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).

Hey ​@j9123 

I’m glad to see a couple of our community members have already stopped by with some helpful advice here. 

Without being certain, it’s possible they misunderstood that they meter exchange would then be for the meter to function in pay monthly mode rather than PAYG mode which would 100% require the meter communication to function fully so remote top-ups could be completed where as for pay monthly we would be able to accept meter readings to be submitted manually where the communication fails.

The advice from our Nukecad to raise a complaint may be helpful here, but I have asked one of out metering experts to take a look over the thread and see if they can offer any further advice here. I’ll either pop back on with anything or they may stop by the thread themselves.

Hey, not sure how there has been miscommunication.  As we have explained the situation since Nov 2025. When she first moved in the traditional prepayment meter was faulty. The OVO advisor (over Web chat) stated that traditional prepayment meter was not safe for her due to her vulnerability issues, therefore booked appointment to have smart meter installation. Engineer couldn't complete due to "signal constraints" and left without replacing.  We contacted OVO again to discuss this they sent another Engineer to fit smart meter with the same results!  We explain every time that she is struggling to physically go out to obtain credit to top up and goes days without heat/hot water.  Her meter is situated on the ground floor outside the block.  As OVO want to again come out to fit smart pay monthly we questioned if it isn't possible to fit a (smart) meter due to signal constraints, could either a traditional pay-monthly meter be fitted or alternative. Response "there's nothing more we can do"  . All we are asking for is a solution to her not having to physically go out to a shop to buy top up and are going round in circles.

I can see quite easily the miscommunication.

Nothing you say in that last post mentions changing from PAYG to Credit billing.

It does appear that you are giving customer suppot the impression that what you want is a smart PAYG meter. (So that she can top up ftom home without having to go to the shops).

Indeed it also seems that that is what the two engineers turned up to do, but they couldn't do that because there is no smart signal.

Asking for a traditional meter has just muddied the waters - traditional meters of either type are simply no longer available.

It needs to be made very clear that the required job is to replsce an old PAYG meter  with a new credit smatt meter.

We understand what is needed here, but you seem to be struggling to get customer support to understand.

Hopefully the expert that Abbey has contacted can get the correct/needed job logged into the system for you.

Thank you ​@Nukecad for explaining. Because OVO refers her current prepayment meter as a traditional prepayment meter they said they can't swap to pay monthly (or credit) meter (non smart) and can't install a smart meter because of signal. You're right, I am struggling to get them to understand!  I assume they can install smart without signal? Sorry if I sound stupid, I just want to make sure we are asking for the right thing