How do I change from Top Up to Pay Monthly

This forum is public so please can you remove your personal information. Press the three dots on the lower right hand corner and edit .

Also, you can’t make that request via this forum. Please call 0330 175 9669 or use Live Chat at https://ovoenergy.com/help for this.

I just moved into a property and moved the OVO account in my name.

The property was on pay as you go previously and I requested to change it to a monthly payment instead. That’s all done but I still can’t access my account over 72 hours later, it still claims I am on pay as you go.

I contacted customer support and they keep transferring me between the same two teams over and over again and no one seems to know what’s going on or communicate with the rest of the teams in this business.

My question is, is the customer support always like this? Because if they can’t solve even a simple issue like this it will be best to switch to a different provider while I have the chance.

It takes time for these changes to process - it’s never instant and that’s the same across basically all suppliers.

Try Live Chat via https://ovoenergy.com/help . Otherwise, https://ovoenergy.com/feedback has your back.

And no, I don’t see this happen very often.

Hey @danni.gm,

Sorry to hear of the issues you’re having,

Do you know if you’re OVO pay as you go or Boost?

• Pay As You Go - Topic Hub & How to get in touch Hub

Did they give you a timeframe for your account to be set up? 

Hey @danni.gm 

How are things with this now? Are you able to access your account yet?

I recently moved into a new flat and was told by my landlord that ovo is the energy supplier for this flat. So I called them and signed up and was told to top up the meter, which I did and called ovo to reconnect the meter to get the electricity back on, after 4 hours!. I would like to switch to pay monthly, Kindly share the contact information to get in touch with the appropriate team, so I can switch over smoothly. 

thank you and kind regards

Haris Hanif

You will need to contact Customer Support

Customer Support  -  tel:03303035063

Webchat  -https://help.ovoenergy.com/#contact_us_container

or if you need Boost - tel:03301027517

Webchat - https://www.boostpower.co.uk/help/

How do I do this? I’ve spent hours being bounced between ‘advisors’ HELP

Hi @annmalone28 ,

If you’re on OVO PAYG you need to arrange this via the PAYG Support Team, either via Live Chat at https://ovoenergy.com/help or by phone on 0330 175 9669.

If you’re on Boost, you need to ask their team to make the arrangements. Live Chat via https://boostpower.co.uk/help or call 0330 102 7517. It’s been a while since I had to recall the Boost number, so my apologies if it sends you the wrong way!

I seriously cannot wait on phone or chat anymore! I was waiting 2 hours yesterday and then missed the advisor…….

I’m afraid those are the only options I know of.

Try to avoid Mondays - it’s much quieter later in the week

hi all i am a 77 year old with poor hearing so please bear with me. The story so far i moved into a house in February that had pay as you go card so the first thing i did was ask for a smart meter and to go on monthly credit they were very efficient but could not move the credit side as i was with SS but after months with lots of phone calls my gas was moved on to the app. Now this is my problem my electric and gas come up on my OVO app with no problem on my gas account but when i go on to the electric it says i am on PAYG so i have tried so many times to talk to OVO  and they all ways say you are on credit meter and tell me lots of things to do i have also tried the bot on to a human same result i then put in a complaint (well my daughter did ) and i got a sorry and a call from tech department and now i was told it was to do with BOOST not transferred ????? the last time i tried to get through to the bot i was number 50. I must say all the OVO staff i have talked to were great but no help

sorry to go on but i am so worn down with all this so any help please Roy

For this one, you probably need to get Boost to move you over. Try the Live Chat at https://boostpower.co.uk/help for this.

If you use Relay UK, it’s 18001 0330 102 7517.

Hey @Roy C,

I’m sorry to hear this, 

I’ll ask Forum_Support to reach out, please keep an eye on your private messages.

If you haven’t already, I'd recommend signing up to our Priority Services Register. 

@Roy C 

Keep an eye out here for a mesage

https://forum.ovoenergy.com/inbox/overview

thanks for reply Blastoise 186 i have tried this morning getting no-ware they just say the same thing all is set right so i give up for now try again next week as i have wasted 2 hours of my time thanks agin

Please check your Private Messages if you haven’t already done so: https://forum.ovoenergy.com/inbox/overview

I’m helping my daughter move in to her new property she has bought. It has an electric smart meter and a gas prepayment meter. She set up an account with OVO and they offered to change the meter to a smart meter and pay direct debit.

An engineer came out a few days later. Said the gas was too far from the electric for a gas smart meter to be installed. A Dual band meter would work but he did not have one in the van. No problem, ring OVO ask for another engineer visit.

Engineer was booked yesterday for 12-4pm appointment. Nobody came. We spent 90 minutes on phone to OVO who came up with a list of lies as to why we could not book another appointment including - we are fully booked until the end of December, you already have a gas smart meter fitted, the engineer has said you are unable to have a smart meter so there is a block on the system to say we cannot arrange further bookings.

Are we stuck with prepayment forever?

Nope, this can be fixed.

Try https://ovoenergy.com/feedback as there’s been some new options on there recently.

Hey @Gary Alford,

Blastoise is right, customer support can remove the previous missed appointment from the system so you can re book.

This topic might be helpful to you:

Hello. I have just had smart meters installed last week so I can switch from PAYG to pay monthly. I tried asking the pay as you go team if I could switch but they said I could not as I had a debt on my account. I called the collections team to find out what this debt was and they said I had over £700 from when I transferred from SSE to Ovo.  I moved into the property in Oct 2022 and have always kept the meter topped up so I am at a loss of how I could have accumulated such a debt. They said I would need to call SSE on 03450707373 to find out but that number no longer works. I don't know where to turn to now. 

Hi @wmcguinness ,

If you haven’t already, try 0800 069 9831 as the Collections Team on OVO’s side will be able to dig deeper and figure this one out.

@Blastoise186 Thanks for your reply. I got back in touch with a really helpful person from the PAYG team and they said the only debt on my account was approx £3 on each meter due to £5 temporary credit being applied as I hadn't been supplied with top up cards after the smart meter switch. I have now arranged for this to be paid off today. I think the collections team were giving me details of the previous occupants debt as they were saying there was only approx £100 left to pay of the £700 as I had been paying on a payment plan. I tried to explain I hadn't been paying towards this debt but they weren't having it. At least I seen to be getting somewhere now