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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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M

Mattypops

Newcomer

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.

Emmanuelle_OVO

Retired Moderator

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.

Renewable Energy? Big Fan.

C

Chitanu.c

Rank 1

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

Abby_OVO

Community Manager

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.

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C

Chitanu.c

Rank 1

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 .

Blastoise186

Super User

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.

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!

Chris_OVO

Community Manager

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.

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:

Renewable energy jokes never get old.

C

Chitanu.c

Rank 1

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.

Abby_OVO

Community Manager

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.

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L

LJ2024

Newcomer

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.

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