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Ovouser777
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September 27, 2023
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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.


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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

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Firedog
Super User
FiredogSuper User
Super User
September 30, 2023

Thanks for your not-so-encouraging words. I was told  by the agent that ‘it can take up to 6wks for this all to be in communication with us’. I’m not particularly concerned about the data communication, because I know that that shouldn’t have any lasting effect. However, I am very concerned that my storage heaters are effectively shut down. My last - unanswered - question to the agent was “…  are you suggesting that I may be without heating until the middle of November?”

This isn’t acceptable for anyone (especially not anyone on the Priority Services Register for age or health reasons), and I don’t understand why this can’t be dealt with remotely and quickly as Blastoise suggests:
  

 

I wasn’t at home last night during offpeak hours, so I couldn’t check the relay. I’ll have a look tonight; what do you think I’ll find?

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. |
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Rank 5
Ovouser777Author
Rank 5
September 30, 2023

Thanks for your not-so-encouraging words. I was told  by the agent that ‘it can take up to 6wks for this all to be in communication with us’. I’m not particularly concerned about the data communication, because I know that that shouldn’t have any lasting effect. However, I am very concerned that my storage heaters are effectively shut down. My last - unanswered - question to the agent was “…  are you suggesting that I may be without heating until the middle of November?”

This isn’t acceptable for anyone (especially not anyone on the Priority Services Register for age or health reasons), and I don’t understand why this can’t be dealt with remotely and quickly as Blastoise suggests:
  

 

I wasn’t at home last night during offpeak hours, so I couldn’t check the relay. I’ll have a look tonight; what do you think I’ll find?

One thing I can tell you is that it appears that they are using a timer that is not adjusting for BST so it will be GMT which means you should check between 1am and 8am. That was my experience 2 nights ago.

Firedog
Super User
FiredogSuper User
Super User
October 1, 2023

… they are using a timer that is not adjusting for BST so it will be GMT which means you should check between 1am and 8am.

 

Yep, I’m aware of that. The whole industry always works on GMT all year round. I was once told that some meters compensate for this. 

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. |
Firedog
Super User
FiredogSuper User
Super User
October 2, 2023

I was wrong.

Sorry, everybody, but 
        “(a)  The ToU Rate 2 register wasn’t recording anything ...”

isn’t true. It was, but the meter only shows whole kWh and ignores any decimals. It took three nights for the offpeak register to reach 1kWh and display it. 

 

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. |
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
October 3, 2023

Hey @Firedog,

 

Did an agent every get back to you? I can get Forum_Support to reach out if that will be helpful? 

Renewable Energy? Big Fan.
Firedog
Super User
FiredogSuper User
Super User
October 3, 2023

Hey @Firedog,

 

Did an agent every get back to you? I can get Forum_Support to reach out if that will be helpful? 
 

Nope, but Forum_Support did. I’m in good hands, I think. Thanks 🙇‍♂️

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. |
    O
    Rank 5
    Ovouser777Author
    Rank 5
    October 6, 2023

    I can now reveal that after 35 days and much effort on the part of my complaints resolution person my smart meter is now correctly configured as a 2 rate meter and switching correctly in the night (albeit on GMT and not BST) with the correct unit rates. Ironically I now have turned the heating off as the weather is so unseasonably warm! If you do find yourself in the same situation as I was I recommend you ask to log a formal complaint and chase as often as possible until it’s taken over by the complaints team when you can then expect some progress. I certainly have nothing but praise for the person who took on my case. Just the back billing and compensation to sort out now!

      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVO
      Retired Moderator
      October 9, 2023

      Hey @Ovouser777,

       

      I’m glad this has finally been resolved for you!

       

      Please pop back if you have any further issues. 

      Renewable Energy? Big Fan.
      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