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A few weeks ago I received a new prepayment card. The instructions said to use up any credit and then insert the card.

Last night my credit ran out I popped in the new on and was met with FAIL in big letters.

I contacted ovo this morning at 9am where the representative had issues understanding. She kept telling me to put credit on it took ages for me to get her to understand I can't it says fail. 

She opened up a job for me at 9am saying that someone would be round in 3-4 hours. Five hours have now gone by I have spoken to webchat they told me they don't deal with heritage meters despite the person on the phone telling me to use this if there was a issue.

No one has called I gave them my phone number and I have been on hold with customer services for half a hour at this point. I had to take the day off work to get this fixed.

@Harriethat

You may already have done this

Check the phone number and address on this page. 

https://account.ovoenergy.com/profile

You can change the phone number there. 

I went to that but it says it's for pay monthly and I am on pay as you go so I can't access it.

I have an engineer! He's turned up to replace the meter but had been informed its credit no pay as you go. He's trying to find out now what to do.

 

He checked and they told him to install the credit meters and then I need to call customer services to get them switched to pay as you go

He's almost finished  the installation smart electric and gas meter. I'm not sure who I am supposed to be calling. Do I call boost or ovo? My account says I'm payg the meter hasn't come with any top up cards as its a credit meter so I can't top up in app. But I also don't have a credit account. 

I'm very thankful to have gas though. And I'm looking forward to a soak in the bath.

I just want to say thanks to everyone here for their advice and patience! 

I have an engineer! He's turned up to replace the meter but had been informed its credit no pay as you go. He's trying to find out now what to do.

He checked and they told him to install the credit meters and then I need to call customer services to get them switched to pay as you go
 

I wouldn’t bother if I were you. Once you’ve got a pay monthly (PAYM) account set up and working with a Direct Debit (DD), you can forget about all the hassle around PAYG. It might not come right straight away (it sounds like OVO have a bad habit of setting the DD too high for customers new to PAYM) but it will eventually. After that, you can almost just forget about it and let the account manage itself. There’s also bags of information about the account on the website, making it easy to keep an eye on it.

 

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