Traditional Pay as you go gas

Is there a particular reason why she doesn't top up and so self-disconnects?

Also was the PAYG meter installed because she got into debt with a credit meter? (I have previously seen a similar question on another forum where that was the case but daughter didn't want to tell daddy that).

TBH as it is not your account then they shouldnt even talk to you about it unless you have LPA. or have set up a secondary contact agreement with OVO;

Installing a PAYG smart meter in a no-signal area would give topping up problems.* (If she can't get to the shops to top up then fitting a “dumb” SM wouldn’t change anything).

However I don't see why they couldn't fit a credit tariff smart meter, but if it can't connect she would have to send in regular readings. Many people have non-connecting SMs due to poor or no signal.

One issue may be affordabiliy, if she can't afford to top up the current meter then that strongly suggests she would immediately get into debt witth a crefit meter.

It's also possible that they have run a credit check and she failed.

*It doesn't help right now, but there are smart meter connection hubs in the pipeline that can connect both by LR radio signal and by mobile phone signal so have a better chance of connection; further down the line are ones that can connect over the intrrnet.

Also see this CA article:

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/your-energy-meter/get-your-prepayment-meter-replaced-with-a-normal-meter/

Hey, when she moved into her flat over a year ago, it was already traditional prepayment meter. She hasn't accrued debt,has issues which prevent her from being able to go out to a physical shop to top up and is on Priority Services Register. So been trying to get her onto pay monthly but hitting a brick wall time and time again

Thanks for the clarifications.

However, do you have either LPA or a Secondary Contact Agreement with OVO  to manage her account?

If not then OVO can (should) only act on your daughters instructions to change the account type. The account is not yours and without either a LPA or SCA they cannot take any such instructions from you, which could be why you are having problems.

Can she make the request herself (Has she already done that) ?

I still think that the “can't fit a SM due to signal constraints” may be a red herring and the real issue lies elsewhere.

Another thought - How old is the current meter (if you aren't sure then we should be able to tell from a clear photo) if it's getting near it's end of certification then it will need.to be replaced anyway - and by a Smart Meter- because nobody makes new traditional meters.

Trust me, she has contacted through chat as she cannot speak on phone, numerous times.  Has given verbal agreement for me to talk to them, and they give a different excuse every time  she was told to send email with my details which she did. Back in November 2025 OVO stated to her that it was not safe for her to be on PAYG traditional meter. They sent engineers out twice and both times not fitted due to signal.  I am permitted to arrange emergency call out as she is off supply, which I did,  no one turned up. Told someone will call first thing in the morning, no one called. I spent 2 hours either on hold, being passed around or waiting for them to cintact Emergency Team, to find out where the engineer was  to be told "someone cancelled the appointment" !  They have basically left a vulnerable person with a meter that she struggles to top up

Meter similar to this

I suspect crossed unstructions here, and that the engineers that came out had been told to fit a replacement Smart PAYG neter, which they wouldn't do if there was no communication available.

I'd do as ​@Firedog suggests and make a complaint by email, making it clear that what is wanted/needed is a credit meter not PAYG, and that you are well aware of the communication problem and that there will be the need to send in readings.

I'm sure one of the OVO staff will be along soon with more advice.

(PS. A “similar too” image is not what was needed in this case; it would need to be a clear picture of the actual meter, with the printed  on text clear so that we could see or decypher the manufacture or install date).