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Anonymous
January 23, 2025
Solved

Refused a smart meter due to work at height?

  • January 23, 2025
  • 51 replies
  • 1339 views

Hi,

 

After the constant nagging from OVO to install smart meters, I finally gave in about a year ago. The installer came and refused to fit it, because they were unable to climb a ladder (the meter box is above the front door).

 

We share a common entrance wirth next door and their smart meter (fitted by Utility Warehouse) is next to ours in the same place.

 

I am now not able to request a SMART meter. We are looking to rent our property out soon so it would be very useful (I don’t think the tenants will want to climb a ladder to read the meter!)

The gas meter is outside the front door and easy to access.

Any suggestions for a way forward?

 

    Best answer by Ben_OVO

    Updated on 10/12/25 by Abby_OVO

     

    Hi ​ 

     

    Thanks for your post, and a warm welcome to the OVO Forum! 😁

     

    If the meter is at height, then the advisor who books the job must clearly note this in the job booking. The reason you won’t be able to book an appointment at the moment is because of the previous aborted attempt.

     

    My advice here is to contact our Support Team, as they will need to remove the appointment blocker so that this can be re-booked. When you do re-book the job make sure to tell the advisor that the meter is positioned at height, so that the engineer can bring the necessary kit. You’ll need to let them know exactly how high the meter is off the ground. Please note, if the meter is above six feet off the ground then we may not be able to do the job, in which case your District Network Operator will need to move the meter.

     

    You can find some useful information on all of this in the previous topic below:

     

     

    I hope this helps.

    51 replies

    Show previous replies
    A
    Anonymous
    January 24, 2025

    ok, so what is the way forward? If an engineer can specifiy PRECISELY what is needed, ideally with a link to a local rental centre in the Weymouth area, I can arrange to get one for the day.

     

    History: They did come and survey it last time (18 months ago?) they were scheduled to attempt the job, but did not specify what they needed precisely enough.

     

    I would also need someone to work some magic to unblock my address and allow me to request the fitting again.

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    January 24, 2025

    Hi ​@portland555 

     

    Thanks for sending in the photos. ​@Lukepeniket_OVO will be able to shed some light on whether or not the job is something our engineers can do. If he does give the green light, we’ll easily be able to unblock the address so that the appointment can be carried out.

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      juliamc
      Rank 20
      juliamc
      Rank 20
      January 24, 2025

      When my DNO came to do a job they asked me to video the route from the road to the meter/fuse. 

        L
        OVO Staff
        Lukepeniket_OVO
        OVO Engineer
        January 24, 2025

        ​@portland555 could you provide a height to the bottom of the cupboard from the step/finished floor level, width of the stair case also?

        Im on with our Safety Team to try and find a solution

        OVO Operations Excellence Manager and Former Field Operations Team Leader
          A
          Anonymous
          January 24, 2025

          ​@Lukepeniket_OVO 

           

          Floor to bottom of cupboard: 2.45m

          Stair case width: 0.93m

          Note that there are hand rails both sides down the stairs that restrict the width at waist height to about 0.75m

           

          Hope that helps!

            A
            Anonymous
            February 4, 2025

            Well, after an online chat, Field Force are coming next week to install the meters, apparently bringing all necessary equipment for what they call “an equipment job”.

            I gave a link to this forum discussion which saved me having to explain it all, so thanks to those who contributed.

             

            Fingers crossed for next week, I will report back.

            Blastoise186
            Super User
            Blastoise186Super User
            Super User
            February 4, 2025

            Hey, no worries!

            We’ll be here if you need us! :D

            Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
              A
              Anonymous
              February 15, 2025

              Update: We are now the proud owners of an electricity smart meter. A hi-tech step ladder was employed by the installer…

               

              Unfortunately, they could not fit the gas meter, because apparently there is an issue with a bracket on the gas pipe. We asked our local gas engineer about it, and he said the supplier would need to sort it out. So back to OVO I guess..

              Ben_OVO
              Community Manager
              Ben_OVO
              Community Manager
              February 17, 2025

              Hi ​@portland555,

               

              That’s great news about the electricity meter - thanks for letting us know. I’m wondering whether ​@Lukepeniket_OVO might be able to get in touch with you about the gas meter - it might be that our engineers need certain kit to get it installed, however it may be the Grid that has to come out first before the smart meter can be fitted. Hopefully it's not anything too technical.

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              A
              Anonymous
              February 17, 2025

              This is it - not sure what the issue is.

              Show more replies
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