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Single-phase and three-phase electricity supplies: How to identify your supply and request an upgrade or downgrade

Single-phase and three-phase electricity supplies: How to identify your supply and request an upgrade or downgrade
Tim_OVO
Community Manager
  • Community Manager
  • 1925 replies

Updated on 14/02/25 by Ben_OVO

 

Three-phase meters

 

Three-phase meters are used when a home's electricity use has increased significantly. This could be because you've had an extension, or you're running large appliances like solar panels or heat pumps. Likewise, if your electricity demand has decreased, you might need to change to a single-phase meter. You’ll find out in this article how to change your meter to meet the demands of your property.

 

 

How to tell if you have a three phase meter


The best way to tell if a property has a three-phase supply is by looking at the electrical fuse (sometimes called electricity supply, service head, or cut out). Typically a single-phase will have one fuse and a three-phase will have three 100 amp fuses.

 


Requesting an upgrade to a three-phase supply

 

  1. If you’re increasing the electricity demand required in your home (eg by installing multiple EV chargers or a new electric heating system) an electrician can advise whether you might need to upgrade to a three-phase supply.
  2. You’ll then need to contact your Distribution Network Operator (DNO), who’ll be able to upgrade your existing fuse to three-phase. 
  3. You can then book with us to have your meter upgraded to three-phase. It’s usually about a month until an engineer can get to you. Check out our full guide to 3 phase meter maintenance costs here.

 

Can OVO install three-phase smart meters?

 

As part of the three-phase upgrade, it’s likely that a three-phase smart meter will be installed, but we can’t guarantee it.

 

For three-phase supplies we can sometimes install an ‘SMETS2’ smart meter. If you already have a three-phase supply, we can book an exchange for you, making sure that the job is sent to a three-phase trained engineer.

 

The process for downgrading your supply to single-phase

 

  1. You’ll need an electrician to check that your existing meter can be downgraded from three-phase to single-phase. You may also need an electrician to change some wiring to your electrical units.
  2. Again, you’d need your DNO to replace your fuse to a single-phase fuse or downgrading the fuse carrier.
  3. We’ll then arrange to have the meter exchanged in a separate appointment. Our lead times tend to be about a month. As this work would also require a three-phase trained engineer, it’s booked at the same cost and with the same time frame as an upgrade. A downgrade of your supply would also mean you’d be able to get a SMETS 2 meter installed.

 

If you know you need a three-phase meter, or want to downgrade a three-phase meter to a single-phase meter, please get in touch with our Support Team. Once the appointment is booked we’ll contact you if anything changes, or if we need to reschedule.

 

Comment below! There’s plenty of energy experts here who’d love to take a look and help where we can. :slight_smile:

 

Thanks,

The OVO Team

18 replies

  • Carbon Cutter*****
  • 38 replies
  • December 14, 2022

While we are still in the middle of trying to establish a correct  assessment of an OVO customers issues, over billing , lack of transparency, failure to comply, we come to the subject of Smart Meters and an engineering overview. In a recent conversation with customer services we asked for an appointment  for an engineer to assess the present metering set up with a view to adding in Smart Meters and clarifying the accuracy of the present metering arrangements. After all the meters may be more than 60 years old. The advise given was “Get a local engineer to look it over and pay for his assessment” . That does not sound like a Three Phase review is desirable to OVO. Has anyone else encountered  a negative response to a request for an engineer to review an installation?

 


Tim_OVO
Community Manager
  • Author
  • Community Manager
  • 1925 replies
  • December 15, 2022

Hi @3Phasesupplies,

 

OVO would be able to arrange a ‘technical site survey’ for £106 as outlined in this job list: 

 

 

Perhaps it’s this cost that made the agent you spoke to suggest an electrician visit.

 

Please note that if you have a 3-phase supply, we may not be able to book in a smart meter exchange on request, as we’ve only got a small number of trained poly-phase smart meter engineers operating on a trial basis. I’ll make a note of your username and will reach out when we open up availability for these appointments nation-wide. 


  • Carbon Cutter*****
  • 38 replies
  • December 29, 2022

Tim.  Something is wholly missing in the multiple exchanges posted. I will try to be brief and to the point. We have 5 single phase meters. One three phase supply. The property HAD repeat HAD circuits that we three phase operational. These are no longer in use but the meters show CREEPAGE. We asked the agent to book an engineer to give a technical assessment of the current installation and if the meters were CREEPING. The installation is over 60 years old. Meters do fail or go wrong. We would still like an engineer booking but sometime in 2024 is not a response we appreciate. It has nothing to do with cost. It would appear to be OVO happy with the status quo and not wishing to be active in correcting known errors in account management billing and meter reading / maintenance. If i could DM you all would become clear.


Emmanuelle_OVO
Community Manager
  • Community Manager
  • 2514 replies
  • December 30, 2022

Hey @3Phasesupplies,

 

That seems like an extraordinarily long timeframe for a site survey. 

 

I’ll get Forum_Support to send you a message, please keep an eye on your private messages.


  • Carbon Cutter*****
  • 38 replies
  • December 30, 2022

Thanks


  • Carbon Cutter*
  • 2 replies
  • February 16, 2023

Booked OVO to install a new 3 phase meter, didn't show up to fit the new meter after SSEN disconnected the single phase and now without power heating or water (well pump not working. So called emergency engineer didn't turn up. How do I get in contact with an engineer? 


Jeffus
Plan Zero Hero
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  • Plan Zero Hero
  • 2572 replies
  • February 16, 2023
GuzBristow1 wrote:

Booked OVO to install a new 3 phase meter, didn't show up to fit the new meter after SSEN disconnected the single phase and now without power heating or water (well pump not working. So called emergency engineer didn't turn up. How do I get in contact with an engineer? 

@Tim_OVO @Emmanuelle_OVO 


  • Carbon Cutter*****
  • 38 replies
  • February 17, 2023

Interesting that you could book an engineer from OVO to install a 3 phase meter. I made a request some time ago was advise “Ovo don’t have enough engineers to do the installation and would advise me when they did.

 

See Tim_OVO from two months ago.

Still no word on a three phase meter installation. I was advised by Customer Services to ‘Find another supplier”


Tim_OVO
Community Manager
  • Author
  • Community Manager
  • 1925 replies
  • February 17, 2023

Hi @GuzBristow1, please see my response to this here:

 

 

@3Phasesupplies I suspect the 3 phase meter booking isn’t for a smart meter. We can book in non-smart 3 phase installs, and are in the process of scaling smart polyphase (including 3 phase) as well. 


  • Carbon Cutter*****
  • 38 replies
  • February 17, 2023

Thanks Tim_OVO

The  meters installation really does need a review. 5 single phase meters. 1 three phase supply. 5 meters to read every month and post the readings on line, every month. Either a Polyphase solution or Smart meter when available would be perfect. But of course perfect doesn’t exist.


  • Carbon Cutter*
  • 2 replies
  • February 23, 2023

I have been waiting 10 months to get a polyphase meter to replace the single phase meter I have currently.

I have been to the ombudsman, had my complaint upheld, finally got an appointment for last week. No-one turned up. I am now back to square one being told there are no available appointments. 
I am at the end of my tether and can’t wait for this work to be done - dues anyone have any idea what I can do now???


Tim_OVO
Community Manager
  • Author
  • Community Manager
  • 1925 replies
  • February 24, 2023

Hi @KStewart17 and thanks for flagging this one.

 

Sorry to hear about the missed appointment. If you weren’t given at least 24 hours notice of the appointment not going ahead, you’ll be owned compensation. If it isn’t paid promptly, it gets doubled. That’s only a silver lining, I know you would prefer a polyphase meter. 

 

We’re rolling these out at a small scale at the moment, as the volume of polyphase trained engineers is still low. But getting better. You should have a complaint handler that worked your Ombudsman case that you can contact about this. As it’s directly related to your complaint and remedy, that channel is still open to you and may help to avoid you having to chase up for an appointment. 


  • Carbon Cutter*
  • 2 replies
  • February 24, 2023

Thanks for your message I have been to the ombudsman, had my complaint upheld - but it has made no difference as in there words they don’t have control over the scheduling of appointments. Brings into question what the ombudsman is there for to be honest.


  • New Member*
  • 1 reply
  • February 2, 2025

I have made multiple attempts to get smart meters for both the gas and electric. The gas meter is apparently too small of a space, and for them to fit or even replace the current meter they have said I need to rip out the cupboard where it is within - The cupboard that has been there when they fitted the current meter in it’s place. 

Ovo have also stated that if I wanted to move the meter outside into a box this would have significant charges (also worth noting the box would be about the same size as the cupboard it is currently in) despite the gas meter being on the inside of the wall, and moving it out would be the same exact place, just on the outside of the same wall. 

They also said on multiple occasions that they would not fit a smart metre for my three phase, stating that I would have to pay thousands to redo the electrics. I’ve had multiple appointments (I would say nearing double figures) many no shows and now they have sent me an email saying that my current economy 7 meter has to be replaced due to the way it works now being disabled… Intrigued as to what they will do here given I don’t have the money to replace the electrics, but their meter will soon be non functional. 


Blastoise186
Plan Zero Hero
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  • Plan Zero Hero
  • 7986 replies
  • February 2, 2025

Hi ​@HockeySemp ,

We could do with some photos of the current meters please! That’ll help us advise you more accurately.

As for Three-Phase Electric… OVO can do them but it’s complicated. I’ll ask backstage for a status update - bear with me.


Blastoise186
Plan Zero Hero
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  • February 3, 2025

While I wait, I’ll also grab ​@Lukepeniket_OVO too since it may be a little time before he can swing by.

With that being said, it sounds like the Three-Phase job wasn’t booked properly. I’ve heard it has to be done a very specific way so you might want to try again or use https://ovoenergy.com/feedback to raise it via a complaint handler who’ll probably be able to get it done.


Chris_OVO
Community Moderator
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  • February 3, 2025

Hey ​@HockeySemp,

 

I understand your frustrations with the meter replacement process. As ​@Blastoise186 suggested, sharing photos of your meter and its location would help us provide more specific guidance.

My meters are also in a cupboard, and I've faced similar challenges with getting them replaced, so I empathise with your situation.

 

When it comes to fitting a three phase meter there are some considerations to take place before we can look at an install. 

 

 

Keep us updated on your progress! 


Chris_OVO
Community Moderator
Forum|alt.badge.img
  • Community Moderator
  • 685 replies
  • February 3, 2025

Hey ​@HockeySemp,

 

I understand your frustrations with the meter replacement process. As ​@Blastoise186 suggested, sharing photos of your meter and its location would help us provide more specific guidance.

My meters are also in a cupboard, and I've faced similar challenges with getting them replaced, so I empathise with your situation.

 

When it comes to fitting a three phase meter there are some considerations to take place before we can look at an install. 

 

 

Keep us updated on your progress! 


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