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Best answer by BPLightlog

Updated on 21/07/26 by Abby_OVO

 

Hi @Maddimat that normally means that you are in what’s called friendly credit mode

 

The following topics may also be helpful here:

 

 

 

So long as you had credit remaining before the non-disconnect period started your meters should remain on supply during the designated times. There’ll still be a charge for any energy you used during that time, so please do top up as soon as you can to avoid losing power when these periods end and to cover any energy used during that time.
 

Friendly credit timings per meter type can be found below:

 

If you have a smart meter
 

  • Between 5pm and 9am Monday to Friday

  • Before 9am or after 3pm on Saturday

  • All day on Sunday

  • Easter Sunday, 25 and 26 December, and 1 January

 

If you have a traditional electricity meter

 

  • Between 6pm and 9am on weekdays

  • From 6pm on Friday until 9am on Monday

  • Christmas day


If you have a traditional gas meter
 

Unfortunately, non-disconnect hours don’t cover traditional gas meters. But smart meters offer non-disconnect hours for both gas and electricity. You can find out more about smart meters and getting them installed here.

11 replies

M
Rank 1
MaddimatAuthor
Rank 1
April 30, 2023

Electricity disablement suspended what is the meaning of this I have credit on the meter 

BPLightlog
Super User
BPLightlogSuper UserSolved
Super User
April 30, 2023

Updated on 21/07/26 by Abby_OVO

 

Hi @Maddimat that normally means that you are in what’s called friendly credit mode

 

The following topics may also be helpful here:

 

 

 

So long as you had credit remaining before the non-disconnect period started your meters should remain on supply during the designated times. There’ll still be a charge for any energy you used during that time, so please do top up as soon as you can to avoid losing power when these periods end and to cover any energy used during that time.
 

Friendly credit timings per meter type can be found below:

 

If you have a smart meter
 

  • Between 5pm and 9am Monday to Friday

  • Before 9am or after 3pm on Saturday

  • All day on Sunday

  • Easter Sunday, 25 and 26 December, and 1 January

 

If you have a traditional electricity meter

 

  • Between 6pm and 9am on weekdays

  • From 6pm on Friday until 9am on Monday

  • Christmas day


If you have a traditional gas meter
 

Unfortunately, non-disconnect hours don’t cover traditional gas meters. But smart meters offer non-disconnect hours for both gas and electricity. You can find out more about smart meters and getting them installed here.

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    M
    Rank 1
    MaddimatAuthor
    Rank 1
    April 30, 2023

    Ok but I can't top up on the app I have to call them to say I have topped up then they put it on at their end 

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    April 30, 2023

    I think the only channels which might be open this bank holiday weekend are their social media

    Twitter  -  https://twitter.com/OVOEnergy

    Facebook  -  https://www.facebook.com/ovoenergy

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      M
      Rank 1
      MaddimatAuthor
      Rank 1
      April 30, 2023

      Ok so why is it in friendly mode not seen it before 

      BPLightlog
      Super User
      BPLightlogSuper User
      Super User
      April 30, 2023

      There’s a bit about it here in page 5. It’s meant to keep power on over weekends and bank holidays 

      https://help.ovoenergy.com/static/assets/CM-74_OVO-PAYG_SmartBooklets_S1Secure_210x148mm_digital_V9.pdf

      Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
        M
        Rank 1
        MaddimatAuthor
        Rank 1
        April 30, 2023

        Ok thanks for your help 

        S
        Newcomer
        Seren
        Newcomer
        March 14, 2024

        I can't open the link to page 5 as I am really confused about all of this. I've just had a new smart meter installed and couldn't get much sense from the online chat with ovo about what it is. 

          BPLightlog
          Super User
          BPLightlogSuper User
          Super User
          March 14, 2024

          I can't open the link to page 5 as I am really confused about all of this. I've just had a new smart meter installed and couldn't get much sense from the online chat with ovo about what it is. 

          Looks like they’ve moved that page .. will try and find where to

          Try here 

          Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
          Emmanuelle_OVO
          Retired Moderator
          Emmanuelle_OVO
          Retired Moderator
          March 15, 2024

          I can't open the link to page 5 as I am really confused about all of this. I've just had a new smart meter installed and couldn't get much sense from the online chat with ovo about what it is. 

          Looks like they’ve moved that page .. will try and find where to

          Try here 

           

          Does this help @Seren? Please let us know if you have any further issues.

          Renewable Energy? Big Fan.
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