I'm on pay as you go, do I get any bill summaries?

I was also quite surprised that you say your traditional (non-smart meter) is only 3-years old.

Does it have a date shown on it anywhere?
If not and you feel like posting a picture then someone can probably tell you just how old it actually is from the other numbers on it.

As I said, without Smart Meters, being on PAYG makes it impossible for the Supplier to know anything even close to real-time about what’s going on. It takes time for the data to get back to them after you run a top-up (it’s not necessarily immediate!) and even then, they’d only have data from the last time you shoved the key/card into the Meter prior to that particular shop visit. So any online account would be immediately outdated as soon as you looked at it unless you downloaded the Meter data onto the key/card every day and then went to the shop immediately after doing so.

Under the Gas Act 1986 and Electricity Act 1989, the Meter is legally owned by/the property of the Supplier unless you install your own one and manage to get that approved (very rare for Domestic supplies!). Even if the Supplier is using a Meter Asset Provider to finance them, the same rules still apply.

Please remember that I am a Volunteer who gives my time for free to help out on here and I don’t work in the energy industry at all. As such, I can also choose to withdraw my assistance at anytime at my discretion without giving a reason. Please play nice, otherwise I may exercise said discretion.

I use smart meter and smart card,so how can I get paper bill monthly?

Hi ​@Van ,

If you’re on PAYG (which it sounds like you might be), you will NOT receive bills. You’ll instead get a statement once a year.

If you’re Pay Monthly, you can request this by calling 0330 303 5063 or via Live Chat at https://ovoenergy.com/help .

Please note that there is a charge for paper bills unless you’re on the Priority Services Register.

Hey ​@Van 

I’m glad to see one of our volunteers has already stopped by with some really helpful advice here for you on this.

I just wanted to add one more thing just in case.

If you’re meters are smart but in Pay As You Go mode and you wish to change to monthly bills, then you’d need to reach out to the Support Team about this one too. I’ve also linked below to a few topics which might be helpful to you:

I hope this helps.

I have applied for a warmer home grant which has been approved subject to me providing an energy statement with my name, address and day and night tariff displayed on it. I am a pay as you go customer and haven’t had a statement since February 2024 which is no good. I phoned up and after waiting for over an hour for someone to talk to me I was promised one within 24-48 hours. That was on Monday. I have still not had it and the company who are meant to be doing the work are saying they are going to cancel if I don’t provide one by next week. Can anyone help? 

Hi ​@Fedupjen ,

If it’s been posted out you’ll need to wait for the post I’m afraid.

Please call 0330 175 9669 again in the morning or use Live Chat.

They said they would email it to me 🙄 I spent 2 hours on the web chat thing and apparently because I’m pay as you go they can’t give me one 😡 they eventually sent me a letter with the info on it after I pointed out that they should at least provide me my basic information on request, I’m just waiting to hear if that will be accepted. Second class customers if you are pay as you go apparently. Despite never getting into debt and not having to send in meter readings or adjust bills which is more time consuming for them, I also pay a higher rate for my electric because I am on a Pay as You Go meter. Getting my information should not be this hard or inconvenient 3 and a half hours of my life I won’t get back 🤦🏻‍♀️

I’m sorry I can’t help with the statement you need, but I’d just like to point out that I’m not sure that this statement is true. I just checked the average price-capped rates for customers in GB and see these VAT-inclusive figures:

  Direct Debit:  Unit rate 26.35 p/kWh,  Standing charge 53.68 p/day
  Prepayment: Unit rate 25.54 p/kWh,  Standing charge 53.68 p/day 

Rates vary across the country, but I think the comparison is accurate in general - the average customer on PAYG pays the same standing charge and a 3% lower unit rate than one paying by Direct Debit. Those who pay on receipt of bill are charged  significantly more. 

You can see all of OVO’s tariffs on this page: Our prices | OVO Energy 

​@Fedupjen I hope you’re well, and welcome to the OVO Forum.

I can assure you that we don’t see our Pay As You Go customers as second class customers. The issue is that, if you’re on Pay As You Go, you don’t receive statements, because we bill you on the meter itself. 

If you ask our Support Team they’ll be able to send you an email containing your rates, name and address. Would this be acceptable for the grant?