Gas disconnected

You may have missed the weekend opening hours for support; they are all laid out here: 

You could try the social media options just in case someone is monitoring them, and they are usually helpful especially in emergency situations like yours.

Meanwhile, are you on the Priority Services Register? It sounds as if you ought to be if you’re not, and the benefits extend beyond those mentioned in the article.   

Hey ​@rickyt,

I'm sorry to hear you're having trouble! While we can’t access your account through the Forum, it sounds like you might have run out of credit over the weekend. If that’s the case, after topping up, you’ll likely need to re-enable your gas supply on the meter itself. This is actually a safety feature to ensure everything is safe if a gas appliance was left on.

I've included a link below where you can find helpful articles on how to re-enable your meter. If you’d like to chat with someone from our Support Team about your account, Firedog has shared our contact links above as well. I hope this helps you get your heating and hot water back on in no time!

3 days now without heating or hot water, your certainly ”stinkers” Ovo energy.

Tried each day to activate the meter, just done it 15 mins ago and will wait.

Getting used to it now though, a thick warm winter coat and lots of candles burning. Hot water supplied by the kettle that’ll be till Ovo disconnect the electric.

The first thing I did on finding out I had no gas was to connect to the portal to top up on Saturday afternoon.

Shame on you just to disconnect someones Gas supply or Electric for that matter. I’ve used the portal every month since moving into the property 3 years ago. It’s not like I’m trying to get something for nothing.  If indeed I’ve missed the scrolling message warning me my credit was getting low then that was my fault but trying to get re-connected is somethihg else.

I will certainly pass on my experience with Ovo to as many people as I can especially pensioners like myself.

Hi ​@rickyt ,

We are trying to help you out, but please bear in mind that Forum Volunteers such as myself and ​@Firedog do not work for OVO - we’re just customers who like to hang out and help out because OVO enjoys having us around. If you need to speak to OVO directly, please call OVO Support directly:

With that in mind… I do want to try something…

Please post photos of your meters. With those, I can grab some instructions that may help you.

As I mentioned on  my last post I pressed the buttons on the meter maybe 2 and a half hours ago and have been watching the smart meter which still had the scrolling message “Gas disconnected”. I have just noticed this display gone. Have checked  the credit and it is now showing. My Baxi needed re-set but at last I have heating and presumably hot water. This has been an experience. It seems to have taken a while to re-activate my gas supply.

i must not let this happen again. I dont check my credit every day, I wait for the scrolling reminder that my credit is running short then log on to the portal and top up. So, I now know if i miss this then I run the chance of my gas supply gets interrupted. So, all is well for the time being.

Thanks to all who replied. I just wish there was a easier and quicker way to get my gas back.

It’s good to hear you’re back on-supply. However, I still think there’s more you should probably think about and I strongly encourage you to take our advice seriously - it could well prevent you from further issues.

Please consider signing up for the Priority Services Register if you haven’t already, it only takes a few minutes. You can do it via any of these methods.

I’d also like to mention that OVO never disconnected your supply - that requires some seriously deep legal stuff which OVO will never do just because you ran out of PAYG Credit for a couple of days. They’re pretty chill about that - you just top-up, pay what you owe and restore supply like nothing happened. The only thing it otherwise does is lets OVO know so they can keep an eye on things and reach out to offer support if they feel they need to. Either way, you always have Emergency Credit of roughly £10-15 available if you need it - you don’t need to request it as it’s available by default, but you will have to pay it back later if you do use it before it can be used again (only what you actually used though). This is usually plenty to get a regular top-up through on the same day, visit the shop to buy more credit with or get help from OVO.

You actually self-disconnected by running out of credit on the meter itself. I can’t tell you if/why it didn’t get through faster - that’s something you’ll need to ask OVO to diagnose. However, the meter is unable to automatically restore the supply and require your confirmation for legal and safety reasons - this is to prevent your house from blowing up in a giant fireball without your knowledge if you left the gas hob running and/or didn’t unplug an iron for example.

With that in mind, given the circumstances… May I please recommend you seriously consider whether Pay-As-You-Go is truly the right option for you. We don’t ever recommend it to vulnerable customers and if you look through the Forum, you’ll see many cases where we’ve given this exact advice - please consider whether Pay Monthly with the consistent supply and no disconnections of this type may be a better fit for you. OVO Support can help with that - give them a call and they can chat with you.

Hey ​@rickyt 

I’m glad to hear you’re back on supply, thank you for coming back with that update. Blastoise186 has left some really helpful advice to consider.

If you do have any issues in future, feel free to pop back any time.