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April 14, 2022
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Why has my engineers visit failed again?

  • April 14, 2022
  • 60 replies
  • 4349 views

I have had a none-functioning smart meter since November. OVO have booked three appointments to send an engineer and each time no one has shown up, despite assurances I was a priority and me having phoned a few days beforehand to check the appointment was still booked. How can I ensure one of these elusive creatures actually attends?

Best answer by Jeffus

Updated on 03/01/25 by Abby_OVO

 

There are a number of reasons an engineer appointment might fail, some circumstances may mean you’re entitled to £40 payment.

 

If the engineer failed to attend without at least 24 hours notice of a cancellation, you may be eligible for a standard £40 compensation known as Guaranteed Standards of Performance (GSOP) payment.

 

There are a number of other reasons that you may be entitled to the GSOP payment. See the following topic for more detail on this:

 

 

You may be entitled to  compensation and a further payment if they don't pay within 10 days

 

 

60 replies

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Shads_OVO
Retired Moderator
Shads_OVO
Retired Moderator
July 9, 2024

Hi @Radoslaw Kowalczyk,

 

I’m really sorry for the issues you’ve been experiencing, that’s definitely not the experience we want for our customers.

 

I’m going to have our Forum_Support team reach out to you so they can help you further with this. Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview.

 

 

R
Newcomer
Radoslaw Kowalczyk
Newcomer
July 9, 2024

Hi @Radoslaw Kowalczyk,

 

I’m really sorry for the issues you’ve been experiencing, that’s definitely not the experience we want for our customers.

 

I’m going to have our Forum_Support team reach out to you so they can help you further with this. Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview.

 

I don't know why this link is provided, since when clicked it shows that the page next to this .."page does not found"🤣🤣 shame...

 

Blastoise186
Super User
Blastoise186Super User
Super User
July 9, 2024

Try this one instead: https://forum.ovoenergy.com/inbox/overview

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Shads_OVO
    Retired Moderator
    Shads_OVO
    Retired Moderator
    July 10, 2024

    Apologies @Radoslaw Kowalczyk, the full stop at the end of the sentence would have caused the link to be invalid. Thankfully our forum volunteer Blastoise186 was able to correct this for me.

    J
    Newcomer
    Joanne1975
    Newcomer
    February 6, 2025

    A engineer was supposed to come 2 hours ago what is the latest time they will arrive 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    February 6, 2025

    Hi ​@Joanne1975 ,

    What was the engineer visit intended to do? If you can tell me a bit more, I might be able to figure it out but the details you’ve shared so far doesn’t really tell me much...

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      J
      Newcomer
      Joanne1975
      Newcomer
      February 6, 2025

      Sorry they was ment to put gas on my meter while I wait for a replacement card 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      February 6, 2025

      Thanks.

      Unfortunately, as it’s getting close to 11pm as I write this (it’s roughly 10:45pm as I type this out) I’m not sure you’ll see them tonight I’m afraid. You’ll probably want to head to bed for now and then chase up in the morning. While it might not make up for the trouble, I think you may be owed £40 compensation for the missed visit. If so, you will not be required to repay this in any way shape or form - it’d be yours to keep to use as you wish.

      I will let the Forum Moderators know about this so they can check on you in the morning.

      In the meantime, I’d suggest you call OVO Support on 0330 175 9669 or Live Chat via https://ovoenergy.com/help once it re-opens.

      You might also want to consider upgrading to Smart Meters in the future so that you don’t have this problem again - you’d be able to simply regenerate the card instantly via the app if needed.

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        J
        Newcomer
        Joanne1975
        Newcomer
        February 6, 2025

        Thank you for taking the time to respond i think it is best to call it a night and try again tomorrow 

        Chris_OVO
        Community Manager
        Chris_OVO
        Community Manager
        February 7, 2025

        Morning ​@Joanne1975, 

         

        I understand that you haven't heard from the engineer, and I apologise for the inconvenience. ​@Blastoise186 has kindly provided the link to our Emergency contact information above. Please call or message our Support Team and inform them that you had an engineer's appointment to top up your meter. They will assist you in resolving this issue as quickly as possible.

         

        Additionally, you’re entitled to a £40 GSOP (guaranteed standards of performance) payment for the missed appointment, so please make sure to mention that to the Support Team.

         

        Please keep us updated on how things go. If you have any further questions then we’re here to help! 

        Renewable energy jokes never get old.
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