Can you supply a three phase smart meter?

Hi I have an ASHP and a 3phase supply but no 3phase smart meter at the moment. I am keen to join Ovo energy for their ASHP tariffs however that requires a smart meter. I have rang ovo and they have told me that they don’t fit 3phase smart meters. Is that correct? It is very frustrating as without it I can’t make the most of the lower electricity tariffs???

can anyone from ovo help or has an ovo customers had a 3phase meter installed? 

Hey @Sio_mia, 

We do install 3-phase meters you can find them on our engineering job costs. If you’re looking to book this you can contact our Support Team who’ll arrange a site visit for you 😃

I joined ovo this week after speaking to several different energy companies regarding getting a 3phase smart meter fitted. I was told my several different people from ovo that if I joined ovo I would be able to get a 3 phase smart meter appointment within a week or so and that there was no delay in getting appointments. After joining I rang the appointments team only to be told that I cannot book an appointment until all of my details have been updated to the systems which could take up to 6 weeks. I am so disappointed as I was promised an appointment within a few days of joining. I cannot make the most of the lower energy tariffs until I get a smart meter so I am stuck with paying high tariffs and false promises made!!!!

Six weeks is the industry norm for completing a switch. It’s been that way for over two decades.

Engineers from ALL Suppliers are also working flat out on RTS → Smart Meter upgrades right now, so Three-Phase jobs are temporarily low priority at the moment.

A 3 phase smart meter is not a simple fit as it requires specialist engineers. 
It would be interesting to hear where you got the information about such a quick appointment as I’ve not heard that for a standard smart meter yet alone a 3 phase version. 
 

Hey ​@Sio_mia 

Welcome to the OVO online community

I can see our community members have given some helpful advice here. I just wanted to add the following forum topic which you may find helpful:

​@Emmanuelle_OVO thanks for this. How would I find out if I am in an area covered by your current crop of 3 phase skilled engineers? As started on the forum you posted for me.

The easiest way to find out is to use the booking tool at https://smart-booking.ovoenergy.com . If that lets you book, you might have a chance.

HOWEVER, you may need to wait out the rest of the switch first.

Thank you ​@Blastoise186 i have tried this but it says I’m not eligible to book a meter yet which I assume is because I haven’t fully switched yet. This is what is so frustrating…I am expected to wait up to 6 weeks now and even then I might not be eligible in which case I will have wasted 6 weeks. Why can’t they just tell me now based on my area 🤷🏽‍♀️🤯

It’s unlikely you’d get any other supplier to do a Three-Phase job right now anyway TBH. OVO is the only one that I know which does them.

But yes, it is probably just a case that the switch still needs to finish. Try again once that’s done and if it still fails, contact OVO Support and they can book it for you.

Thanks for your reply ​@Blastoise186 it’s ironic really as I rang ovo around 2 months ago and the person I spoke to actually said that ovo were not fitting 3phase meters. It’s only that I saw ppl talking about it on here that I decided to ask again. So fed up and disheartened as these energy companies tell you what you want to hear to get you to join and then are not able to fulfil there promises. I have spent hours on the phone just going round and round in circles, been with 3 different supplies and I am still no closer to getting a meter fitted. I have an ASHP and am not able to get a cheaper tariff until I get a smart meter. I’ve never been more frustrated 😣 

Can I butt in here and ask - did you already have a 3 phase supply or did you have to get it for the ASHP ? If so what size is your heat pump and (approx) how big is your property ?

It’s a new build so this has been a new connection. I don’t think we needed a 3phase supply we were just offered it as I was told that it will future proof us for EV etc however if the engineers needed to fit a 3phase smart meter are few and far between I wish I had never had it now. I’m not sure about the size of the ASHP I’m sorry. All I know is that it’s valliant. It’s a 5 bedroom house 

Hey ​@Sio_mia 

We wouldn’t install any meter exchange before the 6 week period is up, this is because you’d need to get your first statement. The process of getting a first statement produced (& final statement) requires involvement from a third party. Both suppliers & this third party data collector need to agree on the opening & closing meter readings. Sometimes these meter readings don’t align or are out of line with actual meter readings from the meter (s) & require a read dispute. It would be irresponsible for a supplier to exchange a meter before this process has taken place as it can cause issues down the line. 

Well ​@Emmanuelle_OVO i should have been told that when I was enquiring how long it would take if I switched to ovo. Like I have said above, the numerous (and I made sure I asked a few different people who work for ovo) told me I would have an appointment within a week or so. Not one person mentioned a 6 week period. Again as I have said above, everyone just tells you what you want to hear and then when you commit to switching these promises are unfulfilled hence my disappointment and frustration 

We have a heat pump and an EV charger and we just have a normal single phase supply. The hp is a 6kW and we only have a 3 bed bungalow, however with a new build your hp ought not to be massive and as I understand things it’s unlikely you needed 3 phase.

​@juliamc we are only uses 2 of the phases. The 3rd is if we need it in the future. I am wondering  if I can have 2 single smart meters fitted? But will I be charged 2 standard rates then? ​@Emmanuelle_OVO do you know if this is an option? Thanks

Hey ​@Sio_mia 
 

It’s a slightly complex one as it depends whether there are two supply numbers or not. You pay a standing charge per supply number at the property. This topic may have some helpful advice:

The answer is a bit complicated I’m afraid. Some two-meter tariffs just have ONE standing charge that covers both meters. However, it’s more common that you’d have TWO standing charges on the basis of one per meter.

Please check your tariff to find out exactly which one applies to your account. With that being said, it sounds like you’re probably running on two separate accounts which would mean two sets of standing charges.

 

• Complex Multi-Rate Meter & Heating types F.A.Q.

I am on the phone to OVO just now, being told that you no longer do 3 phase metering (specifically i am looking for a CT meter)

Update, just been hung up on by the team.

Can anyone confirm if this is true as everywhere i check OVO seems to be the go to company for what i am after

Hi ​@ratki9999 ,

OVO can do Three-Phase, albeit there aren’t tons of OVO engineers trained to work on such supplies. If you wish to upgrade, you’ll need to switch first and make the request once you’re on-supply. It’ll cost about £325 to do the work.

Thanks ​@Blastoise186 It is a new 3 phase connection, so new Mpan Number replacing an existing single phase supply due to upgrade in requirements.

Will see if i can make it happen on Monday

Hey ​@ratki9999 

Welcome to the OVO online community. I’m really sorry to hear you had a bad experience when you contacted the team. These topics may help:

 

• Single-phase and three-phase electricity supplies: How to identify your supply and request an upgrade or downgrade Tutorial

If you call the team on 0330 303 5063, they can get you set up. I’ve copied the below from another thread for you.

Is a new connection needed?

If you have a supply number already (MPAN for electricity, MPAN for gas) and a meter attached, you already have a new connection and you can switch via the normal way online (when available).
 

Are you a domestic customer?

• Are you a domestic customer who will be living at the property
  • If no: we can only offer a new connection to domestic customers who'll be living at the property. 
  • If yes: continue to the next section below

Request a new connection

1. We’ll need to have a check that you have the supporting infrastructure in place (as we'll only be joining the meter to the connections):
   • Electricity: cabling from the mains should already be on site
   • Gas: pipework from the gas main in the street should be on site
2. If the main connections are available, our Support team can request a new connection from our operations team.

What you should know

• We'll complete a few checks and confirm the date for an engineer visit
  • Please look out for this and contact us if the date isn't suitable
• If we arrive and can't complete the new connection, we'll let you know why and next steps needed to resolve the issue
• We'll install smart meters by default, and they'll be in pay monthly (credit/PAYM) setting
• If you want a prepayment (PAYG) meter, we'll:
  • Install as pay monthly first
  • Check the meters are working correctly (this is so we don't leave you without supply at any time during the settling period)
  • Switch them to a PAYG tariff and account
  • Add any debt accrued in the PAYM setting, set at a repayment rate aligned with our current processes

Thanks. I confirm having just spoken to the folk on that number that OVO NO LONGER fit any new 3 phase connections.

They have said they will update you with new information. If infact they turn out to be incorrect and you do do this, could you provide me with a number to contact direct for someone who can help

thanks

Hmmm… Everything I’ve been told says this is possible.

I’m going to fling this to the Forum Backstage for some more digging - please bear with me.

Thanks. I would be a new customer so that might be something to do with it.