Smets 2 fitted in a cellar not communicating

A few facts before OVO start congratulating themselves on a job well done. It is 4 years since my Smartmeter was installed at SSE’s recommendation. It didn’t work then and it doesn’t work now. By that I mean not communicating. When I was migrated to OVO I was told that I would have to start all over again with my complaint, even though OVO have owned the retail customer base of SSE for at least 2 years. I contacted the OVO forum where I did find helpful information and assistance. Having been asked to fill in an online form that promised help within 47 days!!! approx 35 days ago. Which sounds a bit more kicking the ball into the long grass to me after 4 years of being mostly ignored. Of course I may be entirely wrong and OVO may be as good as their public relations blurb. The next 10 days should tell.

Hey @Raymondo,

If within the 45 working days the meter issues aren’t fixed remotely, an engineering appointment will be arranged with you. 

Keep us posted with how you get on.

Thank you for your quick reply. I will certainly keep you posted.

My wife and I are many years retired and agreed to have a Smartmeter fitted by SSE because reading the meter where it is installed in our cellar is getting more and more difficult – and that was four years ago.

It has never communicated with the SSE or now the OVO system.

The OVO forum is very useful and certainly provided me with some information that SSE did not. But the fact is the forum seems to be operated by volunteers with the occasional OVO employee intervening to head off any bad news.

When I contacted the forum I received an answer within an hour two, which was very impressive. I was asked to fill out an online form, which would apparently lead within 47 days to me being contacted and my problem investigated and even lead to an engineers visit. The 47 days are up today, no contact, no phone call, no email. In fact, guess what, OVO seem just as unbothered as SSE about customer service and dealing with problems.

Sorry to hear that you filling in the ‘smart meter health check form’ (I assume that’s what you did) didn’t result in contact in the given time frame @Raymondo. 

You might consider using web chat here, to chase up contact. Perhaps your internal account has some notes that are helpful for you to know which the advisor can relay. Alternatively the information you sent in that form may just not have reached the team yet. But at least you’ll know it’s still in the queue. 

Tim thank you for replying but what you must realise is that I have now spent four years speaking to SSE chat lines and hanging on phone lines and sending emails. So to be told to do exactly the same really isn’t very helpful. I filled in your form and was reliably informed I would be contacted with 47 days. That has not happened. I could give you the names of at least 10 people at SSE who have apologised that I had to complain. Im sure most of them have probably been migrated to OVO themselves. What I need now is OVO to actually do something. I don’t know what about sending an experienced engineer along to take a look?

I’ll ask the Forum Support team to send you a private message, @Raymondo - perhaps they can get an update on this for you. 

@Raymondo keep an eye out here for a message

https://forum.ovoenergy.com/inbox/overview