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Lynnyb
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August 31, 2022
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Moved in a house with prepayment meters - how to get account set up in pay monthly?

  • August 31, 2022
  • 56 replies
  • 6803 views

We have bought a house which has pre payment meters I obviously want to a ) change details over b) get rid of pre payment 

 

I just cannot get through on the phone and it’s driving me to dispair

 

there is currently no supply at all 

Best answer by Emmanuelle_OVO

Updated on 28/07/25 by Emmanuelle_OVO:

 

Please contact the support team if you’ve moved into a property OVO supplies. You can then request to switch to pay monthly once an account has been set up. If you don’t already have a smart meter you’ll need one fitted first. 
 


Moving in

 

One of the most important things to remember when moving into a new home is to take meter readings. You can note these somewhere safe or photograph them with your phone. Remember this step: if the property has a smart meter, it automatically sends us a reading. Otherwise, you'll use an estimated reading until we get the first one.

 

If OVO already supplies your new home, contact us, and we can arrange to open the account at your address. If you had an OVO account at your last address, we'll close that account for you and open a new one at the new address. If you’re not sure who supplies your new home, use our guide to find out. If your meter isn't with OVO, but you'd like to join, you can switch to us.

 

We know moving is busy, so get in touch when you can via online chat or phone, on the move day or afterwards. Please have a few details ready so we can help you quickly.

 

We'll ask you:

  • The date you moved in
  • For meter readings from your move-in date
  • The complete address and postcode of your new home
  • If you'd like a smart meter, if there isn't one already installed

 

We'll email you a welcome pack with everything you need to know about your rates and how to top up. If previous residents left any top-up keys or cards, please throw these away. You'll need to top up using the details we send you, as they're linked to your OVO account..
 

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

 

Useful links:

 

OVO Help Pay As You Go

 

For OVO Pay As You Go customers with a smart meter, here’s the online top up portal page. 

 

For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Android. 

 

For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Apple. 

 

56 replies

Blastoise186
Super User
Blastoise186Super User
Super User
August 31, 2022

Hi @Lynnyb ,

A new forum moderator has just started today and she’s currently learning the ropes. Would you be OK if I ask @Emmanuelle_OVO to answer this one in the morning? If you’d rather I answer it instead as a forum volunteer, feel free to let me know and I’ll come back.

Thanks!

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Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVOSolved
Retired Moderator
September 1, 2022

Updated on 28/07/25 by Emmanuelle_OVO:

 

Please contact the support team if you’ve moved into a property OVO supplies. You can then request to switch to pay monthly once an account has been set up. If you don’t already have a smart meter you’ll need one fitted first. 
 


Moving in

 

One of the most important things to remember when moving into a new home is to take meter readings. You can note these somewhere safe or photograph them with your phone. Remember this step: if the property has a smart meter, it automatically sends us a reading. Otherwise, you'll use an estimated reading until we get the first one.

 

If OVO already supplies your new home, contact us, and we can arrange to open the account at your address. If you had an OVO account at your last address, we'll close that account for you and open a new one at the new address. If you’re not sure who supplies your new home, use our guide to find out. If your meter isn't with OVO, but you'd like to join, you can switch to us.

 

We know moving is busy, so get in touch when you can via online chat or phone, on the move day or afterwards. Please have a few details ready so we can help you quickly.

 

We'll ask you:

  • The date you moved in
  • For meter readings from your move-in date
  • The complete address and postcode of your new home
  • If you'd like a smart meter, if there isn't one already installed

 

We'll email you a welcome pack with everything you need to know about your rates and how to top up. If previous residents left any top-up keys or cards, please throw these away. You'll need to top up using the details we send you, as they're linked to your OVO account..
 

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

 

Useful links:

 

OVO Help Pay As You Go

 

For OVO Pay As You Go customers with a smart meter, here’s the online top up portal page. 

 

For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Android. 

 

For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Apple. 

 

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L
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LynnybAuthor
Rank 1
September 1, 2022

Thank you for your help , boost have sent me the details to he able to purchase gas and electric and said they would clear the debts  on the smart meter but when I went to purchase gas it is still owing 30.54 

 

I had to send proof of ownership of property via e mail will they then send me the account details to get set up for online please 

L
Rank 1
LynnybAuthor
Rank 1
September 2, 2022

Thank you the debt is now cleared , I just need to make contact to swap over to pay monthly 

 

will boost support have updated my details with ovo or is that another hurdle I need fo cross

Blastoise186
Super User
Blastoise186Super User
Super User
September 2, 2022

Once you make the request to switch to OVO, Boost will take care of almost everything for you, including passing your details over to OVO and getting an account up and running. I suspect your Boost account might be closed at the end of the process, but you wouldn’t really need it anyway once you’re on OVO.

If memory serves, they’ll also be able to make arrangements to sort out any leftover PAYG credit on the date that the account switches over. I think you’ll either get it back as a refund, or have it credited to your OVO account. Either way, feel free to use it as you wish.

In the meantime, please continue to top-up with Boost until you’ve got that all important confirmation.

Oh, and nice one @Emmanuelle_OVO ! I knew could handle it! :)

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L
Rank 1
LynnybAuthor
Rank 1
September 2, 2022

Thank you that’s very helpful, I will look forward to hearing from them. 

 

final question I’m trying to pay for some gas on the boost app and it’s not accepting ( used the same bank card to purchase electric) will the system be down or will I need to ring them 

Blastoise186
Super User
Blastoise186Super User
Super User
September 2, 2022

No worries.

I’d say give Boost a call in that case as I think they can help get you topped up over the phone. If push comes to shove, they’ve also got other options to get some credit added.

Oh, and thanks for helping with Emmy’s training! Much appreciated! :)

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L
Rank 1
LynnybAuthor
Rank 1
September 2, 2022

No thank you everyone has been so helpful 😀

    J
    Newcomer
    Jm1974
    Newcomer
    September 27, 2022

    We moved into a property today and have no electricity. I managed to find out that we were supplied by ovo and after spending 20 minutes trying to get through was told I needed to set up an account to make the connection live. I did this and then she insisted on setting up an appointment for a smart meter and taking direct debit details. She then told me I'd have to phone 105 as I wasn't connected.

     

    I phoned 105 who told me that the property has a prepayment meter and we would have to phone ovo again to get them to top this up. I then spent another 15 minutes on the phone trying to get through to ovo to then be told they were closed.

     

    I've been left in a house with no heating, ,hot water or light with a 5 year old and have had to book us into a hotel for the evening. Absolutely fuming at the misinformation and now need to go through the whole process again tomorrow.

     

    I've never seen a meter like this one before and can't see anywhere I would insert a card or a key. Can anyone tell me what the process I will need to go through is as I really need this sorted àsap so I can get on with sorting out the house.

     

    Thanks.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    September 27, 2022

    Actually, it sounds like OVO is planning to convert that particular supply to OVO Pay Monthly and that a Pay Monthly account has been successfully created. A Smart Meter upgrade would be needed for this to allow the supply to be switched over to a Credit Mode capable meter.

    I’ll explain more in the morning

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

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