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C
Rank 1
Clive
Rank 1
June 18, 2019
Solved

Failed smart meter installation, what next?

  • June 18, 2019
  • 120 replies
  • 6858 views

Booked a smart meter installation several months ago and an engineer turned up for the appointment. After an initial survey he advised that smart meters could not be fitted in my house because the existing meters were not separated. He then advised that a kit was available to sort this problem but to date I’ve had no follow up.
can anyone advise?.
Clive

Best answer by Amy_OVO

Updated on 29/10/25 by Ben_OVO


Engineer not turned up for your appointment? This topic might be helpful:

 

 

Sorry to hear that the engineer wasn’t able to complete your smart meter installation. It sounds like there’s an issue with your current set-up which needs to be resolved before we’re able to replace your meters.

 

It could be that your meter shares a fuse with a neighbour’s meter, which can happen if your meters are located in a shared meter cupboard or hallway. Read more about this and other issues which can prevent us replacing your meters on this guide.

 

To identify the exact issue in your case, we’d need to check the job report created by the engineer who visited your property. Reach out to our Support Team to check the next steps in getting the issue resolved.

 

Depending on the issue, you may have to contact your Distribution Network Operator (DNO) to carry out some work before rebooking your appointment. Our Support Team will be able to tell you if this is necessary.

 

Keep us updated as we’d love to hear the outcome of this one. Hoping it’s resolved quickly and you can enjoy the benefits of a smart meter soon! :relaxed:

 

OVO customer but not got a smart meter yet? - Book today!

Interested but not yet an OVO customer? - Check out our plans!

120 replies

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BPLightlog
Super User
BPLightlogSuper User
Super User
April 14, 2023

@Scotia121 from Ofgem themselves …

The current supplier Guaranteed Standards are found in the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015, which superseded the requirements on suppliers under the Gas (Standards of Performance) Regulations 2005 and the Electricity (Standards of Performance) Regulations 2010. Currently they set compensation at £30 per missed appointment or if an appointment is not kept on time, and £30 further if not paid within ten working days.

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    S
    Rank 4
    Scotia121
    Rank 4
    April 14, 2023

    @Scotia121 from Ofgem themselves …

    The current supplier Guaranteed Standards are found in the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015, which superseded the requirements on suppliers under the Gas (Standards of Performance) Regulations 2005 and the Electricity (Standards of Performance) Regulations 2010. Currently they set compensation at £30 per missed appointment or if an appointment is not kept on time, and £30 further if not paid within ten working days.

    Thank you for that info.  I have just sent her another email with your info and also a link to the regulation.  Will let you know what response I get.  

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      April 14, 2023

      @Scotia121 from Ofgem themselves …

      The current supplier Guaranteed Standards are found in the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015, which superseded the requirements on suppliers under the Gas (Standards of Performance) Regulations 2005 and the Electricity (Standards of Performance) Regulations 2010. Currently they set compensation at £30 per missed appointment or if an appointment is not kept on time, and £30 further if not paid within ten working days.

      Thank you for that info.  I have just sent her another email with your info and also a link to the regulation.  Will let you know what response I get.  

      It is also on the OVO website.... 

      https://help.ovoenergy.com/article/240adfd6-644f-4757-b908-6ea3863c8b31-orion

      Posters on the forum have got it in the past and the ovo moderator @Tim_OVO has highlighted it many times..…

      Sounds like a training need in the complaints team @Tim_OVO ?

      Compensation payment

      If we need to pay you compensation because we didn't meet the GOSP, we'll do this within 10 working days. If we miss this 10-day window we'll pay you an additional £30.

      This payment can be added to your account, sent via cheque or added onto your prepayment meter.

       

        BPLightlog
        Super User
        BPLightlogSuper User
        Super User
        April 14, 2023

        There are a couple of amendments made to the order since, one relating to incorrect contact details and the other for issues ‘outside the suppliers control’ but they would need to be significant I expect. 

        Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
          Jeffus
          Rank 20
          Jeffus
          Rank 20
          April 14, 2023

          There are a couple of amendments made to the order since, one relating to incorrect contact details and the other for issues ‘outside the suppliers control’ but they would need to be significant I expect. 

          As OVO already agreed the first £30 is eligible, the second should be automatic.

          There was nothing in the charges that modified that.

          We have seen the 60 paid before on the forum 

            S
            Rank 4
            Scotia121
            Rank 4
            April 14, 2023

            There are a couple of amendments made to the order since, one relating to incorrect contact details and the other for issues ‘outside the suppliers control’ but they would need to be significant I expect. 

            As OVO already agreed the first £30 is eligible, the second should be automatic.

            There was nothing in the charges that modified that.

            We have seen the 60 paid before on the forum 

            You would think so but she denied that it was even the case.  Perhaps they are not familiar with their own website.   🙄😁

              Jeffus
              Rank 20
              Jeffus
              Rank 20
              April 14, 2023

              There are a couple of amendments made to the order since, one relating to incorrect contact details and the other for issues ‘outside the suppliers control’ but they would need to be significant I expect. 

              As OVO already agreed the first £30 is eligible, the second should be automatic.

              There was nothing in the charges that modified that.

              We have seen the 60 paid before on the forum 

              You would think so but she denied that it was even the case.  Perhaps they are not familiar with their own website.   🙄😁

              @Scotia121 

              If they refuse again, ask for a deadlock letter and submit it to the Energy Ombudsman. The average goodwill compensation aet by the Ombudsman for complaints against OVO is currently £80. So if the Ombudsman set it at this level it would be £60 for each eligible missed appointment/payment outside the time limits, plus another £80 goodwill compensation. 

                S
                Rank 4
                Scotia121
                Rank 4
                April 14, 2023

                There are a couple of amendments made to the order since, one relating to incorrect contact details and the other for issues ‘outside the suppliers control’ but they would need to be significant I expect. 

                As OVO already agreed the first £30 is eligible, the second should be automatic.

                There was nothing in the charges that modified that.

                We have seen the 60 paid before on the forum 

                You would think so but she denied that it was even the case.  Perhaps they are not familiar with their own website.   🙄😁

                @Scotia121

                If they refuse again, ask for a deadlock letter and submit it to the Energy Ombudsman. The average goodwill compensation aet by the Ombudsman for complaints against OVO is currently £80. So if the Ombudsman set it at this level it would be £60 for each eligible missed appointment/payment outside the time limits, plus another £80 goodwill compensation. 

                Already have a deadlock letter and submitted to Ombudsman and I won't be cancelling that till I see the whites of an engineer's eyes!  

                  G
                  Newcomer
                  Greycat
                  Newcomer
                  May 3, 2023

                  I have been booked to get smart meters three times this year. 
                  Nobody showed up to today for the third time. Is this all an actual joke. I’ve got a job Monday to Friday and had to get someone else to go and sit in my housing waiting for someone not to show up again today and no contact at all. 
                  I am starting to think it was a bad idea to go with swalec which then switched to ovo, as they won’t even let me input my actual meter  . Firstly because they were switching over and then because they said they already had readings for today. (Completely made up readings that don’t even match what is on my meter 🤦‍♀️) 
                  I don’t know what nonsense all of this is. I haven’t had so many issues with other companies before.

                  Emmanuelle_OVO
                  Retired Moderator
                  Emmanuelle_OVO
                  Retired Moderator
                  May 4, 2023

                  Hey @Greycat,

                   

                  Really sorry for the issues you’re having,

                   

                  If your appointment was cancelled last minute, or the engineer didn’t turn up, you may be entitled to £30. Find out more on this similar topic:

                   

                   

                  If your meter readings don’t look in line since your switch you may be eligible for a read dispute, you can find out more about read disputes in this similar topic below:

                   

                   

                  Renewable Energy? Big Fan.
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