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ardnabruach1
Rank 1
December 26, 2021
Solved

Why did I receive a communication about booking a smart meter appointment if you're not currently installing these in my area?

  • December 26, 2021
  • 22 replies
  • 255 views

why why and why - a National drive fir smart technology, letter from Ovo advising to book a smart meter installation yet zero intention of installing anything in my area - Highlands. discriminatory practices by another powerful and monied utility 

Best answer by Blastoise186

Updated on 10/02/23 by Emmanuelle_OVO

Hi,

That invitation was probably part of a routine campaign, but the actual compatibility checks aren’t usually able to be performed until you go to book the upgrade.

It’s actually probably a bit more complicated than you think. There are a lot of factors that have to be considered before a Smart Meter upgrade can be offered and engineer availability is just one of them. There’s also things like whether you have WAN coverage for example.

It’s also been known for the Arqiva WAN used in the Northern Territory to be less reliable than the Telefonica WAN used elsewhere, but this is not something OVO or any other supplier has any control over. It actually went out to tender a few years ago and Arqiva won the contract for the Northern Territory with their Long-Range Radio proposal (which covers all of Scotland and parts of Northern England), while Telefonica won the contracts for the Central and Southern Territories with their Cellular proposal.

Unfortunately, it’s been a pretty bumpy ride for Arqiva since then. The Arqiva WAN does work well for some people, but there’s been a huge struggle with them getting the infrastructure in place and getting the signal coverage to be stable enough. It’s preferable to block the upgrade in these cases, than to allow it to go ahead and unfairly raise your expectations of it working, when it might not.

It will be possible in time, but you’ll need to be patient until then. I’m afraid switching supplier probably won’t help either - all of them use the same Arqiva and Telefonica WAN solutions, so if your problem is no WAN coverage, then you’ll get the same issue no matter who you’re with.

 

OVO member but not got a smart meter yet? - Book today!

Meter stopped communicating with us? Fill in this Online Form

Interested but not yet an OVO member? - Check out our plans!

22 replies

Blastoise186
Super User
Blastoise186Super UserSolved
Super User
December 26, 2021

Updated on 10/02/23 by Emmanuelle_OVO

Hi,

That invitation was probably part of a routine campaign, but the actual compatibility checks aren’t usually able to be performed until you go to book the upgrade.

It’s actually probably a bit more complicated than you think. There are a lot of factors that have to be considered before a Smart Meter upgrade can be offered and engineer availability is just one of them. There’s also things like whether you have WAN coverage for example.

It’s also been known for the Arqiva WAN used in the Northern Territory to be less reliable than the Telefonica WAN used elsewhere, but this is not something OVO or any other supplier has any control over. It actually went out to tender a few years ago and Arqiva won the contract for the Northern Territory with their Long-Range Radio proposal (which covers all of Scotland and parts of Northern England), while Telefonica won the contracts for the Central and Southern Territories with their Cellular proposal.

Unfortunately, it’s been a pretty bumpy ride for Arqiva since then. The Arqiva WAN does work well for some people, but there’s been a huge struggle with them getting the infrastructure in place and getting the signal coverage to be stable enough. It’s preferable to block the upgrade in these cases, than to allow it to go ahead and unfairly raise your expectations of it working, when it might not.

It will be possible in time, but you’ll need to be patient until then. I’m afraid switching supplier probably won’t help either - all of them use the same Arqiva and Telefonica WAN solutions, so if your problem is no WAN coverage, then you’ll get the same issue no matter who you’re with.

 

OVO member but not got a smart meter yet? - Book today!

Meter stopped communicating with us? Fill in this Online Form

Interested but not yet an OVO member? - Check out our plans!

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!
    A
    Rank 1
    ardnabruach1Author
    Rank 1
    December 26, 2021

    Many thanks - just frustrating that the government is pushing it but the infrastructure is far from compatible with their desires

      G
      Newcomer
      Glynw
      Newcomer
      March 2, 2023

      Considering the amount of advice and almost coercion to have a smart meter ……

      I have found it totally impossible to arrange a date to install a smart meter on my OVO gas meter ( St Ives Cornwall), I have one on the electricity meter….

      no reason is given ,….just keep looking on website, if you have time to scroll through several pages…

      very poor service, not impressed

      and don’t get me on about direct debit……

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      March 2, 2023

      Hi @Glynw ,

      I’m afraid the self-service portal can’t be used to book a gas meter upgrade if the electric meter was already done previously. Try Live Chat via https://help.ovoenergy.com though as they can check for slots. It’s worth bearing in mind that it relies on an engineer being available and slots can book up rapidly sometimes.

      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!
      G
      Newcomer
      Glynw
      Newcomer
      March 2, 2023

      Have been on chat line …eventually got through , admittedly about the direct debit being raised by almost 100%

      The suggestion was to book meter on website…..what is so different if electricity meter was installed previously?
      and why didn’t somebody flag this up as a problem? We get both electricity and gas from OVO

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      March 2, 2023

      I think the self-service portal looks to see if there’s already a smart electric meter and/or Comms Hub present at your property. If there is, it won’t go any further because you won’t pass the required checks.

      It’s not technically a problem with the tool. It’s a case that your situation requires a manual review.

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      G
      Newcomer
      Glynw
      Newcomer
      March 2, 2023

      I find  that a strange answer, surely the whole point of having an engineer coming out is to enable both smart meters? 
      do I take it that you cannot have both gas and electricity each on a  (separate if necessary )smart meter?  !!

      it is the same supplier….

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      March 2, 2023

      Usually, both meters are upgraded together whenever possible. However, there might have been a problem during your appointment that prevented the gas meter from being upgraded. They can both be on the same Comms Hub though, that’s a piece of cake. Likewise, it’s a piece of cake to add a smart gas meter later as far as the engineer appointment and technology behind it all goes.

      Booking it in with the Support Team should get your site finished off.

      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!
      G
      Newcomer
      Glynw
      Newcomer
      March 2, 2023

      I thank you for your time and excellent advice

      wish me luck in trying to pin down OVO 

      and contacting the support team, I was number 1 in the queue today and it took about 20 minutes for them to respond 

      S
      Newcomer
      Siobhan23
      Newcomer
      March 10, 2023

      I live in a small bungalow. 3 bedroom, no heating in the rooms, two storage heaters and all the usual household appliances. I have asked for. Smart meter, but was first told that I am not eligible because there are two meters in the house and I would lose the one for heating if a smart meter was installed. I asked if it was possible for the two meters could be replaced for one and was then told yes, but there are no engineers in my area. My monthly bills are about to go up to nearly £500pm. I don't know what to do! The house is freezing just now, we have a toddler. I have to leave her bedroom door open through the night to keep her room warm. It's a private rent.

      Show more replies
      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