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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
    February 25, 2025

    Not a very consistent message between the OVO app and the OVO website!

     

    And yes, I do “mind” sending one manually. That is why I have spent a year fighting to get the d**n thing installed so I don’t have to risk life and limb climbing a ladder over the stairs!

    A
    Anonymous
    February 26, 2025

    Latest update: the new smart electricity meter is dead. Engineer swapping it out with a new one today.

    As regards the gas - apparently an expensive job for SGN, so that won’t be happening. I will continue to be smart for electricity only!

      A
      Anonymous
      February 28, 2025

      Website still shows the old meter serial number and no reading received. new IHD not working either. Hopefully it will all start working before we move house next month.

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      March 3, 2025

      Just a heads up - it may take up to six weeks for all records to update following a meter swap.

      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
      March 3, 2025

      I know that is the line they trot out to cover themselves, but seems a bit extreme just to update a few database records. It also means we may be unable to give a final meter reading when we move later this month!

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      March 3, 2025

      It’s not just updating a few database records on OVO’s side I’m afraid - it’s updating database records across the entire industry and making sure they all agree.

      Not as fast a process as I’d like either...

      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
      March 3, 2025

      It’s not just updating a few database records on OVO’s side I’m afraid - it’s updating database records across the entire industry and making sure they all agree.

      Not as fast a process as I’d like either...

      Strange that it has literally started working in the last 10 minutes :-) The Systems admin’s ears must have been burning!

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        March 3, 2025

        Or just my magic touch… I am a SysAdmin myself after all… XD

        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
          March 21, 2025

          Finally received a Glow IHD as a replacement. Worked immediately!

            K
            Newcomer
            kirsmith
            Newcomer
            April 22, 2025

            So, further to my previous conversation, I raised a complaint about the fact that I got lots of visits but got no actual work done because my rts meter is above my stairs and needs a ladder or platform for access. The lass on the complaints line basically said all she could do was repeat all the details of the issue already recorded from visits 1, 2 and 3 and book another visit.   So, morning of 4th visit the engineer called to say he couldn't do the work as he had no equipment and no 2nd person, so he was going to raise a second complaint, and speak to his boss as OVO would have to sort something out. 20 days later, all I have is a leaflet through my door saying I needed to book an appointment.  Not anything to do with previous visits, just the implication that they'd never heard from me at all.  So, OVO, will you please sort this out, contact me for an appointment when you have arranged to get someone who can do the work, with the necessary equipment and not yet another lone person with no access equipment. If you need to arrange for someone local to set up the access, that's fine, but I really can't bear a fifth round of wasting my time...

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

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