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Sonklu
Rank 2
September 23, 2022
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We have an asbestos fuse- How do I get OVO to inform the DNO?

We have an asbestos fuse, which needs to be replaced before a smart meter can be installed.  First the engineer (who was meant to install the smart meter) said he’d request it from the UK Power Networks, who need a D0135 from the energy provider in order to arrange for the works. Nothing happened for a good few, months,  so I contacted customer services. Three customer service agents assured me that the D0135 has been sent, but the UK Power Networks haven’t received anything. Not sure where to go from here. Can anybody help? 

Tim_OVO
Tim_OVOBest Answer
OVO Forum Legend
September 26, 2022

Updated on 06/05/25 by Emmanuelle_OVO:

Hi @Sonklu and thanks for the update on this. 

 

We’ve got another forum topic about the same thing:

 

 

DNO timeframes for visits depend on the category of the job that the supplier (or rather, the engineer) creates. 

 

Who’s responsible for replacing a meter backboard?


As you can see on our great guide, the meter backboard is maintained by your Distribution Network Operator (DNO). It sounds like Scottish Power Energy Networks are your DNO, so our engineer will have notified them of the issue.  The DNO should contact you to schedule in the necessary work based on it’s urgency, see the timeframes for each category below:

 

Category Timescale for DNO to attend
A Emergency - fix will be implemented ASAP, usually that day.
B 4-6 weeks
C 4-6 months


Unfortunately we cannot speed any of these up - as they are decided by the DNO, although if you’re still waiting to hear from them it might be worth contacting them directly to check when the maintenance work will be scheduled.

 

You can find out more about DNO’s (including their contact details) on our DNO guide.

 

 

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Tim_OVO
OVO Staff
Tim_OVO
OVO Forum Legend
October 3, 2022

Thanks for flagging this, @Ethanlyv - I’m raising this internally to make sure people are aware that there seems to be an issue with the advice customers are getting between the energy supplier and the DNO. Both companies can’t be right.

 

It may be that we have sent that info (flow), and it’s an issue with the DNO. In which case there’s not much we can do. Alternatively it may be that we’re not sending the right flow. 

 

Hope this gets sorted for you quickly,
Tim

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
Newcomer
Ethanlyv
Newcomer
October 3, 2022

Thanks for flagging this, @Ethanlyv - I’m raising this internally to make sure people are aware that there seems to be an issue with the advice customers are getting between the energy supplier and the DNO. Both companies can’t be right.

 

It may be that we have sent that info (flow), and it’s an issue with the DNO. In which case there’s not much we can do. Alternatively it may be that we’re not sending the right flow. If you’ve now joined OVO from SSE (if you haven’t heard from us to confirm this migration, you’re still with SSE), can you request that OVO’s Support team raise a ‘case’ to the relevant internal team for this to be revised.  If you’re still with SSE, it’s them that need to do this.

 

Hope this gets sorted for you quickly,
Tim

 

 

thanks @Tim_OVO. We’ve definitely migrated over to OVO so I will contact the OVO support team to resolve this. Thanks.

 

Newcomer
Ethanlyv
Newcomer
October 3, 2022

@Tim_OVO i’ve just spoken to OVO Support and I keep getting the same message repeated back to me: 

We are only responsible for the meters, we cannot carry out any work until you have rectified the issue. This unfortunately will not change and we will never have asbestos trained engineers. Once you have sorted this then we can do our job for you.

I even copy and pasted your message on this thread to them, which they’ve just ignored and put me to the back of the chat queue again.

Tim_OVO
OVO Staff
Tim_OVO
OVO Forum Legend
October 4, 2022

Hi @Ethanlyv, thanks for the update. I’ve asked our Forum Support team to contact you via a private message. 

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
Newcomer
Bonny86
Newcomer
January 1, 2023

I am facing a similar issue my original smart meter appointment was pre covid and nothing has moved.  Admittedly i hadnt chased it as we were on a good fixed tariff and the smart meter wasn't as important. Re engaging with OVO now we are about to go back to standard tariffs (and i would appreciate having a smart meter to monitor usage) and I am just getting told to contact the DNO who themselves are asking for the D0135 form.  I'm thinking it may be better just to switch suppliers and kick start the process again? 

Blastoise186
Super User
Blastoise186Super User
Super User
January 1, 2023

Hey @Bonny86 ,

Who is your DNO? I might be able to get some info out of them for you.

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Bonny86
Newcomer
January 1, 2023

Thanks its uk power networks.  To be honest they were ok to deal with and book an appointment its just the D0135 form they were insistent on which OVO havent sent in nearly 3 years.  But if you can help that would be amazing.

 

Our fixed term ends at the end of this month and to be honest if things havent moved on by then I will just switch suppliers

Blastoise186
Super User
Blastoise186Super User
Super User
January 1, 2023

Thanks. I can’t make changes myself, but I can certainly try to contact them to see what they recommend. Bear with me as this may take a few days.

Actually… This might be easier than I thought. I just have to bypass some geo-locking stuff to get my call to go through despite not being in their area… Once the lines are back open later this week...

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Newcomer
Bonny86
Newcomer
January 1, 2023

Thanks for this anything you can do to help would be amazing 

Blastoise186
Super User
Blastoise186Super User
Super User
January 1, 2023

No worries. I can only get general/generic info, but it should be good enough.

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