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I'm getting an electric vehicle (EV) charger but how to get my meter tails upgraded and a DP isolation switch fitted? Who and how much?

Forum|Forum|5 years ago
July 24, 2021
45 replies
9734 views

Hi,

I’m in the process of purchasing an EV. Before the charger install I’ve been advised to have the meter tails uprated and an isolator switch fitted before my electrician fits a new consumer unit and installs the charger.

I have been charged £264.25 for OVO to carry out the work in the meter cupboard. Thinking this seemed a bit much I did some research and came across this price list by OVO. DP isolator says £158.25 but has no mention of the meter tails. I called my DNO and they said the tails are normally updated during any work carried out by the supplier like a new meter. My smart meter was installed last year and the old tails were left in place. So my question is, why have I been charged £264 for an isolator normally costing £158 and the DNO says meter tails are normally updated during any work carried out as they are not my responsibility and down to the supplier to ensure they are safe and sized according to the demand required.

Many thanks.

Best answer by Tim_OVO

Updated on 21/01/26 by Ben_OVO

Often when an EV charger is fitted some work is required to the electricity equipment, between the main fuse (cut out) and the consumer unit (fuse box).

Let’s try and outline common upgrades needed.

Meter tails

The meter tails between the main fuse (cut out) and the meter are the responsibility of the supplier (full list of who owns what, here). These may need to be upgraded, which would be classified by OVO as a ‘Technical site survey’. Latest job prices here.

Isolation switch

Installing an isolation switch will act as a circuit breaker on the mains electrical supply, so that the installation of the EV charger can be completed safely by a private electrician. It also negates the need for a supplier to send an engineer to the property to de-energise the cut out (and re-energise afterwards) whilst the charger is being fitted. Latest job prices here.

If the fitting of the isolation switch is done at the same time and alongside another job. So actually getting an isolation switch fitted and getting the meter tails checked/upgraded, will cost the same as just getting the isolation switch fitted.

How to book

Give the Support team a call so we can make sure we discuss all aspects of the appointment. Our Support team can be contacted by phone on 0330 303 5063 between 9am to 5pm Monday to Friday.

We’ve got a similar topic which may also be helpful:

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david8Author

Rank 2

I have just checked by booking email confirmation from OVO, the only jobs listed are:

Meter Tails upgrade.

DP Isolator switch.

Tim_OVO

OVO Forum Legend

Yes @david8 based on the information I have internally, it looks like £158.25 should’ve been the correct price. However I may be missing something.

The Support team’s email address is: hello@ovoenergy.com.

If you go to the Help centre (here) and scroll down, you can get a web chat open, usually within a minute, and link them to this thread - this might save you having to explain everything. Likewise feel free to link to this thread if you prefer an email.

Keep us updated if you can! :)

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6

Blastoise186

Super User

Your wish is my command, O Master of the Lamp. :rofl:

I grant you the power of Live Chat, Phone or Email. Which do you desire?

Email: hello@ovoenergy.com - it’s recommended to include a link to this forum thread and let the team know that you’ve had some help from the forum volunteers here. Mentioning our names sometimes speeds things up.

Phone: 0330 303 5063 - Lines open 8am to 6pm Monday to Friday. Sadly, my Genie Powers can’t seem to magic up a time machine though, so I can’t extend the hours.

Live Chat: Right here. My magic powers will conjure up a pink Live Chat button at the bottom of the page whenever someone’s around. I placed a few magic spells on there so that it replaces the Email Us button during those times.

Forum: I’ve already cast this magic spell that brought you here! :stuck_out_tongue:

I just wish I had a Genie Power that could detect when I’ve been ninja’d by a Moderator that spoils the joke… Ah well...

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!

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david8Author

Rank 2

Update:

OVO site works team are looking into the case.

Online chat says this should take about 3 days.

I’ll post the outcome here, even if I’m mistaken and make myself look like an idiot :)

Blastoise186

Super User

Nice. Hopefully this one gets resolved!

There’s a bit of a rule that I follow actually. Ask a question and be a fool for five minutes. Don’t ask a question and be a fool for life. It’s good advice that has served me well for years. It may be useful food for thought for you as well. Speaking of which, that Ask Me Anything event we’ve got is coming up soon. don’t worry if you can’t attend. If you’d like to ask any questions anyway, feel free to let us know and we’ll make sure you get a copy of any answers.

I think you have potential here on the forum as well. Something about you makes me think you’re enjoying the place and that’s a good thing. After all, good things happen to those who help out here...

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!

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david8Author

Rank 2

Update as promised:

OVO emailed this morning and admitted the overcharge for the meter tails and DP isolator. £106 refund is being processed. £158.25 is the correct charge as @Tim_OVO mentioned above if both jobs are done at the same time.

Thanks to @Blastoise186 @Tim_OVO @Transparent for your help.

Ovo online chat works awsome, as does the forum.

Thanks again.

Blastoise186

Super User

Nice one! Thanks for the update. :)

Depending on the refund method, it may take a few days to go through but you should see it show up somewhere eventually. If you paid by Debit/Credit Card, you’ll probably see the refund come back through the same card just like any other refund within a few days or so.

OVO is working on speeding up customer support stuff at the moment, so you’ll probably see it get even better over time. :)

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!

Jess_OVO

OVO Staff

Glad the Support Team managed to correct the over-charges, @david8.

And really great to hear such lovely feedback on our little community here. :blush:

We’re always happy to help and support those making steps on their journey to Plan Zero - do keep us updated on how the charger install goes and how you find life with an EV.

If you haven’t seen it already our EV members have given some great tips on what to consider when choosing an EV here -

Have you picked your EV model yet? :red_car:

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tony1tf

Rank 4

Hi everyone - including @Transparent

I’m just about to go down this minefield. We have gone on to the Drive tariff so we can get a replacement smart charger now I have a Tesla M3 on order. Unfortunately, ChargedEV who I have asked to fit the charger, say that the existing installation needs an isolator. AFAIK it is just new regulations - all they actually need to do is to upgrade the existing 40A breaker in the existing box which feeds to the 3.3kW charger and run a fatter cable to the new charger. But apparently all new installations need “100 amp dual-pole isolation switch and an upgrade of your meter tails 25mm”. But they don’t fit it - I have to come to OVO with a separate job request. It all seems to be much too complicated for what I thought was going to be a simple job to get me on the cheap EV charging tariff.

Tony

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david8Author

Rank 2

Hi Tony

By the sounds of it ChargedEV want one of these DP isolators so they can isolate the incoming feed to the consumer unit. OVO fitted mine last year. The only other way to isolate the feed to the consumer unit is to pull and then re-seal the 100A incomer fuse, which they are not allowed to do (i dont think) as it’s the property of the DNO. 25mm2 tales are normally fitted at the same time between the cut out (100a main fuse) and meter, and also between meter and the new DP isolator. The new meter tails (if required) between the isolator and consumer unit would need to be replaced by your own electrician as these belong to you.

David

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