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Gas smart meter couldn't be fitted as engineer needed different parts - why?


OVO contacted me a while back saying they were installing smart meters in my area. The engineer turned up on the due date and fitted a new electricity meter, but said the pipes to the old gas meter were larger than normal and he didn't have the right size with him, but that he or someone would return to finish the job. That's the last I've heard of it, about 6 weeks ago.

I can't see any way of contacting OVO about specific problems like this.
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Best answer by Tim_OVO 11 June 2017, 17:18

OVO contacted me a while back saying they were installing smart meters in my area. The engineer turned up on the due date and fitted a new electricity meter, but said the pipes to the old gas meter were larger than normal and he didn't have the right size with him, but that he or someone would return to finish the job. That's the last I've heard of it, about 6 weeks ago.

I can't see any way of contacting OVO about specific problems like this.

 


Hi @John45

There's a few possible reasons for this delay, and for the gas meter not being fitted in the first place. At our end, we can book you in for a gas smart meter appointment provided there is an engineer in your area. But it's worth us looking at the engineer notes first to double check what the issue was the first time round. For us to do this, we'll need some details. Send over a PM/DM via Facebook or Twitter for us to help.

By the way, I've edited this topic in case other users are waiting on their gas smart fitting and need help knowing what to do.

Thanks,
Tim

Updated 06/05/2020

 

 

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11 replies

Userlevel 6
Badge +4
Hi @John45 welcome to the forum and thank you for posting.

It sounds like your job is sat on the system awaiting a human to notice it needs auctioning. If you'd like to send @Emily_OVO a private message with your OVO account number, full name & address & date of birth - Emily can look into this and advise you accordingly.

Hope this helps
Userlevel 7
Badge +2

OVO contacted me a while back saying they were installing smart meters in my area. The engineer turned up on the due date and fitted a new electricity meter, but said the pipes to the old gas meter were larger than normal and he didn't have the right size with him, but that he or someone would return to finish the job. That's the last I've heard of it, about 6 weeks ago.

I can't see any way of contacting OVO about specific problems like this.

 


Hi @John45

There's a few possible reasons for this delay, and for the gas meter not being fitted in the first place. At our end, we can book you in for a gas smart meter appointment provided there is an engineer in your area. But it's worth us looking at the engineer notes first to double check what the issue was the first time round. For us to do this, we'll need some details. Send over a PM/DM via Facebook or Twitter for us to help.

By the way, I've edited this topic in case other users are waiting on their gas smart fitting and need help knowing what to do.

Thanks,
Tim

Updated 06/05/2020

 

 

Hi there
Guys from SMS partner showed up to fit Smart meters. Informed my wife they could not.

For the gas meter they needed the assistance of British Gas. Other meter they can deal with. Not fitted anything at this point.

They would organise this.

That was couple of weeks back. Not heard anything.

How long does this process take ?
Userlevel 7
Badge +2
Guys from SMS partner showed up to fit Smart meters. Informed my wife they could not. For the gas meter they needed the assistance of British Gas. Other meter they can deal with. Not fitted anything at this point. They would organise this...... How long does this process take ?

Hi @Oraclegeek

It sounds like you're on an ad hoc list for an engineer to contact you when free and near you. I'm not sure of the specifics of the issue the first time round though. As it advised in the 'best answer', it might be best to reach out to the social team so they can have a look at the account notes.

Come back and let us know what the deal is please! :$

Tim
At the end of last year I applied to change over to Smart meters , the installation lady duly turned up and changed over my electric meter but was unable to change over my Gas due to gas pipe connection issues , the system thinks I'm fully smart metered so can't raise a request for the gas meter , how can do I get it sorted out so that I'm fully smarted metered please .
Any advise gratefully received as it's a pain at the moment .
Userlevel 6
Badge +4
At the end of last year I applied to change over to Smart meters , the installation lady duly turned up and changed over my electric meter but was unable to change over my Gas due to gas pipe connection issues , the system thinks I'm fully smart metered so can't raise a request for the gas meter , how can do I get it sorted out so that I'm fully smarted metered please .
Any advise gratefully received as it's a pain at the moment .


Hi @davidwoodhouse,

I've moved your post here where you should be able to get the info you need!

Nancy

Could  only get electric meter swapped as access around where gas meter is situated needed enlarging, I did mention this on on booking form, I have removed cupboard and would like to book another installation as advised by engineers. Problem is site is saying installation complete, can  you help please.

Userlevel 5

Hey @Derbyshirelad,

 

You won’t be able to book a gas only smart meter exchange online, this is something you’ll need to call the team about. They’re available on 0330 303 5063 Monday-Friday 8am-6pm.

Had installer in a couple of days ago to install both electric and gas smart meters, the electric one was installed without too many issues (apart from pairing with the IHD which failed because it was a unit that had previous been used and was still registered).

However when it came to the gas meter the installer was unable to install because of the type of bracket fitted to the box. It was riveted to the box and so had no adjustment. To complicate matters the gas fitting on the outlet had beed somewhat bodged by a gas central heating installer some time ago when a new gas boiler was installed. Due to the riveted nature of the bracket  and the lack of adjustment the installation was declined.

I was told to contact Southern Gas Network (SGN) to get the bracket issue resolved, however as they quite rightly pointed out they have no responsibility for anything to do with the gas meter, that is now firmly with the gas supplier.

So with the OVO installer refusing to work on a riveted bracket installation and SGN being unable to work on it, does that mean I can never have a smart gas meter installed?

Userlevel 6
Badge +4

Hi @Fuzzyduck,

I’ve moved your post over here where users have been discussing similar issues.

I’m not sure about the specifics surrounded the type of bracket needed, however @Transparent might be able to help advise!

Cheers

Userlevel 7
Badge +3

Do you feel able to take a photo of the box/bracket and post it here @Fuzzyduck.

The outlet pipe from a meter can be worked on by a Gas Safe registered installer.

And the box itself can be fitted by a builder! So depending on what the arrangement is, you may not need OVO or SGN to be involved.

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