I've recently just had smart meters installed and have questions about my Tariff and Standing Charges

17 weeks and two meters so don’t hold your breath,OVO are incompetent at best,pushed from puller to post and excuses at every phone call,case escalated to meter team again,another ten day wait with no communication.

Hi @Pilgrim2,

I’m sorry to hear this.

It may be due to the system not being fully updated yet. It can take up to 6 weeks after a new smart meter is fitted for everything to be updated.

It may be worth contacting the Support team so they can look into your account for you. Please let us know how you get on with contacting the team.

Hi @Codeye,

This is not great to hear and I’m sorry you’ve experienced this.

Did you have an escalated complaint? Were you given a case number for this? If so, you should be assigned a case handler who’d be looking into this for you.

Here’s a link to our complaints procedure:

https://www.ovoenergy.com/feedback

Hope this helps.

I sent an email to customer service who emailed me back

I have Not had an escalation case number I only read what email  the customer care team sent me this morning  Who said they looked into the account  Obviously I have no idea if anyone has or just someone in customer care just sending their own email answer without investigating the account 

Regard the plan date online  I was told it was a clerical error but on logging online this error still has not been changed

Regarding the tariff and standing charge apparently the higher rates now showing on my IHD and smart meter now includes VAT @ 5 percent. I assumed  this would be shown under the plan ( incidentally for about a week after smart meter fitted I had a smaller tariff and standing charge) which has now been all increased so ? Why now does displays apparently show increase with VAT yet previous it didn’t ( doesn’t make sense) to me

i was also told that the online account is supposed to be closed the day after the smart meter fitted yet the standing charge online is still increasing daily Yet they tell me  I won’t be charged for Two daily standing charges   Can’t say I trust ovo energy at this point  My current billing ends on the 8 th November and I can’t imagine what bill they will come up with more so as I’m pensioner and need to know what my plan is without any errors 

Four months with no working meter  and now been billed for three months at full rate,no off peak at all,OVO are in breech of the Economy 10 tariff that I am supposed to be on through their own incompetence. *edited by moderator*

Hey @Codeye 

I’m really sorry to hear about this. 

Have you had any update on your case? Do you know if it’s been a communication issue with the meter? If so, the bills will likely be based on estimated readings, unless you’ve submitted them along the way if it is a communication issue. It’s difficult to tell what the issue has been here so I’m really sorry you’re still dealing with this, any more information may be helpful and we may be able to help with suggestions on recommendations.