My OVO energy

Updated on 20/01/25 by Emmanuelle_OVO: If you’re a pay as you go customer whose vulnerable or relies on your supply for mains powered electrical equipment (supply critical customers) & we’ve been trying to reach you it may be because you’ve not topped up in a while & might be without power. If we aren’t able to get in touch we will send a visitor (after 72 hours of being off supply) to check in and talk about how we can help. ​​​​​​ We also want you to know that if you can’t afford to top up, we’re here to help. Don’t worry if this doesn’t apply to you – we just want to make sure that anyone who needs support gets it quickly. These topics may be helpful: Quick hints and tricks to see if you can get back on supply yourself! - Is my gas supply actually off? & Is my electricity supply actually off? Click on the link for Pay As You Go Smart Meter off supply? Pay As You Go Smart Meter with top up issues? Need financial support or questions about your debt balance? Get advice here Help and Support I can’t afford to top up or pay for my energy. What can I do? There are steps you can take if you’re not able to pay for your energy: You can activate the emergency credit on your meter. If your emergency credit runs out, get in touch via one of the ways below. We can take you through the different options, for example borrowing credit that you can pay back over time. You can always talk to us if you’re worried or struggling to pay for your energy. We’ve supported lots of people in similar situations and we can help you, too. Chat with us here . Just click the blue chat icon at the bottom right of your screen. Or call us on 0330 175 9669. Not sure how to activate the emergency credit on your smart meter? Check out our topic hub with guides on how to do this for your meter type: How will I pay my debt back on a meter in Pay As You Go mode? We’ll put the debt onto your meter and set the amount you pay back at an affordable daily rate. This is called your daily repayment rate. We’ll base it on what you have already told us about you and your home. Once we’ve loaded the debt to your meter, your daily charges will be calculated by: The amount of energy you’ve used Our daily standing charge The daily debt repayment rate Any top-ups you make will be added to your meter balance. Please make sure your meter has enough credit on it to cover standing charges and debt repayments, even while you’re away and not using energy. Or, you might come back to find your credit has run out and your supply has stopped working. You can avoid this by getting our OVO Energy Top-up app (you can download it from the Apple App Store or Google Play ) and opting into low balance notifications to avoid running out of credit, even when you’re not home. How to get in touch about my OVO Pay As You Go account The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday. Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm. If there’s an emergency with your meter You can chat with us here . Just click the blue chat icon at the bottom right of your screen. Or call the OVO PAYG Team on 0330 175 9669 – we can help. If you’re not sure Pay As You Go is right for you, and are interested in switching to pay monthly you can contact the Pay As You Go Support Team . If you or anyone in your household is vulnerable, or just needs a little extra assistance at a difficult time in your lives, our Priority Services Register is a free support service you might find useful. Got a question about your Pay As You Go energy use, top-ups, keys, cards, or anything else? Why not see if you can find the answers in our dedicated PAYG Forum category . There are also tons of helpful resources and information available on our OVO Help pages . Struggling with your energy bills? Our Support Package might be helpful to you.

The good news is that you’re able to complete many tasks related to your energy account using your online account or app s o, most of the time, you don't need to get in touch. Here's what you can do online and in the app, or scroll down for the best ways to get in touch if you do need to speak to us. Using your online account and App (Pay Monthly customers) Most of your account actions, like managing your Direct Debit, submitting reads, changing your tariff, and more, can be done via your online account or app . You can find instructions for using our online services in this tutorial: Using your App (Pay As You Go customers) Pay As You Go customers who have smart meters can top up using the OVO Energy Top Up App, and those with traditional meters can top up at a PayPoint. You can view our Pay As You Go Topic Hub here: How to contact OVO Our Help Centre has lots of articles, tutorials and FAQs that will help you manage your account in the best way possible. However, we understand that sometimes you’ll need to contact us. All contact methods, expected response times and opening hours can be found in the Help Centre. Generally, webchat is the fastest way to get in touch. Protecting your data is essential to safeguarding your privacy, preventing fraud, and ensuring compliance with UK regulations – giving you peace of mind that your information is handled securely and responsibly. If you do contact us we’ll need you to pass data protection and security checks to make sure that we’re communicating with the account holder. Here’s some info that should help you prepare in advance: Webchat If you select ‘chat with us’ at the bottom of the Help Centre page you’ll need to have personal info to hand, like your email address, home address and postcode. After this you’ll be passed through to one of our advisors. They might also ask you some further security questions. Email Our email address is hello@ovoenergy.com For security we ask you to email us from the email address linked to your OVO account If you email us from an address that’s not linked to your account, we’ll need you to answer some additional security questions, and you’ll receive an automated reply. Please remember never to email us over any sensitive information such as your bank details If you want to change the email address linked to your OVO account, you can do so by logging into your o nline Account or a pp , and clicking ‘Account’, then ‘Update your contact details’. WhatsApp You can WhatsApp us on 0330 175 9695 The advisor will ask you a few security questions, such as your email address, home address and postcode, so make sure you have these to hand. Social Media You can private message us on Facebook or on X or Instagram with the handle @OVOEnergy Again, you’ll need to answer security questions, including your full name if you use a different name on social media to the one on your OVO account. Please remember not to post your personal information in public posts on any of these platforms. Call us Our Pay Monthly number can be found in the Help Centre , and our Pay As You Go contact number can be found here. If you call us, we recommend calling from the phone number linked to your OVO account When you get through to an advisor they’ll need to ask you a few security questions before they can discuss your account We can only speak to the main account holder, any named financially liable contacts, or someone with Power Of Attorney. You can’t call on behalf of the account holder unless you’re named on the account in this way, unless you’re with them so they can pass security with us. If you’re calling on behalf of the account holder, and you’re not named on the account, make sure you call us when you’re with them. We’ll need to ask them some security questions and get their permission to speak to you. We can also discuss with both of you whether to name you on the account as financially liable. The only way you can speak to us on behalf of the account holder without their initial permission or being named as financially liable, is if you are named on the account as having Power of Attorney. You can send the Power of Attorney (POA) documentation to hello@ovoenergy.com to be set up on an account in this way. Need support with anything from meter reading to gas safety checks? We’re here to help. Our Priority Service Register is for anyone who’s vulnerable, or needs a little extra assistance at a difficult time in their life. If you don’t answer our Data Protection security questions Our Advisors won’t be able to answer your query, either verbally or in writing, or even access the account in question. If you’re the account holder, or you're registered to be able to discuss the account on behalf of the account holder , you’ll need to answer the security questions. If you’re not the account holder, or are not named on the account as POA or financially liable, you’ll need to call us when you’re with the account holder, even if you can answer the security questions yourself. Thanks, The OVO Team

There are various occasions where you may be contacted by a Debt Collection Agency regarding an energy debt that you do not believe you owe. This article is about when and why it might happen to you, and what you need to do if/when it does happen to you. Most of this is based on personal experience - In the last few years I have had to deal with multiple Debt Collection agencies during a very long running 'Final Billing' dispute.(The old supplier was persistent and would instruct another as soon as I had seen one off, even after the Energy Ombudsman had ruled their billing invalid. That dispute is now over - the supplier involved finally accepted the Ombudsman Ruling).Some parts are based on earlier experiences and observation of other disputes. Since I started sharing this advice many people have thanked me - because this advice does work. So I have collected various previous posts together to make this article. So let’s get started on dealing with the letters that you may be getting- Often these letters arise from the process of moving home, particularly for rented housing.Some disputes arise about bills due at your previous property after you left, some about bills due at your current property before you moved in. There is advice here about what you need to do when moving home to help avoid those problems happening: However even when you have done things correctly the person after you or before you may not have done it right - and so you may still find yourself being contacted by a debt collection agency after a home move. You may find that you are getting Debt Collection letters addressed to you by name, or to a previous tenant/owner by name, or just to ‘The Occupier’.(Occasionally you may get one addressed to the landlord, for a bill while the property was between tenants, but you can just pass that to the LL). If there is no home move involved then you may have a billing dispute with your supplier. There are two Important Facts that you need to realise about a Debt Collection Agency: Firstly :- The Debt Collection Agency are NOT your energy supplier. Complaining to your energy supplier about a Debt Collection Agency will NOT stop that Debt Collection Agency from contacting you demanding payments. You need to deal with the Debt Collection Agency yourself if you want to stop them contacting you. Secondly :- The Debt Collection Agency are not interested at all how the alleged debt is said to have arisen.They are not negotiators, they are not mediators, they are not adjudicators, they are not there to help you do anything other than pay them money.Their job is simply to try and collect what someone has told them is an outstanding debt. Nothing more than that. Once you take those two simple facts onboard then you will have much more success in dealing with them. Don't make the mistake of thinking that the Debt Collectors and the Supplier are working together, they are not and each is doing their own thing. How to deal with a Debt Collection Agency depends on what type of letter you have received from them, and on the circumstances. Click these links for how to reply to the letters that you may get from a Debt Collector: 1. Letter addressed to ‘The Occupier’ about a debt at your current property 2. Letter addressed to another person by name about a debt at your current property 3. Letter addressed to you by name about a debt at a property that you have now left 4. Letter addressed to you by name about a debt at your current property (see also #5) How to reply in more specific circumstances: 5. Letter to you about a debt but you are already disputing that debt with the supplier

What are crossed meters? All meters have either a Meter Point Administration Number (MPAN) or a Meter Point Reference Number (MPRN). These are recorded on the National Databases, where all UK energy supplies are listed. Sometimes, a meter is linked to the incorrect MPAN or MPRN on the database. This is called a crossed meter. It often happens in flats where meters for different properties are next to each other. When this happens the meters will sometimes be incorrectly recorded on the National Database under the wrong address. There are two types of crossed meters: Physical - this is where the energy supplier is billing the wrong meter, but the customer is sending meter reads from the correct meter. This can often be the case for new-build houses and developments. Administrative - this is where the energy supplier is billing the correct meter, but the customer has been reading the wrong meter. Usually this happens in flats where the meters are in a communal area and may have been labelled incorrectly. What should I do if I think I have crossed meters? If you notice that the meter details and readings on your bill don’t match the meter that you think is yours, or you notice that your meter isn’t clocking when you think it should be, then you may have crossed meters. You’ll need to get in touch with our Support Team who’ll take a look to understand what’s happened. Before contacting them it will be helpful if you have some or all of the following information to hand: Your full address and postcode Your Meter Point Administration Number (MPAN) or Meter Point Reference Number (MPRN). Info on how to find this is shown here on our website and in this Forum topic Your Meter Serial Number (MSN) which can be found on the front of the meter. It's normally nine to 12 digits long, and is often above or below the barcode. If you’re contacting Support via Live Chat, Whatsapp or email, then you’ll need to send a photo of your meter if possible. Our Support Team will need photos of all meters concerned. If your meter isn’t in a communal area then it isn’t physically crossed, and we’ll treat it as administrative. If your meter is in a communal area then we’ll need you to carry out some tests to check which meter is yours. This will be a ‘kettle test’ for electricity, and a ‘burns test’ for gas. How to complete a kettle test (electricity) Take a reading from the meter you think is yours (take a photo of the meter clearly showing the Meter Serial Number and reading) Use as much electricity as possible for 15 mins eg boil your kettle three or four times, turn on the TV and all appliances and lights, use your hairdryer etc Check if your meter’s clocked some electricity usage (boiling a kettle once normally uses 1kwh of electricity). Take a second photo of the reading. If your meter hasn’t clocked any electricity use, then the usage may have been clocked on a neighbouring meter If the test doesn’t give us a clear answer then our Support Team will book a free ‘fuse-finder’ appointment for an engineer to come and locate the correct meter. How to complete a burns test (gas) Turn off all gas appliances Check that the meter has stopped clocking Take a reading from the meter you think is yours (take a photo of the meter clearly showing the Meter Serial Number and reading) Turn on your gas appliances - use as much gas as you can for 15 minutes eg light all hobs, run a hot shower, put the heating on etc Check if the meter has clocked usage and take a photo of the reading Turn off your gas appliances for 15 minutes Check that the meter has stopped clocking again and take a photo of the meter reading If the meter stops and starts clocking as expected then we’ll know that the meter supplies your home. If the meter doesn’t stop and start clocking as expected then it may be crossed. If your meters are in a communal area then you may need to take photos of the neighbouring meters during the test to show which meter has clocked and stopped clocking as expected. If it turns out you have ‘crossed meters’, don’t worry - we’ll handle everything for you and start the process of fixing the problem. Your bills will be put on hold and we’ll amend the billing of your account. To do this we may need to work with another Energy Supplier and/or the National Databases, so can take a bit of time to fix. We’ll keep in touch with you throughout the process and will keep you informed of any updates. Thanks, The OVO Team

Updated on 20/01/25 by Emmanuelle_OVO: If you’re a pay as you go customer whose vulnerable or relies on your supply for mains powered electrical equipment (supply critical customers) & we’ve been trying to reach you it may be because you’ve not topped up in a while & might be without power. If we aren’t able to get in touch we will send a visitor (after 72 hours of being off supply) to check in and talk about how we can help. ​​​​​​ We also want you to know that if you can’t afford to top up, we’re here to help. Don’t worry if this doesn’t apply to you – we just want to make sure that anyone who needs support gets it quickly. These topics may be helpful: Quick hints and tricks to see if you can get back on supply yourself! - Is my gas supply actually off? & Is my electricity supply actually off? Click on the link for Pay As You Go Smart Meter off supply? Pay As You Go Smart Meter with top up issues? Need financial support or questions about your debt balance? Get advice here Check out our video tutorial series: Pay As You Go - Your Topic Hub See this list of topics and guides, all to do with OVO Pay As You Go. Click on the link to open the one you need! Pay As You Go topic guides Quick hints and tricks to see if you can get back on supply yourself! - Is my gas supply actually off? & Is my electricity supply actually off? Click on the link for Pay As You Go Smart Meter off supply? Pay As You Go Smart Meter with top up issues? Need financial support or questions about your debt balance? Get advice here Click here if you have Issues with your Pay As You Go Smart meter or In Home Display? How to tell why there’s no electricity or gas in your home Have you lost your top up key or card and need a new one? Only have gas for heating? Here’s how to check the meter is working as it should Not topped up for a while? Here’s some advice for traditional meters Did you know your traditional top up electricity meter has a ‘fail safe’ mode? How to re-enable your supply: How to access emergency credit: How to top up your meter: Useful links: OVO Help Pay As You Go For OVO Pay As You Go customers with a smart meter, here’s the online top up portal page . For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Android. For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Apple. How to get in contact about my OVO Pay As You Go account The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday. Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm. Got a question about your Pay As You Go energy use, top-ups, keys, cards, or anything else? Why not see if you can find the answers in our dedicated PAYG Forum category . There are also tons of helpful resources and information available on our OVO Help pages . If you or anyone in your household is vulnerable, or just needs a little extra assistance at a difficult time in your lives, our Priority Services Register is a free support service you might find useful. Struggling with your energy bills? Our Customer Support Package might be helpful to you.

As the colder months approach, the importance of having warm and welcoming spaces available for everyone grows. Whether it’s the need for a safe, cosy environment to escape the cold or a place to connect with others and feel a sense of community, the network of warm welcome spaces is there to help. What are warm welcome spaces? Our partners at ‘The Warm Welcome campaign’ bring together a network of designated spaces where individuals or families can come to seek warmth, comfort and community. Last winter, Warm Welcome Spaces hosted two million visits across 4,000 spaces. Where can you find them? They’ve partnered with several local venues to provide warm welcome spaces. These include: Local libraries Community centers Church halls Schools (specified hours) Charities To find a space near you, please visit the Warm Welcome Spaces directory . The directory also includes opening hours. What can you expect? Each space offers a variety of facilities to make sure time spent there is comfortable. Some of the facilities provided include: Heating facilities Hot drinksSeating areas Free Wi-Fi Activities and events Information and support services Staff and volunteers will provide an inclusive environment and will welcome you. Want to get involved? The Warm Welcome campaign thrives with the help of community volunteers. If you’re interested in volunteering your time to support these local spaces, here’s how you can get involved: Sign up as a volunteer in a space near you Donate supplies (blankets, books, non perishable food) Participate in fundraising or donate Details on how to get involved can be found on their website. Want to find out more? You can find out more about the campaign on the Warm Welcome Spaces website . Or if you have any questions for the forum team please post below and we’ll do our best to answer them. Need any extra support? The forum topic below might be helpful:

Updated on 20/01/25 by Emmanuelle_OVO: If you’re a pay as you go customer whose vulnerable or relies on your supply for mains powered electrical equipment (supply critical customers) & we’ve been trying to reach you it may be because you’ve not topped up in a while & might be without power. If we aren’t able to get in touch we will send a visitor (after 72 hours of being off supply) to check in and talk about how we can help. ​​​​​​ We also want you to know that if you can’t afford to top up, we’re here to help. Don’t worry if this doesn’t apply to you – we just want to make sure that anyone who needs support gets it quickly. These topics may be helpful: Quick hints and tricks to see if you can get back on supply yourself! - Is my gas supply actually off? & Is my electricity supply actually off? Click on the link for Pay As You Go Smart Meter off supply? Pay As You Go Smart Meter with top up issues? Need financial support or questions about your debt balance? Get advice here Sometimes it might look like your gas supply isn’t on, even if you’ve just topped up. There are a number of reasons why it can seem like your supply isn’t on even when it is, here are a few ways to fix some of those yourself. Traditional PAYG Gas Meters My key/card isn’t working – what should I do? We recommend taking the key/card out of the meter and wiping the chip with a clean, dry cloth. If you re-insert it in the meter and it still doesn’t work, please get in touch with us and we can send you a replacement. Is your meter showing an ‘error code’ when you insert your key/card? Or was there an error code when the shop assistant popped your key or card in a PayPoint terminal? If so, write the error code down and compare it to the list of codes we’ve listed in our guide on error codes here . Credit on the meter with ‘OFF’ displayed on screen but no supply (e.g £10.00 OFF) If you’ve got credit on the meter but the meter still shows ‘OFF’ on screen, you’ll need to do the following: 1. Turn off all gas appliances, including your boiler 2. Insert your top up card 3. The display should show “Hold A for Gas” 4. Press and hold the A button. The meter will start “Valve Check” If none of these steps helps resolve your issue, you may need to reach out to our support team. Details on how to do this can be found at the bottom of this topic. Credit on the meter with ‘ON’ displayed on screen but no supply (e.g. £10.00 ON) If your meter shows ‘ON’ then the gas valve is open. This means the issue isn’t with your meter. Here are some things to check: - If you have a gas cooker, check if gas is coming through. If it is, then it means the fault is with your boiler. - If you only have a boiler, try resetting the boiler by turning it off and on at the wall or on the boiler itself. If the problem continues then you may need to arrange for an independent gas engineer to take a look at your boiler. If you smell gas or have no/low gas pressure going to your appliances then contact National Grid Gas Emergencies on 0800 111 999. Smart PAYG Gas Meters My Top Up isn’t showing on the meter If you’ve made a payment to top up your meter there will be a 20 digit number on your receipt. It’ll usually start with the following 2 numbers 74/73/36/32/17. You can manually enter this into either your meter or In Home Display. Instructions may differ based on your meter type, you can find your meter on our dedicated topic here with a video for each meter type. There’s credit on the meter but no supply If there’s credit on the meter but the supply is off, the meter may need to be re-enabled. Follow the steps below to check: 1. If the meter is showing an ‘ X ’ then your meter needs to be re-enabled. 2. Turn off all gas appliances, including the boiler. 3. Follow the re-enabling instructions based on your meter type, you’ll be able to find a video on how to re-enable your meter type here . https://forum.ovoenergy.com/my-pay-as-you-go-account-159/smart-meter-video-tutorial-series-17610?tid=17610&fid=159 If there’s no ‘X’ symbol on the meter but still no supply, here are some things to check : - If you have a gas cooker, check if gas is coming through. If it is, then it means the fault is with your boiler. - If you only have a boiler, try resetting the boiler by turning it off and on at the wall or on the boiler itself. If the problem continues then you may need to arrange for an independent gas engineer to take a look at your boiler. If you smell gas or have no/low gas pressure going to your appliances then contact National Grid Gas Emergencies on 0800 111 999. If you’re still experiencing trouble after trying all of these please contact our Support Team: The best way to get in touch with us is via chat here . Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday. Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm. You can also contact our team via Facebook , X or Instagram : Mon-Fri 8am to 8pm, Sat-Sun 8am to 5pm.

Updated on 20/01/25 by Emmanuelle_OVO: If you’re a pay as you go customer whose vulnerable or relies on your supply for mains powered electrical equipment (supply critical customers) & we’ve been trying to reach you it may be because you’ve not topped up in a while & might be without power. If we aren’t able to get in touch we will send a visitor (after 72 hours of being off supply) to check in and talk about how we can help. ​​​​​​ We also want you to know that if you can’t afford to top up, we’re here to help. Don’t worry if this doesn’t apply to you – we just want to make sure that anyone who needs support gets it quickly. These topics may be helpful: Quick hints and tricks to see if you can get back on supply yourself! - Is my gas supply actually off? & Is my electricity supply actually off? Click on the link for Pay As You Go Smart Meter off supply? Pay As You Go Smart Meter with top up issues? Need financial support or questions about your debt balance? Get advice here Sometimes it might look like your electricity supply isn’t on, even if you’ve just topped up. There are a number of reasons why it can seem like your supply isn’t on even when it is, here are a few ways to fix some of those yourself. Traditional PAYG Electric Meters Error on meter Many key errors can be sorted by cleaning the chip on the key using a clean, dry cloth, or by blowing inside the key slot. You can check the error code against our helpful topic here . There’s credit on your meter but no supply If there’s credit on the meter but still no supply, there are a few things you should check: 1. Check your meter display, if there’s credit on the meter with an E at the end (for example A: £10.00E) then it means the meter’s in debt of -£10 and needs to be topped up £10 to restore the supply. 2. If there’s credit without the letter E, then electricity is flowing through the meter and the fault is somewhere else in your property, and not with the meter. 3. Look for your consumer unit/trip switches and make sure all of your trip switches are in an upward position. This should bring your supply back on. (Example of consumer unit, exact type may vary) If your credit has run out on your electricity smart meter and your electricity supply has switched off, you’ll need to add credit and re-enable your supply. You can find a tutorial video for your meter type on how to re-enable your meter here . No display on the meter and no supply This is most likely a power cut in your area, as it’s a sign that there’s no power going into your meter from the main electricity line coming into your property. Here’s what to do: 1. Find out who your local network distributor is using Power Cut 105 . 2. Contact your Network Provider to report a power cut. They should let you know when they’ll be out to fix the issue. Smart PAYG Electric Meters My Top Up isn’t showing on the meter If you’ve made a payment to top up your meter then there’ll be a 20 digit number on your receipt. It’ll usually start with 1 of the following numbers 74/73/36/32/17. You can manually enter this into either your meter or In Home Display. Instructions may be different based on your meter type. You can find your meter on our dedicated topic here . There’s credit on the meter but no supply If your meter doesn't tell you in words that you're off supply and that it needs to be re-enabled, it might show the symbol shown below instead: The symbol is made up of 2 circles with a line between them. If the line touches both circles, like it does for the top symbol, then your meter is OK and doesn't need to be re-enabled. If the symbol shows the line touching 1 but not both of the circles, like in the second image below, then your meter needs to be re-enabled. If you need to re-enable your meter, follow the re-enabling instructions based on your meter type. You’ll be able to find a video on how to re-enable your own meter type here . Symbol shows 2 circles connected by a straight line on the meter but no supply Look for your consumer unit/trip switches and make sure all of your trip switches are in an upward position. This should bring your supply back on. (See the following example of consumer unit pictured above). No display on the meter and no supply This is most likely a power cut in your area, as it is a sign that there’s no power going into your meter from the main electricity line coming into your property. Here’s what to do: 1. Find out who your local network distributor is using Power Cut 105 . 2. Contact your Network Provider to report a power cut. They should let you know when they’ll be out to fix the issue. If you’re still experiencing trouble after trying all of these, please contact our Support Team: The best way to get in touch with us is via chat here . Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday. Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm. You can also contact our team via Facebook , X or Instagram : Mon-Fri 8am to 8pm, Sat-Sun 8am to 5pm.

Updated on 22/01/25 by Abby_OVO Reminder: the Boost top up app closed on the 3rd of December. Boost customers are moving to OVO. That means this app will close on the 3rd of December 2024. If you've already moved to OVO, please download and register for the OVO Energy Top-Up app. Find out more about the move to OVO at http://boostpower.co.uk/ovo-move If you're a Boost customer and have already migrated over to OVO Pay As You Go but are still using the Boost app, you should've received an SMS from us to remind you of the changes. To download and register for the OVO Energy Top-Up app. You can find it in the App Store and on Google Play .

Updated on 16/01/25 by Abby_OVO Frequently asked questions for topping up your traditional meter Topping up for the first time? To register your new electricity key or gas card, put it into the correct meter for at least a minute. The electricity meter will show a message to let you know it's registered, and the gas meter will beep. How much credit can I top up in one go? This depends on where you’re topping up, as different shops can have different minimum amounts. But these are the usual top-up limits: The minimum you can top up is £1 The maximum you can top up your gas meter in one go is £49 The maximum you can top up your electricity meter in one go is £50 You can only top up in full pounds The maximum amount a payment card can hold is £249 and the most a key can hold is £250 How do I add credit to my meter? To top up your meter, take your top-up card or key to your nearest: PayPoint Payzone shop Post Office For gas meters Once you’ve topped up in-store: Make sure the gold-coloured chip is facing upwards Insert your card into the gas meter and follow the instructions on the screen Press and hold the red “A” button, and the credit will appear on your meter For electricity meters Make sure the arrow on the top-up key is facing up Insert your top-up key into the electricity meter, and follow the instructions on the screen The new credit should show on your meter automatically Remember to keep your top-up receipt(s) each time, just in case there’s ever a problem. If the credit doesn’t appear on your meter, please get in touch – we might need the information on the receipt to help us look into it for you. You can click the green chat icon at the bottom right of your screen. Or call us on 0330 175 9669. For even more on this you can also check out our helpful guide here. My key/card isn’t working – what should I do? We recommend taking the key/card out of the meter and wiping the chip with a clean, dry cloth. If you re-insert it in the meter and it still doesn’t work, please get in touch with us and we can send you a replacement. Is your meter showing an ‘error code’ when you insert your key/card? Was there an error code when the shop assistant popped your key or card in a PayPoint terminal? If so, note the error code down and compare it to the list of codes we’ve listed in our guide on error codes here. That’ll help us work out how to fix the issue quicker when you contact our Support team (Monday to Friday 8am to 8pm, and 9am to 5pm on weekends). I've lost my top-up key/card – what do I do? You can get a new meter key/card from any shop that stocks replacement OVO Energy keys/cards. But before you go, you’ll need to contact our Support team to let us know you’re going to get a new key/card. We’ll provide you with an 8-digit ‘TAG’ code within an hour. Give this code to the shop assistant and they’ll be able to set up your new key/card with our rates and other relevant information so you can register it when you get home.If you don’t need to top-up urgently, we can send you an already programmed key/card in the post. You’ll get it within 3-5 days. Before you add any credit with your new key/card, please register it in the meter. If you try to do a top-up before registering your key/card, the credit could be wiped. We’ve also got a really handy topic dedicated to this which may be helpful: If I pay in advance, how can I owe money? There are a few different ways: You used the emergency credit to keep your power on. If this happens, you’ll need to pay back the amount you used. If you need to do this gradually, get in touch via one of the methods below to discuss spreading the cost of the repayment. You’re repaying a debt through your Pay As You Go meter(s), which will take credit from your balance each day to repay your debt. If you've asked us to apply discretionary credit to your meter, we’ll add this as a debt to your meter. You’ll need to repay it through your Pay As You Go meter(s). You missed one or more daily standing charge payments due to not having enough credit. This would mean your meter goes into a negative balance. You were in a period of “non-disconnect” overnight or on the weekend (this means you wouldn’t run out of electricity at these times). But as a result, you might’ve built up a negative balance. You can always contact our Support team if you’re worried or struggling to pay for your energy. How will I pay my debt back on a traditional Pay As You Go meter? If you use any emergency credit, you'll need to pay it back in full from your next top-up. So if you can, make sure you buy enough credit to pay back the emergency credit, and still have some left for you to use for energy. If you're paying back a bill debt or we lend you some credit when you contact us, we’ll agree how you’ll pay it back at the time. We can spread the cost and you won’t need to pay it back in one go. You can pay it off gradually through your meter, a week at a time. Part of your gas top-ups will be used for your weekly repayments. This is collected from the first top-up you make from Wednesday each week. Your electricity repayments will be spread out evenly throughout the week. So please make sure you’re making regular top-ups to cover these repayments and the energy you use. If the repayment rate is ever set too high, please contact our Support team. For information on how to check your repayment rate, see "Understanding your electricity meter screens” or "Understanding your gas meter screens" . We’re here to support you and we’ll always find a repayment plan that works for you. Once you've repaid the credit we lent you, your meter will automatically stop taking repayments. You’ll just pay for the energy you use from then on. Why do I have to keep my supply topped up if I'm not using any energy? Even though you might not be using any energy, there's a daily standing charge. Also, any debt you might be repaying through your meter will continue to be charged. So if you're away from home or not using any energy for a period of time, please make sure there's enough credit in the meter to prevent the supply from going off. If not, any appliances that need continuous supply, such as your fridge or freezer, might be at risk. Anything missed? We’ll aim to update this content to keep it relevant and accurate. If any of the advice doesn’t fit with your experience, leave a comment below to let us know.

Updated on 20/01/25 by Emmanuelle_OVO: What is the Warm Home Discount (WHD)? The Warm Home Discount is a one-off £150 discount given to eligible domestic electricity customers to help with their energy costs. It's usually paid between October and March of each scheme year. It's a Government scheme funded by participating energy suppliers like us. It’s designed to help people who need it most. The Warm Home Discount (WHD) scheme is closed for the scheme year 2024/25 and will reopen again later this year. However, If a customer needs some assistance completing their WHD application please contact our support team. OVO Broader Group: https://www.ovoenergy.com/guides/energy-guides/warm-home-discount-scheme Boost Broader Group: https://www.boostpower.co.uk/help/support/how-do-i-get-the-warm-home-discount Ways to get financial support If you’re struggling financially or you’re worried about your energy bills, we’re here to support you. Find out about the different ways we can help here . How do I register for the Priority Services Register (PSR)? Check out the Customer Support package here: https://winter-support-package.ovoenergy.com/ If you’re struggling financially or you’re worried about your energy bills, we’re here to support you. Find out about the different ways we can help here. What can our payment support team offer if I can’t pay my energy bill? Our payment support team has supported lots of people in similar situations, and are trained to do so. Some of the ways they can help are: They can create a payment plan that’s suitable for your financial situation. A payment plan can spread the cost of what’s outstanding, you can find out more about them here . They can discuss what other payment schemes you may be eligible for. They can make sure you’re getting the support that’s available to you, such as benefit entitlement checks. Our team is also trained to give advice on energy debt, and discuss what help is available. They can show you where you can find free, independent advice. For more financial support, call the team on 0800 069 9831. We’re open Monday to Friday 8am-6pm, Saturday 9am-2pm. What’s a payment plan & how does it work? Using the information you give us, we’ll come up with a manageable payment plan. These payments can be made on a weekly, fortnightly, or monthly basis. Some of the payment will go towards the outstanding balance and some of the payment will go towards your current usage. I’d like a Pay As You Go meter A Pay As You Go meter is similar to a pay as you go phone contract – instead of paying a monthly bill, you’ll top up as you use energy. Some people find this a more manageable way to keep on top of their usage. Pay As You Go is a variable price, rather than a fixed contract which can mean it’s a bit more expensive than a pay monthly plan. We would give you plenty of warning if your prices are going to go up, but it’s worth bearing this in mind. If you don’t want to go to the shops to top up, with a pay as you go smart meter you can top up online or through the OVO Energy Top-up app (search in the Apple App store or Google Play ). You do also have the option to top up in a designated shop, if you’d prefer. You can get a smart meter installed at no extra cost. If you’ve already got a Pay As You Go smart meter the following forum topics might be helpful to you: Find out more about what happens if your Pay As You Go meter runs out of credit . If you depend on medical equipment or refrigerated medication, Pay As You Go might not be right for you. That’s because if you run out of credit on the meter your supply will go off. If you do rely on mains powered equipment or medicine refrigeration, please let the support team know and they can inform the DNO so that you are warned about planned outages and re prioritised in power cuts. We’d also recommend you sign up to the priority services register . If you’re a pay as you go customer whose vulnerable or relies on your supply for mains powered electrical equipment (supply critical customers) & we’ve been trying to reach you it may be because you’ve not topped up in a while & might be without power. If we aren’t able to get in touch we will send a visitor (after 72 hours of being off supply) to check in and talk about how we can help. ​​​​​​ We also want you to know that if you can’t afford to top up, we’re here to help. Don’t worry if this doesn’t apply to you – we just want to make sure that anyone who needs support gets it quickly. These topics may be helpful: Quick hints and tricks to see if you can get back on supply yourself! - Is my gas supply actually off? & Is my electricity supply actually off? Click on the link for Pay As You Go Smart Meter off supply? Pay As You Go Smart Meter with top up issues? Need financial support or questions about your debt balance? Get advice here Energy Efficiency Advice The more energy efficient your home is, the less money it’ll cost to run. Find out how OVO can make your home more energy efficient here . Check out this forum guide on energy efficiency advice over winter: Direct Debit A Direct Debit can be a cost effective way to manage your energy account. You get a cheaper rate if you’re on our variable Simpler Energy plan You don’t have to think about it – it’s all done automatically each month You don’t need to worry about forgetting or missing a payment It can help you budget as you know how much is going out of your account each month and when It spreads your year’s energy costs evenly over 12 months These forum topics offer more information about direct debits: What other schemes are available to offer financial support? Fuel Direct Scheme The Fuel Direct Scheme helps to pay your energy bills directly from your benefits (the scheme is run by the Department for Work and Pensions ). If you get any of the following benefits, this might be helpful for you: Income-Based Jobseeker’s Allowance Income Support Income-related Employment and Support Allowance Pension Credit Universal Credit (but only if you’re not working) For more information, contact Jobcentre Plus (or your pension centre if you’re on Pension Credit). You’ll need to tell them: That we’re your energy supplier The amount of money that’s owed Your OVO account number Your National Insurance number If you Pay As You Go for your energy and would like to sign up to the Fuel Direct Scheme, we’ll need to switch your meter to credit mode (pay monthly) first. Warm Home Discount Scheme You might be eligible for £150 credit towards your energy bills through the Warm Home Discount Scheme. Unfortunately, applications have closed for this winter. They’ll reopen later in the year for next winter. You can apply if: You’re on a lower income You’re getting the Guarantee Credit element of Pension Credit Find out more about the Warm Home Discount here . We’ll also keep this forum topic updated with the latest advice for warm home discount: Cold Weather Payment A Cold Weather Payment might be available to you, if you’re getting certain benefits. These payments are made if the temperature in your area is forecasted or recorded to be 0C or below for over 7 days in a row. If that’s the case, you could be eligible for £25 credit for each 7-day period (between 1 November and 31 March). You might be eligible for Cold Weather Payments if you’re getting: Pension Credit Income Support Income-based Jobseeker’s Allowance Income-related Employment and Support Allowance Universal Credit Support for Mortgage Interest Find out more and see if you’re eligible here. Winter Fuel Payment This is available to people who were born on or before 26 September 1955. It’s an annual one-off payment between £100 and £300, to help pay for your heating over the winter. Find out more about the Winter Fuel Payment here . Charities and third party organisations that offer advice and support For free, independent advice on debt, energy bills, and other areas where you might need support, these organisations and charities can also help: Citizens Advice Visit your local branch, or their websites: for England and Wales and for Scotland . You can speak to an adviser online, in person, or over the phone: 0800 144 8848 (England), 0800 702 2020 (Wales), and 0800 028 1456 (Scotland). National Debtline Call 0808 808 4000 or visit their website . Step Change Debt Charity Call 0800 138 1111 or visit their website . Civil Legal Advice Call 0845 345 4 345 for free, confidential legal advice in England and Wales, if you’re eligible for legal aid. Find out if you are here . Priority Services Register (PSR) You can sign up if you or anyone in your household might need practical support, when it comes to managing your energy. That could be because of a medical reason , you’re pregnant , you have children under 5 , you’re over 65 , or you don’t read or speak English well . What does the PSR offer? Gas Safety Checks Engineer Passwords where you can agree a password with your supplier that the engineer will give you before entering your property Adapted communications including black & white print, braille, large print Warnings about planned power cuts in your area Regular meter readers to attend your property Find out more about it here . If you’re deaf or have hearing problems We’ve teamed up with SignVideo to provide a free online BSL interpreting service available from Monday to Friday, 9am–5pm. You can find out more on our website . For anyone who’s deaf or hard of hearing, we also have web chat and WhatsApp digital channels to speak to our Support team , and an online account which allows many actions to be performed by the account holder. Text Relay Service: If you are speech impaired or hard of hearing, add 18001 before any OVO contact number for text relay services . Language Line If English isn’t your first language or you want to speak to someone in your own (or preferred) language, we've partnered up with Language Line . Financial support for oxygen concentrator If you use an oxygen concentrator for a disability or health condition, you can get money back for the electricity it uses. The installer of your oxygen concentrator will be able to tell you more about how to claim your rebate. London or the South West, contact Air Liquide Healthcare on their website the North West, Yorkshire and the Humber, or the West Midlands, contact Baywater Healthcare on their website the East of England or East Midlands, contact BOC Home Oxygen Service on their website the North East or the South East, contact Dolby Vivisol Home Respiratory Care on their website Find out more about our partner ‘The National Support Network’ The National Support Network is a database containing thousands of trusted external services including charities and self help resources. Their specialist support hub is a quick and easy way to access support. The aim is to help connect individuals or families with the help they need in various areas of life such as health, education, emergency services and energy. Here’s some of the amazing areas The National Support Network can support with: Energy assistance Rising energy costs have affected many households. ​Financial assistance: Turn2Us is a national charity providing financial support for people in need. Healthcare support Access to healthcare is a fundamental right and there are numerous services available to make sure people receive the medical care they need: NHS Services: Visit the NHS website for information on medical assistance, hospital locations, and appointments. Mental Health Support: Mind offers advice and support to empower anyone experiencing a mental health problem. Prescription Assistance: Pharmaceutical Services Negotiating Committee (PSNC) provides information on accessing free or discounted prescriptions. Educational resources Education can increase confidence and open up opportunities. It’s vital that people have access to the resources to help personal and professional growth. Student Support: Government Student Finance provides information on student loans, grants, and scholarships. Adult Learning: Workers' Educational Association (WEA) offers courses designed to help adults gain new skills and qualifications. Online Courses: FutureLearn provides a variety of free online courses from renowned universities and institutions.

Updated on 20/01/25 by Abby_OVO We know that when someone passes away, speaking to an energy company may be the last thing you want to do. LifeLedger is a free online tool that lets you get in touch with us and other companies, to tell us that someone has passed away. It means you can contact multiple companies from one place. Use this link if you’d like to use LifeLedger to notify us. You simply start filling in the form provided on the link above, and tell us directly. Once you’ve told us about a bereavement, you can then use LifeLedger to tell 100s of other companies at the same time. What happens next? Our dedicated team will be in contact to arrange a necessary transfer of the account, or to finalise the closing of the account. We know this can be an emotional time, so the LifeLedger platform is simple to use and brings everything together in one place. That way, you don’t have to worry about repeating yourself or waiting on hold. Other ways to register a loved one's passing with OVO? By filling out this form on our website . By calling our dedicated team on 0330 175 9683 (Mon-Fri, 9-5) Or by emailing bereavement@ovoenergy.com What will we need from you? When you get in touch with us, there are a few things we’d need: The name of the account holder whose passed away, account number, address and date of death If you can, an up-to-date meter reading If you’d like more information, this topic may be helpful to you: We also have dedicated help articles on the website about this topic. If you have any questions that aren’t answered by the FAQs, please comment below and we’ll be happy to help.

Updated on 17/01/25 by Abby_OVO Power supply, meters and fuse boxes - how to tell why there’s no power in your home. For traditional electricity meters If you have a traditional electricity meter, it’ll have a red LED flashing light. If that’s not on then it means that no power is coming in from the mains cable. If you think there’s been a power cut, you can call 105 to get through to your local electricity network operator. If you know your local network distributor, you can also go to their website to report or track a power cut. If there hasn’t been a power cut, and there’s still no flashing red light on your meter, get in touch with us for an emergency appointment. If there is a red light, check if there are any error messages on the meter, and how much credit is on there (is the credit in a positive or minus). If there is a meter fault make a note of the error message and the Meter Serial Number and reach out to the Support Team who’ll be able to help. If there’s no error message, and your meter seems to be working correctly, check your fuse box. If any fuses have tripped, try and flick them back up. If they won’t go back up, then you’ll need to call an electrician. If there’s no error message, insert the key and check if there is active credit on the meter, then check if the red LED light is flashing. If the word ‘debt’ is on the screen near the amount showing, the meter has been in fail safe mode. This means the amount shown on screen is owed, and you’ll need to top up £1 more than that amount to get back on supply. For traditional gas meters If you have no gas, first check there’s active credit on the meter by pressing the red A button. It’ll say ‘PLEASE WAIT’ then will show your balance amount, check to see if the meter says ‘ON’ or ‘OFF’. If the gas meter has an active credit amount but says ‘OFF’ on the balance screen, you need to re-enable the supply by following these steps: Insert your gas card, the meter will say ‘PLEASE WAIT’. It will then show a message saying ‘HOLD A FOR GAS’ or ‘HOLD FOR GAS’ - hold the red A button, the meter may then show ‘PLEASE WAIT’ again. Keep holding the A button until the meter tells you to ‘RELEASE A’. Let go of the red button quickly - it will then say ‘PLEASE WAIT’ or ‘VALVE FILLING’ - you’ll then hear a clicking noise (this is the valve releasing). It should then go to the balance display and say ‘ON’. (Please be aware that the meter can be very sensitive. If you wait too long or don’t release the A button as soon as the meter tells you to, you may get a ‘VALVE FAILED’ message and you may need to repeat the steps). What support does OVO have available to support customers? If you or anyone in your household is vulnerable, or just needs a little extra help, our Priority Services Register is a free support service you might find useful. Struggling with your energy bills? Our Customer Support Package might be helpful to you. Check out our Help and Support topic for more: