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Rank 1
Tee1
Rank 1
June 28, 2025
Solved

I've moved into a property, it's top up- Why has the credit gone down already, I've not used anything?

  • June 28, 2025
  • 19 replies
  • 321 views

A quick question recently signed a tenancy and did top up electricity and gas £10 each a week ago. I've not moved in the property yet and my balance on electricity & gas is already below £5. Can someone tell me how does this pay as you go works and how can top up disappear when there is no electricity or gas switched on yet 

 

Thank you for your help and advise 

Best answer by BPLightlog

Hi ​@Tee1 , you will need to set up your own account (if not already done) as the previous tenant has probably sent a final reading for their usage. You will also have daily standing charges to account for.
There’s a guide here 

 

19 replies

Show previous replies
J
Newcomer
Jinling
Newcomer
July 3, 2025

I pay my bill by key not by receipt so I don't have receipt or mail thanks

Chris_OVO
Community Manager
Chris_OVO
Community Manager
July 4, 2025

Hey ​@Jinling,

 

As @Blastoise186 noted, traditional pay-as-you-go customers who pay by key do not have access to an online service. To gain online viewing functionality, these meters would need to be upgraded to smart meters.

 

 If you don’t have a smart meter yet? - Book today!

 

You might find these additional articles helpful

 

I hope this helps! 

 

Renewable energy jokes never get old.
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
July 4, 2025

Hey ​@Jinling,

You will need to call OVO, but we do have the option of language line. If we receive a call from a customer whose first language isn't English, we can offer a translator through LanguageLine.
 


Setting up an OVO account

 

Decided to fix in to an OVO plan or switch to another supplier? Either way we’ll need to set you up an OVO account. 

 

Even if you’re planning a next day switch, setting up an account with OVO can help the switch progress smoothly and be sure you’ll receive an accurate statement covering the time between your move-in and your switch away.

 

If your new home is supplied by OVO, you can call our Support Team on 0330 303 5063, we’re open Monday- Friday 9am to 5pm. Or, if you’d prefer to do it all online you can sign up here. 

 

Once you put in your new address details the website will recognise we already supply your new home and give you a quote based on the usage figures we have for the property. 
 

OVO Energy offers accessibility support for customers who need language assistance. We provide a free British Sign Language (BSL) service through SignVideo, allowing BSL users to connect with OVO advisers via an online interpreter. For other languages, LanguageLine Solutions provides on-demand telephone and video interpreting services, which OVO customers can access. 

Renewable Energy? Big Fan.
Firedog
Super User
FiredogSuper User
Super User
July 4, 2025

 

OVO Energy offers accessibility support for customers who need language assistance. We provide a free British Sign Language (BSL) service through SignVideo, allowing BSL users to connect with OVO advisers via an online interpreter. For other languages, LanguageLine Solutions provides on-demand telephone and video interpreting services, which OVO customers can access. 

 

​@Emmanuelle_OVO This is the first I’ve heard of OVO’s LanguageLine offering. You say specifically that the BSL service is free; does that mean that LanguageLine interpreting isn’t?

A search of the Help pages produced nothing at all ...

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
J
Newcomer
Jinling
Newcomer
July 5, 2025

What number should I call to get an interpreter?

Blastoise186
Super User
Blastoise186Super User
Super User
July 5, 2025

You can call the regular number. The agent should be able to get an interpreter on the call if needed.

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J
Newcomer
Jinling
Newcomer
July 5, 2025

it is this number 03303035063

Blastoise186
Super User
Blastoise186Super User
Super User
July 5, 2025

No. For PAYG it’d be 0330 175 9669 per:

 

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
Chris_OVO
Community Manager
Chris_OVO
Community Manager
July 7, 2025

Hey ​@Firedog & ​@Blastoise186, 

 

On the article below that I made about the PSR customers can get help if they’re unable to speak English and are needing support.

 

​@Jinling would just call us using the Pay as you Go contact number shown above 0330 175 9669 and ask for an interpreter and one would be provided free of charge.   

Renewable energy jokes never get old.
    Terms & ConditionsAccessibility statement

    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd