Skip to main content
A
Rank 1
ajay
Rank 1
November 22, 2023
Solved

Issues after moving to OVO, Incorrect Smart Meter configuration and Lack of Tariff transparancy

  • November 22, 2023
  • 30 replies
  • 2211 views

I was migrated from SSE(Standard Economy 9) to Ovo (Simpler Energy - Economy 7) earlier this year. During migration, I recieved a letter stating 

“We wrote to tell you that we were moving your electricity supply to OVO Energy. Great news! Your move is now complete. With OVO you can expect clean, affordable energy - plus the same great customer service. And you can rest assured that your prices haven't changed as a result of the move, you'll still pay exactly the same.”

However, I just noticed that my Ovo Plan has only 7 hours of Off Peak usage.  The main issue now is that , All my storage heaters are getting Powered ON by the meter, during Peak tariff hours (1 PM to 4PM and 8 PM to 10 PM this was non-peak hours in my previous tariff ), Which is resulting in heavy un-intended consumption and unfair billing.  

Will OVO be able to refund this consumption, as METER was expected to work as per the new OFF Peak timings ?  Am I entitled for a compensation due to their fault in correctly configuring the SMART meters OFF peak supply timings?

P.S : I have a ACLARA- multi rate smart meter. So, it has 2  seperate readings, and the meter turns on the supply to heating appliances during OFF peak hours.

Best answer by Jeffus

Updated on 03/04/25 by Ben_OVO

If you think you’re on the wrong tariff please contact our Support Team who’ll be able to check things over for you.

Hi @ajay 

I am just a customer like you.

Did you have the smart meter when you were with SSE?

I see ovo have this page on their economy 9 tariff with some timings on. Might be worth comparing to any old documents you have from SSE. 

https://www.ovoenergy.com/help/article/electric-heating/economy-9

The timings on the link look similar to the ones you describe.

Certainly OVO should have transferred you with the same tariff you had with SSE, including timings, when you transferred.

It may be with some of the more unusual tariff that issues occurred.

It doesn't sound right you were moved from E9 with SSE to E7 with OVO during the migration. 

The OVO Economy 9  tariff looks like it should work for you.

I suggest call OVO using the phone registered on your account. This should get through to an appropriate team hopefully.

03303035063

If you don't have any luck you could put in a complaint but I suggest try the normal support number first

I think ovo should be able to give you the money back.

30 replies

Jeffus
Rank 20
JeffusSolved
Rank 20
November 22, 2023

Updated on 03/04/25 by Ben_OVO

If you think you’re on the wrong tariff please contact our Support Team who’ll be able to check things over for you.

Hi @ajay 

I am just a customer like you.

Did you have the smart meter when you were with SSE?

I see ovo have this page on their economy 9 tariff with some timings on. Might be worth comparing to any old documents you have from SSE. 

https://www.ovoenergy.com/help/article/electric-heating/economy-9

The timings on the link look similar to the ones you describe.

Certainly OVO should have transferred you with the same tariff you had with SSE, including timings, when you transferred.

It may be with some of the more unusual tariff that issues occurred.

It doesn't sound right you were moved from E9 with SSE to E7 with OVO during the migration. 

The OVO Economy 9  tariff looks like it should work for you.

I suggest call OVO using the phone registered on your account. This should get through to an appropriate team hopefully.

03303035063

If you don't have any luck you could put in a complaint but I suggest try the normal support number first

I think ovo should be able to give you the money back.

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    November 23, 2023

    Hey @ajay,

     

    Jeffus is right, the best thing to do is contact customer support for this, we don’t have access to your account on the Forum.

     

    Please keep us posted with how you get on. 

    Renewable Energy? Big Fan.
      P
      Newcomer
      pegem
      Newcomer
      November 30, 2023

      Like you we were migrated from SSE to OVO, We have now been told that OVO don't offer E10 on a Smart Meter & we should never have been offered it by SSE! It appears that we had a Smart Meter fitted on Economy 10 with SSE in March. When we migrated to OVO in August Economy 10 wasn't a tariff OVO offered But NOBODY TOLD US!! I think so we have been on E7 since.  The local setup still thinks we are on E10 and the heating etc. still boosts for 10 hours per day, but that means 5 hours at expensive heating! The charging pattern on Storage Radiators is still E10 but we have been losing 5 hours of cheap electricity a day!.

      There's talk of compensation, well see! Disgraceful! We can't be the only customers affect by this.

       

      It explains why it was so difficult to reconcile readings with usage!

      My advice would be not accept a Smart Meter until you are certain that E10 is available on it!

      P
      Newcomer
      pegem
      Newcomer
      November 30, 2023

      The OVO Economy 9 tariff looks like it could work for us but in hasn't been offered!

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      November 30, 2023

      The OVO Economy 9 tariff looks like it could work for us but in hasn't been offered!

      You could try phoning and giving a link to the ovo website.

      Tim_OVO
      OVO Staff
      Tim_OVO
      OVO Forum Legend
      December 1, 2023

      Hi @pegem. I’ve replied to the other topic you posted in about this:

       

       

      In short, if your smart meter was set up to be eco-10 when you were with your old supplier and you migrated to OVO, you will keep this eco-10 timings for your off peak usage. 

      Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
      P
      Newcomer
      pegem
      Newcomer
      December 1, 2023

      As far as I know, the local switchings are still on E10 but the Ovo system is now on at best E7 at worst flat rate! My consumption since August was c500kWh peak and c150kWh off-peak! 

      P
      Newcomer
      pegem
      Newcomer
      December 1, 2023

      I have been trying to get readings from OVO, but they keep on saying that they don't do E10 yet! This started with a discrepancy on my IHD & meter. The tariff had been reversed.

      Firedog
      Super User
      FiredogSuper User
      Super User
      December 1, 2023

      I have been trying to get readings from OVO,

       

      You mean that there are no smart readings showing on your online account pages? Estimates, perhaps? Or no readings at all? Perhaps there are no Usage data either?

      Do you know whether your account is set up to receive half-hourly usage data from your meter? We’ve seen several cases where new installations have reverted to a monthly instead of daily or half-hourly frequency. It’s of course best to go for half-hourly, so you can keep a close eye on your consumption.  

      If DCC is receiving your data (and I don’t think we’ve heard otherwise), you can always see the half-hourly usage figures by downloading them from one of the third-party aggregators (who of course only get them after you’ve given them permission to do so). It might be worth your while to try this, if you’d like to find out where those enormous usage figures come from. I’ll happily give you a hand if you’d like to try. Do you have a working In-Home Display?

       

      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. |
      P
      Newcomer
      pegem
      Newcomer
      December 1, 2023

      The account was showing readings, local timings were E10 but reversed , off-peak tariff 29.?? Per kWh, peak 21.05 p kwh. but OVOs readings are different. The Ovo timings? I really dont know! I think E7? Gone to complains procedure.

      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