Skip to main content
O
Rank 5
Ovouser777
Rank 5
September 27, 2023
Solved

Is anyone from OVO is actually listening to my complaint?

  • September 27, 2023
  • 28 replies
  • 596 views

Please can someone explain why despite the best endeavours of a senior complaints resolution handler, OVO is unable to get my smart meter working correctly. Having been promised a smart meter with E7 functionality to replace my previous dual meter (with E10 rates) and having received a new agreement showing dual rates the smart meter fitted 27 days ago on Aug 31st is still only showing a single rate and the the 5th port is not switching on during the off peak hours. This means I cannot use my storage heaters and have to rely on using conventional heaters at the more expensive standard rate.

In essence OVO have taken away one of my services and failed to replace it. (Not to mention the fact that my circumstances should class me as vulnerable).

Best answer by Firedog

Updated on 17/07/24 by Shads_OVO

… the smart meter fitted 27 days ago on Aug 31st is still only showing a single rate and the the 5th port is not switching on during the off peak hours.


​​​​​​

 

While not identical to your situation, the two or three customers in this thread:
 

are experiencing similar problems. They are ex-SSE E10 customers with Aclara SGM 1416-B meters. You may learn something by wading through the thread.

It peters out because there’s an enforced 6-week wait for the metering people to get things sorted out, but I’m sort of hoping those affected will come back and tell us if and when they are. Meanwhile, stay in touch with your complaints handler to make sure you both know what the metering team are up to. I’d use email (to feedback@ovoenergy.com) so that you have written evidence of what was said just in case.

 

28 replies

Blastoise186
Super User
Blastoise186Super User
Super User
September 27, 2023

This is actually a quick fix. Please ask the Support Team to reconfigure the ECAUL/ALCS Configs on your meter. Fixes around 99% of these cases in a matter of hours.

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!
Firedog
Super User
FiredogSuper UserSolved
Super User
September 27, 2023

Updated on 17/07/24 by Shads_OVO

… the smart meter fitted 27 days ago on Aug 31st is still only showing a single rate and the the 5th port is not switching on during the off peak hours.


​​​​​​

 

While not identical to your situation, the two or three customers in this thread:
 

are experiencing similar problems. They are ex-SSE E10 customers with Aclara SGM 1416-B meters. You may learn something by wading through the thread.

It peters out because there’s an enforced 6-week wait for the metering people to get things sorted out, but I’m sort of hoping those affected will come back and tell us if and when they are. Meanwhile, stay in touch with your complaints handler to make sure you both know what the metering team are up to. I’d use email (to feedback@ovoenergy.com) so that you have written evidence of what was said just in case.

 

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. |
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    September 27, 2023

    … the smart meter fitted 27 days ago on Aug 31st is still only showing a single rate and the the 5th port is not switching on during the off peak hours.


    ​​​​​​

     

    While not identical to your situation, the two or three customers in this thread:
     

    are experiencing similar problems. They are ex-SSE E10 customers with Aclara SGM 1416-B meters. You may learn something by wading through the thread.

    It peters out because there’s an enforced 6-week wait for the metering people to get things sorted out, but I’m sort of hoping those affected will come back and tell us if and when they are. Meanwhile, stay in touch with your complaints handler to make sure you both know what the metering team are up to. I’d use email (to feedback@ovoenergy.com) so that you have written evidence of what was said just in case.

     

    Appears no progress or even a useful update on progress from OVO after 6 weeks for at least one of the customers in that thread Painful reading some customers experience of ovo when things don't work. 

    O
    Rank 5
    Ovouser777Author
    Rank 5
    September 28, 2023

    Now I get up this morning and it feels strangely warm! The heating is on! Coincidence?

    However the meter (an Aclara SGM 1416-B incidentally) still shows only one unit rate so it’s still being charged wrongly according to the meter. However as the rate shown is just over 13p a unit and the amount accrued since last read seems to confirm this. 

    I have never been an SSE customer, over ten years with OVO.

    O
    Rank 5
    Ovouser777Author
    Rank 5
    September 28, 2023

    Having plowed through  (this thread)as recommended. Looked at the JSON for my account and found only:

     

    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    September 28, 2023

    Hey @Ovouser777 

     

    I’m really sorry to hear about this.

     

    We’d agree with Firedog on this one. It’ll also definitely be a good idea to discuss this directly with your complaints handler. If they have contacted you before hopefully you’ve got their email and contact number. Otherwise they will be reaching out once they’ve investigated your complaint. 

     

    We'd recommend ensuring the house is kept warm as it get’s a little colder, and any extra expenses that are through no fault of your own should be considered as part of any resolution.

    Currently Playing: She's Electric
    O
    Rank 5
    Ovouser777Author
    Rank 5
    September 28, 2023

    Thanks Abby, I am in constant communication via email and phone

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    September 28, 2023

    Hey @Ovouser777,

     

    Sorry for the issues you’re having,

     

    I’d imagine if a 5 port meter wasn’t installed or the 5th port wasn’t connected correctly then they should be able to book a meter exchange asap. But you’ve advised this seems to be working now? 

     

    If it’s just the tariff that needs amending this should be easier. What are the support team advising? When you attempt to take a meter reading manually does it should two readings or just one? I’m wondering if the meter itself is single rate or just the tariff. 

     

    Keep us posted with how you get on.

    Renewable Energy? Big Fan.
    Firedog
    Super User
    FiredogSuper User
    Super User
    September 28, 2023

    Having plowed through  (this thread)as recommended. Looked at the JSON for my account and found only:

     

    That ‘refresh token’ is the cookie that tells the page that you’re authenticated. That’s why you have to stay in the same browser session as the one where you’re signed in to your OVO account. If the token is absent, it just means you’ve been signed out. Sign in again and then refresh the JSON page.

    The cookie expires after an infuriatingly short period of 30 minutes. 

    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. |
    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    September 28, 2023

    The cookie expires after an infuriatingly short period of 30 minutes. 

    Umm… Yeah… That’ll be because of me three years ago. Further information is classified.

    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!
    Show more replies
    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