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johnas74
Rank 1
September 14, 2026
Question

getting nowhere

  • September 14, 2026
  • 3 replies
  • 17 views

This is more than likely going to be sent in as a complaint. Anyway I've just rented a one bed flat. through karbon homes. Everything has went smoothly until dealing with OVO. There is £167 debt owed on the payg meter, nothing whatsoever to do with me. 

Rang up, explained this, said they would send me my top up card out. this took 12 days, they then said to put card in meter and would clear the debt, it hasn't, I've been onto chat and spoke to about 5 different staff. 

They've now told me they will send another card out 3-5 days and this card will clear the debt, but form what I've read online, this will not happen and I should've been sent a RTI code but seems I'm just getting fobbed off. 

Will wait to see if this card wipes the debt and if it doesn't a big complaint will be going in, my gas is currently capped at the moment, I cant get it uncapped until the debt is wrote off, ive now had no hot water or heating for 3 weeks. 

I will 100% be moving to another energy company once this ridiculousness gets sorted. 

3 replies

Abby_OVO
Community Manager
Abby_OVO
Community Manager
September 15, 2026

Hey ​@johnas74 

 

I’m sorry to hear things haven’t been going straightforward with this. 

 

We don’t have access to accounts here at the Forum so please do get back in touch with the Support Team so they can get this resolved. It sounds like it’s worth contacting them about that RTI when the new card has arrived. Although, I might have expected them to send someone out to get this cleared seen as it’s causing you to end up with no hot water or heating, especially when the debt would appear to be as a result of either the previous tenant or the letting agent/estate agents.

 

As you mentioned, I would suggest raising a complaint about how this has been dealt with so far as they should be doing more to help you get this sorted. I am slightly curios if karbon housing had their own account or if this debt is attributed to the previous tenant, either way this shouldn’t stop the Support Team from setting up your new account and clearing the debt. 

 

We do have a guide on moving into a property with Pay As You Go meters that may be helpful in checking everything has been set up properly on your new account:

 

 

Do let us know how you get on.

Currently Playing: She's Electric
Nukecad
Super User
NukecadSuper User
Super User
September 15, 2026

Just to make absolutely sure:

Have you actually set up your own new account with OVO?
Or are you trying to use the previous tenants account?

Only if you have a new account of your own will inserting a new card for that new account reset the meter balance.

However you are trying to use the previous tenants account then the card sent out will simply be a replacement card for that account and will not reset the meter balance.

I said, Hey - Watts going on.
Rank 1
johnas74Author
Rank 1
September 15, 2026

i have been on the phone to set up an account. They said they would have to send me a new top up card, which actually took 12 days, not 3-5 which they said,  told me when i get the card to insert it and to get in touch with them, which i did. Got passed around and put on hold a lot, then got told another card will be sent out to clear the debt. 

When i’ve looked into it , the card wont clear the debt and they should’ve given me an RTI code. 

its been quite a farce all of this. 

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OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

OVO (S) Gas Limited is part of OVO Group Ltd