Great to have all this updated content to signpost to customers @Emmanuelle_OVO 

Hi all my traditional pay as I go meter key has failed,I have no supply,any suggestions?

Hi all my key has failed on my traditional yasu go meter ,and I have no supply is there any way to contact OVO or do they insist they they're equipment only fails during their office hours ?

Hi @Fraser68 ,

Sorry to hear about that! Please call 0330 175 9669 in the morning and someone will get your supply back on. There are no faster options at this hour I’m afraid.

Equipment failure is impossible to predict and - quite unfortunately - impossible to prevent. There’s no way to make it only fail during office hours. If it’s gonna fail, it will fail and more often than not at inconvenient times.

I’d definitely recommend upgrading to Smart Meters so that you don’t have to worry about broken keys in future.

Please see my response in 

We will continue the discussion there.

Thanks for the reply,but you would think with these facts in mind OVO would have a contingency to cover this scenario,here I am with a 7 year old child in the house with no heating electricity or hot water because OVOs equipment has failed,not reasonable at all 

It is something I can raise on the Forum backstage. If you need the power back on urgently, try calling 105.

However, that’s the problem with these keys I’m afraid - they get worn out pretty easily and there’s nothing OVO can do to prevent it.

Is this now resolved @Fraser68?

Hey @Fraser68,

I’m sorry to hear this it sounds like a very stressful situation

Did you call call 105? If it’s out of hours they should be able to get you back on supply. 

I have a request for information in regard to how to proceed in closing my PAYG account, and whom/which department to contact to arrange this.

I have the account in my name, along with a payment card, which can be utilsed for topping up the supply, either online, or at a ‘Paypoint’ outlet.

I shall be leaving my current home, (a rental property), and would wish for any future tennant to have their own personal account & payment card.

Hi ​@ACC25 ,

Easiest option is via Live Chat at https://ovoenergy.com/help or by calling 0330 175 9669. You don’t need a particular department as any agent you speak to can do this.

You don’t need to worry about the future tenant - that’ll be for them to deal with when they move in. You just need to close your account and that’ll disconnect you from it.

Thank you very much for your reply & information,  very much appreciated.  That puts my mind at rest, as i had no wish to leave my account ‘open’ so to speak, with any future tennant then having use of my payment card, which has my name on, which besides privacy/personal matters, could result in them running up a debt, should the meter run out of credit, and go into ‘Emergency Credit’ mode. It is not clear as to how much ‘Emergency Credit’ is permitted to accumalate via PAYG, as (i think) the power supply, under the law in the U.K, cannot be cut off?  Any guidance on this would be appreciated, to have for future reference. 

Emergency Credit limits vary by supplier, but it’s usually around £15. Worth noting that a PAYG Supply which disconnects because the credit ran out is a Self-Disconnection in the eyes of UK Law (including Ofgem) which is legal on the basis you’ve not paid to use any further energy so the Supplier is not obligated to let you have any until you make another payment.

As long as you trigger the Moving Out process correctly and you get the final confirmation from OVO that you have moved out, your account will proceed to close down and you’ll get any Final Refund due. I can confirm that this will also block anyone else from trying to use your old account.

Even if someone else moves in during that time, it won’t stop your account closing as long as you’ve let OVO know you’re leaving on X date.

Thank you for your further info, very useful, and good to know.  I can relax now!!😀👍

I appreciate all your help & assistance.