I need a new top up key, how can I get a new one?

B3 not B1

Hey ​@Gasisnottoppingup ,

If memory serves… You need to have the meter replaced NOW. B3 is an error code that indicates the internal battery is about to run out and has maybe just a few weeks of juice left before it runs out - which may disconnect your supply. Your card isn’t faulty - the meter is. The replacement meter will be a Smart Meter.

Please contact OVO ASAP to have this arranged. Just a heads up that if you’re dual-fuel, both meters will be replaced at the same time.

Hey ​@Gasisnottoppingup 

I’m glad to see you’ve already had some helpful advice from Blastoise186 that you may need to have the meter replaced.

This would appear to be the case, if you can get in touch with the Support Team as soon as possible so they can arrange a meter exchange.

There’s a helpful article also that explains all meter error codes, check it out here.

I hope this helps, do let us know how you get on.

Ok, its been showing B3 for the past year,iv still been able to top up.

I currently have no gas as my card is not registering in the meter (card is about 10 years old but has £30 credit on)  so can i not get a replacement card in the meantime whilst waiting for a new meter since i have no gas

You can certainly try a card replacement in case that helps, it’s possible the B3 code is hiding other codes because it’s likely higher priority.

You’ll need to ask OVO for a TAG Code to do this. Once you have it, swing by any Paypoint after one hour has passed and you can get a new card there. Paypoint Super Agents like Co-Op tend to be better equipped for this.

But if you’re off-supply, OVO can actually arrange an Emergency Engineer today if you let them know ASAP.

Ok thank you. Whats the best number to call them on? 

It should be found under this guide

The Forum Moderators prefer to keep the numbers in one place these days to make updating them easier as it reduces the number of refences that need updating. But if you struggle to find it, lmk and I’ll provide it directly. You’ll want the PAYG one so that you hit the right team.

Hi, My gas connection disconnected on last Thursday(28th may) and I recently moved to the flat and today I connltacted the ovo shotline and arrange everything but they give me a shop to collect a new card and they don't have the card. Afterthat I try with different stores and postofgices near me around 20 and everyone said they haven't any. I don't know what is the issue. But I got 5 year old boy and he really struggling without the hot water. Pls help.

Hey ​@Ishanhapuarachchige 

Sorry to hear about the trouble you’re having getting a new card and back on supply. 

If none of the shops in your area have a compatible card, please do get back in touch with the Support Team. You can chat with them here by clicking the green chat icon at the bottom right of your screen. Or call the OVO PAYG Team on 0330 175 9669 – we can help.

It might be worth looking into having smart meters fitted instead so that topping up can actually be made easier as it can be done remotely from the app. You can find out more on this in the topic below:

If you’re not sure Pay As You Go is right for you, and are interested in switching to pay monthly you can contact the Pay As You Go Support Team. Also, if you or anyone in your household is vulnerable, or just needs a little extra assistance at a difficult time in your lives, our Priority Services Register is a free support service you might find useful.

Do let us know how you get on.

Hey ​@Gasisnottoppingup 

Let us know if you have any issue at all getting through. Do keep us updated with how you get on.