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coradia
Rank 1
July 2, 2021
Solved

Why am I getting a 'not eligible for a smart meter' message when trying to book a smart meter installation online?

  • July 2, 2021
  • 26 replies
  • 12896 views

I’ve been with OVO for just under a year and the online booking tool still reports that I’m not eligible to receive a smart meter. I understand we’ve had a pandemic but I can’t fathom out why there continues to be a problem. I live in a new build development in Greater London and there are existing smart meters in the building’s meter cabinet :thinking: Any advice gratefully received.

Best answer by Jess_OVO

Updated on 12/11/25 by Ben_O

 

Well that’s disappointing to hear @coradia. 

 

Understand that it might seem like a simple fix but sometimes there’s more going on behind-the-scenes than it appears.

 

Worth bearing in mind that even if there’s good signal in your flat, occasionally if the meters are in a different location (ie, a shared meter cupboard or basement) the signal in the meter areas won’t be good enough for us to receive the readings, in which case we won’t be able to book that in yet. It’s worth keeping an eye on your online account as we’ll make it clear on the homepage if anything changes - the WAN and mesh signal networks are improving all the time so hopefully we’ll be able to offer you a smart meter soon! :thumbsup:

 

Typically, if an error message occurs when a customer is trying to book a Smart Meter Appointment this is often due to weak or no Wide Area Network (WAN). This isn’t always the case, if you contact Support, they should be able to give you more detail. 

 

Smart meter appointments may also be blocked if you’ve just joined OVO, as your account may not be set up completely. Also, smart meter appointments might be blocked because of previous aborted appointments due to external work needing doing. Our Support Tea, can let you know why an appointment isn’t bookable.

 

 

26 replies

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Rank 2
FREEFLOW
Rank 2
August 4, 2024

Hi

When trying to book smart meter i get a message account does not pass our eligibility check right now, before we used to have poor mobile reception/signal, but it is 4g now on most networks where the meter is, and i was told by octopus that, if you get that, it should work. so how can i change ovo’s mind is there a direct email i can use?

Blastoise186
Super User
Blastoise186Super User
Super User
August 4, 2024

Hi @FREEFLOW ,

It’s NOT just whether you have 4G Signal that counts here - it’s whether the right 4G Signal is in your area as not all 4G towers are used for Smart Meters. Likewise, if the 4G Comms Hubs haven’t reached your area yet, it’d rely on the existing 2G/3G ones for now and if they have no signal, then it’s a no-go anyway - this is beyond OVO’s control as it’s DCC who dictates what can be used where. Regardless of who your supplier is, if the signal doesn’t exist from DCC, it won’t work anyway.

Likewise, there are other factors too - not all of them are about signal strength!

If you wish to have a manual review or think the tool is wrong, please call 0330 303 5063 or Live Chat via https://ovoenergy.com/help and they can try to set up a booking for you.

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
    Retired Moderator
    Shads_OVO
    Retired Moderator
    August 5, 2024

    Hi @FREEFLOW,

     

    I’m sorry to hear this. 

     

    It seems our forum volunteer has already given some great advice here. 

     

    Please let us know how you get on with contacting the Support team.

    K
    Newcomer
    KSS101
    Newcomer
    August 29, 2024

    I've been a customer with OVO for six months now. When I first joined, they where very insistent that I get a smart meter fitted. The engineer came and went after first installing the smart meter and immediately uninstalled, saying he couldn't get it working. Since then, I am constantly getting recommendations from OVO that I move to a smart meter... yet whenever I check, I just get the message "Your account does not pass our eligibility check..." Is there any way to either get OVO to stop recommending something they themselves say I can't get... or to find out what is needed to make my account eligible, as it's getting annoying to be offered deals I can't get.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    August 29, 2024

    Hi @KSS101 ,

    Yup, but you need to use Live Chat at https://ovoenergy.com/help for this.

    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
      Retired Moderator
      Emmanuelle_OVO
      Retired Moderator
      August 30, 2024

      That sounds really frustrating @KSS101 

       

      Just to add onto what @Blastoise186 has already advised, there is the option to ‘opt out’ of marketing which should stop some of these communications via the online account or by contacting the support team. I’m sorry you’re still receiving communications on a regular basis. 

       

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        S
        Newcomer
        Stephen Robson
        Newcomer
        October 14, 2024

        Why after being a customer for years am I still not eligible for a smart meter ? 

        S
        Newcomer
        Stephen Robson
        Newcomer
        October 14, 2024

        I’ve been a customer for years, I live in an area with good 4g, yet still get this message !!
         

        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.

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        October 14, 2024

        We don’t have a Crystal Ball. Please post photos of your meter so we can try to figure this out.

        Alternatively, please call 0330 303 5063 or Live Chat via https://ovoenergy.com/help .

        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!
        Chris_OVO
        Community Manager
        Chris_OVO
        Community Manager
        October 14, 2024

        Hey @Stephen Robson, 

         

        There could be a few reasons that you’re getting that message. Although coverage for a cellular or mobile network may be good, some meters use different communication methods that might not bring the same coverage. If you contact our Support Team they should be able to arrange for a site visit from one of our engineers to check if it’s possible to get a smart meter installed. 

         

        Let us know if you contact them and get this arranged 😊

        Renewable energy jokes never get old.
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