Skip to main content
T
Rank 1
tobyj
Rank 1
December 7, 2021
Solved

Can OVO install a meter for a new gas connection?

  • December 7, 2021
  • 59 replies
  • 7893 views

We have a new gas connection being fitted soon and want to get Ovo to supply gas (we have Electricity already).  Called to try and arrange fitting a new meter but there seems to be no process for this.  How can I do this? 

    Best answer by Blastoise186

    Updated on 17/08/26 by Abby_OVO

    Hey @HHMB,

     

    Good news! OVO is now able to do this for you. If you call the team on 0330 303 5063, they can get you set up. I’ve copied the below from another thread for you.

     

    Is a new connection needed?

     

    If you have a supply number already (MPAN for electricity, MPAN for gas) and a meter attached, you already have a new connection and you can switch via the normal way online (when available).
     

    Are you a domestic customer?

    • Are you a domestic customer who will be living at the property
      • If no: we can only offer a new connection to domestic customers who'll be living at the property. 
      • If yes: continue to the next section below

     

    Request a new connection

    1. We’ll need to have a check that you have the supporting infrastructure in place (as we'll only be joining the meter to the connections):
      • Electricity: cabling from the mains should already be on site
      • Gas: pipework from the gas main in the street should be on site
    2. If the main connections are available, our Support team can request a new connection from our operations team.

     

    What you should know

    • We'll complete a few checks and confirm the date for an engineer visit
      • Please look out for this and contact us if the date isn't suitable
    • If we arrive and can't complete the new connection, we'll let you know why and next steps needed to resolve the issue
    • We'll install smart meters by default, and they'll be in pay monthly (credit/PAYM) setting
    • If you want a prepayment (PAYG) meter, we'll:
      • Install as pay monthly first
      • Check the meters are working correctly (this is so we don't leave you without supply at any time during the settling period)
      • Switch them to a PAYG tariff and account
      • Add any debt accrued in the PAYM setting, set at a repayment rate aligned with our current processes

     

    Need to contact OVO Support? Click the link below for our contact information:

     

    59 replies

    Blastoise186
    Super User
    Blastoise186Super UserSolved
    Super User
    August 1, 2022

    Updated on 17/08/26 by Abby_OVO

    Hey @HHMB,

     

    Good news! OVO is now able to do this for you. If you call the team on 0330 303 5063, they can get you set up. I’ve copied the below from another thread for you.

     

    Is a new connection needed?

     

    If you have a supply number already (MPAN for electricity, MPAN for gas) and a meter attached, you already have a new connection and you can switch via the normal way online (when available).
     

    Are you a domestic customer?

    • Are you a domestic customer who will be living at the property
      • If no: we can only offer a new connection to domestic customers who'll be living at the property. 
      • If yes: continue to the next section below

     

    Request a new connection

    1. We’ll need to have a check that you have the supporting infrastructure in place (as we'll only be joining the meter to the connections):
      • Electricity: cabling from the mains should already be on site
      • Gas: pipework from the gas main in the street should be on site
    2. If the main connections are available, our Support team can request a new connection from our operations team.

     

    What you should know

    • We'll complete a few checks and confirm the date for an engineer visit
      • Please look out for this and contact us if the date isn't suitable
    • If we arrive and can't complete the new connection, we'll let you know why and next steps needed to resolve the issue
    • We'll install smart meters by default, and they'll be in pay monthly (credit/PAYM) setting
    • If you want a prepayment (PAYG) meter, we'll:
      • Install as pay monthly first
      • Check the meters are working correctly (this is so we don't leave you without supply at any time during the settling period)
      • Switch them to a PAYG tariff and account
      • Add any debt accrued in the PAYM setting, set at a repayment rate aligned with our current processes

     

    Need to contact OVO Support? Click the link below for our contact information:

     

    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!
    V
    Newcomer
    Vsteele8
    Newcomer
    October 4, 2022

    Been trying to get in touch with the new connections team for over a week now because my mother was due a meter install and no one showed up. It’s getting cold and she’s vulnerable so it’s becoming very urgent! 

     

    If anyone has a way of reaching the new connections team please can you advise?

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    October 5, 2022

    Hey @Vsteele8,

     

    Sorry to hear no one turned up for the appointment, that must be a frustrating situation for your mother.

     

    If your mother calls Support they can send someone to attach a meter to the new connection. You can call with her, but unless you are named as financially liable on the account we will need to speak with her directly. 

     

    If they are able to book in an emergency appointment an engineer can be round within the next 3-4 hours. 

    Renewable Energy? Big Fan.
      N
      Newcomer
      Nandi
      Newcomer
      October 5, 2022

      At a new build property I am in the process of receiving a supply, the lady on the phone said " your gas will be free until we connect you". What I need is this confirmation that it was SSE protocol to receive this, and not a unique offer to myself. Can anyone confirm this offer of free gas until connection is from the training given to staff to offer to new customers. 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      October 5, 2022

      Actually, you won’t get any gas at all until the supply is fully set up.

      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!
      N
      Newcomer
      Nandi
      Newcomer
      October 5, 2022

      Nope. New build has gas and we've been using it since we moved in last April. As I said the lady from SSE said on the phone it would be free until they set up the new account. What I need to prove is that what she said is from their training protocol rolled out to new customers.

      J
      Newcomer
      jacob_mc
      Newcomer
      October 15, 2022

      Hi @Emmanuelle_OVO ,

       

      Similar to above, I was due to have my new gas meter fitted weeks ago but the engineer never showed up. I have been in endless phone calls with the new installation team but they won’t give me a new date for the meter installation. I have had to delay the boiler installation because of this and now it is starting to get very cold. When I contact the new installation team now they say the team has been closed! Above you say an emergency meter can be fitted in 3-4 hours. Who do I call to get this sorted?

      Tim_OVO
      OVO Staff
      Tim_OVO
      OVO Forum Legend
      October 17, 2022

      Hi @jacob_mc - very sorry to hear of the difficulties you’ve had since the missed appointment. 

       

      To arrange the new appointment and to make sure you’re compensated for the failed appointment where you weren’t given at least 24 hours notice, call our Support team directly: 0330 303 5063. Thanks for bearing with us during this very busy time. 

      Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
        V
        Newcomer
        Vsteele8
        Newcomer
        October 24, 2022

        Hey @Vsteele8,

         

        Sorry to hear no one turned up for the appointment, that must be a frustrating situation for your mother.

         

        If your mother calls Support they can send someone to attach a meter to the new connection. You can call with her, but unless you are named as financially liable on the account we will need to speak with her directly. 

         

        If they are able to book in an emergency appointment an engineer can be round within the next 3-4 hours. 

        Hi, what is the phone number for the support line? I’ve just been on hold for half an hour, then I got put through to new connections and was told (by SSE) that they’re not doing new connections due to some sort of company migration. What is the correct phone number for new connections?

         

        I just need a meter installed ASAP. The emergency section of the ‘support’ part of the website just talks about gas leaks. 

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        October 24, 2022

        It’s 0330 303 5063.

        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!
        Show more replies
        Terms & ConditionsAccessibility statement

        OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

        OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

        OVO (S) Gas Limited is part of OVO Group Ltd