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Recently joined OVO and unable to book smart meter appointment?

  • September 15, 2025
  • 8 replies
  • 121 views
J
Carbon Cutter*****
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Hello,

we have recently switched from Scottish Power to OVO after moving into a new flat. We have a heat pump and have chosen OVO due to their heat pump add on. We do not have a smart meter yet, and wanted to get one installed.

However, OVO is saying we are not eligible for a smart meter due to WAN issues. We live in Edinburgh, not in a rural place further north. Our neighbours have smart meters, some even with electricity supplied by OVO.

Customer service has said to us to hire a private engineer who will check signal strength and then report back to OVO. 

How can this happen, and what should we do? Thank you in advance for any advice. 

Best answer by Ben_OVO

​@johndunbar good morning. I’ve added your Heat Pump badge so that other Forum members can recognise the kit you have.

 

​@Blastoise186 is correct - it’ll be too soon for you to book a smart meter appointment at the moment as the account is so fresh. When you switch suppliers, opening reads are sent by OVO to the Industry to go through a 4-6 week validation period, whereby metering details are passed between the two suppliers. This is an Industry standard process and, when it’s complete, you’ll receive your closing bill from the old supplier. 

 

You’ll then be able to book a smart meter appointment online and, if that doesn’t work, you can get in contact with our Support Team, who’ll look to see if they can get you booked in. This would be subject to engineer availability at that time, but we normally have a lot of active engineers in the south of Scotland. I’ve included some useful articles below for you:

 

 

You’ll also find a lot of heat pump related articles in the Home and Heating section of the Forum. 

 

Hope this helps 😁.

8 replies

Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • September 15, 2025

It’s more likely the 4G Comms Hubs aren’t ready for you yet - keep an eye out as they’ll be coming soon!

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Abby_OVO
Community Manager
  • Abby_OVO
  • Community Manager
  • September 16, 2025

Hey ​@johndunbar 

 

Sorry to hear you’ve not been able to get a smart meter booked in yet.

 

You said you’ve just recently switched, how recent was this? It could be something as simple as it being too soon to book an appointment in our system if we’re still within the first couple of weeks since you joined.

 

Let us know when you joined us, if it has been a little longer than a few weeks, it’s more likely to be a technical reason stopping a booking from being possible but the Support Team should be able to tell you why they’re unable to make a booking.

 

You can also make bookings online, if you try via this link does it give you an error or let you book in? If there’s an error, it might be helpful if you share it in this thread - it might point us in the direction of the problem. There’s a helpful topic on the Forum which I’ve linked to below on how to do make a smart meter booking on your account:

 

 

Do let us know how you get on trying that. 

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J
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  • johndunbar
  • Author
  • Carbon Cutter*****
  • September 16, 2025

Thank you for your answers. We have switched very recently, on 13th of September. I have tried booking an installation date online, but it says that we have not passed their checks for eligibility. It is not clear to us what these checks entail.

Customer support team has been rather vague about what the issue is, they did mention it could be a WAN signal issue. We don’t think this is the problem as many of our neighbours have smart meters and some of them, like I said, are with OVO.

But good to know that Scotland is now switching to mobile data connection, as we live in Edinburgh and have a very good 3G and 4G signal.

Blastoise186
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • September 16, 2025

In that case, it's actually too soon to make this request. You need to wait six weeks for the switch to fully complete first.

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Ben_OVO
J
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  • johndunbar
  • Author
  • Carbon Cutter*****
  • September 16, 2025

OK, that makes sense. Should I then ignore OVO’s customer service advice to book an independent electrical engineer to test the strength of WAN signal?

Blastoise186
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • September 16, 2025

Yes. Try the request again once you’ve paid the Final Bill with your old supplier - you should be able to get a smart meter after that.

An independent engineer won’t be of any use in this particular situation, so I’d skip that option.

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Ben_OVO
J
Ben_OVO
Community Manager
  • Ben_OVO
  • Community Manager
  • Answer
  • September 17, 2025

​@johndunbar good morning. I’ve added your Heat Pump badge so that other Forum members can recognise the kit you have.

 

​@Blastoise186 is correct - it’ll be too soon for you to book a smart meter appointment at the moment as the account is so fresh. When you switch suppliers, opening reads are sent by OVO to the Industry to go through a 4-6 week validation period, whereby metering details are passed between the two suppliers. This is an Industry standard process and, when it’s complete, you’ll receive your closing bill from the old supplier. 

 

You’ll then be able to book a smart meter appointment online and, if that doesn’t work, you can get in contact with our Support Team, who’ll look to see if they can get you booked in. This would be subject to engineer availability at that time, but we normally have a lot of active engineers in the south of Scotland. I’ve included some useful articles below for you:

 

 

You’ll also find a lot of heat pump related articles in the Home and Heating section of the Forum. 

 

Hope this helps 😁.

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J
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  • johndunbar
  • Author
  • Carbon Cutter*****
  • September 17, 2025

Many thanks Ben for your detailed answer.

Ben_OVO
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