Skip to content
English
Go to helpthemove.co.uk
  • There are no suggestions because the search field is empty.

Smart Meter Installations - FAQs

What is a smart meter?

A smart meter is a digital gas or electricity meter that automatically transmits usage data to your energy supplier, enabling precise and up-to-date billing without the need for manual readings.

Why consider a smart meter?

Manual readings are eliminated, ensuring all parties benefit from enhanced billing accuracy. A smart meter can also be remotely changed between prepayment and credit modes as required.

How do smart meters work?

The smart meter records energy consumption for both gas and electricity, securely transmitting this information directly to the energy supplier at least once per month and to the in-home display in near real time. Readings are communicated via a dedicated, secure data network designed exclusively for smart meters, operating independently of the internet in the same way as other secure wireless systems.

How much will it cost for a smart meter to be installed?

There is no installation fee for a smart meter through Helpthemove or OVO.

Is broadband required in the property for a smart meter to function?

No, a broadband connection is not necessary. Smart meters operate using a specialist wireless network that is entirely separate from the property’s WiFi. The smart meter and the in-home display communicate securely via a dedicated national system, similar to how devices like car remotes or televisions use radio waves, ensuring robust connectivity without relying on internet access.

 

What happens if there is debt already on the meter?

Following installation, any outstanding debt on the meter will be cleared, and the new smart meter will be set to operate in credit mode.

When will an engineer be booked to install the smart meter(s)?

Once your property and meters are active with OVO and your account is established, OVO will schedule an installation appointment. Full details of the booking will be provided to you in advance.

What are the main reasons why an engineer may not attend an appointment?

  • The engineer was required to respond to an emergency the previous night. For health and safety reasons, all appointments scheduled for the following day must then be rearranged.
  • The engineer was delayed by prior appointments and was unable to attend the next scheduled visit.
  • The engineer was unable to access the location of the electricity or gas meter(s), such as when meters are within locked communal areas.
  • Additional equipment, such as ladders, was necessary but unavailable on the scheduled date, preventing completion of the job.
  • Technical issues with the existing meter(s) required equipment not present at the appointment.

If an appointment cannot go ahead, every effort will be made to arrange an alternative time as soon as possible. If you are aware of any potential access issues at the property, such as locked cupboards or high-installed meters, please inform Helpthemove or OVO in advance to help avoid delays.

 

If an OVO engineer could not attend the appointment, what happens next?

The OVO Smart Meter Team will reach out to you directly to arrange a new appointment at your earliest convenience.

Who do I contact when there is an issue surrounding the engineer appointment?

Helpthemove customers benefit from multiple points of contact for smart meter support. For assistance, you can reach Derek Beswick at 0161 399 6024 or derek@helpthemove.co.uk, your dedicated Account Manager within Helpthemove, or the Helpthemove Customer Service Team at 0161 399 0247 or support@helpthemove.co.uk. For additional support, you may also email partnership.smartvoids@ovo.com.

What does it mean if the smart meter is showing ‘Dumb Mode’?

In this mode, the meter does not provide its typical smart functionality and operates like a standard traditional meter. As a result, it will not automatically transmit meter readings to your energy supplier—these readings will need to be submitted manually.

What does the in-house display unit provide?

The in-house display (IHD) provides real-time insights into your electricity and gas usage. Depending on whether your meter is set to credit or prepay mode, the IHD may present different information.

In credit mode, the IHD can show:

  • Current time
  • Battery status
  • Signal strength
  • Daily, weekly, or monthly electricity and gas consumption
  • Energy use displayed in kilowatt hours (kWh) and in pounds and pence
  • Historic consumption data for up to 13 months
  • Visual usage indicators (such as green for low, amber for medium, or red for high usage), depending on your device

In prepay mode, the IHD typically displays:

  • Smart meter credit balance
  • Low credit warnings
  • Emergency credit balance (if enabled)
  • Any outstanding debt

Will the new meter receive the complimentary standing charge and void energy credit as provided by OVO through Helpthemove? 

All new meter installations are set to credit mode, so top-ups are not required. Any credit related to your agreement with Helpthemove will be automatically deducted from your OVO energy bills.