Skip to main content
Rank 1
coradia
Rank 1
Jul 2, 2021 3:36 PM UTC
Solved

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

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.

Jess_OVO
Jess_OVOBest Answer
OVO Staff
Jul 19, 2021 10:13 AM UTC

Updated on 12/10/26 by Ben_OVO

 

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, and 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 Team can let you know why an appointment isn’t bookable.

Powered by Re-knowable Energy!
View in thread

26 replies

Show previous replies
Newcomer
Rayat35
Newcomer
Nov 5, 2025 4:00 PM UTC

I’ve recently moved into a house which has a Electricity smart meter but not on the gas meter.

When I try to request a Gas Smart meter I get the not eligible message. The gas meter is on the outside wall at ground level about a meter away from the electric meter and accessible.

 

I also don’t have a IHD which I would like so i can monitor usage.

 

Nukecad
Super User
NukecadSuper User
Super User
Nov 5, 2025 4:24 PM UTC

Could you post some photos of both your meters, so we can spot if there is anything obvious that might be an issue.

The first part of your postcode may also be useful.

TBH though it could be a simple as the gas meter not ‘needing’* to be changed yet, or even just a shortage of available engineers in your area.

*Even if you have to send in readings, the meter is metering, so changing it for a smart meter is desirable but not ‘needed’.

PS. I was the same for a year or so, smart metered electricity, send in gas readings. It wasn't a great problem.  I do now have both meters smart.

Out of beer error >>>> Recovering memory.
Blastoise186
Super User
Blastoise186Super User
Super User
Nov 5, 2025 5:05 PM UTC

The most likely reason I can think of is that you can’t book this job online - OVO Support needs to do it because one of the Meters is already Smart. As for the IHD?

I’ve got ya covered!

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!
Abby_OVO
Community Manager
Abby_OVO
Community Manager
Nov 6, 2025 1:07 PM UTC

Hey ​@Rayat35 

 

Welcome to the Forum, I’m glad to see a couple of our community members have already stopped by with some really helpful advice here.

 

There could be a few reasons that’s coming back as ineligible, Blastoise186 has touched on the most common, that being that it’s already a smart meter. Would you be able to share a photo of the gas meter with us?

 

Blastoise186 also left a really helpful topic guide about getting an IHD if there wasn’t one left behind when you moved in.

 

Let us know how you get on with that, and if you could share a photo of the gas meter as Nukecad mentioned, that’d also be really helpful.

Currently Playing: She's Electric
Newcomer
Rayat35
Newcomer
Nov 6, 2025 1:15 PM UTC

Thanks for your suggestions and help guys.  I eventually managed to get an appointment booked via the web chat.  Although not sure what had changed this time as I had tried the Web chat and phoned previously. 

 

Ben_OVO
Community Manager
Ben_OVO
Community Manager
Nov 7, 2025 8:55 AM UTC

Morning ​@Rayat35,

 

Thanks for letting us know. It may not have been bookable at first as your account with us was so new. Let us know how the appointment goes!

 

In the meantime here’s some handy smart meter / In Home Display guides that you should find useful:

 

 

Powered by the Sun
Terms & ConditionsAccessibility statement

OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

OVO (S) Gas Limited is part of OVO Group Ltd