Ovo installed our smart meter and IHD in August , 2024. We then switched suppliers and are now with E-On Next (to take advantage of SEG.) After Storm Bert caused electricity outages here our IHD started malfunctioning. We contacted E-On and they tried two remote resets that didn't work. The only solution seems to be a replacement IHD. This should be provided free-of-charge as it's still within the 12 month warranty period.
Ovo claim that E-On are responsible for providing the replacement and E-On claim that Ovo are responsible.
Anyone else reached this impasse and managed to resolve it?
Thanks Wizzywigg! (That's my post on the Ovo forum. 😌) I was hoping to resolve without making a formal complaint. I sent the excellent references given by Blastoise186 (wonder what pseudonym he uses on this forum...🤔😊) to the E-On Next support team but they didn't acknowledge them, preferring to quote the govt. website and include their own message below it:
Energy suppliers are obligated under Energy Supply Licence Conditions to maintain IHD equipment for the 12 months following installation with the occupier that received the installation. The 12 month warranty is with the installing supplier, if it can't be fixed remotely by ourselves then we would look to refer you to a trusted 3rd party company called IVIE BUD but would be a purchase by yourself.
Thank you.
I replied, making the point that my energy supplier is currently E-On Next and that it doesn't say installing supplier. I also asked for contact details of the E-On Next legal department. No reply so far.
Storm Bert was in late November 2024 so well within the 12 months warranty period.
I'd complain to both, citing the OFGEM policy particularly to OVO, and then take the complaint if necessary to the Energy Ombudsman. It will not get you a functioning IHD that quickly though.
Last edited by meldrewreborn; 2 Weeks Ago at 17:43.
Current Eon Next customer, ex EDF, Zog and Symbio. Don't think dual fuel saves money and don't like smart meters. Chronologically Gifted. If I offend let me know by private message, but I’ll continue to express my opinions nonetheless.
Hi Meldrewreborn - thanks for the initial message about the warranty period - you had me worried there for a minute! Like you I'm chronologically gifted so the speed of time seems to be increasing exponentially with each passing year. Re your comment about the time it might take to resolve this - I do belieeeve it!
"If you're happy for me to I shall raise a complaint in regards to this situation, however the outcome will still stand, the installer of the faulty equipment will need to replace the IHD, where as we can try and remotely repair this ( already requested ) or refer you to our trusted 3rd supplier of the IHD."
No name, no details, no attempt to respond to the content of my email. No point in raising a complaint because I've already been told what the outcome will be. Off to the ombudsman I guess.
As with every diverse community, there is always a mixture of opinions, knowledge as well as understanding - that’s what makes it such a great place to be! To make sure everyone gets the most out of our Community and feels good doing it, we’ve created some values below on how to be an awesome, positive member. So, take a read and then go for it!
We love having you all here in the Community and really hope you find some great advice and help from our other amazing members. As a community team, our main role here is keeping things ticking over, everyone safe and getting involved in some great conversations! We know many of you will have specific queries about your accounts and we want to keep your personal details safe so please don't post them here.
• Saying thanks goes a long way
• The community is a public website, so be careful
• Be kind, respectful and supportive
• It's a family-friendly community
• If you’re in a specific section or discussion, try to stay on topic
• One post is normally enough
• Be cool, don’t spam
We want to ensure that the community is safe and fair for everyone…
We all work hard to ensure everyone feels respected and supported while using the community, and keep that positive energy flowing. If a member or group is disrupting your experience without a genuine reason, you can report this to the community team quickly and easily by clicking the 3 dots on the post. Don’t worry about a thing, we’ll take it from there. If you get a message from the team about your behaviour, please try to work with us, as all we want to do is make this a positive place for everyone. In order to this, we have to uphold these Community Values and the Community Team has the final say.
The full Community Values can be viewed here
If you agree, please click the 'I agree' checkbox and press the 'Complete Registration' button below. If you would like to cancel the registration, click here to return to the Community homepage.
Although the administrators and moderators of E.ON Next Community will attempt to keep all objectionable messages off this site, it is impossible for us to review all messages. All messages express the views of the author, and neither the owners of E.ON Next Community, nor vBulletin Solutions Inc. (developers of vBulletin) will be held responsible for the content of any message.
By agreeing to these rules, you warrant that you will not post any messages that are obscene, vulgar,sexually-oriented, hateful, threatening, or otherwise violative of any laws.
The owners of E.ON Next Community reserve the right to remove, edit, move or close any content item for any reason.