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Good afternoon, I hope you are all well.

I just wanted to ask if any of you have had a similar problem.

 

Recently, the DNO (UK Power Network) completed a power upgrade, and we now have a 200A, 130KVA CT ratio 400:5 power supply.

We were with British Gas, but they couldn’t upgrade our meter to a CT three-phase meter, so I contacted OVO to ask if they could supply the required meter.

Both the chat and phone representatives confirmed that there would be no issues and that OVO could handle it.

Although the account will be domestic, they explained that they would need to book CT work and arrange a commercial booking. This means OVO would need to appoint SMS as the MOP (Meter Operator), according to advice given by an OVO engineer.

I switched to OVO, booked the appointment, paid the £325 fee, and received the date. However, after having a bad experience with British Gas, I wanted to double-check with SMS whether OVO had booked the correct meter installation. Their reply was that OVO had booked a single-phase smart meter exchange, which was incorrect, and they canceled the appointment.

 

Reply from SMS: 

 

Good afternoon,
 
Thank you for contacting SMS.
 
Unfortunately Ovo have booked for a single phase smart meter exchange.
 
This has now been cancelled and passed back to OVO.
 
Please contact your supplier direct to discuss a further booking if required. 

 

It has now been a week, and I’m still waiting for an update. OVO opened a case/complaint , and someone has been assigned to it, but I haven’t heard anything since the appointment cancellation. There have been no further updates, and now no one seems able to confirm if I can have a CT meter installed. 

 

I’m just wondering if any of you have experienced a similar situation. I’m so disappointed and quite upset that I chose this supplier.

Do you have any advice? Can you recommend a different provider that can upgrade my meter?

 

Thank you 

 

 

 

Just to note that as a public forum you shouldn’t post anything that contains personal details - I’ve asked a forum moderator to remove those parts. 
 

A 3 phase meter would need a specialist engineer and so these are in short supply. SMS are simply a contractor company who suppliers sometimes use. 
You would need to get back in touch with customer support to see where things stand I think. 
 

Incidentally, why the need for such a supply? 

Thanks for the advice about personal info. I’ve just edited the screenshots.

 

 

Incidentally, why the need for such a supply? 

 

We have just completed a full refurbishment and added an additional basement. The property is a 9 bedroom house with two 120kW boilers, an EV charger, and a steam room, gym and cinema room. This recommendation came from the mechanical engineer

Not quite redacted everything, I can still see where you work.

Is this 3-phase supply for your own personal property, or for a client?

I don’t suppose it matters really, but it is nice to know on what basis we are taliking to someone.

This is for the client's property. I've been added to the account, and I'm authorised to deal with it and arrange the upgrade.

​@Lukepeniket_OVO @Bradley_OVO @Abby_OVO Sorry to bother you guys, but could you help with this?

No problem from me regarding that.

However it does show how just leaving a tiny snipet of information in plain view can start a way for someone to track futher. (sometimes much further if they want to spend the time).

 

PS. I had SMS install a new gas meter at my property yesterday, very efficent engineer and all done with no problem.

This does sound super frustrating ​@MattD12 - Apologies for the delay in responding.

 

In regards to your questions around the compatibility concerns you’ve mentioned in your post - ​@Lukepeniket_OVO would be the best person to answer them, rather than myself. 

 

I’ll have my moderator ​@Shads_OVO reach out and gather some details around your complaint and see what’s going on for you.

 

Thanks,

Hi ​@Bradley_OVO thank you for looking into this. 

​@Shads_OVO would you be able to update on my case? thanks 

Hi ​@MattD12, 

 

I’m really sorry to see you’re having such trouble with this.

 

I’ve sent you a private message.

We received a text case handler stating that she has received the appointment date and time for us. The booking has been confirmed for 10/12/24 from 8:00 AM to 12:00 PM for the 3PH CT Single Rate AMR (smart) Exchange 

 

 @Lukepeniket_OVO ​@Bradley_OVO Are you able to confirm if this appointment is for the correct meter for the supply we have in the property, or should I check with SMS directly? The supply we have is 3 phase 200A 130KVA CT RATIO 400:5.

Sorry for chasing so much, but we have wasted a lot of time with British Gas, and I want to avoid a similar situation this time.

Please check with SMS directly if you’re concerned ​@MattD12. Occasionally we can book an appointment correctly on our side but SMS might not have the information mirroring what we have. It would be helpful to confirm with them they have the correct job booked for the correct meter. 

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