IHD meter reading

Forum|Forum|1 year ago
October 12, 2024
22 replies
195 views

Just switched from boost to ovo. I tend to use the energy app to topup and monitor the credit levels, with were fairly accurate when I used the boost app.

Unfortunately, the ovo energy app is, well, bad. I get absolutely no reading from electricity despite the ihd being about 3 feet from the meter, and the gas reading that I do has is from February…

Not to mention how many times the topup through the app has failed leaving my money in limbo.

Best answer by Anodine

Spoke to a lovely member of your CS team who informed me I should of received new account numbers/topup cards in February, which I didn't for some reason, but anyhoo, added the new numbers to the app and it appears to be fine. They'll be sending me the relevant new topup cards etc in the post.

Not tried to topup as yet but the apps displaying the correct balance for both gas and electricity so I'm hopeful everything is good.

Thanks for the input everyone

Show previous replies

Firedog

Super User

Hey @Anodine,
...
Have you been able to speak with a member of our Support Team?

It’s a bit sad that that unhelpful screen still hasn’t been updated after a year to fill in the gap after “… contact us on .“ There are so many phone numbers floating around these forums; it would be really useful if the right one were put on that screen.

That said, there are lots of steps to try taking in the event of a top-up failure: they’re very clearly laid out in the detailed article Chris referred to. It would be a good idea to exhaust them before pestering an overworked support team.

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |

AnodineAuthor

Rank 2

Tried the topup cards at a pay zone. Also failed.

Guess it's time to get on the phone

AnodineAuthor

Rank 2

It's just super annoying that I now have money stuck in limbo till the 30th because of all the failures. And yes I know the wait is largely due to the banks and their refund policy, but end of the day, its down to ovo to make sure their systems work properly so these kinds of situations don't occur.

I cannot afford any more limbo situations because any money I now attempt to put into the meters means less money for food. And I'm already on the breadline.

What I can't understand is as you say, the boost and ovo apps are largely similar, same framework but skinned differently, why the boost app just worked and the ovo one doesn't. Although having tried every other avenue to topup I suspect its more something to do with the boost to ovo migration itself than anything else.

Blastoise186

Super User

Long story short, the migration is technically considered a Change of Supplier, so it has to run through the entire Change of Supplier process. It can’t just be redirected or have references updated - everything has to be lifted and shifted just as if you’d switched manually.

If you need it, OVO can issue you with some Additional Support Credit to keep you going for now. It’s usually around £50 a time and needs to be repaid later, but it may help in the short-term.

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!

AnodineAuthor

Rank 2

So, basically, ovo shut down boost and its associated ways to topup, before they completed the migration, leaving customers like me absolutely no way to topup.

Genius.