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Smart Meter Installation Issues

  • December 10, 2025
  • 6 replies
  • 79 views
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We’ve been going through major issues getting smart meters installed for the first time, and I was wondering if anyone else had experienced similar?

 

It’s seems to be almost entirely down to the ridiculous subcontracting system Ovo use which means each engineering visit is to do a specific job rather than just get the meters working. Each time the engineer identifies a new issue, instead of being allowed to fix it, it gets logged as a new job which needs another appointment.  We’ve had 7 visits so far, with a further one supposed to be scheduled soon.

The summary so far is:

Visit 1 (July 2025) - Installed meters and IHD, advised all would be operational in max 4-6 weeks. Result - working gas smart meter, no working electric or IHD

Visit 2 - Visit to perform full reset. Identified issue with electric meter. 

Visit 3 - Replace electric meter. Identified issue with comms module. 

Visit 4 - Replace comms module and recommission everything. Result - electric working, gas no longer working, IHD not working

Visit 5 - Replace gas meter, couldn’t get it to commission

Visit 6 - Identified replacement comms hub is the wrong kind (single band) and needs to be replaced

Visit 7 (December 2025) - Engineer arrived without a replacement comms hub. Replaced gas meter, couldn’t get it to commission, replaced gas meter again, couldn’t get it to commission. Advised us to book another appointment specifically requesting a full reinstall of both meters and the DB hub.

I submitted a complaint 2 weeks ago and have not heard anything.  Every engineer has said OVO should contact me for the follow-up appointment but that has never happened either.

To top it all off, I phoned OVO this morning and when trying to book the appointment they advised both smart meters are now working.  They said maybe the gas meter kicked in after the engineer left somehow?  Anyway, I still need a working IHD, and so appointment number 8 is going to be scheduled shortly….

    6 replies

    Ben_OVO
    Community Manager
    • Ben_OVO
    • Community Manager
    • December 11, 2025

    Hi ​@woodstok2000, I hope you’re well despite the mess that’s unfolded since the original installation.

     

    I’m so sorry this has happened - it’s pretty crazy to read. I’ve worked at OVO for nine years nearly and have never seen such a palaver to get meters installed - the vast majority of appointments go ahead without a hitch. It sounds like you’ve just been very unlucky indeed. 

     

    If you made a complaint you should have been given a complaints reference number. I’d say get in touch with our Support Team to check if it was ever raised, and to get it raised if not. Our complaints information can be found here.

     

    I’m happy to hear that the smart meters are potentially both working now, and I hope this is true. This article should help you determine whether this is the case:

     

     

    If you need an IHD then this isn’t something you need an engineer for. You can simply ask our Support Team to get you one sent in the post, free of charge. Once you received it you’ll need to contact Support again to ask them to help pair the IHD to the smart meters.

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    • woodstok2000
    • Author
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    • December 11, 2025

    Thanks ​@Ben_OVO  - I already have an IHD, it’s just never worked - that may just be because the meters never really worked before though. If the current IHD was paired to the original (non-functional) meters do I need a new one to now pair with the new working meters, or can this one be paired to the new meters instead?

    Firedog
    Plan Zero Hero
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    • FiredogPlan Zero Hero
    • Plan Zero Hero
    • December 11, 2025

      

    … do I need a new one to now pair with the new working meters, or can this one be paired to the new meters instead?
      

    We saw a case recently where an IHD refused to pair with a newly-installed meter. It turned out that it had to have been reset before the re-pairing could take place. Once the preliminary step had been completed, pairing proceeded as expected. So it looks like you don’t need a new one, but I’m sure Ben will confirm one way or the other tomorrow. 

    Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
    Ben_OVO
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    Ben_OVO
    Community Manager
    • Ben_OVO
    • Community Manager
    • December 12, 2025

    Yes that’s right, ​@woodstok2000 our Support Team should hopefully be able to get the IHD you’ve already got paired again. If not they’ll send a new one free of charge.

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    • woodstok2000
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    • December 12, 2025

    Great - I had a call from the complaints team this morning, they’re sending a new IHD out as ours is completely unresponsive. 

    Ben_OVO
    Ben_OVO
    Community Manager
    • Ben_OVO
    • Community Manager
    • December 12, 2025

    Great news! It should arrive within the next couple of weeks in theory, but Christmas might delay it I imagine.

     

    When you receive the new IHD contact the Support Team and they’ll pair it up for you.

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