My gas smart meter display has always shown how many days I have left in gas after I top up, and obviously goes down, however it's just changed from this to the amount going up like it's now billing me, iv just topped up and it's the same, the credit isn't on my smart meter, and bill is still increasing, anyone else had this? Any suggestions?
Solved
IHD not showing top up payments
Best answer by Tim_OVO
Updated on 13/11/24 by Emmanuelle_OVO:
Having issues with your top up payments? The following topics may be helpful:
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 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday.
- Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm.
Hi
It sounds like you’re a prepayment customer - who is your supplier?
It also sounds like the In Home Display (IHD) is now showing a pay monthly rather than prepayment set up. Can you confirm if your actual smart meter (the thing attached to the wall) is showing your meter balance? What about the supplier online portal you use? It may need help from your supplier directly.
Updated on 13/11/24 by Emmanuelle_OVO:
Having issues with your top up payments? The following topics may be helpful:
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 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday.
- Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm.
Hi
It sounds like you’re a prepayment customer - who is your supplier?
It also sounds like the In Home Display (IHD) is now showing a pay monthly rather than prepayment set up. Can you confirm if your actual smart meter (the thing attached to the wall) is showing your meter balance? What about the supplier online portal you use? It may need help from your supplier directly.
Thank you for your reply, iv been in contact with ovo which I must say we're great and sorted it all out.
1 person likes this
Sometimes when I top up the gas using the OVO energy top up app it doesn't update on the smart energy tracker, resulting in me having to input the code in manually. The electricity does update it's just the gas. I wait 40 minutes. I'm wondering what this could be. The smart meter is working fine, and I am informed that the top ups are successful.
Hi
Sorry to hear about this, we don’t have access to your account here at the Forum, so you’ll be best to speak with the Support Team who can investigate this issue, and solve the problem for you.
It sounds like it could be the connection between the device and the meters, are they quite far apart? Or is it close to the meters?
Hi Abby,
I have spoken to the support team several times and they say the smart meter is working fine. They did mention that at times there can be network and signal issues with the app. The device is quite a little far I would say from the meter but it needs to be plugged in as I don't want it to lose battery. I have created an online account and tried to top up the gas and it did update. I think it's just the app at times it can be temperamental with signal/networking issues.
1 person likes this
My inhouse device is totally blank it has been working , but now is dead, should i unplug it and leave it for a while then plug in to see if it works, I am a Pay as you go so i need to see how much is on my meters.
+1- Plan Zero Hero
- 7867 replies
Hi
Yup, try that and see if it helps. Sometimes it does, sometimes it doesn’t.
If you don’t get lucky, post some photos and I’ll see if I can suggest anything.
Hey
Sorry for the issues you’re having.
Contact the support team for a replacement IHD:
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 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday.
- Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm.
Got a question about your Pay As You Go energy use, top-ups, keys, cards, or anything else? Why not see if you can find the answers in our dedicated PAYG Forum category.
There are also tons of helpful resources and information available on our OVO Help pages.
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.
Struggling with your energy bills? Our Customer Support Package might be helpful to you.
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