faulty battery

I don’t have mains gas to the house so this may be wrong, but does the OVO Energy app not show the amount of credit you have in the same way as electricity? If you have an in-home display, that should also show the amount of credit.

Do you have a smart Pay As You Go meter, or a traditional card/key prepayment meter?

only had the home display for electric..they put in a smet2 gas meter then had to change my electric meter to a smet 2 got the money back from that as I had taken a screenshot of the credit..but unfortunately have no screenshot of the credit that was on my old gas meter as it just came up faulty battery and cut my gas off for 3 days...

Morning ​@Deant and a a warm welcome to the OVO Forum.

If the battery was flat on the meter then it’s not guaranteed that the engineer will be able to see how much credit was left on the meter, and so this will have to be worked out manually. I’m sorry that you’ve been told we’d only go by what the engineer’s job card said. If the job card said in writing that the balance was ‘£0’ with no photo showing this, then we can’t prove from the job card that the balance was £0. I can’t tell myself as don’t have access to your account, but there’s a chance this just hasn’t been handled properly.

To confirm - if the job card contains a photo of the meter balance as £0, then this will be a lot harder to contest.

Please contact in again, and specify that you wish to raise a complaint about the way this has been handled, and you wish for someone to look at this manually. If the advisor can’t resolve it to your satisfaction then the complaint will need to be escalated. The advisors will be able to see what top ups you have made to get an idea of your balance and, with luck, there may be historic reads to back this up.

Please let us know how you get on with this one.

Will do and thanks...

Thanks ben_ovo got my £118 credit back the engineer didn't take a photo so they have no proof of the meter reading before it went faulty but are looking at my past top up history and usage and will adjust it accordingly..might be more..might be less..once again thanks...

Morning ​@Deant, I hope you’re well.

Thanks for letting us know - that’s great news, I’m glad to hear it’s all going to be sorted.

We’re here if you have any other questions in future, and this article gives more info on the PAYG app and online account, which you can use to top up your smart meters:

Cheers!

Hi ben_ovo have downloaded the ovo app but is only showing my gas top up not my electricity top up on the screen..will I have to phone ovo to get them to add the electricity one on...