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Updated on 15/07/24 by Emmanuelle_OVO

 

I notice that there has been news earlier this month of the first 3-phase SMETS2 meter install in the country by Smart Metering Services (SMS) on behalf of their client, Good Energy for a private domestic customer in Gloucestershire.

https://www.smart-energy.com/industry-sectors/smart-meters/britain-installs-first-ever-polyphase-smets2-smart-meter/

This “UK first” appears to have been installed using a “direct current” type three-phase Aclara SGM1400 meter, suitable for “smaller” three-phase (sub 100A per phase) supplies found in larger domestic and small commercial installs….presumably the sort of customers that OVO previously could not provide SMETS2 smart meters to.

 

Are there any plans for OVO to follow suit?

 

Do OVO offer 3 phase smart meters?

 

3 phase (aka polyphase) installations in domestic properties are few and far between, so it's a minority of meter engineers across the country that have the skills required to complete these installations. There are also some technical challenges in making sure your job is allocated to an engineer with these skills but we are just as keen as you are to have Smart available for these sites ASAP, so if you would like to take part in this beta stage release, please consider the steps below:
From the start of May 2023, if you have a single rate 3 phase meter (i.e. not Economy 7 / 2-rate etc.) we would encourage you to book a smart meter appointment as normal online or over the phone on 0330 303 5063. (Please do not attempt to book sooner than May unless you have been contacted.)


This will then go through to a specialist team who will validate that it is single rate job and that an 3 phase engineer is available in your region. If this is the case, they will re-book your appointment with the right engineer. (So please bear in mind your appointment date/time will likely change, but we'll try to keep it the same where possible.)


Unfortunately, if you have a 2-rate meter or are not in an area covered by our current crop of 3 phase skilled engineers, you will need to continue with your heritage meter. We know this will be frustrating, so we are sorry about that, we are working to expand our coverage and by you flagging your interest to us, you are helping us shape where and when that coverage develops. - thank you!

 

I’ve added you to my list, @mks56 - when I hear that 3 phase smart meter installs are available in all regions I’ll reach out.

 

In the meantime, you can try and book an appointment here. We do have 3 phase engineers operating so it’s worth checking occasionally. 

@Tim_OVO 

Old thread I know but any updates on 3 phase smart meter availibility?

Welcome @jgt ,

The rollout has started! Would you like to be added to the list of forum members we’re keeping track of? Tim uses it to know who to reach out to when the rollout widens further.

At the moment, it’s a limited thing due to engineer availability, but https://smart-booking.ovoenergy.com will tell you if you can attempt to book.

Welcome @jgt ,

The rollout has started! Would you like to be added to the list of forum members we’re keeping track of? Tim uses it to know who to reach out to when the rollout widens further.

At the moment, it’s a limited thing due to engineer availability, but https://smart-booking.ovoenergy.com will tell you if you can attempt to book.

Thanks for the prompt reply.

I’m having 3 phase installed in the coming weeks which requires the current meter removing and new 3 phase meter installing in a different location so trying to find out if I can get a smart type meter. I currently have single phase with a smart meter.

The link above says I don’t meet the required eligibility but that may be because I already have a smart meter?

Cheers.

Yeah, if you’ve got Smart already you will get that error.

Welcome @jgt ,

The rollout has started! Would you like to be added to the list of forum members we’re keeping track of? Tim uses it to know who to reach out to when the rollout widens further.

At the moment, it’s a limited thing due to engineer availability, but https://smart-booking.ovoenergy.com will tell you if you can attempt to book.

Yes please, that would be great.

Thanks.

Sure thing. I’ll flag this up so that you get added to the list. :)

Hey @jgt,

 

Please contact the support team on 0330 303 5063 to book over the phone. 


This will then go through to a specialist team who will validate that it is single rate job and that an 3 phase engineer is available in your region. If this is the case, they will re-book your appointment with the right engineer. (So please bear in mind your appointment date/time will likely change, but we'll try to keep it the same where possible.)


Unfortunately, if you have a 2-rate meter or are not in an area covered by our current crop of 3 phase skilled engineers, you will need to continue with your heritage meter. We know this will be frustrating, so we are sorry about that, we are working to expand our coverage and by you flagging your interest to us, you are helping us shape where and when that coverage develops. - thank you!

Well, this isn’t a painless experience…

Got a date (25th April) from DNO yesterday so booked my own electricians and then phoned the above number. On hold for 9 minutes then through security then on hold. Then told I needed transferring to another department.

On hold fo 4 minutes, through security again, requested engineer visit, on hold again then went through process, paid for new meter, booked in engineer from SMS.

Job done. Or so I thought.

SMS text - no availabe engineer on that date - called them and was told that they have no engineers available at all in my area anywhere around that date?? Advised to call OVO again to ask them to use another company…

After another 34 minute call to OVO involving security and holding a couple of times, OVO advising an emergency call on the day for someone to attend! 

 

Hey @jgt,

 

Sorry this has been far from a seamless experience, 

 

I’ll ask Forum_Support to get in touch, please keep an eye on your private messages. 

Hey @jgt,

 

Sorry this has been far from a seamless experience, 

 

I’ll ask Forum_Support to get in touch, please keep an eye on your private messages. 

Just to add, customer service handlers were brilliant, very helpful and friendly but just couldn’t sort the problem. 

So, I gave my details via pm to your support team and this is my follow up:

Due to your intervention I received another call from SMS who offered me an appointment on 12th march. Obviously I declined as my new supply is being connected on the 25th April and to a different location in the house so if they upgraded the meter in its current location I would be without power between those dates and that would mean another call out to move the meter from the current location to the new location.

My electrician and the DNO are coming on the 25th April for the upgrade so that is when I need the three phase engineer to visit. 
SMS left me with the same advice, to call nearer to the date or as an emergency on the day… 

Still unsure as to how this system is fit for purpose 

@Emmanuelle_OVO 

So, I’ve heard literally nothing from anyone so I called SMS again this morning to be told that they have no availibility at all, couldn't even give me a date past July!!!

They advised me to contact OVO to see if they could rebook another company.

I am already awaiting a response from forum support from 25 days ago?

I’ve also sent a pm to them this morning to see if I can get any help.

 

 

 

Hey @jgt,

I’m sorry to hear that you haven’t heard back from them. Let me reach out to see what the update is and ask them to reach out to you directly.

Keep an eye on your private messages

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