Skip to main content
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

Show previous replies
S
Rank 4
Scotia121
Rank 4
March 30, 2023

I rang them and the call handler called it a ‘goodwill payment’ which of course it’s not.  They are legally obliged to pay it. Anyway my question now: supposed to turn up on 15th March and of course didn’t .  Rang them that day.  New appointment booked.  My billing period ends on 27th of the month and as yet no sign of the payment on the bill.  Also since my gas meter no longer shows a reading at all, what do I do about them asking for a reading which I can’t give.  They will estimate the bill and I’m not happy about that.  I am not at fault because their meter has not worked properly since it was installed more than a year ago.  

Had to ring them again today.  No compensation for missed appointment in March and on checking, no payment for missed appointment in February either.  Given the missed March date was more than 15 days, does this mean they owe me double for that? 

Tim_OVO
OVO Staff
Tim_OVO
OVO Forum Legend
March 31, 2023

Hi @Scotia121 yes if you’re owed compensation for a missed appointment and it’s not paid within 10 working days, it will get doubled. 

 

I’m also happy to say that this will soon all be automated to prevent further delays of this kind. I’m sorry that you’ve been affected. 

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
    S
    Rank 4
    Scotia121
    Rank 4
    April 10, 2023

    So once again an appointment today to replace my dead gas meter and for the 4th time no one showed up.  I am so sick of this dreadful level of service.  To recap, there were no shows in January,  February,  March and now April.  They haven't credited me for February and the £60 just put on my account should have been double as they didn't add it within 10 days.  The meter is now blank so can't take readings and therefore getting estimated bills.   

    I have to say I'm pretty raging at their lack of respect for their customers.  

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    April 11, 2023

    @Scotia121 Blimey that is really terrible service. 

    You would have thought someone in OVO would have made sure the last visit went ahead as a priority given the previous missed appointments.… Or quickly arranged another one asap. 

    I think i saw @Tim_OVO post somewhere that he was going to look into whether there was a wider issue of increasing missed appointments due to the number of posts on the subject. I haven’t seen him post anything about it since then. No conciliation obviously. 

    Have they given you another date? 

     

     

      S
      Rank 4
      Scotia121
      Rank 4
      April 11, 2023

      @Scotia121 Blimey that is really terrible service. 

      You would have thought someone in OVO would have made sure the last visit went ahead as a priority given the previous missed appointments.… Or quickly arranged another one asap. 

      I think i saw @Tim_OVO post somewhere that he was going to look into whether there was a wider issue of increasing missed appointments due to the number of posts on the subject. I haven’t seen him post anything about it since then. No conciliation obviously. 

      Have they given you another date? 

       

      Had an email from someone from their "Specialist Advanced Resolution Team" whatever that is yesterday.  Said they will contact me on the 14th but I will ring them today.  Again.  No further date given but on past performance i am not confident they would show up.  I'll let you know what they say.  Am also aware yesterday was a bank holiday but at the time the appointment was made, i had no idea given it was a month ago and they should have been aware since they chose the date.  

       

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        April 11, 2023

        @Scotia121 Blimey that is really terrible service. 

        You would have thought someone in OVO would have made sure the last visit went ahead as a priority given the previous missed appointments.… Or quickly arranged another one asap. 

        I think i saw @Tim_OVO post somewhere that he was going to look into whether there was a wider issue of increasing missed appointments due to the number of posts on the subject. I haven’t seen him post anything about it since then. No conciliation obviously. 

        Have they given you another date? 

         

        Had an email from someone from their "Specialist Advanced Resolution Team" whatever that is yesterday.  Said they will contact me on the 14th but I will ring them today.  Again.  No further date given but on past performance i am not confident they would show up.  I'll let you know what they say.  Am also aware yesterday was a bank holiday but at the time the appointment was made, i had no idea given it was a month ago and they should have been aware since they chose the date.  

         

        Lots of people worked yesterday so personally i don't think that is any excuse especially as they made the booking.

        You are being very understanding... 

        S
        Rank 4
        Scotia121
        Rank 4
        April 11, 2023

        @Scotia121 Blimey that is really terrible service. 

        You would have thought someone in OVO would have made sure the last visit went ahead as a priority given the previous missed appointments.… Or quickly arranged another one asap. 

        I think i saw @Tim_OVO post somewhere that he was going to look into whether there was a wider issue of increasing missed appointments due to the number of posts on the subject. I haven’t seen him post anything about it since then. No conciliation obviously. 

        Have they given you another date? 

         

        Had an email from someone from their "Specialist Advanced Resolution Team" whatever that is yesterday.  Said they will contact me on the 14th but I will ring them today.  Again.  No further date given but on past performance i am not confident they would show up.  I'll let you know what they say.  Am also aware yesterday was a bank holiday but at the time the appointment was made, i had no idea given it was a month ago and they should have been aware since they chose the date.  

         

        Lots of people worked yesterday so personally i don't think that is any excuse especially as they made the booking.

        You are being very understanding... 

        Just spoke to them Jeffus and she didn't let me speak to the person who sent the email.  Apparently I have to wait until the 14th.  She has made another appointment but on their past record not at all confident they will actually turn up.  Also spoke about the compensation they have paid me.  A total of £90 which is not correct given they actually applied it well after the 10 day time limit.  Was told she would pass it on to this elusive Deborah.  I did make clear my disgust at their total lack of customer service.  Not to the call handler of course.  Not her fault but to the company in particular.   That all has sent my blood pressure through the roof.  😁😁

          Jeffus
          Rank 20
          Jeffus
          Rank 20
          April 11, 2023

          Certainly 5 missed appointments if they miss the next one would be a lot based on other examples seen on the forum…

           

          Tim_OVO
          OVO Staff
          Tim_OVO
          OVO Forum Legend
          April 11, 2023

          So sorry to hear about it, @Scotia121. Just on the compensation point, the payment is £30 if you’re not given 24 hours notice or more, and if it doesn’t get paid within 10 working days it gets doubled to £60. 

           

          Glad to hear this is booked in again!

          Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
          S
          Rank 4
          Scotia121
          Rank 4
          April 11, 2023

          So sorry to hear about it, @Scotia121. Just on the compensation point, the payment is £30 if you’re not given 24 hours notice or more, and if it doesn’t get paid within 10 working days it gets doubled to £60. 

           

          Glad to hear this is booked in again!

          Hi Tim  I wasn't given any notification on any of the missed apps.  And since this relates to each from January through to yesterday  and was only credited to my account in the last few days, it is well past the 10 days.  Seriously thinking of the Ombudsman and Energy Scotland can apparently help me with that.  Have zero confidence they will actually turn up in May though.

            Show more replies
            Terms & ConditionsAccessibility statement

            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