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Why can't I rebook a smart meter install on the website?

  • 28 March 2019
  • 9 replies
  • 209 views

Having had the smart meter installer around once already. He departed without installing the meter, because it wouldn't work in the current location.

I have since discovered that I can operate a smart meter in "dumb" mode and this is the only way to get E7 set up at our house without paying for an E& meter.

So I go to the smart meter booking page put in my details and I get a confirmed date of 11th February - the date that that the original visit was scheduled for. I have tried clearing cookies but it seems to be permanently on my account. Can some one clear it please?
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Best answer by Eva_OVO 28 March 2019, 17:09

It sounds like the original job hasn't been closed on our end, @bluearsefly67, so the website thinks the smart meters have been installed.

The best way to get this sorted is to call or email our Customer Care team. They're available weekdays 8am-6pm on 0330 303 5063 or hello@ovoenergy.com.

That being said, it's unlikely we'll rearrange another appointment. The meter will be installed on a one rate tariff, if we can't communicate with the meter we won't be able to send it a message to change it onto an Economy 7 tariff.

When you call or email the team they'll need to do a few checks to see what your best option is.
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9 replies

Userlevel 5
It sounds like the original job hasn't been closed on our end, @bluearsefly67, so the website thinks the smart meters have been installed.

The best way to get this sorted is to call or email our Customer Care team. They're available weekdays 8am-6pm on 0330 303 5063 or hello@ovoenergy.com.

That being said, it's unlikely we'll rearrange another appointment. The meter will be installed on a one rate tariff, if we can't communicate with the meter we won't be able to send it a message to change it onto an Economy 7 tariff.

When you call or email the team they'll need to do a few checks to see what your best option is.
Hi,
I previously booked an appointment to have a smart meter fitted but the appointment was cancelled due to snow. Now when I go in to re-book I get a message saying "It looks like you've still got an appointment" then it says "We weren't able to complete your last appointment and some additional work may be needed before you can book a new one." Can you tell me how/when I'll be able to book a new appointment please?
Cheers
Userlevel 5
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Welcome to the forum, @totty815, see the above post for help.
On the 24th April I had smart meters fitted for gas and electric.
Initially they both worked but now the electricity meter doesn't and I've been told it's faulty.
I had an email to contact them and arrange an appointment to have it changed which I did.
The initial appointment I can no longer be in for so I contacted them to change the appointment but they have no record of it.
I was then told to phone them to rearrange a new appointment which I did and I was waiting for confirmation email which never arrived so contacted them again and they have no record of rearranged appointment date either and asking me to phone yet again.
Now I can't be bothered and wish I'd never had them installed.
The word Incompetence springs to mind.
Not a good start at all.
Userlevel 6
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Sorry to hear about this experience, @pravp12. It's not often that a smart meter develops a fault that quickly, so it's really unfortunate this has happened in this instance.

There may be some things the team need to check with you before booking again. I know it's a pain, but if you could give them a call on 0330 303 5063 they should be able to get this sorted for you in a matter of minutes.

Cheers
I'm trying to book my smart meter appointment in after a failed attempt a while ago, this screen seems to be holding me up though...

I sent an email to the helpdesk who said they had fixed it but I am still seeing this screen

.
Userlevel 7
Badge +2
Sounds like the same advice is needed here @broady - see above for more info.

Would be great if you could come back and let us know what the fix for this was.....?
A few week ago I had an appointment for a smart meter installation. It could not take place as the engineer could not get access to the Western Power junction box. I had Western power round to replace the box a few days later.
Now when I try to rebook a meter installation the website say I cant book as work needs to be carried out and Ill be contacted when this has been completed, even though the work was completed weeks ago.
How can I get round this as I really want the meters installed so I can get on with other renovation work.
Userlevel 5
This isn't something you'll be able to arrange online, @PaulBurge55. You'll need to give the team a quick call about this on 0330 303 5063 - they're available Monday-Friday 8am-6pm.

Before they can book the appointment they may need the reference number from Western Power to say their work has completed.

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