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shelly12345
Rank 1
September 3, 2023
Solved

Multiple failed appointments for Isolation switch installation

  • September 3, 2023
  • 15 replies
  • 426 views

HELP!!

 

I paid and booked to have an isolation switch installed to charge an electric car back in

March 2023 , 

4 times they have been booked and not turned up.

every time I get £30 credited to my account for wasted a morning of annual leave.

 

This is truly disgraceful no one can help all the staff at ova do is book another appointment. no contact to or from SMSL 

Every time they don't turn up they credit my account and this is all well and good but who is paying for this? ultimately it is us the customers …

 

Its the most awful service from a company who have rocketing prices and bonuses.

 

Best answer by Abby_OVO

Updated on 19/02/24 by Emmanuelle_OVO:

Hey @shelly12345 

 

I’m really sorry to hear about this, that’s really not great to hear.

 

Unfortunately we don’t have access to accounts here at the Forum so you’ll need to get in touch with the Support Team to rebook the appointment.

 

I am glad that you’ve been getting the £30 credits you’ve been entitled to due to the engineers not showing up without notice. I’m really sorry again that they’ve not arrived for the scheduled appointments previously, if you’ve not already made a new booking, it can sometimes be worth making the booking a little later than the first appointment available as there is usually more engineer availability.

15 replies

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Abby_OVO
Community Manager
Abby_OVO
Community Manager
December 15, 2023

Hey @DougalDog 

 

Sorry to hear this is ongoing.

 

I’ll check in with Forum Support and make sure they reach out to you. I suspect they’re awaiting responses from teams, but lets get an update for you.

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DougalDog
Newcomer
December 18, 2023

Abby

 

Not long after your reply last Friday one of your colleagues from OVO called me and arranged and appointment for today (18th).

 

OVO engineer installed isolation switch and also took the opportunity to upgraded smart meter to a SMETS 2 unit this afternoon.

 

Hopefully there will be no problems associating new meter & readings to my account.

 

As such I now consider this problem fully resolved, this will allow me to move forward with my heat pump installation.

 

Thank you to yourself and colleagues in providing a solution to what had been a long standing concern for me.

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    December 18, 2023

    Abby

     

    Not long after your reply last Friday one of your colleagues from OVO called me and arranged and appointment for today (18th).

     

    OVO engineer installed isolation switch and also took the opportunity to upgraded smart meter to a SMETS 2 unit this afternoon.

     

    Hopefully there will be no problems associating new meter & readings to my account.

     

    As such I now consider this problem fully resolved, this will allow me to move forward with my heat pump installation.

     

    Thank you to yourself and colleagues in providing a solution to what had been a long standing concern for me.

    Good to hear things are resolved @DougalDog 

    Be great to hear about the heat pump when it is installed 

     

      juliamc
      Rank 20
      juliamc
      Rank 20
      December 18, 2023

      Which heat pump are you getting and is it through a big company or a local one ? Are you using the OVO / Heat Geek offer ? You may already know all this but make sure you get a proper heat loss calculation and get the installer to explain how the controls work. Use weather compensation not fixed flow. Report back here !!

      D
      Newcomer
      DougalDog
      Newcomer
      December 18, 2023

      Daikin Altherma 3M 6kW Monoblock, Mixergy unvented cylinder, new radiators & pipework.

       

      With the grant not much more (if any) than I’d pay to replace my now defunct gas boiler.

       

      OVO are only registering interest in my area at the moment so I have chosen another national company.

      I'm comfortable with calculations and equipment chosen, thanks to information I gleaned through heat geek & others online videos.

      Although I’m hoping that OVO will extend their 15p/kWh 24/7 tariff to all heat pumps and not just those they instal, given that they’re not covering my area as yet.

       

      Will update when installation completed early next year.

       

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