TL;DR
- OVO Energy installs SMETS2 smart meters free of charge under the DESNZ Smart Meter Implementation Programme. Average lead time in 2026 is 10 to 14 weeks from request.
- OVO inherited a large legacy SMETS1 estate after the 2020 SSE acquisition. Some accounts still show "smart" but operate in dumb-meter mode until DCC migration completes.
- Comms hub failures account for the majority of post-install issues. The fix is system-level via the DCC, not a re-visit from the original engineer.
- Customers can refuse a smart meter in 2026 under the Ofgem Smart Metering Special Licence Conditions consolidation 2024. Refusal does not affect supply but restricts access to time-of-use tariffs.
- Stuck installs over 12 weeks should be raised with OVO's complaints team and, after 8 weeks unresolved, the Energy Ombudsman.
Last reviewed: May 2026
OVO is one of the larger UK suppliers by domestic meter count and runs a substantial in-house engineer network. Most smart meter installs go smoothly. The supplier's complications cluster around two structural issues: the SMETS1 legacy from the SSE acquisition that completed in 2020, and the comms hub signal problem that affects all suppliers but disproportionately surfaces at OVO because of the geographic spread of the inherited SSE customer base.
For most new OVO customers the install experience matches any other major supplier.
How OVO arranges installs
Smart meter requests start in the OVO customer account or by phone. Lead times across 2025-26 have averaged 10 to 14 weeks, slightly longer than Octopus's reported average and shorter than the GB sector mean. OVO publishes a rolling install SLA on the support page.
On the day the engineer fits a SMETS2 electricity meter and gas meter (if dual-fuel), pairs the comms hub, runs a safety check, and hands over an in-home display. The install takes around 90 minutes for dual-fuel; electricity-only is closer to 45 minutes. The supply is isolated during the swap so digital appliances will lose power for a few minutes.
The engineer cannot guarantee the comms link will come up immediately. The hub must complete a WAN handshake with the Data Communications Company. In most installs this happens within an hour; in weak-signal locations it can take days or fail completely.
The SMETS1 legacy problem
OVO acquired SSE Energy Services in January 2020. The acquisition brought several million customers onto the OVO platform, a significant proportion with older SMETS1 smart meters. Those meters were smart-in-name but communicated through a now-deprecated network. Migration to the DCC under the SMETS1 Enrolment and Adoption Programme has been ongoing through 2024-26.
Customers with a migrated SMETS1 meter see no change. Their meter operates as a smart meter, transmits data to OVO, and supports time-of-use tariffs where the model allows. Customers whose meter has not yet migrated, or whose migration failed, operate effectively as dumb-meter customers. The supplier estimates consumption and bills accordingly.
The catch is visibility. The customer dashboard does not always make clear whether the meter is in full smart mode or in legacy mode. A customer who suspects their meter is in legacy mode should contact OVO and ask for the meter status to be confirmed.
Where it breaks: a legacy SMETS1 meter that has not migrated cannot serve OVO's Charge Anytime EV tariff or the time-of-use heat pump rate. The customer is restricted to the standard variable until migration completes or a SMETS2 replacement is installed.
Lead times by period
The supplier's published install SLA on the OVO help portal gives an average; the figure varies significantly by region and quarter.
| Period | OVO average lead time | Note |
|---|---|---|
| Q1 2025 | 12 weeks | Engineer leave / winter backlog |
| Q2 2025 | 9 weeks | Spring catch-up |
| Q3 2025 | 11 weeks | Summer steady state |
| Q4 2025 | 14 weeks | Heat pump install surge competes for slots |
| Q1 2026 | 13 weeks | Post-Christmas recovery |
The Q4 2025 spike reflects the autumn heat pump install rush, where many customers booked combined heat pump and smart meter work. The meter slots got squeezed. Customers who can wait until spring usually get a shorter queue.
Comms hub failures and the fix
The comms hub sits on top of the electricity meter and communicates with the DCC over a cellular network. The hub uses one of three regional contracted networks: Telefonica in the Northern region, EE in the Central region, and Arqiva in the Southern region. If the local signal on the contracted network is weak, the hub will not transmit.
In practice, 4 to 6% of OVO installs (consistent with the GB sector rate published by DESNZ in Q4 2025 statistics) end up with comms issues at first attempt. The fix is normally remote: OVO arranges a hub firmware update or a network band switch through the DCC. In a small number of cases the hub itself needs to be replaced.
The customer-visible signal is missed half-hourly readings on the OVO app for two or more consecutive days. Customers should raise the issue with OVO directly; the engineer who installed the meter typically cannot resolve a comms issue.
Submission of manual meter readings keeps billing accurate while the comms link is being fixed. The OVO app accepts manual reads even from smart meters.
IHD pairing and the device lifecycle
The in-home display (IHD) is a device that pairs wirelessly with the meter and shows real-time consumption. It is a convenience item; readings are stored in the meter regardless of whether the IHD is working. A blank IHD does not mean the meter has failed.
IHDs from the 2018-2021 SMETS2 first wave used a different display generation than current units. Some have failed at the battery or display level. OVO replaces failed IHDs free on request through the customer account. Lead time for replacement IHDs is 2 to 4 weeks; the device is mailed and pairs with the meter automatically after a button press sequence.
The catch with IHDs is that pairing can drift over months of use. The display can stop showing live data, sometimes for weeks at a time, then resume. The underlying meter is unaffected. OVO publishes a pairing reset guide on the support pages.
Refusal rights
Customers can refuse a smart meter installation in 2026. The Ofgem 2024 Smart Metering Special Licence Conditions consolidation makes this explicit. OVO cannot disconnect, threaten, or charge a penalty for refusal alone.
OVO can decline to offer specific tariffs without a smart meter. The supplier's Charge Anytime EV tariff and the heat pump time-of-use rate both require half-hourly settlement. Customers who refuse a smart meter are restricted to the standard variable or fixed tariffs without time-of-use bands.
Refusal does not affect the customer's right to switch supplier later. The refusal is supplier-specific; another supplier can offer to install if the customer changes their mind.
When an install stalls
If a smart meter install request has been outstanding for more than 12 weeks without confirmation, the customer can raise a formal complaint through the OVO support team. The complaint route is described on the OVO help pages and triggers the 8-week clock toward Energy Ombudsman eligibility.
Common stalling reasons include: the property type not matching the standard install spec (older flats, properties with multiple meters), engineer capacity in the region, and DCC backlog for SMETS1 migration. OVO can usually identify which category applies and provide a revised timeline.
Customers who do not get a satisfactory response after 8 weeks of complaint correspondence can escalate to the Energy Ombudsman, which can direct OVO to complete the install and award compensation for inconvenience. Compensation in these cases typically ranges from £50 to £150 depending on the duration of delay and customer-side cost.
The SMETS1 enrolment story at OVO
OVO inherited a large SMETS1 estate from the 2020 SSE acquisition. SMETS1 meters use a different communication infrastructure than SMETS2 and require migration to the Data Communications Company under the SMETS1 Enrolment and Adoption Programme (SEAP). The programme has been running since 2020 and is scheduled to complete in 2027.
For OVO customers with a SMETS1 meter, the timeline depends on the original supplier (SSE customers transferred to OVO have a known migration schedule), the meter model (some models migrate faster), and the regional comms network (Telefonica, EE, or Arqiva).
The Q4 2025 DESNZ statistics show approximately 4.2 million SMETS1 meters across GB still awaiting migration. OVO's share of that backlog is around 700,000 meters. The supplier's published target is to complete migration by end-2026, ahead of the SEAP deadline.
For the customer-visible experience, a successfully migrated SMETS1 meter operates as a smart meter: half-hourly readings flow to the supplier, the customer can take time-of-use tariffs, and the in-home display works. A non-migrated SMETS1 meter operates as a dumb meter: estimated readings, no time-of-use, no IHD live data.
Customers concerned about their meter status should contact OVO and request a confirmation. The supplier can usually identify the meter type, the migration status, and the expected timeline. Customers on the Charge Anytime EV tariff or other time-of-use products depend on a migrated meter; non-migration is a blocker.
One practical tip that prevents most install-day frustration
Take a meter photo the night before. Two reasons. First, the engineer needs the opening reading to set up the new meter correctly; a clear timestamped photo on the customer's phone resolves any later dispute about the transfer reading. Second, if the install completes but the comms link fails, the customer has an undisputed reference point for manual reading submissions in the days that follow. Most installs go smoothly, but the small fraction that produce billing disputes downstream are almost always cases where no opening reading was independently captured.
Editorial disclaimer. Kaeltripton is an independent UK finance publisher. This article is general information for UK adults making their own decisions, not regulated financial advice. Smart meter rules, lead times, and supplier obligations change. Figures reflect OVO, Ofgem, and DESNZ publications dated before the last-reviewed date at the top of this page. For complaints, refunds, or vulnerable-customer protection the formal route runs through the supplier first and then the Energy Ombudsman.
FAQ
Does OVO charge for the smart meter install?
No. The install is free under the DESNZ Smart Meter Implementation Programme.
How can a customer check whether a SMETS1 meter has migrated?
Check the meter status on the OVO customer dashboard. If readings are showing as half-hourly and the dashboard displays real-time consumption, the migration is complete. If not, contact OVO and request a status confirmation.
What happens when a comms hub keeps failing?
Raise the issue with OVO. The fix is typically a remote firmware update or hub replacement arranged through the DCC. The customer is not charged for repair work.
Are smart meters available at Park Homes or houseboats?
Yes, but installs at non-standard accommodation require additional planning. OVO handles these on a case-by-case basis with a longer lead time.
Is a working IHD required to use a smart meter?
No. The meter records readings regardless of whether the IHD is paired or working. The IHD is a separate convenience device.
Does the in-home display use battery or mains power?
OVO's standard IHD runs on mains power with a small backup battery. Mains-disconnect events (such as power cuts) cause the display to switch to battery for a few hours.