I'm PAYG and switched to OVO - need new top up card

Hey ​@Liam naylor 

Welcome to the OVO Online Community

Some helpful advice from Blastoise here:
 

Moving in

One of the most important things to remember when moving into a new home is to take meter readings. You can note these somewhere safe or photograph them with your phone. Remember this step: if the property has a smart meter, it automatically sends us a reading. Otherwise, you'll use an estimated reading until we get the first one.

If OVO already supplies your new home, contact us, and we can arrange to open the account at your address. If you had an OVO plan at your last address, we'll close that account for you and open a new one at the new address. If you’re not sure who supplies your new home, use our guide to find out. And if your meter isn't with OVO, but you'd like to join, you can switch to us.

We know moving is busy, so get in touch when you can via online chat or phone, on the move day or afterwards. Please have a few details ready so we can help you quickly.

We'll ask you:

the date you moved in

for meter readings from your move-in date

the complete address and postcode of your new home

if you'd like a smart meter, if there isn't one already installed

We'll email you a welcome pack with everything you need to know about your rates and how to top up. If previous residents left any top-up keys or cards, please throw these away. You'll need to top up using the details we send you, as they're linked to your OVO account.

Here's the online top up portal page for OVO Pay As You Go customers with a smart meter. 

For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Android. 

For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Apple.

Hello, I am hoping to get some help and advice please. I moved to a new property several days ago and I still have no gas and electricity supply. I believe the house was empty for around 5 years.

The previous owner or tenant ran up a huge debt (according to Ovo customer services) and there are prepayment meters fitted that are still linked to an old account. I was advised by customer services to take the reset code they gave me to a PayPoint to reset the meter key. I went to quite a few PayPoints but they all refused to reset the key saying that they can only top-up.

After calling customer services, I have now emailed with all the details of everything I have done following the advice I had been given. However, it is now more than 48 hours since I emailed and I still haven’t had a reply.

I would like to pay by monthly direct debit and move away from the prepayment meters that are installed. I have been able to book to have smart meters fitted next week and I’m hoping this will be the solution for getting my power switched on. I am getting desperate now and I really don’t think I can wait until next week.

Does anyone have any advice on what I can do in the meantime? Resetting the key and linking it to my account does not seem to be an option. It has also been very stressful going around the PayPoints as I don’t drive and I have chronic illnesses.

I don’t seem to be getting anywhere with customer services, so any help or advice would be wonderful!

Good evening ​@Bookworm74 ,

Firstly, please accept our apologies for the slow reply. The OVO Forum is powered by Forum Volunteers (like me!) so we sometimes get a little busy with other things and might not be able to catch you at the most convenient times. Please don’t worry about replying rapidly - you can reply at your convenience and we’ll swing by again when we can as we’ll know you’re waiting for us.

I’ve read your post a few times now (thanks for the details btw, helps a ton) and I think I need to take this one away to discuss in the Forum backstage with the others before we can answer it. This is mainly just because I think it needs a bit of discussion about what we can recommend and also because I’m not sure what to suggest right now. I will do that immediately after this reply is posted.

Doing this will also inform the Forum Moderators in case they have suggestions that might help, since they can also see the backstage discussions we have between us.

What I can say is that you are NOT liable for the monster debt that built up from before you moved in - OVO can absolutely wipe that out for you and chase the actual liable party for payment so you won’t have to.

As for the PayPoint issues? I’d say those shops are breaking the agreements with PayPoint as they are ALL Supposed to be capable of handling those reset codes - it’s part of the onboarding that PayPoint provides them! If you don’t mind, could you let PayPoint know about this please? You can use the form at https://consumer.paypoint.com/ which is exposed by selecting I experienced an issue with my local retailer → I’d like to make a complaint about the service I received in a PayPoint store which should open up the form. Set the reason as I’ve been refused or charged for PayPoint services which should do the trick. Please include the names and addresses of the stores and include a description of what happened - make sure to mention that the stores refused to accept an authorised RTI Number/Code which is supposed to be supported by the PayPoint infrastructure.

I also found this in case it helps. Next time you go to a PayPoint store, if they moan about not being capable of doing these transactions, please give them the following instructions.

Feel free to also remind the shopkeeper that PayPoint will have already given them these instructions and that ALL PayPoint stores are expected and required to adhere to them, per the Service Agreements they signed with PayPoint.

PayPoint Guidance: How to issue/set up NEW Energy Keys

Electricity

Customers will have been issued with an 8-digit code for a new energy key. If you stock a few suppliers’ electricity keys, it’s important that you store them separately and issue them correctly to your customers.

1. Type in the 8 digit code and then press Enter

2. Select 3 = KEY ISSUE

3. Take a new key from your stock and insert it into the small slot on the front of the terminal (the same slot used to charge a key).

4. Select ‘CONFIRM’ to complete the transaction.

5. Wait for the message ‘PLEASE REMOVE TOKEN’ to appear on
your touch screen before removing the key.

• Please Note: The OVO Forum Volunteers recommend you insert the Key into the Meter and register it before attempting your first top-up, to ensure a successful registration.

PayPoint Guidance: How to update EXISTING Energy Keys

Electricity:

Some customers may need to update their energy key. In this instance, the supplier will give the customer an 8 digit number and advise them to bring their key and 8 digit code to their local PayPoint store.

1. Use the PayPoint terminal keypad to type in the customer’s 8 digit number

2. Check you typed the number in correctly

3. Press ENTER

4. Select 3=KEY ISSUE

5. Take your customer’s key and insert it into the small slot at the front of the PayPoint terminal (the same slot used to charge a key).

6. The terminal will display the message ‘EXISTING KEY’. Select ‘CONFIRM’.

7. Finally, select ‘CONFIRM’ to complete the transaction.

8. Wait for the message ‘PLEASE REMOVE TOKEN’ to appear on your touch screen before removing the key.

• Please Note: The OVO Forum Volunteers recommend you insert the Key into the Meter and register it before attempting your first top-up, to ensure a successful registration.

PayPoint Guidance: How to issue NEW Gas Cards with an RTI (Remote Token Issue) Number:

Gas:

Remember that the key or card needs to be processed through the PayPoint system correctly so that it’s logged as a sale. This is so that we can process your commision and replace your used stock.

Make sure all your staff know how to process the following transaction.

1. Select ISSUING GAS & ELECTRICITY, QUANTUM RTI and the relevant energy supplier.

2. Insert a new gas card from your stock in the slot. Enter the customer’s 7-digit RTI number and CONFIRM.

Once you’ve issued a new gas card to the customer, they can top up their new card straight away. Simply re-insert the card to complete a credit transaction and follow the instructions on the screen

• Please Note: The OVO Forum Volunteers recommend you insert the Card into the Meter and register it before attempting your first top-up, to ensure a successful registration.

This should do the trick (Thanks to my local shopkeeper for telling me the above, you know who you are!). If they still moan about it, report them to PayPoint for breaching the service rules and PayPoint will have a quiet word with them about it. Of course, I’m totally not supposed to have that info, but I do because I know a lot of people. And personally, I’d rather make it available to prevent issues like this in the first place.

Just curious, but did you submit a complaint to OVO about the other elements via https://ovoenergy.com/feedback by any chance? If not, I’d suggest doing so as it may help get things sorted out more easily.

Please bear with us as we figure this one out. As soon as we have any further suggestions, we’ll let you know right here.

Thanks for bearing with us!

Thank you so much ​@Blastoise186 for your time in helping me to resolve this issue.

That’s interesting about the PayPoints. I initially gave them the benefit of the doubt and did actually believe they could only top-up. But I did wonder after a while if they hadn’t been entirely truthful. I will definitely follow your link and report the shops to PayPoint. They absolutely should not breach their service agreement.

No, I haven’t submitted a complaint to Ovo. I was hoping I wouldn’t have to! I will do this if it can help to move things along a little quicker.

Many thanks again for your support. I will check back later to see if you have been able to find a way to resolve this.

No worries. I’m actually out most of today (I have volunteer duties elsewhere unfortunately) but I’ll be able to check-in at a few points during the day. But there’s others around who’ll probably swing by at some point anyway.

But yeah, sounds to me as if those stores might have been lazy - PayPoint literally issues them a giant user manual that tells them basically everything. Oh well, their loss I guess - they’ll have lost out on commission by refusing the transaction… Which is offered as an incentive on ALL PayPoint transactions to encourage them to actually get it done.

The idea is that they should all provide a consistent service, so reporting them helps to make sure they do.

Hey ​@Bookworm74 

Blastoise has given some excellent advice here. 

Just wanted to add we have a topic hub which might be helpful to you:
 

Hi all. New customer, in a bit of a dilemma.

I’ve been due to move for a while, from a house to a flat. When I signed for the new rental, unbeknown to me, the Housing Association initiated a transfer from BG to OVO, who supply the flats.

The problem is, the move has been delayed due to illness. I’m still in the old property, and haven’t been able to visit the new one to check for mail and get any account details. Today, my gas was cut off as my contract with BG is up.

I contacted BG to get it reinstated, but they’re telling me that they can’t do anything because this property is now supplied by OVO. I obviously can’t contact OVO at the moment due to the time. Meanwhile, I have no central heating or hot water. My other fear is that the electric may also go off at any moment, meaning I’ll lose use of electric heaters, as well as food in the fridge and freezer.

Does anyone know how likely that is? Do they, by some miracle, leave the electric on? I’m new to all this and have no idea how things work.

Hi ​@Paranoimia ,

Unless you’re PAYG/Prepayment then the answer is definitely a solid no. OVO would NEVER disconnect you randomly without telling you first.

If you’re PAYG, the primary disconnection reason is a Self-Disconnection through your credit running out - which is considered to be your responsibility as you didn’t feed the meter.

Hey ​@Paranoimia 

Sorry to hear about this but I’m glad to see Blastoise186 has already stopped by with some helpful advice.

I’d recommend getting in touch with the Support Team today so you can have an account set up as any previous account details won’t be linked to yourself so you’ll need to have your own account set up first.

Let us know how you get on.

Do you mean that your new flat was previously with BG, and the housing association decided to change it for OVO? Or that your previous house was with BG, but the new flat is with OVO? I don’t know your circumstances, but, usually, it’s possible to switch to the supplier you prefer. It could take up to two months. But firstly, you would need to set up your account with the current supplier.

Was the gas stopped at your new flat? When I was moving into my current flat, I remember the housing association needed to do some safety checks before turning on the gas supply. I’m guessing it could be that. It worth to ask your housing association. It’s also possible they sent you a letter to your new flat explaining that.

As for OVO disconnecting you from any energy supply, as everyone said, it would not happen randomly. You will receive many letters before anything like that could happen. And there should be a good reason for that.