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Smart Meter installation booking issues?

  • June 2, 2025
  • 10 replies
  • 267 views
W
Carbon Catcher*
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Hoping someone can advise why I can’t get a smart meter installed.  Every time I check on the website I get this message:

 

 

This has been the case for about 6 months.  I speak to customer services on a regular basis, they’ve never been able to explain what the eligibility checks are, or which one(s) I’m failing.  They usually advise that there is an ‘issue’, but the exact issue changes each time I speak to them (lack of meters, poor signal, RTS priority customers, IT issue on their end, IT issue on my end etc etc).  I’m just outside Edinburgh, and most of my neighbours have smart meters installed and have no issues (none with OVO though) so I can’t understand the problem.

This is my meter set-up:

 

I like OVO, this is the only issue we’ve had so far, but we’ve got an electric car on order for August and I’ll be moving to Octopus (who’ve already confirmed they can install a smart meter within a couple of weeks of switching) unless this gets resolved - anyone experienced anything similar, or got any ideas?

Best answer by Lukepeniket_OVO

Hellooo,

 

In spirit of transparency ​@woodstok2000, there is a blocker but no one is able to remove the blocker due to technical limitations with no time limit on when thatll be fixed. I know thats really disappointing. 

 

Peter E

10 replies

Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • June 2, 2025

Hi ​@woodstok2000 ,

It’s almost certainly a case of lack of appointments right now across ALL suppliers as the RTS → Smart Migration is basically gobbling up every slot across the country. Don’t rely on what Octopus are saying - they’re probably just as jammed up as everyone else. You’d also have to wait at least six weeks before you’d be on-supply and be able to book a meter swap with them anyway - the super fast switching only works with Smart Meters.

I’d say try again early July, when appointments are more likely to be available. I’ll see if ​@Lukepeniket_OVO is up for some puzzle solving though.

Your image isn’t amazing - please upload another one of higher quality - but it looks like you have a Pre-SMETS Smart Meter. This might be another possible reason why you’re getting that error.

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!
Emmanuelle_OVO
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W
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  • woodstok2000
  • Author
  • Carbon Catcher*
  • June 3, 2025

Thank you for the quick response ​@Blastoise186 - here’s a better picture of the meter, it’s one of the old smart meters as it was installed with the house (in 2012) and the smart functions stopped working as soon as we changed supplier. 

 

Most people near us are with Octopus, and a few that switched recently have had smart meters installed quickly with no major issues so I think it may be a specific OVO issue in our area - it seems strange that no-one in their customer service team(s) seems to know about it though.

Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • June 3, 2025

Ah yes… As I suspected. It is indeed a Pre-SMETS L+G E470. Well, there’s your problem - this brick is permanently dead in terms of Smart functionality.

You are eligible to have this replaced for free because it’s no longer compliant with the spec.

It’s just worth noting that now we’re in June, the appointments across all suppliers are likely to get pretty jammed for the rest of the month. I’d recommend trying to book again later this month or use https://ovoenergy.com/feedback to force one.

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!
W
L
OVO Staff

hey all!

Just finding out what blockers are here. Ill come back once I have something.

 

Cheers

OVO Operations Excellence Manager and Former Field Operations Team Leader
Blastoise186
Emmanuelle_OVO
W
Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • June 3, 2025

Thanks Luke! Remind me I owe you about a bazillion favours next time we meet! 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!
Emmanuelle_OVO
Community Manager

Thanks Luke! Remind me I owe you about a bazillion favours next time we meet! XD

 

Luke to the rescue again! What Blastoise said! 😂

 

 

Renewable Energy? Big Fan.
L
OVO Staff

Hello!

Frustratingly system issue, its being worked on for multiple accounts, I will chase this up at the end of the week. Apologies!

OVO Operations Excellence Manager and Former Field Operations Team Leader
Blastoise186
W
L
OVO Staff

Hellooo,

 

In spirit of transparency ​@woodstok2000, there is a blocker but no one is able to remove the blocker due to technical limitations with no time limit on when thatll be fixed. I know thats really disappointing. 

 

OVO Operations Excellence Manager and Former Field Operations Team Leader
W
W
Carbon Catcher*
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  • woodstok2000
  • Author
  • Carbon Catcher*
  • June 6, 2025

Hi ​@Lukepeniket_OVO - thank you for the follow-up.  Is this specific to Ovo - e.g. if I change to Octopus as planned I won’t run into the same issues?

L
OVO Staff

I believe it is 100% our tech specific issue =[

OVO Operations Excellence Manager and Former Field Operations Team Leader
Blastoise186
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