Has anyone else been experiencing difficulties getting a 3 phase meter installed via OVO?
We paid for one in July, no one turned up to install it a week ago, no reason or excuse given. Phone calls to OVO are hopeless, the operators don’t even know what 3 phase means.
Does anyone have a solution, or experience they can share so we can get 3 phase meter connected?
I don't know what a 3 phase meter is either?
I had a free one back in the days of SWALEC, which was reliable for both Electric and Gas. Now I have to send my Gas readings once a month as don't trust OVO get my gas usage from the meter anymore
Not sure what that is. My smart meter was installed by Southern Electric/gas and sends readings fine.
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Hi
I have been involved in a three phase project but got National Grid to fit in that situation.
Presumably you already have the cabling infrastructure in place?
We paid OVO for a three phase meter back in July. An installation date was organised with them for 12 September between 2 and 6, no one turned up, no one called, and there still hasn’t been any explanation provided.
The cabling is all in place, we paid our electrical company privately, they waited all afternoon of 12 September for OVO engineer to arrive. When it was obvious no one was coming our engineer reconnected a single phase supply otherwise we would be without electricity.
No one a OVO wants to take ownership or responsibility. Sending an email to SMS (Smart Meter Supply) seems the only action they will take, which is inappropriate as we don’t need or want a smart meter, just the 3 phase we’ve paid for.
The level of incompetence and ignorance within this company is beyond astonishing, but they want your money.
Sorry, I know this doesn't help anybody, but 3-phase supplies basically gives a property 3x the power (not volts, i.e. it's still 240v).
I am surprised you can still get such installations, my parents house had such a system installed in the late-60s/early-70s to power their storage heaters (as no mains gas) to which they still have today. Which means they have 3x meters and (I bet) 3x standing charges. They've been told in the past that they can't have a smart meter because of the setup.
I suspect these days you're going to need it for EV chargers, especially if your want to charge more than one car at a time.
I can understand the call centre not knowing. The last time I called, it sounded like I was talking to a child not much older than my own (sorry to be ageist(?)), I must be getting old!
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There are a few more 3 phase supplies now in residential properties, especially for those with a heat pump and EV. It is not always required but will offer a higher power capability. 3 ‘live’ cables plus a neutral are cabled rather than just 1 live and neutral.
Although 240v* can be taken from the supply for standard household equipment, 415v* is the standard level when using all phases
*240v is now harmonised as 230v +10% -6%
*415v is harmonised as 400v +10% -6%
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Hi
+5
Hi
There are two parts to this
Firstly any installation needs to be calculated alongside existing household power needs (including any EV charger) and the maximum power draw declared which will in turn show what maximum current is required for the supply. This will often stay within the band for a single phase supply of around 100 amps. The key here is maximum. While many won’t use all appliances at once, it is possible and therefore needs to be catered for.
The second part relates to larger heat pumps (for the larger property) which can often be three phase, therefore requiring a three phase supply or indeed when even more technology is added such as solar PV and battery storage. The batteries have a ‘charge from AC’ capability and so that may need to be added to the overall potential power draw.
In fact, thinking about heat pumps and their efficiencies being part of their advantage, a three phase supply is also more efficient for any higher powered appliance (Heat Pump, EV etc) taking less current than their single phase counterparts. Of course there are substantial costs involved to get three phase installed and so it is not something most do ‘just in case’.
Phone calls to OVO are hopeless, the operators don’t even know what 3 phase means.
Hi
Tim_OVO
You have our telephone number on your system, why don’t you contact us directly?
Be assured, none of your telephone operatives have 3 phase ‘learning resources’.
‘Private Messaging’ - the clue is in the name, and it isn’t a suitable communication method between a utility company and their customer.
We also note that OVO have already received significant warnings regarding their poor customer service standards.
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The public nature of the forum is the main reason for this along with it not being a direct contact route to OVO
You can find a route to private messages here
Thank you, but we would prefer a telephone call with a senior engineer, or manager to get this sorted out.
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Tim_OVO
You have our telephone number on your system, why don’t you contact us directly?
Be assured, none of your telephone operatives have 3 phase ‘learning resources’.
‘Private Messaging’ - the clue is in the name, and it isn’t a suitable communication method between a utility company and their customer.
We also note that OVO have already received significant warnings regarding their poor customer service standards.
I don't work for ovo
In case it helps
If you want to take up the offer from
https://forum.ovoenergy.com/inbox/overview
Rightly or wrongly, OVO have setup this forum primarily for customers to help each other out, rather than a customer service channel to request personalised help or call backs etc.
Phoning, webchat, and the ovo official facebook and twitter pages will give you access to an ovo agent who can access your account and untimately action.
https://www.ovoenergy.com/help#contact_us_container
https://www.facebook.com/ovoenergy
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