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Rank 2
Harriethat
Rank 2
August 6, 2023
Solved

Issues with meter appointment and broken meter

  • August 6, 2023
  • 30 replies
  • 1213 views

A few weeks ago I received a new prepayment card. The instructions said to use up any credit and then insert the card.

Last night my credit ran out I popped in the new on and was met with FAIL in big letters.

I contacted ovo this morning at 9am where the representative had issues understanding. She kept telling me to put credit on it took ages for me to get her to understand I can't it says fail. 

She opened up a job for me at 9am saying that someone would be round in 3-4 hours. Five hours have now gone by I have spoken to webchat they told me they don't deal with heritage meters despite the person on the phone telling me to use this if there was a issue.

No one has called I gave them my phone number and I have been on hold with customer services for half a hour at this point. I had to take the day off work to get this fixed.

Best answer by Jeffus

Updated on 05/08/25 by Emmanuelle_OVO:

 

Guaranteed Standards of Performance are the promises we make to you, as your energy supplier. 

 

We’ll always do our best to keep these promises. If for some reason we don’t meet the guaranteed standards, we’ll pay £40 directly into your OVO Energy account. This is our way of saying sorry. It’s sometimes called GSOP compensation, or a GSOP payment.

 

If you’ve had a missed meter appointment with no prior notice for the cancellation, you could be entitled to out Guaranteed Standard of Performance payment. For more on this, check out the article below as well as one of our Forum topic:

 

https://www.ovoenergy.com/help/article/guaranteed-standard-of-performance-gsop

https://www.ovoenergy.com/help/article/meter-error-codes-and-what-they-mean

 

 

30 replies

H
Rank 2
HarriethatAuthor
Rank 2
August 6, 2023

I spent 42 minutes trying to sort this out on the phone again. I was eventually disconnected with no resolution. 

 

Just editing to say how far I've got. Finally getting through again. The entire job had to be raised again so it will be another 3-4 hours. The representative told me AGAIN to use webchat if there are any issues. 

This is awful. I can't even hear properly what they are saying on the phone because the background noise wherever they are is so loud. 

H
Rank 2
HarriethatAuthor
Rank 2
August 6, 2023

Now this is ridiculous. After calling again and being assured that someone would come withing 3-4 hours taking me up to 6:30 pm Still no one has turned up. The office is now closed I cannot get in contact with anyone. I have lost a day at work to sit here for someone who's not turned up. I have been waiting here since 9am.

I'm angry. I can't take another day off. I have no gas because my meter is broken.

Blastoise186
Super User
Blastoise186Super User
Super User
August 6, 2023

The forum moderators have been informed. Please wait for a response. 

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Abby_OVO
Community Manager
Abby_OVO
Community Manager
August 7, 2023

Morning @Harriethat 

 

I’m really sorry to hear about this.

 

It sounds like you could be under BOOST brand, who deal with these meters and top up style so I’d suggest contacting their Support Team who’ll be able to get this sorted. 

 

We don’t have access to accounts here to make the booking so you’ll need to contact the Support Team if you’ve not done so already this morning, you can contact them via 0330 102 7517, hello@boostpower.co.uk or facebook.com/boostpoweruk/ Mon-Fri: 08:00-18:00 & Sat: 09:00-17:00.

 

 

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H
Rank 2
HarriethatAuthor
Rank 2
August 7, 2023

I have just spent 20mins going round with the "boost" people only for them to tell me they don't deal with my problem and have told me to ring the original number I called to get a booking.

    H
    Rank 2
    HarriethatAuthor
    Rank 2
    August 7, 2023

    I had to wait until after work to call customer services again. This time I was assured they had reported the problem apparently they can see the appointments on my account. They booked it again saying yes there would be someone out to fix my meter in the next three to four hours.

     

    No one has turned up AGAIN. This is 3 four hour window appointments that nobody has turned up to. I have been without gas since Saturday night. Its now Monday evening. everyone I speak to has ended up sending me back to the same customer service number. This is absolutely ridiculous.

      Jeffus
      Rank 20
      JeffusSolved
      Rank 20
      August 8, 2023

      Updated on 05/08/25 by Emmanuelle_OVO:

       

      Guaranteed Standards of Performance are the promises we make to you, as your energy supplier. 

       

      We’ll always do our best to keep these promises. If for some reason we don’t meet the guaranteed standards, we’ll pay £40 directly into your OVO Energy account. This is our way of saying sorry. It’s sometimes called GSOP compensation, or a GSOP payment.

       

      If you’ve had a missed meter appointment with no prior notice for the cancellation, you could be entitled to out Guaranteed Standard of Performance payment. For more on this, check out the article below as well as one of our Forum topic:

       

      https://www.ovoenergy.com/help/article/guaranteed-standard-of-performance-gsop

      https://www.ovoenergy.com/help/article/meter-error-codes-and-what-they-mean

       

       

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        August 8, 2023

        Just a heads up. One comment has been removed from this thread by a moderator because of spam. The user who posted it has been banned. Blastoise is ALWAYS watching...

        They weren’t contributing anything useful anyway, but that will explain why you may have been notified about an invisible comment.

        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!
          H
          Rank 2
          HarriethatAuthor
          Rank 2
          August 8, 2023

          So I have another appointment. The customer service team spoke to the engineer they apparently didn't turn up because they tried to call me on a landline number that's on my account. I haven't had a landline in well over 10 years.  I gave them my mobile as the only contact number when I called on Sunday and updated all my details. Phone email etc but they called a different one.  At the time of booking the first one they asked and I gave my number for them to contact me.

          I have just spoken to an engineer and they are on there way.

            Abby_OVO
            Community Manager
            Abby_OVO
            Community Manager
            August 9, 2023

            Hey @Harriethat 

             

            Goodness I’m really sorry to hear about this.

             

            Definitely follow up on Jeffus’ mention of the compensation for missed appointments.

             

            Did the engineer get everything sorted last night?

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