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

[It’s not easy to follow your narrative, @pegem, because it’s spread over a number of different threads. I don’t know whether a moderator could combine your posts into a single dedicated thread, but I’ll ask ...]

Those numbers tally with the ones I showed you elsewhere for the E10 tariff available in your part of the world (Day 29.25 p/kWh, Night 21.05 p/kWh, standing charge 47.32 p/day). We have also established that the E10 timings are correctly set (TPR: 00374   Timings: All days 0000-0500, 1300-1600, 2000-2200).

So everything is as it should be EXCEPT that the TPRs are set on the wrong meter tiers. This matters because DCC apparently assume that the first tier is for peak usage. I find it difficult to believe that it’s beyond the wit of OVO’s metering team to correct the TPRs as they did with mine; have they said categorically that they can’t?

E10 isn’t supported, they say. Yet here we have an account with an E10 plan (Simpler Energy - Economy 10 - 01/10/2023) and a meter set to switch registers according to an E10 calendar (TPR 374/375). It looks to the layman as if this should be easy to fix, but there are obviously other obstacles that OVO aren’t telling us about. I wish they would.

I am not an expert, and I don't want to be! I now know enough to be dangerous! 

That's what I think is wrong;

"So everything is as it should be EXCEPT that the TPRs are set on the wrong meter tiers. This matters because DCC apparently assume that the first tier is for peak usage. I find it difficult to believe that it’s beyond the wit of OVO’s metering team to correct the TPRs as they did with mine;"

"have they said categorically that they can’t?" No but with so many people involved now you would think at least one expert would have picked it up!

BTW, you are the second person to have pointed this out! Surely the so called experts can sort it! As customer's we shouldn't be this involved in the nuts & bolts!

BTW, you are the second person to have pointed this out! Surely 

Hey @pegem,

I think if you aren’t getting the resolution you need from the support team, you’ve done the right thing in raising a complaint.

You can find out more about our complaint procedure on the website.

This is the latest suggestion from OVO for solution to my problem,

"thank you for the images, upon inspection it may be possible for you to get an electrician to install a time switch to put the meter on Economy 10 hours (0000-0500, 1300-1600, 2000-2200). Once done, we can put the time pattern on our end to be on Economy 10 to reflect the hours and hopefully this should work out. Let me know what you think."

Really! Are they serious? 

Now that my account has been restored I can see that the usage for the last week,when it has been cold!  

has been .

Usage Peak 151

Usage Off-peak 55

Given that at this time of year our usage split should be 80 off-peak 20 peak, clearly the readings have been reversed, and probably have been since the meter was fitted in March! Which is where this whole thing started!

As far as we can tell, Our meter is switching as it should, the storage rads. and immersion heater coming on in line with the E10 schedule. 

So they now are saying that they can apply E10 timings why don't they do it! This would mean that our end and their end match! sort out the tariff reversal and we are sorted! 

Hey @pegem,

I’d advise doing a load test and sending the results to the support team if you believe the peak and off peak meter registers are transposed:

How do I tell my day and night readings apart?

Carry out a Load Test​. This involves taking two sets of readings at peak times. Only one reading should change between these times which will be your daytime (peak) register. 

Then contact the support team with the following:

• Meter Serial Number: ***********

• Date you took the meter readings: **/**/**

• Morning meter readings: 

• The time you took them: **am

• The day register ID and reading: R* - *****

• The night register ID and reading: R* - *****

• Afternoon or evening meter readings: 

• The time you took them: **pm.

• The day register ID and reading: R* - *****

• The night register ID and reading: R* - *****

• Do you have an electric heating system (e.g. storage heaters)? Yes/No

Register IDs are the little numbers or letters on the left-hand side of the reading (e.g. R1/R2/L/N etc).

We’ll then get back in touch with you to sort it out. 

If you have a smart meter, use the advice here for help taking your readings. And follow the same instructions above to send us the details. 

Hope this helps.

I did several load tests over several days. I think whilst locally our system is switching at E10 times, OVOs system has us on E7 times! The storage radiators are coming on for 5 hours at peak rate and only 5 hours off-peak, hence the high peak rate consumption. Ovo have gone very quiet! 

Jeez, I am dreading when it comes time to replace my Total Heating with Total Control set up!  I no longer trust Ovo to get anything right.  At least 6 different issues with my account in the barely 4 months I have been migrated. I’ve never felt so stressed dealing with any company as this. 

I’m afraid all THTC setups will need to be upgraded to Smart within the next year or two. There’s ultimately no escaping the fact that if you don’t do so, your heating and hot water might stop working properly.

Very few suppliers will take on a THTC customer.