Skip to main content
I
Rank 1
itsmeemillyy
Rank 1
September 2, 2023
Solved

I’m off supply for my electric, no engineer turned up after booking yesterday and after calling SMSL they have no record of my appointment. what?

  • September 2, 2023
  • 16 replies
  • 1474 views

I moved into my new flat a couple days ago and a few things have happened with my key meter: 

 

  • there is a debt on the meter from the previous tenant that needs to be cleared
  • i am off supply
  • i was given a code to go pick up a new key and after going to 7 different pay points no one had any for at least 6 months
  • i have a electrics key that has been sent out but won’t arrive for 3-5 working days so at least next Wednesday. 
  • I booked an engineer yesterday and no one showed up
  • i rebooked to day and contacts SMSL the third party company that was used and there was no record of any bookings too my address even though I received email confirmations. 

 

I go through to customer services, get help and then nothings actually happens it’s a constant cycle. I have food that’s going off and a fridge & freezer full of things I bought which is now ruined (which I can’t afford to replace because of this cost of living crisis) and I still haven’t received any confirmation of appointment by SMSL. I’m having to charge my phone at neighbours flats as I can’t leave just in case the engineer turns up. I can’t cook, I can’t shower and I’d like to be able to just relax in my new flat. 
 

additionally when I check my account online I get directed to the top up app which doesn’t apply to my meter because it’s a key meter. Meaning I can’t access any tariff details or see any information about my account,

 

 

I feel like no one is helping and I really didn’t want to spend my first night in my flat crying because I felt like no one was helping. 

Best answer by Blastoise186

Updated on 07/11/24 by Abby_OVO

 

Hi @itsmeemillyy ,

Unfortunately the only thing I can do is inform the forum moderators, which I have just done.

I would strongly recommend looking at upgrading to Smart Meters and then switching to Pay Monthly to avoid this from becoming a long-term issue.

For the key issue, I agree with you on this. Those keys are becoming literally gold dust across all suppliers. I will try to escalate that to OVO’s teams via the Forum Moderators as a general issue.

 

For more help and support with Pay as you go check out the topics below:

 

16 replies

Show previous replies
BPLightlog
Super User
BPLightlogSuper User
Super User
September 4, 2023

Obviosly you are wrong blastoise186,the engineer told me the smart meter is not the property of the energy company as you keep it when swithed over to new energy company ,he also said payg meters are still used and still available ,just that he never had one with him at the time ,so to get my supply back on he put in a smart meter.

1 suggestion is that you read up some more.

I think you may be talking about the IHD (in home display) rather than the smart meter. Any meter is the property of the energy supplier and has always been.

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
Blastoise186
Super User
Blastoise186Super User
Super User
September 4, 2023

Last I checked, the IHD technically remains property of the supplier as well. It won’t work at any other address so if you move out, please don’t take it with you - it needs to be left for whoever moves in next.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
N
Newcomer
Neveragain
Newcomer
September 5, 2023

I never said it was the property of the owner ,but you are right i  saying the energy supplyer at the time of supply ,so when i change ,the old supplyer doesnt own it as told by the engineer. With 10 years experiance.

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
September 5, 2023

Hey @Neveragain,

 

It sounds like you’ve had a really bad customer experience and I'm sorry to hear that. 

 

You can find out more about the GSOP process in this similar topic:

 

 

There is more information about our complaint procedure on the website.

 

I hope you get this resolved. 

Renewable Energy? Big Fan.
N
Newcomer
Neveragain
Newcomer
September 22, 2023

Well, as i expected no compansation has showed for the 5 missed engeneers appointments , i have complained twice since and asked for copys of transcript telephone conversations, so much for the replys of 24 hours , lost faith in ovo and will be swithing energy companys for sure when this is sorted out.will also be telling people of the awful customer servise they give.

 

Abby_OVO
Community Manager
Abby_OVO
Community Manager
September 22, 2023

Hi @Neveragain 

 

I’m sorry to hear about this and that you’ve not received the compensation for the missed appointments.

 

I’ll have our Forum Support reach out to you and see if they can look into this for you. Look out for a Private Message here: 

https://forum.ovoenergy.com/inbox/overview

Currently Playing: She's Electric
Terms & ConditionsAccessibility statement

OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

OVO (S) Gas Limited is part of OVO Group Ltd