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Rank 1
Clive
Rank 1
Jun 18, 2019 10:59 AM UTC
Solved

Failed smart meter installation, what next?

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

Amy_OVO
Amy_OVOBest Answer
Retired Moderator
Jun 19, 2019 1:42 PM UTC

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!

OVO-Joyed to help!
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120 replies

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Newcomer
JudyP
Newcomer
Jan 11, 2023 8:03 PM UTC

Thank you @Tim_OVO for your help. 

Best wishes

Judy

Newcomer
Damex
Newcomer
Jan 25, 2023 5:27 PM UTC

I had a smart meter installation today but no engineer turned up

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
Jan 26, 2023 11:47 AM UTC

Hey @Damex,

 

Really sorry about this, 

 

Not what we want to hear on the Forum, hopefully Support can get an appointment re-booked for you as soon as possible.

 

This similar thread will help explain the next steps:

 

 

Come back to this thread if you have any more questions and we can offer some advice. 

Renewable Energy? Big Fan.
Newcomer
derekz
Newcomer
Feb 3, 2023 11:57 AM UTC

Our Smart Gas Meter stopped sending readings in August-21 and Ovo said they arranged for an engineer to replace the device on 19-Dec-22 and again on 02-Feb-23 neither of the visits were made, no notification, apology, or explanation.

 I have now been receiving estimated bills for six months. What is going on and how do I get out of this mess.

BPLightlog
Super User
BPLightlogSuper User
Super User
Feb 3, 2023 12:13 PM UTC

If you had confirmed appointments @derekz you can make a claim against a non-visit .. I think it’s around £30.

That doesn’t get you another visit though. It looks like they’re short of availability in some parts. 
You should be able to send manual readings in the meantime while you try and get another appointment 

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, EV, ASHP and Home Assistant automation}
Newcomer
derekz
Newcomer
Feb 3, 2023 12:20 PM UTC

Thanks for your reply, however any claim for compensation is ignored. 

Manual readings are impossible as the meter screen is blank.

I have complained by Phone, Email and Chat - still unresolved and useless.

BPLightlog
Super User
BPLightlogSuper User
Super User
Feb 3, 2023 12:22 PM UTC

If you can’t reach anyone perhaps try this ..

https://www.ovoenergy.com/feedback

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, EV, ASHP and Home Assistant automation}
Newcomer
derekz
Newcomer
Feb 3, 2023 12:28 PM UTC

Done that, but there is no one at home.

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
Feb 3, 2023 12:39 PM UTC

Hey @derekz,

 

Sorry for the issues you’re having,

 

I’ll get Forum_Support to reach out, please keep an eye on your private messages.

Renewable Energy? Big Fan.
Rank 4
Scotia121
Rank 4
Mar 15, 2023 4:33 PM UTC

For the third time my appointment to have an engineer fix my, not so smart, non functioning gas meter has resulted in a no show.  No phone call or email.  Given this meter has not functioned properly since it was installed in February 2022, and the second occasion in a row where this contractor has failed to show up, I’m debating whether it’s even worth complaining.  I’m seriously annoyed that this company values their time over mine, the customer.  

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OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

OVO (S) Gas Limited is part of OVO Group Ltd