New Smart Meter: TOU1 (Time Of Use) clocking consumption but not using TOU2

It probably just needs the ECAUL settings and a tariff update applied. OVO Support can do that if you let them know.

Thanks Blastoise for the info. I’ll give them a try. It’s not been a very good experience so far with changing to a smart meter. Thanks again for your help. 

Hi Blastoise. 
Will OVO eventually get around to resetting the ECAUL and tariff settings automatically without my intervention do you think? 
Thanks again. 

If it doesn’t get done within say… A week or two… Stop by the forum again. There might be other options that can be explored.

But please try to resolve it with OVO Support yourself first.

@Simonlee feel free to post some photos of the meter, including one showing the underneath with the cables going into the meter. We can at least check that you have a 5 port smart meter with the 5th port in use. If you do, it should rule out a physical set up issue, and we can turn our attention to how the smart meter is set up on OVO’s systems. You can refer to this forum thread with our web chat team if need be so it’s handy to have pictures and advice here if and when contact to our Support team happens. 

It’s worth getting this sorted without delay, we should be making sure the meter’s off peak register is clocking your usage when it should be.

Hi Tim. 
Please find info as requested. 
Thanks. 
 

Yup! That’s a five terminal meter! I need to see the meter display next. :)

It appears to be an Aclara SGM1300 Series or Aclara SGM1400 Series. The most likely one is probably Aclara SGM1412-B or Aclara SGM1416-B.

Thanks again for the help. I’ve spoken to OVO just now and they have assured me that someone from the meter team will be phoning me back. 🤞🏻🤞🏻

Hi Tim and Blastoise. 
Issue still hasn’t been resolved. Have been in touch with OVO some days ago but still paying a single tariff. Wishing we stayed on our old meter now. Not been a good experience. 

Hey @Simonlee,

I’m really sorry to hear this,

I’d advise calling our Support Team and seeing if they can give you a timeframe, if not, and you’re unhappy with the resolution you’ve been given you always have the option of raising a complaint. The complaints process is outlined on our website.

I hope this gets resolved for you as soon as possible. 

Hi Emmanuelle. 
Thank you for getting in touch. We live in sheltered housing and like many other people nowadays we have to really watch what we spend. We’re only asking to pay what we have agreed to pay with yourselves. Not looking to complain but would just like to know we are in budget. 
Thanks. 

Still nothing done from OVO!  Surely can’t be that difficult!?? 

Hey @Simonlee,

Really sorry to hear this,

Did they give a timeframe or advise how the metering team would be in touch? Phone or email? If email, I’d advise checking your spam inbox.

It might be worth contacting our Support Team to chase this up as it’s been a few weeks now. 

Hi Emmanuelle. 
We emailed on the 25th of April and were told we’d hear back within five working days. Hadn’t heard so we emailed Roseanne  on the 10th May. Still nothing heard and Spam box checked also. 
Thanks. 

Hey @Simonlee,

Sorry to hear this,

I’m not sure what address you emailed, hello@ovoenergy.com isn’t in use. 

Our Support team’s web messaging and WhatsApp opening hours will be:

• 8am - 6pm Monday to Friday 

• 9am - 2pm on Saturdays

 Our Support team can be contacted by phone on 0330 303 5063 between:

• 9am to 5pm Monday to Friday. 

Keep us posted with how you get on.