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

If you’re due to have a smart meter installed, the first thing you need to do is book a time slot for our engineer to call at your home.

What choice of installation times do you offer?

We’ll offer you a whole range of choices for your smart meter installation – either 8am - 12noon, 10am - 2pm, 12noon - 4pm or 2pm - 6pm. This is the time slot during which the engineer will arrive, rather than the time in which the installation will be completed. So if, for example, you choose the morning slot, the engineer might arrive at 11.30am and stay until around 12.15pm.

How long does it take after booking for my smart meter installation to happen?

When you book your smart meter installation we’ll tell you all the slots that are available in your area for the next 6 weeks. You simply choose the morning or afternoon that suits you best. The available appointments could be any time over the next 6 weeks – so you might even be able to have your installation tomorrow if you booked today.

How many engineers will come to my home?

In some cases we may need to send more than one engineer to your home – if so, we’ll get in touch first to make sure that’s okay with you. 

How do I know that the engineer is from OVO?

You can tell that an engineer is from OVO, as they will be in uniform and will carry an ID card – just ask them to show it to you. If they're not in uniform and don't have ID, please don’t let them into your home.

What do I need to do to prepare for my installation?

There are a few things we need you to do before and on the day of your appointment to make sure everything runs smoothly:

  • When we send you confirmation of our visit, make a note of the date and time so you don’t forget.

  • Make sure someone over the age of 18 is available to be in the property to let our engineer in, and stay there for the whole time the installer is in your home. If there’s nobody over 18 in your home when the engineer arrives, you’ll have to pay a £30 cancellation fee.

  • Clear the area around your existing meters and move any obstructions so that the engineer can get at them easily.

  • Make sure the area around your meters is clean and tidy – the engineers have to be able to work in a safe, clean environment. If they can’t get to your meter we may need to postpone the appointment, and we might charge you for this.

  • Switch off and unplug any sensitive electrical equipment, like your TV, satellite system or alarms – but remember to switch them back on again after the installation. Some older appliances may be difficult to get going again, so please make sure you know how to get them started – for example, how to relight the pilot light in your boiler.

  • Please keep any dogs or other animals in a separate room away from the engineer during the installation.

  • Our engineers need to keep their shoes on for health and safety reasons, but they’ll use covers when they’re inside your house to stop your floors getting dirty. Please let us know in advance if this is a problem for you.

Do I need to do anything extra if I’m having a PAYG meter installed?

  • If you currently have a prepayment meter, make sure you use up any credit left in it before we take it away – otherwise you’ll need to apply for it to be refunded later.

  • If you need to transfer credit from your old meter, and you’ve topped up since you switched to OVO, let us know once your new meter is installed. However, if you last topped up before you switched to OVO, you’ll need to get in touch with your old supplier.

  • We’ll already have sent your new payment cards, so have them ready to use with your new smart meter.

What information will I get before my smart meter installation?

Before your appointment we’ll send you a confirmation letter telling you everything you need to know about your smart meter installation. We’ll also send you reminders before your installation date so you know when you (or someone else over the age of 18) will need to be in the property to let our engineer in.

How long will the installation take?

About 45 minutes for each smart meter, so that’s 90 minutes if you’re having both gas and electricity meters replaced. Your gas and electricity will both be off supply for about 20 minutes each.

Will the installation cost me anything?

Your installation is free, but if we find that a few more technical bits need doing before we can fit your meters, there may be a charge. Rest assured, we’ll let you know any charges before we carry out the work.

Will the engineer carry out checks to make sure everything’s work properly when they’ve finished?

Before and after your electricity meter is installed, the engineer will do a test with a plug socket, to check that everything is working after the installation just as it was before. If you're having a gas meter installed, the engineer will check your larger gas appliances such as boilers, cookers or gas fires to make sure your gas supply is flowing properly.

What should I do if I need to change or cancel my installation appointment?

If you need to cancel or reschedule your appointment, get in touch with us straight away. You need to give us at least 24 hours notice or you’ll have to pay a £30 cancellation fee.

Are your smart meter engineers fully qualified?

As part of the UK government’s smart meter initiative, all smart meter installers need to meet a set of national standards which are set out in the Smart Meter Installation Code of Practice. All our OVO engineers, and anyone we work with in partnership to carry out installations for us, will have the correct accreditation and training to complete your installation safely.

How can I let you know whether I’m happy with the installation and your engineers?

We’ll send you a survey once the installation is complete, so you can give us feedback on how you feel it all went.


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