Hey @bsf25,

So sorry you didn’t get a response to your query, is this all sorted now?

Unfortunately, we don't have access to your account on the Forum, you’ll need to contact customer support about this issue. 

How to get in contact about my OVO Pay As You Go account

• The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 9am to 5pm Monday to Friday and 8am to 2pm on Saturday.
• Or call us on 0330 175 9669 during the same times.

Hi there.
Does anyone know, either on the Forum here or from Ovo, if there is a problem with payments today (11/01/2024)?

Electric and Gas bill has arrived, and my 84 year-old mum still pays the old fashioned way, with the old Southern Electric Gas and Leccy Payment Cards, which have always worked fine at the local Post Office.
Tried to make payments just a few minutes ago, and neither card was working/wasn’t accepted by the system.
Despite them being an obsolete payment method (OVO STILL haven’t replaced them!) they’ve always worked fine at the Post Office, and we’ve never had a problem with them until today.

Have had to leave it for now, as she has no other payment method currently, but any information as to why they aren’t working today would be much appreciated.

Cheers!

Nevermind.
I just spoke to someone from OVO, who informed me that the Southern Electric and Gas Payment cards are no longer being accepted as payment methods, which is a complete pain in the proverbial, but that OVO are looking to replace them at some point, due to the amount of complaints.
Understandable, as a lot of older former Southern Electric Customers are used to paying with these cards at the Post Office once a month, and don’t like the change.
Let’s hope a replacement payment card or something is implemented soon.

That’s probably because ALL remaining SSE infrastructure has now been completely shut down.

Those payment cards were still sending the cash to SSE, which was then being swept over to OVO’s accounts on a regular basis. With the SSE infrastructure gone, there’s nowhere for the money to go, so it bounces back as failed.

Yep, it really isn't great that the SSE infrastructure was closed down before OVO had an alternative in place.

Failing cards for old vulnerable customers must be extremely worrying for many.

It would be worth putting a review on the OVO Trustpilot site if you haven't already 

https://uk.trustpilot.com/review/www.ovoenergy.com

Hey @DaveThorn76 

Sorry to hear about this.

I’ve reached out to the team for some clarification on this and I’m just awaiting their update.

I’ll pop back here when I’ve got some more information from the team.

Hey @DaveThorn76 

I spoke with the team about this and they’ve confirmed that if these are the old payment cards used for pay monthly customers these will have stopped working and you will need to select an alternative payment method such as Direct Debit, check out the home page for more on ways to pay: https://www.ovoenergy.com/help/article/how-to-pay.

If the meters are pay as you go meters, you can get a code from the Support Team for the electric key to convert to OVO, and a new gas card will be needed. We would also advise looking to top up at a paypoint instead.

How do I get a new pay as you go electricity card as I don’t have a phone at the moment.

Hi @dmel,

I’m sorry to hear this.

Are you able to contact the PAYG team by webchat? They’re available from 8am - 8pm during the week.

I think i need a new gas card, i currently have an old Southern Electric one (traditional PAYG meter). The meter also says B1 on it.