Smart meter failed installation from THTC

What I don’t understand is why we are at this point. It was 2011, over 13 years ago, that it was announced the radio signal would be switched off.  It’s not like electric companies didn’t know this was going to happen.  In all the years I’ve lived in the house nobody ever mentioned complex meter setups until the last couple of years.  I had upgraded meters fitted about 5 years ago and was told I couldn’t have a smart meter, so it’s not like the meter setup up wasn’t known about!  The electricity suppliers need to be reassuring people that a solution will be found and not threatening people that their system won’t work!  I have an elderly neighbour whose THTC system failed nearly 2 years ago and it was only in October when they fitted her smart meter (same set up as our house - explain that to me) that her storage heaters started to work again!  Appalling that she had been left with only convector heaters due to a faulty meter. I have other elderly neighbours who are still saying they don’t want these new meters which they can’t read, they need a planned visit to properly explain the situation not threatening letters.  
also if you know all of this, why do I still get texts and emails telling me I need to arrange a smart meter appointment when you can’t do it! It’s a shambles!  I don’t want to move to oil heating but I’m sorely tempted by this fiasco.

I completely understand your frustration. However, problems like yours aren’t just OVO’s fault. You mention new meters being installed 5 years ago - that was long before OVO got involved. I have a sneaking feeling that SSE knew there was a bumpy ride ahead for THTC and other RTS customers, so divested themselves of their retail arm rather than try and tackle the problems they knew would arise. I don’t think OVO had much idea what they were letting themselves in for when they bought SSE.

It’s almost a perfect storm: the government insists on everyone having a smart meter, the BBC runs out of valves for its long-wave transmitters, and DCC can only reach 99.5% of customers in Scotland. OVO’s engineers had to start from scratch to develop a meter that could replace RTS systems, work that was first completed (at least for deployment to start) last summer. 

I’m afraid I don’t understand the difficulty of substituting one smart meter for two existing ones when they’re not adjacent, but we’re hoping a senior OVO meter engineer will be along soon to explain. Configuring the system once the meter is in place can also be a headache, but luckily much of it can be done remotely - so long as the meter can call home.

In any event, you can be sure that OVO’s infrastructure teams are doing everything possible to get all their customers currently relying on RTS sorted out before the June deadline.
  

It does seem that OVO have bought a vipers nest from SSE then.  
I’m still not sure if I agree that their tactics are helpful, they are just scaring older customers and it’s backfiring.

it was suggested to post pictures of the set up so I hope these are helpful.

Meter 706 is anytime, 701 is THTC

Well… Technically OVO inherited a massive nightmare from the 1980’s. When RTS was first developed, I’m pretty sure nobody ever thought that some day it might get terminated - the engineers back then definitely didn’t consider how to handle long-term outages!

Just so you know, we haven’t forgotten about this!

I’m currently talking with one of my contacts backstage. He needs a little time to think about this before providing his thoughts. We’ll let you know!

Thank you very much, I look forward to the update as and when there is one.  

If you let me know via PM ​@Blastoise186 who you’ve asked I can give them a nudge.

Hey all,

Sorry I've asked for extra time to think about this one. I can't see a wiring issue that would stop this installation going ahead? 

The original booking, did one of our branded engineers arrive? I.e. OVO uniform and van? Or was it a subcontractor? 

If it was a OVO branded engineer can you private message me both your MPAN's? 

Hi ​@FClarke ,

Looks like Luke’s waiting for you to swing by again. Did you still need his help?

Hi sorry, I didn’t get a notification of his post, just yours today Blastoise.

It was not an OVO engineer and I did tell him that my neighbours had one fitted in October and her set up was the same.  He did say that the part I would need had not been invented yet but to be honest it was cold and snowy (although we have a long carport so he wouldn’t have got wet) and I actually thought he just couldn’t be bothered but didn’t want to say that initially.

I’m sorry I don’t know what MPAN is.  The appointment was booked through the complex meter team. 
 

I’m a little more encouraged by your response

Many thanks

Fiona

Gotcha, thanks. I’ve let Luke know you stopped by so he’ll be around again when he can.

May take some time so hang in there!

​@Firedog ​@Blastoise186 ​@Lukepeniket_OVO 

Contacted OVO again today to raise a complaint regarding their lack of information regarding my failed installation from 29th November and the complaint advisor spoke to the RTS team who have said there is no solution as yet for "no signal areas" like mine and I will have to wait and see if a solution can be found and then they will contact me. They will not be fitting smart meters that cannot communicate in no signal areas. Complaint opened and closed, apparently it's up to the RTS team to resolve it. 

Well, so today I called OVO again as they keep sending me emails to book a smart meter appointment.  I phoned and explained that I was told they haven’t invented the equipment I need yet, so why should I be phoning when only they will know when the equipment is available?

So , turns out as I expected that the subcontractor (Michael) put on his form that he couldn’t replace meter due to the weather as it was an outdoor meter.  Yes it is outside and under a carport.  The fitter should not have told me a lie just because he didn’t want to be out in the cold or he should have said if it was unsafe due to the risk of snow blowing into the carport.  It wasn’t actually snowing, it was very cold and there was snow lying on the drive, however the meter is under a carport and the area was free of snow, ice and not wet beside the meter.

 I have his phone number so if OVO would like to take this up with his employer as this is NOT acceptable.  I have now had 2 days when I have had to stay at home waiting for a fitter ( I am not prepared to call this man an engineer).

rebooked for next week but I have little faith ………..

​@FClarke 

As you can see from my post above yours, I was on to OVO on the 30th January and after 50 minutes the reply allegedly came from the RTS team saying they have no solutions as to what's happening in no signal areas and will not be fitting smart meters that will not communicate.

This has been ongoing since my failed installation 29th November so I am absolutely not going to be switched over by June but no one is willing to own the problem. 

Complaint opened and closed within 50 minutes,  am none the wiser but by the end of February I intend to escalate these issues by any means possible. 

That’s disappointing and I’m sorry to hear that. Regardless of circumstances, I also don’t tolerate deliberately logging invalid reasons for not getting something done - especially if it’s just to cover up the “I can’t be bothered because I’m feeling lazy” excuse.

I will flag this with the Forum Moderators so please bear with me. Feel free to keep hold of that phone number for now or dispose of it as you see fit you want, just as long as you don’t post it on the Forum!

So have had another more thorough engineer visit. He confirmed that the meters cannot be replaced due to not being able to access the wiring and needing some device that has not been designed yet.  He didn’t suggest it was an issue with signal.  He took photos and logged the issue but I’m still getting letters and texts from OVO saying I must book a meter fitting!  I wish OVO had some joint up working between departments!

​@FClarke I too kept getting texts and emails after my failed installation and when I contacted them they removed me from their mailing list. After my last conversation with them there wasn't a cure for no signal areas but they were working on the issues and would contact me as and when something was available. It's not a great scenario for me and others like me but there is no option but to wait and see unfortunately, hopefully something comes up sooner rather than later. 

I am totally aware of the radio tele switch turn off… I have been following it for the last few years. I even tried to get a smart metre installed a couple of years ago but there was no such option for my configuration (there is now).

I decided to go ahead with it in January but it could not be done because my fuse boxes are too close to the metre needing replaced. I have raised it with the council but cannot do anything until they do the work.

2 months ago OVO tried to phone me to chase me up. I phoned them back explained the situation and asked them to put a note on my account. However, I am still getting communications trying to make me arrange another installation date.

What do I have to do to make them understand I am aware of the situation but my hands are tied until the council do the work (I chased them up last week and am planning on doing the same next week).

Thanks

Heads they lose, tails they lose?

You are complaining about OVO being concerned that you need to have works done before your meter can be changed.

However if OVO weren't following that up, and chasing you to get the work done, then would you be complaining about that?
Maybe not now, but no doubt if you haven't got this sorted by the time RTS switches off (or fails which is possible)you would shout that OVO hadn't followed up and made you aware how important it was.

Suppliers (not just OVO) have to make sure that those affected by the RTS shutdown are aware of how important it is to get their meters swapped out before the  RTS shuts down.

If that means annoying a few people who do realise how important it is then I'm afraid that's the cost of making sure that everyone knows.

OVO are nagging you to remind you that you need to be nagging your council/landlord/factor if works need doing before the meter can be swapped out.

Personally in your situation I would be on to the council frequently and putting a rocket under them to get the work done. It may be time to start nagging them more than weekly.
(And possibly I’d be making my own plans to get the Consumer Unit moved privately, at my cost if necessary).

All I am suggesting is that the computer systems should have the facility to note that a customer is dealing with the issue.M

Normally, OVO would be able to suppress this stuff with a few clicks. However, the suppression is bypassed for “critical” matters of which you’ve triggered two at once. Simply switching the comms off for those would allow someone to bury their head in the sand, so arguably OVO hasn’t really got a choice I’m afraid.

Hey ​@Wheels496 

Sorry to hear about this.

It’s a trick one and I’m glad a couple of our volunteers have already stopped by with some really helpful advice here.

If work does need to be completed before the meter is replaced then we’d suggest that is done as soon as possible. If it needs to be completed by a third party like housing association or council then that’s out with OVO’s power of reach and you’d need to get that arranged.

You’re not alone in, there are others in slightly similar situations whereby work must be completed before an exchange can take place. I’ve linked to a similar topic, although for a different reason, they too still receive the emails to remind them. 

As the others have mentioned, we’d rather not lose touch with these customers while we’re working on this. I’m sorry for any inconvenience it may be causing but we cannot have these stopped.

I am totally in agreement with Wheels 496 about OVO’s lack of ability to stop the constant emails and letters when they know the situation. Clearly Nukcad doesn’t deal with housing when he thinks it’s that easy to get them to move a meter.  I actually think this is important enough for OVO to be lobbying Local Authority and Housing association landlords.  I think he might also find that local authority housing departments will not allow tenants to alter electricity meters/consumer units so Wheels 496 may well have his hands tied. 
I also have struggled to get OVO to stop sending me these letters and texts when it is their lack of technology to sort the issue in my house and half the street I live in!  After 2 failed visits by engineers (contracter and OVO) and yet more phone calls they have now stopped.  Clearly it is not possible by this late stage to complete this work by June.  I even wonder if they are going to succeed by September which I’ve been told by both engineers that the deadline has been extended too for difficult areas. Perhaps SSEN need to be involved in helping to sort this out??   Whilst waiting for OVO to come up with a solution there is a worrying silence though…….  
A few ‘were still working to solve your setup issue’ communications would not be amiss!

Not trying to be awkward just highlight the uneasy situation people are in

Hi ​@FClarke and ​@Wheels496,

I really can appreciate your frustration, both with the uncertainty over when the correct work will be carried out before the RTS shut down, and the repeated comms sent to you by OVO.

We’ve got a lot of teams working solely on fixing the issues that are stopping RTS meter replacement appointments, and we’ll update the Forum when we’ve got any new news. These back office teams are working together with other third parties in the Industry to get all issues fixed in time for the shut down. You’ll also be contacted when a fix for your personal situations is in place. 

As for the repeated comms sent to you, you could try following ​@janie’s advice and asking our Support Team if they can stop any of them:

@FClarke I too kept getting texts and emails after my failed installation and when I contacted them they removed me from their mailing list. After my last conversation with them there wasn't a cure for no signal areas but they were working on the issues and would contact me as and when something was available. It's not a great scenario for me and others like me but there is no option but to wait and see unfortunately, hopefully something comes up sooner rather than later. 

We appreciate everyone’s patience with this - I can assure you that our RTS teams are doing everything they can to get all issues resolved as quickly as possible.

​@FClarke ​@Wheels496 ​@Ben_OVO 

Hi everyone, just to say it worked for me apart from 1 rogue email that got through, however I did receive an out of the blue phone call from ovo 2 days ago updating me that although they were working on solutions for no signal areas they weren't in my area yet......not much of an update I agree but it was reassuring to know I am still on their problem list and haven't been forgotten about.

The number started with 0345 and flashed up as spam on my phone so I nearly didn't answer it, I would imagine maybe a lot of people may be ignoring these calls.