My key seems to be broken, I topped up £250 but it wouldn’t refresh when put back in (called and confirmed it went through with Payzone)

I have been on hold for hours every day since Sunday now (3days). I am on hold and then the call hangs up after an hour. I am nearly out of electricity and I have lots of things dependent on the electricity running. I am a pharmacy student and have multiple courseworks due this week. 
 

Meanwhile, I am number 430 on the web chat. I am running out of options and time. The amount of stress this has caused is unbearable. If anyone knows what I can do please help.  

Hi @shinelbell ,

I have flagged your post for attention by the forum moderators. They may be able to advise on your options.

I know it might not solve your current issue, but have you considered moving over to OVO Pay Monthly perhaps? It might help prevent an issue like this from happening again.

I use the boost app for PAYG gas and electric. I have never had an issue until being notified of the system being updated but now the app won’t accept my gas payment. I have never been on the emergency gas and have always topped up weekly from day one! Whats the problem as my gas will hit emergency and go off very soon!

Hi @HarleyQuinn ,

You can still top-up over the phone on 0330 102 7517. Or you can use the barcode in the app to top-up at any PayPoint shop. This is a PayPoint issue, so you can get help via live chat within the app.

Thanks Ive sorted it now. I apparently needed a new account number for the gas after the updates as it couldn’t be recognised using any of the payment methods. 

Hi I'm unable to top my gas up via the boost app and paypoint been trying to ring boost all day and I'm just getting music currently on 55 mins again listening to music, Web chat was no help I have a disabled child in the house 

Hi @Kelly22 ,

Have you tried the chat within the app by any chance? If not, it might be worth a go. Otherwise, don’t give up on the phones.

I’ll be here if you need me.

I am elderly and lost my ovo gas card. No gas. Can't get through to them for 3 hours now

Hi @Bevince ,

Try Live Chat as it might be faster. Are you with Boost perhaps?

I lost my ovo card. I have no gas. I am elderly. Been waiting on the phone for over 3 hours now

What do you do with a payment code 

I have never used the top up by telephone before 

Hi @Paulinelal ,

The answer depends on your meter type. Can you post photos of the meters please?

Can anyone please help, we had a new smart meter installed 4 weeks ago, so far it’s been fine but Monday night I topped up online for £50 but it hasn’t registered on our meter. I managed to get through to someone (after 40 minutes on hold) they told me to type in the code manually on my meter using the A and B buttons but the code was rejected, topped up again with £5 just to see and the same problem “rejected”.

Called the helpline last night and after 50 minutes was cut off, called again today (40 minutes on hold) but was told because I have power they can’t help me as I’m not a priority. I appreciate there are people with no power and they must come first but I am down to £9 credit….it’s nearly Christmas and I have no other way to top up my electric….PLEASE can anyone help? I’m so stressed out with this, we’ve only had it a month.

Please help if you can.

Thank you

Gez

I have not come across this before but I suggest you keep a record of the time, date and amount when you topped up, so that if you think your bill is wrong when you receive it, you can challenge with factual data and it can be easily checked.  Good luck.

Thanks for the reply Knitter.

we are pre pay though, our problem is our meter is not registering our top ups, even when I do it manually I’m getting “rejected” message.

Gez

Help! I'm on a pay n go and my meter is  saying call for help when I put card in...iv tried god noze how many numbers including sse numbers. Has anyone got a clue who to phone please 🥺

Ok thanks I'll try in the morning

Anyone having trouble getting credit on their prepayment meter? 

I have put credit on and it has not registered on my meter which is now saying I'm in debit. The money has been taken from my bank.

Hi @Kblake ,

If it’s a Smart Meter, just use the UTRN Code to force the credit through. If you lost it, Support can help you retrieve it again. This will apply the credit to the meter immediately, even if it didn’t apply automatically.

My smart meter is now showing Gas as estimated bill rather than balance remaining .  Electricity is fine and shows my top ups on balance.

This stopped on 8/11/22 or thereabouts.  Boost app shows payments made

Any ideas?

What make of meter do you have @AliAinslie ?

I am looking after my friends house whilst she is in hospital. how do i pay for gas and electric on the smart meter . i do not have her cards but have downloaded the boost app  i am at a loss as to take over the payements . any help please...  

Ovo took over my gas supply from SSE. The new OVO gas top up card didn't work. So far the past 21 days I've had 2 failed engineers visits, 2 failed "blue flash" top up card deliveries, been sent to a shop 2 collect a card that didn't exist and been told on the phone and the Web chat about 10 times that a card has been requested and I will receive it in the post in 1-3 days, no card has arrived. I have spent over 20 hours on the phone to South Africa and over 20 hours on the Web chat. I've got nowhere and been told there is a shortage of cards and I just have to be patient. I've been patient for 21 days now, I just want to have gas. Is that to much to ask. I've lost the will to live dealing with OVO. How can they run their company like this.

Is it not possible to speak to someone in the uk and get this sorted out. I have found the South African call centre and Web chat totally unhelpful and often down right rude.

Hey @headlight 

I’m really sorry to hear about the issues you’ve been having.

You can carry on using their old gas card if it still works whilst you wait for their new card to be sent out to you.

If you’re off supply you should call the Support Team as soon as possible to have them get you back on supply.

If you’re not off supply, please reply to our private message from the Forum_Support team who will help raise a complaint. You’ll be able to find that message here: https://forum.ovoenergy.com/inbox/overview.