Our electric went off about 10.30 today and I put £15 emergency on
I topped up £99 just gone 1.30 some 4 hours later and it shows £88.06 credit, where has the £11 gone when its said id only used 25p in that time?
PAYG meter and ive never had a debt on it. I've only got one so I avoid quarterly bills.
It showed id used 25p off the emergency credit of £15 before I put the £99 on.
Im confused by this can anyone explain why this has happened please. Tia.
Best answer by You can call me Al
Update.
Turns out that OVO dont cut you off in the middle of the night or on Sundays, so looks like I ran out Saturday night and not until the shops are open, hence 1030am when the power went off.
During that time id used the £11 up. Hope this helps someone else in the future who comes across this thread.
+1Hi
Sounds like you either used up more Emergency Credit than you thought and/or you had some debt build up (such as uncollected Standing Charges) that has been sapped from that top-up per the rules.
OVO can check this for you if you get in touch with Support. It’s easiest to run a quick top-up first so they can get the latest data from your meter - throw the key into the meter before heading to the shop as this guarantees fresh data.
OVO doesn’t do Quarterly Bills - they do Monthly Bills only. You may want to consider this option for the future.
Thanks
+1No worries. Just in case it does help to tempt you…
OVO’s Pay Monthly setup actually runs on a PAYG-style “Live Billing” model where the balance updates on a daily basis - especially if the Meter is running in Half-Hourly Mode. You still get monthly bills, but you can see the latest balance every day, throw more cash in there between bills and treat it like a PAYG setup if you want - just without the risk of running out of zappy juice if the balance hits zero before you get in there.
Update.
Turns out that OVO dont cut you off in the middle of the night or on Sundays, so looks like I ran out Saturday night and not until the shops are open, hence 1030am when the power went off.
During that time id used the £11 up. Hope this helps someone else in the future who comes across this thread.
Thanks for updating with the explan ation of what had happened.
As you say there is a ‘no-disconnect’ period for PAYG meters overnight and of Saturday evening plus all day Sunday and Monday morning.
That’s so that you don’t get cut-off at those times if your credit runs out.
our supply won’t be disconnected as there’s a ‘non-disconnect’ friendly credit period for all smart meter customers overnight – between 6pm and 9am Monday to Saturday, and Saturday from 4pm through until Monday morning at 9am.
Just to note that I’m not at all sure if those times change for BST or if they are always UTC/GMT?
Your saying that you went off supply “about 10.30” make me think that it may be UTC. (9.00 UTC is 10.00 BST).
If.when that has happened then supply will disconnect once the ‘friendly hours’ end, You will still need to pay for what is used during the ‘friendly hours’ when you next top up.
So that’s what you saw.
Although you hadn’t noticed it, sometime after Saturday tea-time your credit had run out and you had been using ‘Friendly credit’ until Monday morning when that stopped and your supply cut, so you then activated your £15 emergency credit.
Then when you toppped up it took the chanrge for the ‘Friendly Credit that you had used, the little bit of emergency credit that you had used, and the standing charges for Sunday (if you went into friendlly credit on Saturday evening) and for Monday.
Hey
I’m glad to see you managed to get to the bottom of that in the end. It sounds exactly like that’s what happened, and it’s caught up on Monday morning.
If you’ve ever got any other questions or queries, feel free to stop by the Forum any time.😊
Thanks for the replies and I couldnt remember the name but yes it was a ‘no-disconnect period” that got me.
Every day is a learning day huh. Its a very useful feature I didnt know existed but im glad it does.
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