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On Monday I received an email asking me to contact as soon as possible due to my smart meter not being able to be updated by ovo and would need a replacement by 31st may

 

Important: we need to replace your smart meter before 31 May

We've recently been in touch about replacing your smart meter, which needs to be updated. We haven't been able to do this remotely, so now we need to install a new meter. It's really important that you call us as soon as possible, so one of our engineers can visit at a time that's convenient for you. 

Your current meter will stop working from 31 May 2023

You won't be able to put credit on your current meter after 31 May, and your energy supply will disconnect after any remaining credit runs out. We really don't want this to happen, so please get in touch as soon as possible. 

Please call 0330 102 7404 to book your appointment.

You can call us anytime between 9am and 5pm, Monday to Friday. It won't cost you anything to replace your smart meter - we just want to keep everything running.

 

 

 

 

On Tuesday I had a almost 3 hour wait to speak to someone about an appointment, this includes a disconnect by the operator I was speaking with,

 

i missed a call yesterday but and NO voice message left.

 

Today I went on the website and spoke to 2 different operators who didn’t give a sh*t 1st operator disconnected whilst talking to them because I refused to give them my full date of birth and wasn’t happy giving this information out

Full name, address with postcode, date of birth, all handy info for identity theft 

And the 2nd was the same in the end tried to explain my meter wouldn’t work from the 31st may and would have to call an emergency number if the meter goes off, how can I call when disconnected when I can’t even get through before this date and disconnected 

Hi @Who cares ,

Live Chat might work better for this. Try https://help.ovoenergy.com as that team can also set this up for you.

You do need to give the date of birth to pass through security checks. If you don’t, then the agent can’t access and unlock the account so won’t be able to help you.

Otherwise, try 0330 175 9669.

Hi @Who cares ,

Live Chat might work better for this. Try https://help.ovoenergy.com as that team can also set this up for you.

You do need to give the date of birth to pass through security checks. If you don’t, then the agent can’t access and unlock the account so won’t be able to help you.

Otherwise, try 0330 175 9669.


 

This was over life chat and I have photos of the messages, also did give date of birth in 2nd live chat 

Also as mentioned I was over 3 hrs on the phone Tuesday and was told I would get a phone call for the engineer to fit a new meter by Wednesday and that never happened, now it’s Saturday and went through the live chat twice today and phoned several numbers most are closed because it’s a Saturday and because of bank holiday Monday, they won’t be open until then

 

I have also begun a complaint with Ofgem because of the way this has been handled 

 

Hi @Who cares ,

Live Chat might work better for this. Try https://help.ovoenergy.com as that team can also set this up for you.

You do need to give the date of birth to pass through security checks. If you don’t, then the agent can’t access and unlock the account so won’t be able to help you.

Otherwise, try 0330 175 9669.


 

This was over life chat and I have photos of the messages, also did give date of birth in 2nd live chat 

Also as mentioned I was over 3 hrs on the phone Tuesday and was told I would get a phone call for the engineer to fit a new meter by Wednesday and that never happened, now it’s Saturday and went through the live chat twice today and phoned several numbers most are closed because it’s a Saturday and because of bank holiday Monday, they won’t be open until then

 

I have also begun a complaint with Ofgem because of the way this has been handled 

 

Hi @Who cares 

Sorry to hear about that. 

In case it helps, i don't work for OVO. 

OFGEM don't deal with domestic customer complaints so you can't have begun a complaint with OFGEM.

The Energy Ombudsman handles complaints

https://www.ombudsman-services.org/sectors/energy

You first need to log an official complaint with OVO, then after 8 weeks or an earlier deadlock letter you can ask the Energy Ombudsman for help. 

https://www.ovoenergy.com/feedback

 

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