We are (or should be) on an E7 tariff, and got an OVO smart meter installed towards the end of last year. Last month we actually switched to Bulb, and since the switch we have been cut off from our off-peak supply in spite of the fact that we are still in theory on an E7 tariff with Bulb. This is causing some real issues as we're in a new flat with a separate off-peak circuit for hot water and storage heaters.
It's also apparent now that our new meter is only showing a single rate as opposed to the usual 2 on- and off-peak rates we'd get with an E7 tariff.
Having raised this with them, Bulb insist that it will have been an installation error (possibly a single rate smart meter was installed by OVO instead of an E7?), and that they aren't in a position to do anything about it. Bulb say we have to switch back to OVO for it to be rectified.
I've also spoken to an adviser at OVO on the phone, who said that Bulb should be able to (almost literally) 'switch' us back to getting our off-peak connection. Bulb are still insisting that they cannot and nor can they replace our meter.
So my question is, how can this be resolved? Both OVO and Bulb representatives I have spoken to say it's for the other party to deal with. Is it simply a case as Bulb are saying, that we have to switch back to OVO so our smart meter can be updated/replaced?
Any advice would be really welcome as in the meantime we're having to pay extra for, and manually control, our hot water supply, and even in the first place had to spend money on an electrician and heating engineer to actually work out what the issue was.
Best answer by Eva_OVO
Updated on 20/10/20: OVO are now installing Aclara SMETS2 smart meters. Most other suppliers are now fitting SMETS2 meters as well.
If you have a SMETS1 smart meter, such as OVO’s Secure Liberty smart meter, these will be upgraded to DCCs network between September 2020 - September 2021.
For issues or delays in switching supplier, see the guide we made on this here
This sounds like a bit of a pickle,
First things first, your smart meter is working fine and there wasn't an "instillation error" - Bulb are just unable to communicate with it.
Your smart meter has the ability to be on a single/2 rate (Economy 7) tariff. As you've switched to a supplier who can't communicate with the meter, they're unable to upload their Economy 7 tariff to the meter. Bulb essentially will need to exchange the meter for one of their smart meters or a traditional meter. This should be treated as an emergency, especially as this is affecting your hot water and storage heaters
We're no longer the supplier and we won't be in communication with your meter, so there's nothing we can do here I'm afraid.
We'd always love to have you back, so if this an option you're considering you can sign up here. For future reference you can find a list of suppliers who can communicate with our meters here.
Let us know how you get on with this!