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

I too have had this issue. Moved from SSE who replaced a faulty meter and put a smart meter in. Moved over to ovo and still the issue hasn’t been resolved this has been going on for over a year and paying £535 a month with no heating on and still uses over £14/day on average on economy 10. Been through customer services and then onto complaints. Recently had an ovo engineer out to test the meter who then told us it was the heaters at fault even though they are off at the trip switches. Worst energy supplier ever, they are happy to swindle us hard working people out of money to give their bosses huge bonuses. 

Rob, you’re not alone. We’ve seen several cases of ex-SSE customers with smart meters whose Economy 10 systems aren’t working properly. OVO are gradually (but very slowly) learning how to manage these systems, but they’ve yet to identify the magic bullet(s) that will make them all work. Of course, we only hear about ones that aren’t working properly, with no idea of how many are in this situation nor of how many have made the transition flawlessly. Some have discovered that they’re being charged at peak rates for electricity consumed during what they thought were offpeak hours; your high bills might suggest something of the sort.

If you’re interested, there’s plenty of to-and-fro in this thread, where a number of affected customers are sharing their experiences: Are Economy 10 tariffs available yet? | The OVO Forum. 

Every situation is unique, but there are many common factors that indicate systemic mismanagement. 

Hi firedog 

do you have any idea how we tackle this issue as we have complaint reference numbers. Also had engineers out to look at the problem to no avail 

The same problem with us! There are at least three customers who have resorted to Ofgem, read the forum that @Firedog recommended!

I’ll get on there and add my name to it. It’s disgusting behaviour from such a large company. It’s not our fault as we all got transferred over to them and they don’t have economy 10  

Hey @robhay1980,

I’m really sorry for the issues you’re having, 

I’ll ask Forum_Support to reach out, please keep an eye on your private messages. 

First, you have to assemble a whole load of evidence to show what’s not working properly, then add this to the complaint you have open already. If everything isn’t fixed to your satisfaction within eight weeks of the date your complaint was acknowledged, you can escalate it to the Energy Ombudsman, who will try and force OVO to rectify the problems.

From what we’ve seen so far, there’s nothing a visiting engineer can do to correct the faults in the system if your meter is successfully communicating. They involve software changes, which have to be done remotely by the supplier (OVO). He might be able to help if there is a communication problem between OVO and your meter, but you haven’t suggested that there is one.

Hey @robhay1980,

I’ve asked Forum_Support to reach out, please keep an eye on your private messages. 

There is nothing the forum can do apparently as we have escalated to the highest level already and yet they do nothing about it. 

I understand @robhay1980. You can find out more about the complaints procedure on the website.