Smart meter availability for Pay monthly


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We’ve seen quite a few of you getting in touch recently about smart meter availability in your area, so we thought we’d create a topic so you can post your thoughts and queries in the comments below!

If you’re a Pay monthly customer and you’d like to book in for a smart appointment, feel free to visit our customer booking platform here: smart.ovoenergy.com/credit.

To find out more about the perks of having a smart meter, and how they can benefit you, check out our OVO answers article here.

36 replies

Userlevel 4
I've moved your query over here, @mcabney81. Appointments are based on engineer availability, it sounds like this is quite limited in your area so appointments get booked up quite quickly.

I understand this is quite frustrating, we're always hiring and training new engineers to cover areas where there's less appointments.

The team are right, our booking platform is updated weekly however you don't need to keep checking this. The website will capture your details and our Smart team will contact you directly to book the appointment when there's one available.
Joined Ovo almost a year ago and everytime I go to book a smart meter I ALWAYS get the following message..Good news, our meters will work in your property HOWEVER we are experiencing high demand in your area. Anyone else had this constant message for almost a year?

Phoned the customer support but they were not very helpful and just said try again every monday as that's when the apps are scheduled hahahaha
Userlevel 4
Hi Thanks for the response. Who do I contact to arrange the move to the new smart meters? Can you arrange this?

Sorry we missed this, @Peter Worcester, you can arrange an appointment here.

I've had a number of calls from OvO trying to book in a smart meter installation (something which I am very keen for) but sadly it's never resulted in an appointment booking. They take my account details and run through security measures etc, but once they get to the actual booking stage they find out that there is no availability in central Bristol. They are just as shocked as I am normally.

I'm wondering if this is actually the case or if there is a specific bug with my address or something (it's a new build). Has anyone else had the same issue?

I'd really like to get a smart meter ASAP so any input is appreciated.


That does seem strange, @Joebo. In some areas we've stopped installing S1 meters so we can get S2 meters installed. It could be that we're currently unable to install S2 meters in your home due to the current meter set up.

I can't say for sure that this is the case, but we can check this for you. Send us a message on Facebook or Twitter so we can check or email hello@ovoenergy.com.
I've had a number of calls from OvO trying to book in a smart meter installation (something which I am very keen for) but sadly it's never resulted in an appointment booking. They take my account details and run through security measures etc, but once they get to the actual booking stage they find out that there is no availability in central Bristol. They are just as shocked as I am normally.

I'm wondering if this is actually the case or if there is a specific bug with my address or something (it's a new build). Has anyone else had the same issue?

I'd really like to get a smart meter ASAP so any input is appreciated.
Hi Thanks for the response. Who do I contact to arrange the move to the new smart meters? Can you arrange this?
Userlevel 5
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Hi @Peter Worcester,

I've moved your topic over here where you can find more information about how to book a smart meter exchange. It sounds like you've got old-style smart meters with which we can't communicate. If so, the process for getting them exchanged is the same as for anyone with traditional meters.

Thanks
I have been an OVO customer for over a year now and would like to know when I may expect to receive upgrades to my not so Smart Readers that were fitted in 2011? (It sometimes has its disadvantages being an early adopter.)
I signed up with Ovo 7 months ago. One of the reasons was wanting a smart meter which I requested straight away. 7 months later still waiting and zero contact regarding it. Is this usual?
Hi, how do we go about making an appointment to get a smart meter installed?
Thank you for the reply. I did some research and they are known for some under-handed practices.

Yes, I believe it's the 11th April for the first meter reading.

Hopefully the switch will be painless!
Userlevel 7
Badge +2
Hi @Gren,

I think this is just an unfortunate coincidence. Toto is another rival Energy Supplier. I suspect this installation engineer has simply gone to an incorrect address. Somewhere near you there'll be a frustrated Toto customer on the telephone demanding to know where his Smart Meter is!

OVO would definitely be contacting you in advance to arrange a meter installation date once you'd requested that it be provided.

Since you've given us your Switch-date to OVO, please note that you'll need to provide your meter readings to OVO around that date (give or take a day or two). It is the responsibility of the Receiving Supplier to handle the switch process. You don't need to contact your old Supplier.

OVO will upload your reading(s) to the National Database (ECOES) who will send a Notification to your old Supplier that it's there. They then have a narrow window of opportunity to raise any objection. Unless your reading is wildly outside their reasonable estimate, an objection is highly unlikely.

A fortnight later your old Supplier will send you your Final Bill. Check that it correctly shows the meter readings you gave to OVO before paying it.

If you need any further clarifications, please ask.
Hi.

We are new to OVO and are right in the middle of switching our energy to OVO. The switch will be completed on the 6th April.

Today we had a knock at our front door and a man from Toto Energy said he was here to install the new Smart Meter. I am suspicious by nature and told him basically sling his hook and said we're not interested.

I asked our neighbours if the man had knocked at their door and they all said No. I asked when they last switched suppliers and none have within the last 12 months.

So I have two questions.

1) Do OVO contact their customers directly when a smart meter is requested to be installed?

2) Why did Toto Energy single out our house? Did they know we are in the middle of switching suppliers? How do they know we don't have a Smart Meter already (we don't by the way, but how would they know if we have/haven't?). Is there an insider at Ovo or EON passing this information along?

Thanks.
Hey @Darvik88

I've moved your query over to an existing topic on booking a smart meter installation. Just take a look a Lucy's 'Best Answer' at the top.

Thanks,
Emily
I am having my electric meter upgraded to allow me to have a smart meter can i book an appointment to have a smart meter fitted ?
By email today I have been given a link to an OVO a smart meter check page where I can from time to time check if there is a cancellation I can take up in my area, however to link does not work can anyone give me that link please?
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I recommended that my elderly parents open an account with Ovo as they were offing smart meter installation with the accounts. Once the account was open they attempted to book the installation as instructed by an email. The we site was not functioning, they could not get past he log in stage. They tried on the phone and were told this was because Ovo were not tete the supplier and that was why they couldn't log on. the Account would become active as Ovo took over supply. On trying to book the meter insulation they were told there were no appointments were available in the area.
They received an email later asking them to book the installation, again they could to log on. I tried using my phone and discovered there were no appointments available. I tried on the phone and was told that the contractors being used by Ovo don't have enough trained staff and cannot meet the demand.
Late week they received an email asking for meter reads. Monthly meter reads form part of the contract as far as I understand. This morning I read the meters for them and tried to submit the readings on line.
The website carries the instruction that as they have smart meters, they do not have to submit readings and there are not links to enter a reading.
There are no linked to a customer service telephone number or an email address.
Why are Ovo advertising an account with benefits they cannot provide? If smart meters are so difficult to install stop advertising the account and get the website sorted out too. They would not have entered into the supply contract if they new this was going to happen.


Hi Paul,

Thanks for getting in touch via the OVO Forum about this issue. As @Mattj3135 mentioned above, he's a fellow Forum user (a super user to be more precise), and doesn't work for OVO. Just another thing, I've moved this thread to another topic on smart meter availability to keep them all in the same place.

As one of the moderators on the forum, I do have access to the systems and would be happy to look into this for you. I'll send you a PM in a minute to ask for some account info.

These smart meters are subject to availability, but it sounds like My OVO thinks your parents already have smart meters, which is why it won't let you submit a meter reading or book another appointment. This needs checking, so send over those account details when you get a chance.

Thanks,
Tim
Userlevel 6
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I am sorry but I find this reply patronising nonsense. Firstly you do have the consent on file for me to discuss my parent’s account. It should not have been difficult for you to check before making your reply.
Your reply merely admits there is a problem with out any indication of how or when you are going to resolve the issue. You have simply tried to leave the onus with customer for a problem, which should not become theirs to resolve in the first instance. To add insult to injury you also remind me of their contractual obligations regarding meter reads
As far as the reward is concerned - I rather feel I am carrying the can home for recommending Ovo


Hi @paul major thanks for posting back, just to be clear I do not work for OVO nor do I have access to any of their systems - I am simply a fellow customer helping others out by pointing them in the right direction. Sorry you feel my post is patronising I welcome all feedback to help improve the advice I give others.

As you've advised OVO have consent on file my advice at this stage would be to contact the OVO customer care team, either by phone or online (if using an online platform please include your parents full name, address and OVO account number)

My advice in relation to the priority services register may be useful as if you're parents feel they fit the criteria to join this OVO can arrange to read their meters for them obviating the need for you to do this, whilst awaiting smart meters being installed. Again as part of the priority services register OVO could relocate the meter to make it easier to access for your parents.

In a nutshell my advice would be to reach out to the lovely team at OVO who will be more than happy to help you resolve this.

Have a great weekend
Hi Paul,

Sorry to hear that you've not been able to get the smart meters fitted and that regular meter readings are required until your parents get the smart meters fitted.

I'm pleased to hear you're parents switched over to OVO on your recommendation, did you both get your refer a friend reward? Check out the forum topic on this here: https://forum.ovoenergy.com/all-about-ovo-23/refer-a-friend-reward-tell-more-109

In relation to the regular meter reads - you may find the priority services register helpful, check out the details for this here: https://www.ovoenergy.com/ovo-answers/topics/all-about-ovo/what-is-the-priority-services-register.html

In relation to the availability of smart meter installation engineers, unfortunately due to high demand, there is a wait in certain areas. If your parents have fully migrated to OVO I'd recommend a regular check in to see what availability there is in your area as It will change regularly.

When the time does come for the smart meters to be installed you and your parents may find this info useful: https://www.ovoenergy.com/ovo-answers/topics/smart-technology/smart-meters/what-do-i-need-to-do-before-my-smart-meter-installation.html

Finally, have your parents given OVO permission for you to discuss their account on their behalf? If not I would advise you to set this up if you intend to help them out as OVO won't be able to discuss the account with you without this consent on file.

I hope the above helps and please do let us know how you / your parents get on :)


I am sorry but I find this reply patronising nonsense. Firstly you do have the consent on file for me to discuss my parent’s account. It should not have been difficult for you to check before making your reply.
Your reply merely admits there is a problem with out any indication of how or when you are going to resolve the issue. You have simply tried to leave the onus with customer for a problem, which should not become theirs to resolve in the first instance. To add insult to injury you also remind me of their contractual obligations regarding meter reads
As far as the reward is concerned - I rather feel I am carrying the can home for recommending Ovo
Userlevel 6
Badge +4
I recommended that my elderly parents open an account with Ovo as they were offing smart meter installation with the accounts. Once the account was open they attempted to book the installation as instructed by an email. The we site was not functioning, they could not get past he log in stage. They tried on the phone and were told this was because Ovo were not tete the supplier and that was why they couldn't log on. the Account would become active as Ovo took over supply. On trying to book the meter insulation they were told there were no appointments were available in the area.
They received an email later asking them to book the installation, again they could to log on. I tried using my phone and discovered there were no appointments available. I tried on the phone and was told that the contractors being used by Ovo don't have enough trained staff and cannot meet the demand.
Late week they received an email asking for meter reads. Monthly meter reads form part of the contract as far as I understand. This morning I read the meters for them and tried to submit the readings on line.
The website carries the instruction that as they have smart meters, they do not have to submit readings and there are not links to enter a reading.
There are no linked to a customer service telephone number or an email address.
Why are Ovo advertising an account with benefits they cannot provide? If smart meters are so difficult to install stop advertising the account and get the website sorted out too. They would not have entered into the supply contract if they new this was going to happen.


Hi Paul,

Sorry to hear that you've not been able to get the smart meters fitted and that regular meter readings are required until your parents get the smart meters fitted.

I'm pleased to hear you're parents switched over to OVO on your recommendation, did you both get your refer a friend reward? Check out the forum topic on this here: https://forum.ovoenergy.com/all-about-ovo-23/refer-a-friend-reward-tell-more-109

In relation to the regular meter reads - you may find the priority services register helpful, check out the details for this here: https://www.ovoenergy.com/ovo-answers/topics/all-about-ovo/what-is-the-priority-services-register.html

In relation to the availability of smart meter installation engineers, unfortunately due to high demand, there is a wait in certain areas. If your parents have fully migrated to OVO I'd recommend a regular check in to see what availability there is in your area as It will change regularly.

When the time does come for the smart meters to be installed you and your parents may find this info useful: https://www.ovoenergy.com/ovo-answers/topics/smart-technology/smart-meters/what-do-i-need-to-do-before-my-smart-meter-installation.html

Finally, have your parents given OVO permission for you to discuss their account on their behalf? If not I would advise you to set this up if you intend to help them out as OVO won't be able to discuss the account with you without this consent on file.

I hope the above helps and please do let us know how you / your parents get on 🙂
I recommended that my elderly parents open an account with Ovo as they were offing smart meter installation with the accounts. Once the account was open they attempted to book the installation as instructed by an email. The we site was not functioning, they could not get past he log in stage. They tried on the phone and were told this was because Ovo were not tete the supplier and that was why they couldn't log on. the Account would become active as Ovo took over supply. On trying to book the meter insulation they were told there were no appointments were available in the area.
They received an email later asking them to book the installation, again they could to log on. I tried using my phone and discovered there were no appointments available. I tried on the phone and was told that the contractors being used by Ovo don't have enough trained staff and cannot meet the demand.
Late week they received an email asking for meter reads. Monthly meter reads form part of the contract as far as I understand. This morning I read the meters for them and tried to submit the readings on line.
The website carries the instruction that as they have smart meters, they do not have to submit readings and there are not links to enter a reading.
There are no linked to a customer service telephone number or an email address.
Why are Ovo advertising an account with benefits they cannot provide? If smart meters are so difficult to install stop advertising the account and get the website sorted out too. They would not have entered into the supply contract if they new this was going to happen.
unable to book smart meter installation
Userlevel 6
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Thanks Tim. I'm trying to get a smart meter installed but currently no availability in my area.

Hi Jasmin,

Don't be alarmed - I've moved this latest comment to a new topic all about smart meter availability. Have a look at the comments above, as the next steps for you are outlined.

Tim
Thanks Tim. I'm trying to get a smart meter installed but currently no availability in my area.
Userlevel 6
Badge +2
When will you supply me with a smart meter the same as my neighbours who have had their suppliers install theirs more than a year ago.
Please don't come up the excuse you are a small company again.


Hi Jim,

I've moved this to another topic on smart meter availability. Have a go on that booking platform (at the top of the new topic) and if you don't have any luck, PM me your account number, name and DoB so I can have a go.

Thanks,
Tim
Userlevel 6
Badge +4
When will you supply me with a smart meter the same as my neighbours who have had their suppliers install theirs more than a year ago.
Please don't come up the excuse you are a small company again.


Hi @jimgedwards welcome to the forum and thanks for posting!

The availability of smart meter engineers varies from region to region, so my first suggestion to you would be to contact the OVO customer care team either by phone or social media (if using social media please send them your full name, address and OVO account number and let them know you've looking to see if there is any availability to install smart meters. )

Please do come back and let us know how you get on. Have a lovely weekend. 😀

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