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GrownHandbag
Rank 2
November 14, 2023
Solved

Gas meter - 3rd fitting appointment missed

  • November 14, 2023
  • 16 replies
  • 1120 views

We’ve installed a new gas pipe and now we’re trying to get ovo to fit a meter. They failed to attend on 19 October, 13 November and 14 November. I asked for an emergency appointment on morning of 14 November which they gave me. But they didn’t show so I called back and they say they can’t do an emergency appointment for a new meter. The next available appointment is in January but we can’t book until they open tomorrow. 
 

We’ve paid our plumber £3400 for a new boiler and half his fee. He booked out next week to do the work. We are on oil now but there’s a minimum order amount of 500 litres which would be £400 plus the costs to remove any oil left in the tank. We have very little oil left and have been purchasing it for double the price in 5 litre tanks. 
 

Ive complained to ovo using the CAB letter template. By this ovo should have to sort it out by 14 December. 
 

we’ve been trying to get on the gas system since April. It’s been a nightmare. What can we do? ovo told me to call cadent to fit a temp meter. They don’t do this and suggested we use British Gas if we want to get anywhere. 

ovo suggested I call tomorrow and say I want to get an appointment through the complaints system to try to get an earlier appointment. I’m not sure I trust them to ever turn up now  

No sign of the £30 compensation. 

Best answer by Emmanuelle_OVO

Updated on 22/07/25 by Abby_OVO

Hey @GrownHandbag,

 

Sorry to hear of the issues you’re having,

 

Can I assume that you have an existing electricity supply and are with OVO?

 

When it comes to new connections this is the process outlined internally:

 

The New Connections team will carry out eligibility checks to ensure that we can support the New Connection. Afterwards, they will raise a form that will go to another team to register the supply, create the account, and book the appointment. 
 

It takes 2 working days for the account to appear on our system. An appointment will be booked for 18 working days to 25 working days time. The customer will receive confirmation of their exact appointment date within 3 working days of calling us. 

 

  • We'll complete a few checks and confirm the date with the customer
  • If we arrive and can't complete the new connection, we'll let them know why and next steps needed to resolve the issue
  • We'll install smart meters by default, and they'll be in pay monthly

 

My advice would be to contact customer support and speak to the ‘new connection team’ they’ll be able to advise if there are any issues preventing the appointment from going ahead. 

 

 

16 replies

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVOSolved
Retired Moderator
November 15, 2023

Updated on 22/07/25 by Abby_OVO

Hey @GrownHandbag,

 

Sorry to hear of the issues you’re having,

 

Can I assume that you have an existing electricity supply and are with OVO?

 

When it comes to new connections this is the process outlined internally:

 

The New Connections team will carry out eligibility checks to ensure that we can support the New Connection. Afterwards, they will raise a form that will go to another team to register the supply, create the account, and book the appointment. 
 

It takes 2 working days for the account to appear on our system. An appointment will be booked for 18 working days to 25 working days time. The customer will receive confirmation of their exact appointment date within 3 working days of calling us. 

 

  • We'll complete a few checks and confirm the date with the customer
  • If we arrive and can't complete the new connection, we'll let them know why and next steps needed to resolve the issue
  • We'll install smart meters by default, and they'll be in pay monthly

 

My advice would be to contact customer support and speak to the ‘new connection team’ they’ll be able to advise if there are any issues preventing the appointment from going ahead. 

 

 

Renewable Energy? Big Fan.
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    November 21, 2023

    We’ve installed a new gas pipe and now we’re trying to get ovo to fit a meter. They failed to attend on 19 October, 13 November and 14 November. I asked for an emergency appointment on morning of 14 November which they gave me. But they didn’t show so I called back and they say they can’t do an emergency appointment for a new meter. The next available appointment is in January but we can’t book until they open tomorrow. 
     

    We’ve paid our plumber £3400 for a new boiler and half his fee. He booked out next week to do the work. We are on oil now but there’s a minimum order amount of 500 litres which would be £400 plus the costs to remove any oil left in the tank. We have very little oil left and have been purchasing it for double the price in 5 litre tanks. 
     

    Ive complained to ovo using the CAB letter template. By this ovo should have to sort it out by 14 December. 
     

    we’ve been trying to get on the gas system since April. It’s been a nightmare. What can we do? ovo told me to call cadent to fit a temp meter. They don’t do this and suggested we use British Gas if we want to get anywhere. 

    ovo suggested I call tomorrow and say I want to get an appointment through the complaints system to try to get an earlier appointment. I’m not sure I trust them to ever turn up now  

    No sign of the £30 compensation. 

    Have you made progress @GrownHandbag 

      G
      Rank 2
      GrownHandbagAuthor
      Rank 2
      November 22, 2023

      They made another appointment for today 8-12 but they haven’t turned up again. 

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      November 22, 2023

      They made another appointment for today 8-12 but they haven’t turned up again. 

      That is frustrating @GrownHandbag 

      You should get £30 for each missed appointment and another £30 if not paid within 10 working days.

      Am sure @Emmanuelle_OVO can give you more information about how to claim this if you still haven't received any

      G
      Rank 2
      GrownHandbagAuthor
      Rank 2
      November 22, 2023

      Thanks. I called them and they said the appointment is still on the system and to wait until 1pm. I think I’ve got one £30 payment on my account under GSOP. No others yet. 

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        November 22, 2023

        Thanks. I called them and they said the appointment is still on the system and to wait until 1pm. I think I’ve got one £30 payment on my account under GSOP. No others yet. 

        FIngers crossed they will turn up @GrownHandbag 

        You are also entitled to compensation if they turn up late or turn up with the wrong stuff and can't complete the work.

          Abby_OVO
          Community Manager
          Abby_OVO
          Community Manager
          November 23, 2023

          Hey @GrownHandbag 

           

          Sorry to hear about this.

           

          Did the engineer arrive yesterday?

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            G
            Rank 2
            GrownHandbagAuthor
            Rank 2
            November 23, 2023

            No the engineer didn’t come yesterday. I called ovo and they made me an appointment for 18 dec. They also said the complaints dept would be calling as I set up a complaint and the my may be able to move the appointment earlier. Then I called the installer company direct and they allowed me to make an appointment for 30 nov. They said the missed appointment yesterday was due to not enough engineer availability in my area. I’m planning to call them first thing on appointment day to make sure they are coming and get my appointment to the top of the list hopefully. 

              kopweb
              Newcomer
              kopweb
              Newcomer
              November 24, 2023

              From @GrownHandbag’s posts there seems to be a recurring problem around gas appointments. Although mine is not a new connection, I have a related issue and wonder if @Abby_OVOor @Emmanuelle_OVO could point me in the right direction. 

              I won't bore you with the whole saga, but my SMETS2 smart elec meter suddenly stopped communicating back in June. Eventually Ovo replaced it but the SMS engineer could not commission my smart gas meter to link to the new meter's HAN.

              So far I've had two no-shows to fix the gas meter. I got a GSOP for the first and was promised another for the second (but no sign of it so far). 

              After the second no-show, Ovo advised me to contact SGN to re-arrange the appointment, and gave me a phone number and case reference. But SGN knew nothing about it and told me they do not do that sort of work.

              I emailed Ovo 8 days ago to try to sort it out, but got no reply other than acknowledgement. At various times I have tried email, online chat and phone calls, always have to explain the whole thing again, but get no action.

              Is there any way to get direct to the team who can actually sort out this type of issue?

              Emmanuelle_OVO
              Retired Moderator
              Emmanuelle_OVO
              Retired Moderator
              November 27, 2023

              Hey @kopweb,

               

              Sorry to hear of the issues you’ve had,

               

              This sounds very frustrating indeed. For a commissioning job, this should just be booked as a 17 working day appointment through the support team.

               

              If you’re having issues, there is always the option to raise a complaint. 

               

              @GrownHandbag Unfortunately around this time of year, there is less engineer availability and reduced working hours due to holidays. Emergency appointments are prioritized which means that maintenance appointments are cancelled. 

               

              This topic gives more information about the £30 compensation payments:

               

               

              I hope that you both have more success with your next appointments. 

              Renewable Energy? Big Fan.
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