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New connection to outbuilding, separate account, separate meter

Forum|Forum|1 year ago
October 28, 2024
13 replies
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Looking for a bit of advice on how to proceed.

I’m an existing dual fuel OVO customer. My garage is not connected to my house, I can’t share services between the two buildings.

I have got National Grid coming to do a new feed install, they have given me the MPAN for me to get my supplier to put a meter on.

I have followed the guides here about registering for a second account with the same email however it doesn’t allow me to do so, it just changes my password for my primary account. If I try and use the + feature in a gmail email I get the account creation email through but then can’t register because I don’t have an account number for this new account.

I also can’t progress via the online system to book the install with the original or the new email as once I enter in my details it tells me I’m not eligible for a smart meter (because I already have a smart meter registered at that address - the existing home meter).

I have spoken to the new connection team, the person I spoke to initially had issues but after a short peroid on hold told me she would fill out a new connection form for me and gave me a timeline of 12-28 working days.

That was done earlier today apparently, and I’m due an email which I haven’t received yet.

What I’m looking for is some feedback that everything is actually in hand because as of right now I have no reference to the new meter and no method of tracking the order/request.
I’d also like further guidance on how I can get this 3rd meter added to my existing account (or at least a second account registered to the same email).

On my call with OVO earlier there was no discussion of tariffs or anything, does that come later?

All in all a little confusing for what I thought was a simple request - “I have a new feed in my garage, please put a meter on it.”

Best answer by Emmanuelle_OVO

Updated on 22/07/25 by Emmanuelle_OVO:

Hey @lookeh

I’m sorry your request for a new connection was rejected, I can understand how frustrating this must be. I'm not an expert in this field I would advise finding out more from the team why you having a current account would affect your ability to proceed with this. I imagine there’s some technicality attached to this scenario. You can contact the team on 0330 303 5063.

Please keep us posted with how you get on.

Is a new connection needed?

If you have a supply number already (MPAN for electricity, MPAN for gas) and a meter attached, you already have a new connection and you can switch via the normal way online (when available).

Are you a domestic customer?

Are you a domestic customer who will be living at the property
- If no: we can only offer a new connection to domestic customers who'll be living at the property.
- If yes: continue to the next section below

Request a new connection

We’ll need to have a check that you have the supporting infrastructure in place (as we'll only be joining the meter to the connections):
- Electricity: cabling from the mains should already be on site
- Gas: pipework from the gas main in the street should be on site
If the main connections are available, our Support team can request a new connection from our operations team.

What you should know

We'll complete a few checks and confirm the date for an engineer visit
- Please look out for this and contact us if the date isn't suitable
If we arrive and can't complete the new connection, we'll let you know why and next steps needed to resolve the issue
We'll install smart meters by default, and they'll be in pay monthly (credit/PAYM) setting
If you want a prepayment (PAYG) meter, we'll:
- Install as pay monthly first
- Check the meters are working correctly (this is so we don't leave you without supply at any time during the settling period)
- Switch them to a PAYG tariff and account
- Add any debt accrued in the PAYM setting, set at a repayment rate aligned with our current processes

Show previous replies

L

lookehAuthor

Rank 2

Thank you @Chris_OVO I have messaged you back.

To update the thread, I took your advice @Emmanuelle_OVO and raised a complaint regarding the way I was spoken to by the new connection agent. The person from the customer support team behaved in a far more appropriate way.

I was told during the course of that process to expect contact regarding the outcome of the second request in a few days, we're heading into the 5th day now and haven't received an email or call (excuse my skepticism but I'm not holding my breath).

Hoping Chris and his contact can pull something out of the bag.

L

lookehAuthor

Rank 2

Just coming back here so others can maybe benefit from my experience.

Chris_OVO reached out via this forum and took some personal contact info.

A couple of days later I had an OVO engineering team member ring me, I didn't answer so he text me. We were back and forth over text for a couple of days, I re-provided the details of the new feed, MPAN etc.

He told me that the new connections people I'd spoken to on the previous two occasions had flagged the connection as a business connection (no idea why) and that is why it was rejected. He went off to do his thing. A week or so later he messaged me that he'd corrected something and updated notes and told me to ring the new connections team again.

I spoke to the NC team, referenced the conversation I'd had and had a new form submitted.

Not wholly convinced I messaged Chris' contact again saying such, he got in touch with them and came back to me with a confirmation of service start date.

I then had several welcome emails, got a new account number (which is associated with my main email) so I now choose which account I want to look at when I log in to the website or the app.

Something worth mentioning is that the address for each meter/account is now different both on the DNO records, which was the case at the start of this saga but more importantly now with OVO too. I have "123 Any Street" and "Garage, 123 Any Street" I believe this is how they got around the duplicate service at the same address problem and is how this has been able to progress.

3rd application made 21/11/24

Service start date 29/11/24

Meter install (hopefully) 13/12/24

Thank you very much @Chris_OVO without you taking this on and your contact taking an interest I don't think this would have been possible.

TomThumb

Rank 6

@lookeh glad things seem to be moving forward for you.

With personal experience, having 3 meters, has in the past caused a tirade of issues.

My current setup with ovo is 2 separate accounts, each with its own email associated for account logins. 2 meters on one account & 1 meter on the second.

Having 3 meters on one account when I first joined ovo, confused the hell out of the automated billing system, but i hear things have moved forward over the years & run more smoothly now.

Do note: I can testify that having a re-configured address for the extra meter no guarantee of a smooth change if you ever move suppliers.

But I have found it to be a requisite for any energy supplier.

Hope things run smoothly moving forward for you.

Tom…

3 meters: Smart Gas & Smart Elec / Traditional Gas meter