Can OVO install a meter for a new gas connection?

Hey @Hazmac,

I’m sorry to hear this,

I’m surprised OVO are connected to the MPRN. I’ve just asked about this internally, I’m going to try and get some clarity on this for you. 

OVO say they are not able to fit a gas meter for a new supply although I am a customer for electricity

The ova advisor said they do not supply meters for a new gas supply.  They said to try SSE which was my original supplier without any problem for over 30 years.

Nope, OVO can definitely do them. You can’t go back to SSE either because SSE is no longer taking anyone on. I’ve let @Tim_OVO know about this.

It is a wonder that anyone will go with ova.  It is very confusing. They do not seem to know how to run a business!

It used to be that OVO couldn’t create new supplies but things have changed since. It’s likely that the agent you spoke to wasn’t aware of the changes.

Hi @John Downey, thanks for the question. 

I’ll get the latest situation with OVO and new connections and come back to update this topic. 

Thanks,

Tim

Spoke to OVO just now and was told to go on to SSE for a new gas meter.  The number was 03450261998.  The message said they are not doing this just now and we should try another supplier.  The OVO person said they do supply new meters.

We are pensioners without heating and hot water.  Can you help Tim_OVO

@Tim_OVO just tagging 

Update on this one, @John Downey, please be advised that as of this Thursday (23rd February), you’re able to request a new connection to be created with OVO Energy by calling this number: 03450261998

Very difficult to find how to get a price from OVO to supply a new build property.

We have a date and MPAN from the local electricity network but can’t find a solution on Ovo’s website

Hey @my-new-house ,

If it’s a NEW Connection you’re after, you’ll need to speak to OVO directly on 0330 303 5063 as the online tools won’t work. They can set things up, link to the MPAN and arrange an engineer to install a meter.

Many thanks I will try that

Just want to add my voice.

A previous topic by @GrownHandbag pretty much details my problem.

We have a flat that had previously been disconnected from Gas supply. Since we moved in, we have confirmed with a visit from the distributor (Cadent) that the supply is live and suitable for reconnection. We have tried to get appointments from Ovo’s new connections team to fit a new gas meter, however appointments have now been repeatedly missed and, on the most recent occasion, they appear to not even have a record of the appointment that we have already paid for (£106)!!!

There are only so many times the GSOP £30 is worth it, especially when we have to wait another 3 to 4 months for a new appointment that’ll likely end up being missed again. The complaints procedure seemingly makes no difference.

Just hugely disappointing and worth switching away from.

Just curious… But why are you trying to reconnect the gas?

The flat is currently centrally heated with an older electric boiler which is prohibitive in terms of space and cost, and the property is in a conservation area which (along with it’s positioning) currently makes a heat pump or other heating installation impossible re. planning.

Considering we’re aiming to replace the very old electric boiler set up and piping anyway, we figured getting a combi after reconnecting gas would be far cheaper overall than a newer electric boiler, even if just for the next 10 years only. It would also save quite a sizeable amount of space in this smaller flat and, rather shockingly, hugely increase the EPC back to a position where it’ll be rentable again (under planned upcoming regulations) if we so choose.

Hey @Mattypops,

I’m really sorry to hear this,

I’ll get Forum_Support to reach out to you, please keep an eye on your private messages. 

On 22nd of May 2024 between 10:00-14:00 someone from SMSL suppose to come to install a domestic gas new connection but no one attended. I have contacted them and said that , was not booked appointment  by OVO. This was a urgent matter for my family to have gas into the house , it’s cold , i can’t cook meal for my daughter. 

I need an emergency solution and getting gas into my property . 

OVO team is not willing to understand my desperation on this matter .   

I have been booked another appointment  on the 29th of May 2024 .

I have seen that my new gas connection has been cancelled and rebook again on the same date 29/05/2024 at 08:00-12:00. 

I have been rebooked with SMSL again on the 29 May 2024 and I have called them they said that OVO haven’t booked any appointment and no engineer is schedule do come on the 29th of May 2024 as mentioned .

Members of OVO team is still misleading me with in appointment  been booked but the SMSL don’t have my information of been schedule an appointment to come. 

I don’t understand why member pf staff at OVO is doing this or you have a bad communication with your partners that is affecting your customers . 

I reaching out here for help , i need a gas into my property. I have called multiple time but nothing was resolved , now i have an appointment but is the engineer parters said that OVO did not book any appointment  

Hey @Chitanu.c 

I’m really sorry to hear about this.

Have you been back in touch with the team today to discuss this? 

Can I ask, have you had gas at the property before? Or are you having an entirely new gas line into the property?

If you had gas before and it’s just not working, the team should be able to make a same-day emergency appointment where an engineer would aim to be with you within 3 hours to get the supply back on. You can speak to the team here via webchat and do this, or contact our social media team on Facebook or Twitter. There’s also a helpful guide here on what to do in an emergency and if you’re off supply.

If this is for a completely new gas connection, this won’t be done as an emergency, and appointments for the meter will need to directly follow the new connection appointment, otherwise the other won’t be able to go ahead. I’ve linked below to a helpful topic on new gas connections that explains the process of this and why it won’t be an emergency:

Let us know how you get on.

Hi , 

I have an appointment booked for Domestic New Connection Gas , on 29th of May 2024 with an engineer from SMSL. 

I have contacted them to confirm and they said that my account in their system is redacted and can’t have a full access of my account . 
OVO  needs to send over again my data to SMAL , to have full access. 


This is an emergency matter , I don’t  have gas , hot water and I can’t cook . 

Can someone from OVO  resend my full data to SMSL again to have a full access of the data . 
i don’t want to end up again with no one to come on the day OVO booking appointment . 

 

Hi @Chitanu.c ,

I’m really sorry but we can’t arrange that from here as Forum Volunteers such as myself have no access to your account, nor to internal systems.

I will, however, flag this for Moderator attention immediately after this reply is posted. Please wait for an update.

Hey @Chitanu.c, 

I’m sorry to hear that you’re still waiting for an appointment. 

My colleague @Abby_OVO provided a lot of useful information on how to resolve this. Did you manage to speak with the team to make them aware that you currently don’t have a supply? They could check if there are any sooner appointments for you. As we don’t have access to accounts here, we’re limited in how we can help with this, but please keep us updated on your progress. 

Hi , 

Thank you for your reply . This is domestic new gas connection , never had a meter before. 
I had an appointment booked on the 22nd May but no one came. They put me in a difficult situation currently.  
OVO booked another appointment on the 29th of May with SMSL . I have contact SMSL and said that no engineer it’s being sign  at my address. 
 In OVO system is saying that the appointment is showing as booked. SMSL saying that they have not appointment booked at my property. 
I don’t have the certitude that some will come on 29th of May. 
 I need this Wednesday appointment to go forward.  
 

Hey @Chitanu.c 

If it’s a new connection, then it won’t be an emergency appointment.

I linked previously to a guide just in case it was a new connection, and that topic explains the full process of a new gas connection, the steps you need to take and the appointments you need to make. 

I’ve linked below to it again so you can make sure to follow that new connection guide: 

By the sounds of things, it does sound like the team have booked a new connections appointment with the appropriate team, we can’t see the details of an appointment on the Forum as we don’t have access to accounts, but if you’re still worried or unsure about the appointment, please do contact the Support Team who’ll be happy to confirm the appointment details with you.

I am working on behalf of a developer and they have requested i use OVO as their preferred supplier.

I have all of the MPAN numbers etc, i just want to register them with OVO but cant find anything on their website and have spoken with the customer care team and they apparently don't how how to do it.

if anyone could point me at somewhere i would be truly grateful.