I’m off supply for my electric, no engineer turned up after booking yesterday and after calling SMSL they have no record of my appointment. what?

I’ve only just moved in so that not been my priority. I just want to be able to have a shower and eat a warm meal.

I also would like to know, if you do know. Should receive a text straight away from an engineer if they are coming out because I have no correspondence aside from speaking to customer service.

OVO uses Localz for its own engineers. That tool is amazingly good at keeping you updated not just with the fact an engineer is on the way, but where they are in real-time in the same way DPD does with deliveries.

I can’t comment on SMS - I’ve never had them visit me.

However, it’s times like this which only serve to reinforce my arguments for terminating all remaining key/card based Traditional Prepayment Meters. The dwindling supply of easily accessible replacement keys and cards combined with deepening reliability issues with the remaining units and declining support is giving me extremely serious concerns about the future of these legacy setups.

It’s something I’ll be discussing with the forum moderators more often going forwards.

If you think thats bad,ive had trouble with my payg meter(no electric),since friday 9.30, 5 engineers booked and quess what not one engineer has shown up, time to change energy suplyers and flood social media,although will call 9am this morning but dont hild much hope.terable service when you have a disabled person and an oap in your house.

Hi @Neveragain 

I’m really sorry to hear about this.

The Support Team should be booking an emergency appointment if you are off supply and without a working key? Let us know how you get on calling the team this morning and if they send someone out, booking an emergency appointment should be the right solution by the sounds of things, but do come back on here if you still face issues getting the engineer out. 

I’d also suggest having a look at being added to the Priority Services Register if you’re not already, you can register here, and find more information on the webpage on it here:https://www.ovoenergy.com/help/article/priority-services-register

Hi abby ovo,engineer came out fitted a smart meter(which i didnt want),just so electric is back on,but sms have only one record of engineer booked for yesterday and i have looged all times ,names of call handlers at ovo and times of engineer supposed times since friday, my issue now is ive spent over 7 hours on the phone ,lost freezers full of food, i feel like ive been lied to.and i want to know if you actually have records of my phone calls as i will be requesting them and transcripts under law ,the freedom of information act.and i want compensating not just the 30 pounds per call out but a good will gestrure as well.

I’m afraid GSoP Payments are fixed at £30 per missed visit. There’s no additional compensation unless it’s not paid within 10 working days - in which case you can get an additional £30.

By the way, FoIA doesn’t apply to private companies and OVO can legitimately reject a FoIA Request on that basis.

As for the Smart Meter? That’s the only option these days. Replacement stocks of spare Traditional Credit/Prepayment Meters have basically dried up and depleted to zero across all suppliers and no-one makes them anymore. The supplier owns the meter and what meter you get is at the discretion of the supplier, not the customer. Beggars can’t be choosers either, especially if you request an emergency callout in which case it really is a matter of you’ll get whatever the engineer has with them.

The only traditional ones left are exotic specialist types for extremely complicated setups that Smart Meters don’t yet support. You can only get those if you explicitly require that type of metering setup.

Obviosly you are wrong blastoise186,the engineer told me the smart meter is not the property of the energy company as you keep it when swithed over to new energy company ,he also said payg meters are still used and still available ,just that he never had one with him at the time ,so to get my supply back on he put in a smart meter.

1 suggestion is that you read up some more.

Incorrect. Per the Gas Act 1986 and the Electricity Act 1989, the meter(s) are the property of the active Supplier to the premises at any given time and that ownership is automatically transferred to the new supplier in the event of a switch. They NEVER become the property of the customer at any time.

It is also true that Traditional Credit/Prepayment Meters are no longer being manufactured and stocks are massively depleted to the levels of basically zero.

I stand by my word on both items. With nearly three years experience on this forum, this is something I’ve known for some time.

I think you may be talking about the IHD (in home display) rather than the smart meter. Any meter is the property of the energy supplier and has always been.

Last I checked, the IHD technically remains property of the supplier as well. It won’t work at any other address so if you move out, please don’t take it with you - it needs to be left for whoever moves in next.

I never said it was the property of the owner ,but you are right i  saying the energy supplyer at the time of supply ,so when i change ,the old supplyer doesnt own it as told by the engineer. With 10 years experiance.

Hey @Neveragain,

It sounds like you’ve had a really bad customer experience and I'm sorry to hear that. 

You can find out more about the GSOP process in this similar topic:

There is more information about our complaint procedure on the website.

I hope you get this resolved. 

Well, as i expected no compansation has showed for the 5 missed engeneers appointments , i have complained twice since and asked for copys of transcript telephone conversations, so much for the replys of 24 hours , lost faith in ovo and will be swithing energy companys for sure when this is sorted out.will also be telling people of the awful customer servise they give.

Hi @Neveragain 

I’m sorry to hear about this and that you’ve not received the compensation for the missed appointments.

I’ll have our Forum Support reach out to you and see if they can look into this for you. Look out for a Private Message here: 

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