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dmacaulay75
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January 15, 2024
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Complex meter set up- Why can't I be Economy 7?

  • January 15, 2024
  • 22 replies
  • 639 views

I have 2 meters in the property I have moved in to.  One is an RST meter that runs the storage heating.  The other does everything else.

 

My bills the last couple of months have been astronomical so I called Ovo to request to be switched to an Economy 7 (or whatever) tarriff so I can make use of cheaper overnight rates for heating and hot water.

 

After spending what seemed like an eternity getting put on hold and transferred I eventually got through to somebody who said that the ONLY solution they have is to remove the meter for the storage heaters and hot water and never use the heating again.  When I told the agent it’s the middle of winter she said “we can do it in April” as if winter is a one off event that doesn’t occur every year. And of course they also refuse to install a smart meter too.

 

I could not believe what I was hearing!  Do these people live in the real world?  Is that REALLY Ovo’s only alternative to paying a flat rate?  How would that even help???  

 

I swear to god, the customer support team and the “complaints/escelation” people were absolutely clueless and were basically there to put me on hold to go and ask somebody else.  I’m regretting signing up with these jokers.

 

Sorry for the rant but my blood is boiling after that call.

Best answer by Jeffus

Updated on 14/06/24 by Shads_OVO

 

Update on RTS shutdown:

 

As part of the RTS Project development, we are really happy to share with you our progress:

 

As you may be aware, the RTS signal that instructs some of our meters when to move to the “Off Peak Period”  will be closing down soon and we need to arrange for all of our RTS customers to have a meter exchange so they don’t lose any of their meter functionality.

 

The RTS signal will end for our customers on 30 June 2025. The period between 1 July - 30 September 2025 will then be used to close-down the RTS signal and allow us to manage any unexpected customers impacted.

 

After a very successful pilot, from the 17th June 2024 we will begin writing to our Economy 10 RTS customers to invite them to call us to arrange for their meter exchange. 

 

We are continuing to work at pace to enable the same solution for the majority of our other RTS customers and our aim is to begin writing to these customers in Aug 2024. 

 

We will continue to update you on our progress.

 

It looks like THTC night-time rates are almost as expensive as my current any-time rate and the normal unit-rate on the THTC tariff is FAR higher rendering the entire plan utterly pointless.

You are not the first to highlight that.

At the last ofgem price cap change on 1st Jan others have said the increases on parts of the THTC tariff have been surprisingly high.

You could get an electrician to look at your setup and see what needs to be done to get it ready for an E7 smart meter if the current setup was removed.

The next price cap kicks in 1st April but is calculated by ofgem using data up till 15th Feb. At the moment, no guarantees, the cap overall is due to fall as wholesale gas prices have fallen dramatically which impacts electricity prices. But that doesn't help you over the main winter period.

It is frustrating for customers of all suppliers as the deadline for removing these types of meters has been pushed back several times. Regular posters on the forum like @Blastoise186 ask ovo for updates on a regular basis.

22 replies

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dmacaulay75Author
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January 15, 2024

And just had this emailed to me -

 

“Hello xxxxxx,

I’m xxxx, a Complaints Resolutions Expert here at OVO. I hope this email finds you well. Really appreciate your time and effort contacting us.

As what we have discussed over the phone, we do understand that you want to have an Economy 7 meter. But I would like to inform you that we are not installing an Economy 7 meter from a traditional meter.

If you really want to have a smart meter in the property or a one meter that is working in your property, you need to remove your meter for heating but you can no longer use your heater anymore.

And once your meter for heating as been removed, we can book you an appointment for a smart meter but for a single rate only.

If I do not hear from you by 22 January 2024, I will assume you are happy with the action taken above and close this complaint for you. If this is not the case and we do need to work together more toward resolution, please let me know by replying to this email or call us on 0330 303 5063 (Mon to Fri 9am-5pm). We have a dedicated complaints process so if your complaint needs to be escalated, you can find the process here. We’re here to support you. 

Kind regards,”

 

What exactly IS the point of having 2 meters if not for seperating peak and off-peak use?

 

Am I being spun a line here as this sounds COMPLETELY bonkers?

 

And of course they also refuse to install a smart meter too.

Blastoise186
Super User
Blastoise186Super User
Super User
January 15, 2024

Hello,

Please post photos of your current setup and we’ll try to advise.

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dmacaulay75Author
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January 15, 2024

Thank you.  I swear I was losing the will to live talking to the agents on the phone.   Top right is the meter running the heaters and hot water.  Centre is the other one.

 

 

Blastoise186
Super User
Blastoise186Super User
Super User
January 15, 2024

Thanks, that helps a ton.

This looks like a type of setup that OVO is currently working on a migration path for. I strongly recommend you make no changes right now - OVO will contact you when a migration path to something like Economy 7 is ready.

I will try to find out the latest status, but please bear with me as I need to go via forum moderators and this may take a few days.

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    dmacaulay75Author
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    January 15, 2024

    Thanks.  In the meantime I’m going to try and call Octopus to see if it’s something they will support.  I suspect I’d make my break contract fee back withing a couple of months.  Ovo’s attitude really rubbed me up the wrong way.  Suggesting somebody takes out a meter and lives without heating and hot water is something you should never be hearing from an energy company.

     

    Customers should also not be stuck paying higher rates because suppliers haven’t pulled their fingers out and sorted out their processes and/or have not been installing smart meters.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    January 15, 2024

    Octopus doesn’t realistically support your setup very well I’m afraid. It looks like THTC - and only OVO can support that properly.

    You might be able to go elsewhere, but the caveat is things may not be easy.

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      dmacaulay75Author
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      January 15, 2024

      Looks like i’m in for a cold winter then.  What’s the point of 2 meters of nobody supports it?  Mental!  This industry needs a huge kicking from the regulators.

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      January 15, 2024

      It’s being worked on. Support for migrating you is expected this year iirc.

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        dmacaulay75Author
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        January 15, 2024

        I don’t get it.  It’s not as though Economy 7 isa new concept or these are a new or unusual kind of meter.  Why is this an issue now when people have been able to get off-peak power in the past?  Sorry, not having a pop at you, just frustrated with the idiocy of the industry at large.  I appreciate you taking the time to respond.

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        January 15, 2024

         

        And just had this emailed to me -

         

        “Hello xxxxxx,

        I’m xxxx, a Complaints Resolutions Expert here at OVO. I hope this email finds you well. Really appreciate your time and effort contacting us.

        As what we have discussed over the phone, we do understand that you want to have an Economy 7 meter. But I would like to inform you that we are not installing an Economy 7 meter from a traditional meter.

        If you really want to have a smart meter in the property or a one meter that is working in your property, you need to remove your meter for heating but you can no longer use your heater anymore.

        And once your meter for heating as been removed, we can book you an appointment for a smart meter but for a single rate only.

        If I do not hear from you by 22 January 2024, I will assume you are happy with the action taken above and close this complaint for you. If this is not the case and we do need to work together more toward resolution, please let me know by replying to this email or call us on 0330 303 5063 (Mon to Fri 9am-5pm). We have a dedicated complaints process so if your complaint needs to be escalated, you can find the process here. We’re here to support you. 

        Kind regards,”

         

        What exactly IS the point of having 2 meters if not for seperating peak and off-peak use?

         

        Am I being spun a line here as this sounds COMPLETELY bonkers?

         

        And of course they also refuse to install a smart meter too.

        This may not speed things up and may not sort things out... 

        While you are waiting to chat to Octopus and waiting for OVO to come up with a longer term solution you could simply now ask the complaint team to issue you with a deadlock letter and ask them not to close the complaint as you are going to the Ombudsman.

        The ovo response is basically a deadlock anyway. But no harm in asking for it. If they refuse to issue a deadlock letter then simply go to the Ombudsman anyway with that reply.

        https://www.energyombudsman.org/

        It may simply be the Ombudsman says you have to wait 

        The one surprising thing is that you appear to have a THTC setup but are not on a THTC tariff and haven't been offered a THTC tariff so something doesn't feel quite right.

        In case there is anything useful in here.

        https://www.homeenergyscotland.org/switching-restricted-thtc-single-meter-electric/

         

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