I’ve recently had a electricity smart meter installed and within the first day it was switched from Pay Monthly to Prepay Mode with no authorisation from me. I mentioned to the installer that OVO had recently sent me a “top up” card, and I had contacted them, and they agreed this was a mistake.
The installer showed me that the meter was in “Credit Mode” but did warn me he had had other customers that had been put into “Prepay mode” without their consent.
As mentioned, after a day, I have ended up in PrePay Mode, running out of emergency credit. After nearly 6 hours of web chat they have tried switching me to Credit mode twice, giving me codes to type in to the meter to add credit (but all come back with CRC Error). It’s been ridiculous.
What are my legal rights in this? I have no faith they will be able to restore it to credit mode, I have no faith it will STAY in that mode either! I want to go back to a traditional meter with the stress this has caused. If my meter finally “runs out” tomorrow and I am cut off I will also lose earnings as my work is from home.
Has anyone else had a similar problem?
Switched to PAYG by mistake. Hours spent trying to switch back! - NO SUCCESS!
Best answer by Lukepeniket_OVO
Has your IHD changed at all I.e. no longer showing a credit amount rather an amount used so far today? A photo would be good :-) 😀
It’s really getting to me tbh. I have two kids and need to keep the house heated etc. It’s a whole level of stress that I really could do without. 😥
UPDATE:
After a sleepless night, I have now got an ANOTHER appointment from SMSL within the next 4 hours.
I have iterated numerous times that the engineer needs to be able to deal with 3 phase.
Everyone please pray for me!
The solicitor is going to have so many webchats to go through!
UPDATE:
After a sleepless night, I have now got an ANOTHER appointment from SMSL within the next 4 hours.
I have iterated numerous times that the engineer needs to be able to deal with 3 phase.
Everyone please pray for me!
The solicitor is going to have so many webchats to go through!
Please keep us posted with how you get on
+1- Plan Zero Hero
- 7867 replies
The solicitor is going to have so many webchats to go through!
You may want to consider using a faster - and far cheaper - option instead. Using the complaints process at https://ovoenergy.com/feedback followed by the Energy Ombudsman at https://www.energyombudsman.org/ is free and usually gives you a higher chance of a resolution that works without all the stress, hassle and cost of legal action.
It’s also worth noting that this gives OVO a chance to dig right into the root causes and potentially fix them for everyone at once - legal action might prevent them from doing that.
The other note is that the courts would expect you to have given OVO a reasonable chance to resolve this in earlier stages first. If you jump the gun and go straight for the courts, it may hurt your case badly. Better to show you’ve tried all the previous steps first as that’d strengthen your case a lot if it came to it.
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