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Smart meter cannot be installed as wiring are old

L
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Been told that one of our meter as due to expire (out of calibration) and book this smart meter installation appointment. However when the engineer arrive on site we’ve been pointed out that the wiring were too old in the house and need to be replaced before installation. Alternatively she mentioned that we can get red link cut out installed by private electrician and then have the meter installed. So just wondering if that’s the case here? DNO fuse is not photoed as it’s in an awkward place. We’re looking to have the smart meter installed as we will need to add EV tariffs. Thanks

Best answer by Blastoise186

Ok, finally got through to SSEN just now. Every DNO is a bit different so it’s unfortunately quite a complicated system!

I’ve been able to check what’s supposed to happen next. As it’s a B Code, SSEN should be in touch with you within six weeks of the visit you had from OVO. You can ask them to check if they’ve received the details by calling the number in my last comment - it’s option 2 you’re after.

If it hasn’t been sent, give OVO Support a nudge and they should be able push the data flow through again.

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Blastoise186
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Sorry about this @Lukepeniket_OVO , but I couldn't find an answer to this one.

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L
OVO Staff

Hey all!! 

 

Sorry for late reply i spent a day in HQ talking about meters yesterday!

Can i see a more straight on photo with flash on of the meter lcoation please?

Can i also see the cutout? i know it is awkward. We can definitely do remote meter positions.

 

Thank you!

OVO Field Operations Team Leader
L
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  • Light29
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  • September 13, 2024
Lukepeniket_OVO wrote:

Hey all!! 

 

Sorry for late reply i spent a day in HQ talking about meters yesterday!

Can i see a more straight on photo with flash on of the meter lcoation please?

Can i also see the cutout? i know it is awkward. We can definitely do remote meter positions.

 

Thank you!

Thanks for your reply. I’ll definitely go grab more photos this weekend.

Emmanuelle_OVO
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Chris_OVO
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  • September 16, 2024

Hey @Light29, 

 

We’ll keep an eye out for the photos coming through and I hope you had a great weekend! 

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L
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  • Light29
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  • September 22, 2024
Lukepeniket_OVO wrote:

Hey all!! 

 

Sorry for late reply i spent a day in HQ talking about meters yesterday!

Can i see a more straight on photo with flash on of the meter lcoation please?

Can i also see the cutout? i know it is awkward. We can definitely do remote meter positions.

 

Thank you!

Sorry I forgot to update this last weekend. Managed to get some photos this week and hopefully these are clear enough.

Also included is the note left by the engineer who did that visit. Not sure if these are the best solution in this situation. 

 

Blastoise186
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Thanks for this! Looks like we’ve got everything we need to figure this out.

I will inform @Lukepeniket_OVO immediately. Bear with him and he’ll swing by when he gets a chance.

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L
OVO Staff

Hello, 

 

Yes engineer was correct to abort the job under a B, unable to change cables, code which means the DNO will be notified and should book an appointment to come and survey. When was the first Appointment?

OVO Field Operations Team Leader
Blastoise186
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L
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  • Light29
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  • September 23, 2024
Lukepeniket_OVO wrote:

Hello, 

 

Yes engineer was correct to abort the job under a B, unable to change cables, code which means the DNO will be notified and should book an appointment to come and survey. When was the first Appointment?

I think engineer suggested that I need to get a private electrician to get red link fitted. Don’t think DNO was informed as I never get any confirmation for an appointment. Shall I contact DNO (SSEN) myself to arrange an appointment?

Blastoise186
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  • September 23, 2024

This sort of thing gets a little complicated and I think Luke’s dashed off on holiday again, so I’ll swing back in for this bit.

Given that I’m not an engineer and don’t understand this stuff as much as Luke does, I’ve called in a favour from a contact at another DNO (not SSEN but close enough). He doesn’t want to be identified, but is OK with me posting this (thank you!).

He’s had a look at this thread and came back with this response.

I would suggest they speak to their DNO and see if any data flow has been sent through, if the meter exchange was aborted a flow should have been sent through to them and they will most likely be arranging an appointment. If not the customer should be able to send the information to them directly

 

SSEN aren’t always as easy to contact, not least because they don’t like me posting their public email address on the Forum for some reason even though their public website lists it in a bazillion places. As much as I don’t really agree with their reasoning behind it, it’s a rule I respect out of courtesy.

However, I can post their phone number, so give 0800 048 3516 a try. Last time I checked, you’d want Option 2 but please listen carefully in case the options have changed.

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Blastoise186
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  • September 24, 2024

Ok, finally got through to SSEN just now. Every DNO is a bit different so it’s unfortunately quite a complicated system!

I’ve been able to check what’s supposed to happen next. As it’s a B Code, SSEN should be in touch with you within six weeks of the visit you had from OVO. You can ask them to check if they’ve received the details by calling the number in my last comment - it’s option 2 you’re after.

If it hasn’t been sent, give OVO Support a nudge and they should be able push the data flow through again.

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!
Shads_OVO
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  • September 24, 2024

Hi @Light29,

 

It seems our forum volunteer has given some good advice here. I hope it was helpful.

 

These threads may also be helpful:

 

 

Please keep us updated with how you get on.

L
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  • Light29
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  • September 24, 2024

Thank you guys for the help. I’ll contact SSEN and update the post when they sort it out.

Blastoise186
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No worries! If you need our advice again about this, give us a shout and we’ll swing by again.

You’ll probably get me, another Forum Volunteer and the Forum Moderators initially, but Luke’s available if he’s needed again… At least once he’s back off his holiday anyway! :)

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L
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  • Light29
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  • March 11, 2025

Well it’s almost six months since the first visit and this is still not resolved yet. OVO not referring the VIR cable to DNO even though it’s clearly DNO end (before meter). I’ve had three private electrician all had a look and confirmed there’s nothing they could do. Complaint has been logged and I’m charging my EV at standard rate. Overpaying about £150 each month. Really ridiculous situation to be fair.

Emmanuelle_OVO
Community Manager

I’m so sorry to hear this ​@Light29, how frustrating for you. 

Hopefully you don’t need to take your complaint further but if you do this information from our website might be helpful:
 

Step 2: we’ll escalate your complaint within OVO
 

Sometimes, we’ll need to pass your complaint to our specialist complaints team. They’re highly trained and speak to people across the business to help us put things right. We use the complaints team if:

  • The issue is more complicated than usual, and needs a more specialist skill or other team members to resolve it
  • The customer care team isn’t able to solve your complaint quickly
  • You’re not satisfied with what we’ve suggested

If you feel that our specialist complaints team hasn’t been able to sort your issue, you can email the team of our CEO, David Buttress.

Please include your complaint case reference, your OVO account number, address, and a summary of what’s happened, including why you feel your complaint hasn't been resolved.


Step 3: taking your complaint outside of OVO
 

If your complaint has taken over 8 weeks to be resolved, you can speak to the Energy Ombudsman. You can also speak to them if you’re unhappy with our actions or if we’ve written to you with a final decision that you disagree with. This is called a “deadlock” letter. 

The Energy Ombudsman gives a free, independent service. They’ll review what’s happened so far, and how we’ve handled your complaint. Then they’ll decide if we should have done more – and what we need to do to put it right.


How to contact the Energy Ombudsman
 

Call

0330 440 1624
Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm.

Email

enquiry@energyombudsman.org

Website

www.energyombudsman.org

Post

Energy Ombudsman, PO Box 966, Warrington WA4 9DF.

Please keep us posted on your progress, your advice could helpf other community members in a similar position. 

Renewable Energy? Big Fan.

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