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Electricity disablement suspended what does this mean I have credit on the meter 

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

Updated on 14/11/24 by Emmanuelle_OVO:

Can’t find the answer you’re looking for? These topics may have some helpful advice:
 


Times when your power stays on, even if you run out of credit


At certain times of the day you won’t lose power, even if you run out of credit and 
emergency credit. This is called your “non-disconnect hours”. Your energy will 
stay on at these times:


• Monday to Friday, from 6pm till 9am the next day


• Saturday from midnight until 9am, and from 4pm until 9am on Monday


• All day on Easter Sunday, 25 and 26 December, and 1 January


This protects you so that you’ll never lose power when PayPoint shops might be 
closed. Though you can top up with the OVO Energy Top-up app any time of night or day.


Remember: if you’ve run out of credit, you need to top up before these “non-disconnect hours” are over to avoid losing power.

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

 

How to get in contact about my OVO Pay As You Go account
 

  • The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday.
  • Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm.

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 

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

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

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

Ok thanks for your help 

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. 

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 

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.

Thanks guys 

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