Smart meter installation.
Below, you’ll find everything you need to know about your installation. Including what happens on the day, and answers to questions we often get asked.
What to expect during your installation
You’ll get a four-hour time slot for your engineer visit. It usually takes about 75 minutes to replace one meter, or around 100 minutes to change both gas and electricity meters.
Your power will be switched off during installation, but only for a short while. You’ll need to make sure the area is clear around your existing meter.
Once your smart meter’s up and running, you’ll be shown how it works. We can offer you some useful energy-saving tips too.
To be able to see YouTube videos, we have to ask you to accept Targeting Cookies within your
What to expect during your installation
You’ll get a four-hour time slot for your engineer visit. It usually takes about 75 minutes to replace one meter, or around 100 minutes to change both gas and electricity meters.
Your power will be switched off during installation, but only for a short while. You’ll need to make sure the area is clear around your existing meter.
Once your smart meter’s up and running, you’ll be shown how it works. We can offer you some useful energy-saving tips too.
To be able to see YouTube videos, we have to ask you to accept Targeting Cookies within your
What installation times do you offer?
Appointments are available Monday to Friday, with time slots to choose from between 8am to 12 noon, 10am to 2pm, 12 noon to 4pm, or 2pm to 6pm. These are the time slots for our engineer to arrive, not the full installation time. For example, if you choose the morning slot, the engineer might arrive around 11:30am and stay until after 12:30pm.
How do I know the engineer is from OVO?
OVO engineers wear uniforms and carry ID cards. We also partner with trusted metering companies like MDS and SMS. If a company contacts you claiming to work for OVO and you don’t recognise the name, just give us a call and we’ll check they’re legitimate. Usually, one engineer will visit, but we’ll let you know in advance if more are needed.
What to do before your smart meter installation
There are a few things you’ll need to do before and on the day of your appointment to help everything run smoothly.
Before your appointment, we’ll send you a confirmation letter or email with the details about your smart meter installation. We’ll send reminders too, so you’ll know when you need to be at home to let our engineer in.
Someone over 18 needs to be there to let our engineer in, and stay until the work’s finished. If no one’s home when they arrive, you may be charged £40. So, it’s really important that you let us know as soon as possible if no one will be in. It also means we can offer the appointment to another customer.
If you’re on the Priority Service Register (PSR) and have an agreed password for the engineer to use, please make sure you have it to hand. If you’ve forgotten it, or want to set one up, call us on 0330 303 5063, Monday to Friday, between 8am–6pm.
It’ll take about 75 minutes to replace one meter. If you’re having both gas and electricity meters replaced, please allow around 100 minutes. Your gas and electricity will be disconnected for about 30 minutes each.
Our engineer will need clear access to your current meters. So, any obstacles will have to be removed before your appointment. If your meters are in a locked room or cupboard, be sure to have keys ready on the day.
It’s best to unplug devices such as TVs, alarms, and gaming consoles during the installation.
If you have any mains-powered medical equipment, please let us know in advance. Our engineer will tell you how long the power is likely to be off for. If they are unable to switch the power off, they won't be able to complete the installation. In which case, the appointment will need to be re-scheduled.
While the installation work is happening, please keep children and pets away from the area.
A quick note on health and safety
Our engineers need to keep their shoes on for safety reasons, but they will use covers to protect your floors. If this is a problem, please let us know in advance.
What to expect on the day of your appointment
On the way
Your engineer will contact you before the installation. We’ll send a tracking link so you’ll know when they’re close.
Before the installation
The engineer will test a plug socket to make sure everything is working.
During the installation
Your engineer will replace your old meters with new smart ones. This usually takes between 75 and 100 minutes, depending on how many are being replaced.
Final checks
If you're getting a gas meter exchanged, the engineer will check your larger gas appliances to make sure the gas supply is flowing properly.
What happens once your smart meter’s been installed
Your engineer will test your smart meter to make sure it’s working correctly.
They will also:
- Offer you an In-Home Display (IHD) to monitor your energy use in real time
- Show you how to use your smart meter and IHD
- Provide tips on saving energy
- Give you a guidebook containing instructions for your specific IHD depending on whether you pay monthly or Pay As You Go
Feel free to ask your engineer any questions about your smart meter or IHD—they’re there to help.
What happens once your smart meter’s been installed
Your engineer will test your smart meter to make sure it’s working correctly.
They will also:
- Offer you an In-Home Display (IHD) to monitor your energy use in real time
- Show you how to use your smart meter and IHD
- Provide tips on saving energy
- Give you a guidebook containing instructions for your specific IHD depending on whether you pay monthly or Pay As You Go
Feel free to ask your engineer any questions about your smart meter or IHD—they’re there to help.
How your smart meter, the OVO app and In-Home Display work together
All our smart meters come with a handy device called an In-Home Display (IHD). It displays how much energy you’re using and what it’s costing you, all in real time.
Your IHD also helps you track your energy use over time – whether it’s daily, weekly, or monthly – with everything shown in £ and p, and kWh.
You’re in full control too. You can view your account online or on the OVO app and get a clear picture of your energy habits month by month.
Plus, sign up to Beyond to unlock rewards, all lined up for you on the OVO app. Terms and eligibility apply.
To be able to see YouTube videos, we have to ask you to accept Targeting Cookies within your
How your smart meter, the OVO app and In-Home Display work together
All our smart meters come with a handy device called an In-Home Display (IHD). It displays how much energy you’re using and what it’s costing you, all in real time.
Your IHD also helps you track your energy use over time – whether it’s daily, weekly, or monthly – with everything shown in £ and p, and kWh.
You’re in full control too. You can view your account online or on the OVO app and get a clear picture of your energy habits month by month.
Plus, sign up to Beyond to unlock rewards, all lined up for you on the OVO app. Terms and eligibility apply.
To be able to see YouTube videos, we have to ask you to accept Targeting Cookies within your
Need to change or cancel your appointment?
We know plans change, and you might need to move your appointment, but please try to give us at least 24 hours’ notice. Otherwise, there may be a late notice fee of £40.
Smart meter questions and answers
Your first statement based on smart meter readings will be available in up to 8 weeks. But you can log in anytime to see your home’s energy use and its cost. You can also see this information on your In-Home Display.
Yes. More frequent, half-hourly readings give you a clearer picture of your home’s energy use, which could help you spot ways to reduce it. This not only helps save your money but can help to cut carbon too.
You don’t need to. Your smart meter sends readings to us automatically. You can check them on both your In-Home Display and the meter itself. It’s simple to do - your engineer will give you a guidebook that shows you how.
Both electricity and gas smart meters need to be replaced about every 15 years. That’s slightly more often than traditional meters since the tech is more sensitive. As improvements are made across the grid, meters need to be in the best condition to make sure our energy system can work at peak performance. Don’t worry, we’ll let you know well before it's time for an upgrade.
No, smart meters must be installed by a trained and registered engineer.
If you have any problems after installation, check our troubleshooting guide for simple solutions. You can also check our full FAQs or speak to one of our friendly experts in our online chat, who’ll be happy to help.