How to book a smart meter appointment on your online account or OVO app

  • 28 September 2021
  • 2 replies
How to book a smart meter appointment on your online account or OVO app
Userlevel 7

Updated on 14/04/22 by Jess_OVO


Still having to submit your traditional meter readings every month? There’s an easier way to make sure your account is up-to-date.


You may have heard, smart meters are pretty smart. Not only do they send us your readings automatically, they’re also a vital tool helping us de-carbonise the energy grid on our journey to Plan Zero.


So how can you go about getting one installed?


The easiest way to get the upgrade booked is by logging in to your online account or OVO app (download for Android or iOS). If there’s appointments available in your area, you’ll see this message on your Homepage.


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Interested in arranging an engineer’s visit? Click ‘Book Now’ to access our online booking form.


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This online booking form asks a couple of details about your home and current meter setup, enter these detail and click ‘Next’ to see the possible appointment slots currently available.


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It’s worth bearing in mind when you pick a time and date - you’ll need to ensure that you (or someone over the age of 18) will be around for the duration of this time slot. Once the engineer arrives it’ll take around 45 minutes to install each meter.


Once you’ve chosen the best appointment slot for you, you’ll then need to confirm your contact details and the contact details of whoever will be at home to greet the engineer (if this isn’t you). We’ll then send you an email to confirm your booking. You’ll also see a confirmation message on the Homepage of your online account.


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Had a change of plan? You can cancel or rearrange your appointment (with at least 24 hours notice) by clicking ‘Manage booking’. If your booking’s within the next 24 hours, reach out to our Support Team who’ll be able to get the upcoming booking rescheduled.


Once the new meters have been fitted you might notice a pause to your billing whilst we get the meter details updated. Within 6 weeks of the install date you should see the new meter details by clicking on the ‘Meter Readings’ page.


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Been over 6 weeks and your meter details are still not updated? Reach out to our Support Team who’ll be able to take a look into this for you.


Once the details are updated you’ll be able to start viewing your smart meter usage data via the ‘Usage’ pages and your live billing will resume using your new accurate smart meter readings.


Welcome to your new much smarter online account!


OVO member but not got a smart meter yet? - Book today!


Interested but not yet an OVO member? - Check out our plans!


2 replies

Sounds so easy doesn’t it? I’ve found it a complete nightmare! 

A fitter came to install my smart meters on 25th February last year. He said he couldn’t connect it up to the servers as they were down, so somebody would have t come back to do it in a few days. I’ve heard nothing till December despite having contacted OVO several times only t get the run around: Nobody able to give any information about what was going on, and nobody coming back to me despite the old tosh about complaints procedure where they say things like they will do everything they can to resolve complaints, that if  the  problem  can’t  be  resolved,  the case  will  be  passed  to  their  Escalated  Complaints Team, and that one of  their  experienced  complaints  team  will  be  in  touch  within  5  working  days.

Eventually when I phoned ilast month a lady AT LAST took some action and managed to make appointment for somebody to call round today between 12 and 4. I won’t ask you to guess whether anybody actually turned up, but suffice to say that I wouldn’t been writing this if I hadn’t been waiting at home all day to no avail. 


Userlevel 7

I’m really sorry to hear your smart meter journey hasn’t been a smooth one, @JLHG.


Sounds like the engineer who originally installed your smart meter wasn’t able to commission it, meaning that whilst the meter is still able to clock your usage it would not yet be able to send your readings over to us automatically, meaning you’d have to continue taking these readings and submitting them manually, much like with a traditional meter. I really appreciate the frustration this would’ve caused, particularly given the wait for another appointment and the failure of this scheduled engineer visit.


In cases where a scheduled appointment is missed without giving you at least 24 hours notice you’re eligible for a £30 compensation payment, so I’d advise contacting our Support Team who can investigate why the engineer didn’t attend and advise on the next available appointment slot. Of course if you’re not happy with the extended wait to get your smart meter fully operational, our complaints procedure would be the best point of call to discuss a fair resolution to any shortfalls in service which might have occurred.


I’m hoping the team are able to put things right for you. :thumbsup: