Had an absolute nightmare with OVO for past week. My traditional prepaid gas meter (pay as you go) was changed on Monday 16th December as the old one was showing 'call help'. Engineer that changed the meter has not informed me that the new gas card is needed and that I have to call OVO for it. I have topped up the old card as always on 20th December. To my surprise the old card was not accepted on the meter. I have called OVO helpline. Firstly I was told that new meter needs to be updated and I need to wait for an hour and try the card again. After over an hour the card was not working. I called OVO again, and they told me to go to the nearest pay point after 3H, take card from them and register the card on the meter. The card was working on my meter but when I went to shop to top up the card, they couldn't as it was showing that the card was invalid. I was told to do the same thing 4 times, received different TAG numbers, even someone from OVO was talking with the man from the shop. None of the cards were working in several different paypoints. Finally on Sunday OVO sent an engineer who came after 3H and only done £30 emergency top up and said that the meter looks fine and I only need a new card. So next day, I have called OVO again requesting new card for the meter. Was getting stressed as the Christmas were near and I was afraid that I will be left without gas. I have received new card by post but the card still wasn't working, now showing Error6002 in paypoint. I have called OVO AGAIN and asked them to send someone to check what is the problem as I already had 5 different cards and none of them was working. Engineer came after 3H and said that he cannot do emergency top up as I still have £2 of emergency gas on the meter. I have asked him if he could check the meter to see what is the issue to what he replied that he was only send to do top up and I need to call OVO tomorrow to send someone else. I ran out of gas the next day and couldn't top up. After spending over an hour on the phone with OVO they have send another engineer who done emergency top up again and said that the meter is fine and we need a new card. The issue last for a week now and nobody seems to know how to resolve it. I have called OVO 15 times, spend hours on the phone, every time received different information from different customer advisor. I am absolutely disappointed with OVO at the moment and spent Christmas time stressing over gas supply.

Hi ​@olgakrzy ,

I have asked the Forum Moderators to review this thread. Please wait until Monday for them to return.

​@Bradley_OVO any chance you’ve got a second? ^^

Hey ​@olgakrzy 

Did you get this sorted? I’m sorry this sounds like such a stressful situation. 
 

I found this guide which might be helpful to you. 

If your meter says HELP Please call us right away so that we can send out an engineer to reset your meter before it runs out of credit and disconnects.
 

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.

If you need to contact the team on a Sunday, our Social team is able to support you. Send us a message on Facebook or Twitter from 9am - 5pm. This team is also able to schedule an emergency meter appointment if needed. More info on what to do in an emergency here.
 

There is also the option to raise a complaint if you aren’t getting the help you need.

Please keep us posted with how you get on.

Hi i tried to pop up on my gas meter and says Call Help.

Hi ​@Spiros ,

The meter appears to have developed a fault, and it looks like you’re off-supply as well.

Please contact OVO immediately to get an engineer out. If you’re quick, you might catch OVO Support before they close at 8pm, otherwise you’ll need to wait until the morning.

Hey ​@Spiros 

Did you manage to get an appointment last night? If not please do try and contact the Support Team this morning so they can arrange this and get an engineer out to you. There’s a similar topic on the Forum which I’ve linked to below as that might also be helpful here:

Do let us know how you get on.

Morning ​@Spiros,

I just wanted to check that you’ve had an engineer out to you, and are back on supply? If you could let us know that’s be great.

Cheers!