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Can OVO install a meter for a new gas connection?

Forum|Forum|4 years ago
December 7, 2021
59 replies
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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

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
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:

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Vsteele8

Newcomer

I want to use a different supplier for my new gas connection, however other companies are saying they can’t install the meter because Ovo is listed as the supplier on my account. Ovo has also told me that they aren’t doing new gas connections or meter installations.

How do I get Ovo removed from my account? Note - every time I call they say they are not my supplier but they are in fact showing as my supplier on the national database.

Blastoise186

Super User

Hey @Vsteele8 !

How long has it been since the connection was first 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!

Emmanuelle_OVO

Retired Moderator

Hey @Vsteele8,

Sorry for the issues you’re having.

If you’re already an OVO customer and on the national database this means you already have a MPRN number (supply number for gas). So should be able to switch to another supplier by signing up normally.

OVO can now take on new connections if you already have the infrastructure in place (pipework from the gas main in the street should be on site). All the energy supplier, in this case OVO would be doing is connecting the meter to the pipework.

Hope this helps.

Renewable Energy? Big Fan.

I

ianbristol

Newcomer

I had been with OVO now for a number of years for gas and electric. I had a house fire last year and both connections were destroyed, and disconnected at the road.

This year OVO have been back to install my new electric meter, which is all fine. I am now ready to get the gas meter installed.

The gas pipework has been reinstated to the property, and a white gas meter box installed on the outside of the property with the pipework leading into it, ready to install the gas meter.

However OVO have told me they are unable to install gas meters to new connections. This isn’t a new connection, it’s an existing connection that needs to be instated with a replaced gas meter. They said a “big 6” company will need to install it.

I called British gas, and they said they are unable to install a gas meter as OVO are connected to my MPRN and are my current gas supplier - they said it’s entirely within the remit of OVO to install the meter.

Now I’m in a bit of a stalemate. OVO saying they no longer install gas meters, and british gas saying they can’t install the gas meter as I’m with OVO?

Any help would be much appreciated.

Thanks

Blastoise186

Super User

Hiya!

I think I’ll ask @Tim_OVO and @Emmanuelle_OVO to stop by here. If OVO is the active supplier, it’s best to get OVO to do this as they are now capable of doing it. You just got some outdated advice by mistake.

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I

ianbristol

Newcomer

That’s great thanks, I thought that was the case.

But speaking to several different customer service reps they said OVO were not able to install a gas meter - it was only a big 6 company that could. So good to know OVO can as I want to stick with my current tarrif!

thanks

Blastoise186

Super User

No worries. OVO is now capable of doing it and the Big 6 doesn’t really exist anymore as such. The market has been shaken up so much that it’s more the Legacy Big 6 and half of them have bit the dust anyway

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Tim_OVO

OVO Forum Legend

Yep I agree, it sounds like miss-advice, @ianbristol.

OVO are now able to create new gas supplies. But also, we don’t need to as the supply already exists. The MPRN has already been created. This should be an engineer job with a cost of £106, as outlined here:

Could you start a web chat conversation with our Support team and link them directly to this topic? If you still get push back, I’ll need to get our Forum_Support team to help you and also find the agents so we can pass on feedback.

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

H

Hazmac

Newcomer

Hi all, I presently only have an active electricity supply to my house, with SSE. In October of last year SGN installed a gas supply at my house, and when I approached British Gas to install a gas meter they told me that they were unable to as OVO gas ltd had attached themselves to my MPRN number on the database. I then called OVO and asked them to install a gas meter and they told me it was SSE I need to contact. I duly did as they suggested to be told that it is OVO that I need to talk to. I’ve spent hours on the phone back and forth to both companies but am just going round in circles now, I’ve even tried the webchat facility but after waiting in a queue for the best part of an hour I was told that I’m an SSE customer and that I would have to contact them, then the advisor ended the chat. I’m mega frustrated and don’t really know where to go from here- I thought I would have a fully functioning heating system in place by now but I can’t even get a gas meter installed. Grateful for any suggestions/advice. Thanks

I

ianbristol

Newcomer

Hi all, I presently only have an active electricity supply to my house, with SSE. In October of last year SGN installed a gas supply at my house, and when I approached British Gas to install a gas meter they told me that they were unable to as OVO gas ltd had attached themselves to my MPRN number on the database. I then called OVO and asked them to install a gas meter and they told me it was SSE I need to contact. I duly did as they suggested to be told that it is OVO that I need to talk to. I’ve spent hours on the phone back and forth to both companies but am just going round in circles now, I’ve even tried the webchat facility but after waiting in a queue for the best part of an hour I was told that I’m an SSE customer and that I would have to contact them, then the advisor ended the chat. I’m mega frustrated and don’t really know where to go from here- I thought I would have a fully functioning heating system in place by now but I can’t even get a gas meter installed. Grateful for any suggestions/advice. Thanks

You have been given entirely the wrong information, I wouldn’t strongly suggest to avoid the web chat as everyone I have spoken to on there has given me incorrect advice. I wonder if they are from a different help centre.

It actually took a couple of different people on the phone, but someone you speak to will eventually book you in a gas meter installation.

I had a confirmation through today via email confirming the date and time of my new meter installation.

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