We have been waiting since October 2021 to get our single phase meter upgraded to 3 phase. Multiple delays from Ovo. Engineer attended site yesterday, but hadn't been told it was a 3 phase meter install, so had to leave site. Please can OVO help, we have been waiting 4 months now.
Solved
How can I follow-up my failed 3 phase upgrade?
Best answer by Jess_OVO
Updated on 12/02/25 by Emmanuelle_OVO:
Do OVO offer 3 phase smart meters?
3 phase (aka polyphase) installations in domestic properties are few and far between, so it's a minority of meter engineers across the country that have the skills required to complete these installations. There are also some technical challenges in making sure your job is allocated to an engineer with these skills but we are just as keen as you are to have Smart available for these sites ASAP, so if you would like to take part in this beta stage release, please consider the steps below:
From the start of May 2023, if you have a single rate 3 phase meter (i.e. not Economy 7 / 2-rate etc.) we would encourage you to book a smart meter appointment as normal online or over the phone on 0330 303 5063. (Please do not attempt to book sooner than May unless you have been contacted.)
This will then go through to a specialist team who will validate that it is single rate job and that an 3 phase engineer is available in your region. If this is the case, they will re-book your appointment with the right engineer. (So please bear in mind your appointment date/time will likely change, but we'll try to keep it the same where possible.)
Unfortunately, if you have a 2-rate meter or are not in an area covered by our current crop of 3 phase skilled engineers, you will need to continue with your heritage meter. We know this will be frustrating, so we are sorry about that, we are working to expand our coverage and by you flagging your interest to us, you are helping us shape where and when that coverage develops. - thank you!
I’m so sorry to hear of the difficulty you’ve had when arranging the upgrade of your supply,
As a three phase meter installation requires a specialised engineer, it’s disappointing to hear the engineer who attended wasn’t able to complete the job. If you’d previously had the appointment confirmed, you may be eligible for a £30 compensation payment. The next best step would be to contact our Support Team to report the failed appointment and arrange a follow-up visit.
As you mention such a long wait to get this installation scheduled, you may wish to raise this as a formal complaint which would allow us to fully investigate and resolve any short-falls in service which might’ve occurred.
I’m hoping this information is helpful in getting things sorted.
Updated on 12/02/25 by Emmanuelle_OVO:
Do OVO offer 3 phase smart meters?
3 phase (aka polyphase) installations in domestic properties are few and far between, so it's a minority of meter engineers across the country that have the skills required to complete these installations. There are also some technical challenges in making sure your job is allocated to an engineer with these skills but we are just as keen as you are to have Smart available for these sites ASAP, so if you would like to take part in this beta stage release, please consider the steps below:
From the start of May 2023, if you have a single rate 3 phase meter (i.e. not Economy 7 / 2-rate etc.) we would encourage you to book a smart meter appointment as normal online or over the phone on 0330 303 5063. (Please do not attempt to book sooner than May unless you have been contacted.)
This will then go through to a specialist team who will validate that it is single rate job and that an 3 phase engineer is available in your region. If this is the case, they will re-book your appointment with the right engineer. (So please bear in mind your appointment date/time will likely change, but we'll try to keep it the same where possible.)
Unfortunately, if you have a 2-rate meter or are not in an area covered by our current crop of 3 phase skilled engineers, you will need to continue with your heritage meter. We know this will be frustrating, so we are sorry about that, we are working to expand our coverage and by you flagging your interest to us, you are helping us shape where and when that coverage develops. - thank you!
I’m so sorry to hear of the difficulty you’ve had when arranging the upgrade of your supply,
As a three phase meter installation requires a specialised engineer, it’s disappointing to hear the engineer who attended wasn’t able to complete the job. If you’d previously had the appointment confirmed, you may be eligible for a £30 compensation payment. The next best step would be to contact our Support Team to report the failed appointment and arrange a follow-up visit.
As you mention such a long wait to get this installation scheduled, you may wish to raise this as a formal complaint which would allow us to fully investigate and resolve any short-falls in service which might’ve occurred.
I’m hoping this information is helpful in getting things sorted.
Can anyone tell me how I should get a 3 phase CT meter fitted? I paid Ovo in October but am still waiting 5 months on after 3 abortive appointments. It’s been with customer complaints for over a month but SMS still have not received the 2 forms they need from Ovo. SMS will not book another appointment until they get the forms. I’m at my wits end as I needed it for our new house back in January.
Hi
I’m sorry to hear about your experience so far getting a 3 phase meter booking. My understanding is that there currently doesn’t exist a smart solution for a CT 3 phase supply. OVO can arrange a non-smart CT 3 phase meter exchange at a cost of £325.
I can’t comment on this delay specifically as I’m unaware of the context or cause of the delays and I can see you’ve mentioned this being an open complaint. You should have a dedicated complaint handler at this point, or it hasn’t been escalated to the Complaints team. If not, you can request this via our Support team.
Of course. They’re just not capable of arranging for the submission of the 2 forms SMS have requested. They won’t let me elevate it and speak to anyone else.
I can appreciate that must be frustrating,
See OVO’s complaint process here which includes the details of the Ombudsmen.
Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
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