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Your smart meter installation guide

Coronavirus update: We are now taking bookings for smart meter appointments again – with strict safety measures in place. We can only carry out appointments where it’s safe to do so. This means we still won’t be carrying out non-emergency appointments in homes where anyone is at high risk or in a shielding group. We install smart meters because they help you to manage your energy better. Smart meters send readings automatically, so you get more accurate bills, and a clearer understanding of how you’re using energy.

Hopefully by now you’ve already realised why it’s a great idea to get yourself a smart meter. So here’s what happens next. 

Introducing everything you need to know about getting a smart meter installed in your home.

Before your smart meter installation

If you haven’t yet, your first move will be to book a free smart meter appointment via your online account. You can choose a slot to suit you, within the next 8 weeks. Just log in, then pick a time and date that’s available.

Next, check your email for a quick confirmation from us, plus some more info. We’ll also get in touch nearer the time to remind you. And we’ll call too, to check it’s ok for us to visit – so remember to give us your mobile number when you book.

If you have to cancel or reschedule, just let us know. We usually need 24 hours notice, otherwise there’s a £30 cancellation fee.

Read more about how to get a smart meter

Before your engineer arrives:

  • Make sure someone’s home for the entirety of the installation visit (and they’ll need to be over the age of 18) 

  • Clear the area around your existing meters so they’re free from clutter

  • Switch off and unplug sensitive electrical equipment, like your TV, satellite system, or alarms

  • Put any dogs or other animals in a separate room

  • Allow about 60 minutes for one smart meter set up, and 90 minutes for both gas and electricity

 

During your smart meter installation

Here’s a quick rundown of what to do and expect on the day of your smart meter installation.

  • Make sure you’re home to let our engineer in

  • Your engineer is fully accredited and trained, and you can ask to see their ID card to confirm who they are. If you are on the Priority Services Register (PSR) you can also agree a password ahead of the visit, for the engineer to confirm. Call 03303035063 with any questions.

  • For health and safety reasons, our engineers need to keep their shoes on, but they’ll use covers to stop your floors getting dirty

  • Your gas and electricity will each be off for about 20 minutes

  • Once set up, your engineer will test your smart meter and then explain what the system does, how to use it, and answer any questions

  • They’ll also point you to our online guide, where you can learn more about your smart meter and get some energy-saving tips

 

Smart Meter Installation troubleshooting

Our engineers sometimes face one or two issues during the installation process. Here’s a heads-up on some of the most common problems, so you can tackle them before they might arise:

Lack of space

Smart meters can be a different size to older meters – so it’s important to clear the space around your other meters for easy access. Check out your meter dimensions below to make sure you’ve got enough room. 

  • Electricity smart meter: W 130mm H 217mm D 63mm
  • Gas smart meter: W 235mm H 262mm D 167mm

If there’s a need to move your existing meter(s), sadly this isn’t covered by your smart meter installation, and it’ll need to be arranged separately. Speak to your local Distribution Network Operator (DNO) or the National Grid.

Lack of access

If your meter’s in a locked/communal room or cupboard, make sure to organise keys beforehand, so we can get in. 

 

After your smart meter installation

Once installed, your smart meter should start working right away!

  • It’ll begin clocking your energy immediately and sending regular meter readings

  • Use your In-Home Display (IHD) to instantly keep an eye on your daily, weekly, or monthly energy use

  • You’ll also be able to use it to keep tabs on cost and kilowatt-hours

  • It can take up to 6-8 weeks before you get your first statement based on readings from your smart meter – but log in to your online account any time, to see exactly how much energy you’ve used and what it’s costing you

  • Our smart meters are usually certified for 10 years – so we’ll be in touch to check on or replace your meter when it’s time to update it

 

Technical troubleshooting

Technology’s great when it works, right? But just like everything else, smart meters can sometimes have issues from time to time. Don’t worry, because usually they’re easily fixed.

Here are some of the most common problems:

In-Home Display Smart Meter errors

  • No WAN

‘No WAN’ means your smart meter isn’t able to communicate and send readings to OVO. The WAN (short for Wider Area Network) can vary, in the same way, that mobile phones can drop in and out of signal. If there’s no WAN , we won’t get your meter readings automatically – so you’ll need to give us them through your online account.

  • Intermittent WAN

This means that your smart meter is somewhere with a weak mobile signal, and its connection to OVO is dropping in and out. 

Just like ‘no WAN’, it means we won’t get your meter readings remotely, so you’ll need to give them to us via your online account

  • No HAN

HAN (Home Area Network) is a short-range wireless network that communicates with your smart meter and devices.

If there’s ‘no HAN’, your gas smart meter won’t communicate with your electricity smart meter, so we won’t get your meter readings automatically. Again, just like ‘no WAN’, you’ll need to give them to us the old way, through your online account.

To fix any of these issues, we might be able to give you a device like a Smart Relay – which can fix the issue in certain circumstances.

If not, we’ll send you a quick survey to complete. Your answers will help us work out what’s causing the problem and how to fix it.

 

Choose an award-winning smart meter experience

When you get an OVO smart meter installed, you’re guaranteed a good experience. That’s because the 2020 Uswitch Energy Awards rated us Best Energy Supplier in 5 categories, including Best Smart Meter Experience. 

We also scored 5 stars out of 5 in Uswitch's latest survey of 17,000 households in the UK.

Here's what some of our members have been saying about their installation experience:

"Operative was very friendly and helpful, provided good advice and information on the smart meter and how it operates. Satisfied with the quality of the visit today."
Jade D.

"The engineer went above and beyond today, as he noticed my gas cooker was dangerous. He disconnected and capped it off for me, also leaving me with a brand new hot plate to use whilst waiting for a new cooker."
Eve M.

Got any further questions? Visit our dedicated Smart Meters FAQ page

Remind yourself of the benefits of smart meters and why you should get one.

Want a smart meter, but not yet with OVO? Find out more about how to compare energy suppliers. Plus, check out our lowest rate energy plan powered by a smart meter, Better Smart

 

Coronavirus update 

Read important information regarding smart meters here.

Related FAQs

What do I need to do before my smart meter installation?

Coronavirus update: We are now taking bookings for smart meter appointments again – with strict safety measures in place. We can only carry out appointments where it’s safe to do so. This means we still won’t be carrying out non-emergency appointments in homes where anyone is at high risk or in a shielding group. We install smart meters because they help you to manage your energy better. Smart meters send readings automatically, so you get more accurate bills, and a clearer understanding of how you’re using energy.

Smart meter troubleshooting

Discover what to do if your smart meter isn’t working as it should.

In-home displays

Find out what one is – and how it can help you manage your energy better.

Smart Relay device

Discover what one is and how to install it.

Smart Metering Installation Code of Practice

The Smart Metering Installation Code of Practice (SMICoP) is a set of rules and standards to be followed when installing a new smart meter.

After your smart meter installation

Now you’ve got your brand new smart meter, find out everything from how to read its screen to what ‘no HAN’ means.

In-Home Display troubleshooting

Discover all sorts of information about your IHD – from how to switch it on to learning what all the buttons do.

Are smart meters safe?

Let’s put your mind at ease about smart meters and your health, data and privacy.

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