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!

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 

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

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! :)

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 

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! :)

No thank you everyone has been so helpful

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.

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

I’m back.

Firstly, I’ve recently been seeing signs that suggest OVO is possibly planning to offer Pay As You Go directly under the OVO brand alongside Boost for now. That’s all I know about that side of things.

@Jm1974 please can you show me photos of the existing meter? I’ll be able to help you figure out what type it is and if there’s anything you can do to get the supply back on now.

Tried contacting OVO through online chat but just wouldn't work properly and couldn't get through to anyone on the phone.

Tried boost webchat and although the person who helped wasn't the politest to say the least it is now sorted.

Thanks so much for everyone's help. Just need to contact them again to stop the direct debit they got me to set up when they must have known it was prepayment meters.

Wish me luck!

No worries. If you want to switch to OVO Pay Monthly, you can have Boost arrange that for you by talking to their Support Team and they can get you moved over.

Thank you!

Just taken back a rental property that has a prepayment boost meter. Want to change to a standard meter , having great difficulty even getting in touch with either boost or ovo . Any ideas please ?

Hey @RJR ,

From the information I’ve got, you’ll need to get Boost to arrange this transfer, OVO can’t touch the supply until Boost migrates it over. What contact methods have you tried so far and to who?

HI , cheers for your reply . I’ve just taken back a rental property which i’am about to move into that has an SSE prepayment key. Got a reply from OVO after 7 days saying they could not help as i was a boost customer which i did’nt know, I have tried to contact Boost but they will not reply as its not an emergency  apparently 

Ok, you need to check if the property is still on SSE first. If it is, you’ll need SSE.

Try https://www.ofgem.gov.uk/information-consumers/energy-advice-households/finding-your-energy-supplier-or-network-operator

Otherwise, you do need to get in touch with Boost during the week in order to make the migration happen

Hi, 

I moved into a property on Friday (30/06/2023) that has a key meter. There is a debt on the account that is not mine. I need this debt cleared urgently as I currently have no gas or electric. 

I called OVO who said the account was with boost. I then spent all day trying to get through to boost. When I got through they said the account is with OVO. I was then cut off 8 times. I tried calling back but by that time, the phone lines were closed. 

I am still currently on hold to OVO and have been for 2 hours, after having been told the account is intact with Boost. 

I am living in a property with no gas or electric. This needs to be sorted as a matter of urgency.

Any advice would be much appreciated!

Hi @LilyPowell_95 ,

As one of the forum volunteers, I can’t fix this myself. However, as you’re off-supply I will inform the forum moderators immediately. They might be able to help figure something out.

Please bear with me, this may take a couple of hours.

Hello Forum Members,

We are in need of some help!

We moved in to a rental property in April, with a Prepay stick meter with SSE.

We booked a new meter installation (as instructed by SSE) which was installed by the end of June due to long waiting lists.

Shortly after our new meter was installed we were abruptly switched to OVO.

Since the switch to OVO, we were told we were not allowed to change to a direct debit, initially because the meter broke when they switched it over. This took 2 months to resolve.

We finally got confirmation that our account had been switched to pay monthly Direct debit on September 7th, and we paid off the remaining debit and set up the Direct debit payments. In the switch over we lost all the credit we had pre-paid and when I spoke to the accounts team he told me ‘ I have no idea if you will ever get that back’.

Since September 7th OVO refuses to switch our account on the national database, and we have no access to our online account. The online account simply says ‘you now have a prepayment meter’.

Every time we speak to customer service we are told to wait 24 hours, or 6 weeks, depending on who we speak to, all of which has long passed. On occasions the customer service representatives have been rude, unhelpful, and unwilling to fix this mess.

We have been paying monthly, and want nothing more than to have access to our account. On top of this, we have been told we are not allowed to open a new gas account as a direct debit until we have the electricity account sorted out as pay monthly.

We have no contract, no idea what we are paying for, no idea what rate we are on. All we are trying to do is have a normal electricity plan split across the year.

We are being held hostage by OVO, and are unable to change to a new supplier due to them refusing to change us on the national database. We are trapped.

I can’t spend every single day calling OVO, as we have jobs, and an email communication has not resolved the issue either. We have run out of ways to try and get this sorted out.

In almost 20 years of renting, we have never experienced such awful customer service from an energy company in relation to creating an account at a new property.

We are waiting for another few weeks to take this to the Ombudsmen regarding refusing to switch us on the national database, as I don’t think it is legal to keep us trapped here.

We have come to the forum to ask for help, as we have run out of options speaking to the OVO customer service people online and on the phone.

Many thanks

No one here has access to accounts so it’s difficult to make many suggestions. 
If you’re getting nowhere, it may be worth raising this with the CEO team which is noted on the complaints page 

https://www.ovoenergy.com/feedback

Hi @AnnEL 

Have you made any progress?

No progress still. I’ve contacted complaints. Still no access to the account and still wrongly registered on the national register.

Is there any way that I can get my prepayment gas meter upgraded to a non-smart meter? It seems due to my meters being too far apart that I cannot get a smart meter.