Why has my engineers visit failed again?

I’m so sorry to hear you’ve been affected by multiple missed engineer visits, @Jumpfa.

As so helpfully linked by @Jeffus, there’s more information about the standard £30 compensation payment in the topic above.

Have you been in touch with the Support Team to investigate why the appointments failed to happen yet?

Thank you for your responses. I have already received two £30 GSOP payments and have been offered a third which I have declined as inadequate. I have been in contact with the support team and have logged a complaint but have received no explanation why engineers have failed to attend or why, after being assured I was a priority; having a job reference number and phoning to check they were attending, nothing happens.

I want to ensure that my fourth appointment actually happens. I don’t want endless compensation payments and assurances that it will be different next time as it is massively frustrating to waste a day waiting in and I have lost trust that OVO can actually organise an engineer.

 I’m also annoyed that having no functioning meter since November my bills are estimated and don’t reflect the fact I have turned my heating off.  Do I have to accept estimated bills if I have given OVO nearly six months to fix the problem?

I can totally understand that approach, @Jumpfa - I would usually ask our Forum_Support team to send you a private message to grab some account details, so they could look at the account to see if there’s a reason these failed appointments keep happening. 

As this is now an open complaint, that same process will be happening by the complaint handler, and we won’t step in and risk duplicating contact with you. You’ve now done everything one can expect. Let our complaint handler look into this and reach out to you in the time frame provided. Full complaints process here. 

I hope this gets resolved without any more inconvenience to you. ​​​​​​

Tim

Thanks Tim. 🤞this will soon be resolved. 

I have been on the telephone to OVO today for an hour sorting out me having no electric! I haven’t yet moved into my property so when they say they will send an engineer out in the next 3 hours and one doesn’t turn up! Fuming! I am not very well and been sat in my car for 3 ½ hours and still no engineer! Told me if I didn’t wait I would be charged £30! Where were you!! 

For this one, please get in touch with the Support Team in the morning. They can request that £30 be paid to you as an apology as well as re-book the appointment. You qualify for that as long as the engineer didn’t give at least 24 hours notice of cancellation.

https://help.ovoenergy.com or 0330 303 5063/

Hey @tlongdon,

Really sorry to hear this, has it been sorted now?

No it is not! I called this morning and they said will be there 9:30 till 12:30, I have waited in my car for the whole time for them not to turn up again! 😡I have called again and they have said I have now got to sit ion my car from 1 till 4! Absolute Joke! I have sat in my car now from 3:30 till 7:30 yesterday! I have sat in my car this morning from 9:30 till 12:30 and now expected to sit in my car until 4 o’clock! Fuming is not the word!

After numerous attempts speaking to OVO, finally managed to get a meter exchange booked, engineer didn’t show on the date in January so attempted to rebook for today, needless to say again no show. Spoke to OVO again to start a complaint process but unable to action as I rang before the time frame had elapsed, so I’ll be ringing again in the next few days and claiming my £30 compensation for the no show. Has anyone else had this problem as OVO seem unable to contact the contact the contractors doing the meter exchange to basically let me know what’s going on? I’m having to take time off work to be in during the meter exchange and really want to get this sorted ASAP.