out a form the right way round!

Will report back when this is hopefully sorted. Jessica, maybe you can use the information I gathered today to assist you if your issues are still persisting.

Mike

@MikeMilf - glad you’ve got somewhere. The latest on mine is that they want 10 days to ‘look into it’ - I’m off work On Friday so will change with my ‘complaint handler’ then. 

Well sending a config file remotely didnt do anthing. Currently IHD shows following times/rates

1am to 8am  Off-Peak

8am to 1am  Peak

Dont know what tariff that is but it isnt Economy 10

Back on the phone we go…..sigh

That sounds like Economy 7 to me

Well being happy with Ovo didnt last long…..Im now beyond peed off

Conversation with guy went like this

CS - Doesnt look like we are in contact with your meter

Me - Erm nonsense...meter readings have been appearing on website since I came from SSE. Guy yesterday managed to rectify my inverted tariff times while I waited, so you must be in contact

CS - We have to follow procedures

Me - I logged a support issue for tariff problems at beginning of August and nothing was done. Your guy yesterday couldnt have been more apologetic

CS - Cant comment on that we have to follow procedures.

CS- I am going to send you an email with some questions - please answer to the best of your ability and attach the photos requested

I then received the most generic email possible that they must send when they arent in contact with the meter. (Where is it located, supply pic of location, supply current meter readings and serial number etc)

…...and to make my blood boil “please allow up to 45 working days for a response”

I have already waited nine weeks for nothing to be done with my original ticket, and it was only direct intervention from the apologetic guy yesterday that appeared to get things moving.

How can you get such good help one day, only to feel you are back at square one the next?

I was in such a good mood yesterday I was going to let sleeping dogs lie. Now I want to be compensated for the stress and sheer wasting of my time since I came from SSE. I dont care that SSE may have sent readings the wrong way round - not my effing problem!

God Im angry!

Uh oh. Support agents are perhaps not all equal, and some are more equal than others.

Check your Plan page to see just what tariff they’ve put you on. Then have a look at the available plans for your situation (postcode, then filter for payment method and multi-rate meter). Can you spot the one you’re on? Availability varies a lot around the country, and even then it’s not certain you’ll find your precise flavour, because you will have been grandfathered from SSE, I think. Remember that the IHD will show the rate(s) inclusive of VAT, while the Plans page shows them ex VAT. 

The switching times you quoted are indeed the ones for Economy 7, so your E10 seems to have been misplaced. 

More work needed, sadly. If I were you, I’d write all the details of my current situation down in a text file, then point out how they don’t match my expectations (wrong switching times, wrong peak/offpeak rates). I would then start a webchat, e.g. here, and once I’d made contact with an agent, paste the text into the chat and ask for it to be forwarded to the metering team. Include both the MPAN and the MSN so they can find your meter easily. The MSN is the one on the meter starting with 21M…
 

[No consolation, I know, but I had an identical meter installed last week. The problem I faced was that the offpeak circuit supplying my storage heaters wasn’t switching on. It took a day to get that fixed. I thought for a few days that the offpeak register wasn’t clocking anything, but it turns out that the meter only displays whole kWh - so it showed 0 for the first few days.]

As always Firedog thank you for the reply.

I dont regret coming from SSE as the community is infinitely better, but my god this is getting frustrating

From day 1 the time/tariff changes were matching with Economy 10, its just all was reversed (as ive bored you good people with). My web account plan has always shown Economy 10 and the time changes matched to my IHD (just not the tariff)

The wonderful guy from Swansea, who genuinely gave off the vibe of actually giving a toss, seemed to have solved the issue. It was only a little later that I noticed there werent enough rate changes happening during the day for it to be E10, so looking at the time of the single rate change its E7

Ovo are gradually wearing me down - life is too short for this cr*p. At the momentr I appear to have E7 timing changes matched to E10 £ rates on the website. So I guess I can at least have my storage heaters on when it gets cold without paying peak rate £

Ive returned their stupid generic email, and attached the two pointless pictures they asked for. If they continue to say they are not in contact with my meter I shall scream. Usage readings continue to appear on the website, and since the helpful guy intervened, I actually have the usage bar charts starting to appear.

…..progress i guess lol