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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:

Show previous replies

H

Heatherd

Newcomer

We have a new gas connection being fitted soon and want to get SSE/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?

You call OVO and ask if you can have a new gas smart meter. They should happily change over your meter so long as new meter fits in the existing box. They so love pushing smart meters. However, depending on where you live they may not be able to fit a medium pressure smart meter for you. IT DOES NOT FIT in most boxes. You cannot change the box without getting OVO engineer to remove old meter AND fit a new box. Nothing happens on the same day.

Blastoise186

Super User

Most properties don’t need a medium pressure meter anyway. U6 gas meters work fine for well over 90% of domestic properties in the UK. Only a handful actually need a U16.

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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

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.

I spoke to someone at Ovo 2 weeks ago who assured me that I could get a gas meter fitted and they gave me a provisional date of 1st feb and said someone would be in touch to confirm. Having heard nothing I phoned this morning to be told there is no record of me having phoned and that I would have to speak to SSE. I refused - SSE have never provided me with gas and it’s nothing to do with them and it’s Ovo’s details that are registered against the MPRN number and I would like a gas meter fitted. The gentleman on the phone told me that ovo are not fitting gas meters presently and I would have to contact sse. At this point I asked if there was a number I could call to complain. He popped me on hold- for 10 minutes. He then came back to me and assured me that he was speaking to ‘resolutions’ to get this sorted. I was then on hold for approx 30 mins with him popping back on every so often to say thanks for waiting, I’m trying to sort this. 45 minutes into the call he asked me my name, how long I’ve lived at the property and when I got the gas supply put in. Just as the call time hit 1 hour he came back on and said I’ve to phone back on Monday because from Monday they will be issuing appointments for installations of new gas meters (miraculous timing). Then he hung up before I could say anything else. I’m so frustrated I could cry, I’ve spent hours on the phone trying to get this resolved and it seems like no one is able to help me. I don’t know where to go from here because I don’t know if I can face going through all of this again on Monday. I honestly thought that getting a gas supply put into my 1970s ex council house would be beneficial but instead it’s been hours of stress and phone calls and I’ve spent thousands on a new boiler and heating system that can’t be installed until I get a gas meter. Is there some sort of magic phrase or password that I need to get ovo to either come and fit a gas meter or remove their details from my MPRN on the database so that I can get someone else to provide a meter?!
Sorry for ranting but I just want this resolved, I have already purchased a boiler and heating system (at great expense) which is useless until I can get a meter fitted.

Blastoise186

Super User

Hi,

Only the active supplier can install a meter. Have you tried to escalate this via https://ovoenergy.com/feedback by any chance? I will also inform @Emmanuelle_OVO

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H

Hazmac

Newcomer

Thanks for your reply. Unfortunately the number you gave me is simply a recorded message telling me to contact ovo to register my interest as they are not currently making appointments for gas meters, or alternatively to get another supplier to provide a gas meter. I spoke to British Gas regarding this and they advised that since ovo is attached to the MPRN they are unable to do this unless ovo removes their details against my MPRN on the database. I phoned ovo to enquire how to remove ovos details from my MPRN but was told to contact sse - I did this and they told me that they have nothing to do with it and to contact ovo. I’m at a loss now- any advice?

Emmanuelle_OVO

Retired Moderator

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.

Renewable Energy? Big Fan.

J

John Downey

Newcomer

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

J

John Downey

Newcomer

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.

Blastoise186

Super User

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.

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J

John Downey

Newcomer

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!

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