Hi forummers

I already have a smart meter installed for electricity but not for gas.  The story is a bit convoluted, but the installer encountered a problem when she was fitting it and this meant she couldn’t do the gas meter at the same time. Actually she didn’t end up doing the electricity meter at that stage as our house needed a new fuse board, but a colleague came back a few weeks later and did the electricity meter.  He didn’t do the gas meter because (I think) it wasn’t on his job list, so he didn’t have one to fit.  This was all two years ago and I have had to submit manual gas meter readings ever since.  I have got fed up with this, so today I tried to get a smart gas meter, only for the Ovo website to tell me:

Sorry, we can't install a smart meter yet

We check multiple criteria to make sure we successfully install your new smart meters on the day. Your account does not pass our eligibility check right now. Eligibility can change so please come back to try again soon.

Is anyone able to tell me what my next step should be?  Do I call Ovo (if so, can someone tell me the number?) or do I try the chat function?

House is made of brick, built in 1980s, has both meters adjacent to each other, in the outside wall, and the electricity meter is submitting readings just fine, so I can’t see any reason why they’ve said no.

Thanks in advance for any help that is forthcoming.

Hi @FunkyFerret55 , your best route is either calling 

Customer Support  -  tel:03303035063

or using

Webchat  -https://help.ovoenergy.com/#contact_us_container

They can check on your account to see what’s going on 

Hey @FunkyFerret55,

As far as I’m aware you can’t book gas only smart meter appointments online.

But don’t worry, our support team should be able to get this booked in for you no problem 🙂

Thanks both, just been onto the webchat, and it’s all booked in for this week.

I have a smart meter fitted already for electric meter but I am apparently not eligible to have a smart meter fitted for gas??? Seems a little odd! 

Hi @Chris Deyes 

Welcome to the forum, I am just a customer like you.

That does seem an odd reply.

Did ovo say why? For example the location of your meter?

Could you post photos of your gas and electricity meter?

@Jeffus 

iv not spoken with them yet, just did an enquiry on the app to arrange installation and was shown the message about not meeting the requirements. 
both meters are in the same place, in the under stairs cupboard. The electrical meter sends readings so obviously has good reception. Baffled!!
 

Hi @Chris Deyes 

That does seem strange as they are close together so no issue with distance between the meters

Although it does beg the question why the gas meter wasn't swapped at the same time as the electricity meter.

Always difficult to be certain if the engineer felt there wasn't room for whatever reason and flagged something on the address.

Or whether something strange is happening in the app as you already have an electric smart meter 

Hey @Chris Deyes,

Sorry for the issues you’re having,

The support team should be able to advise further, it sounds like the initial appointment may have been aborted. As it’s very strange to just install one meter so I imagine there was a reason gas couldn’t be installed initially.