Moved in to a new house, top up meter, but can't top up!

If it’s Traditional Prepayment, you need Boost, not OVO. https://boostpower.co.uk 

OVO sent me to boost first. They said no. Multiple people have said I have to first go to the OVO pay as you go. They check the address, see that meter type, and pass me on to another person. And so the cycle continues. None of them try to help me, just pass me around.

I will try boost again directly. 

I’ve checked backstage with the other forum volunteers and the forum moderators previously. We’ve had it confirmed that OVO PAYG is for Smart Meters only - Boost focuses on Traditional PAYG these days.

Your answer is wrong. This is what boost said.

“So the property is showing that it is with OVO PAYG so I will have to transfer you to them.”

The meter is not smart. It has a key you put in it to add credit. Boost don’t want to help either.

My own sources are absolutely solid on this one. I have access to internal teams via the forum moderators so I know it’s accurate.

I will flag this up to see what can be done, but it’s probably a Boost issue.

Hey @richard c 

Sorry to hear about this.

I’m going to have the Forum Support reach out to you to see if they can help get this sorted. Look out for a PM here soon:  https://forum.ovoenergy.com/inbox/overview 

Have finally found someone at OVO who wants to help and has been very good at working on fixing this for me. After an hour on the phone where she called other departments to get this sorted she has passed the issue on higher up and has reassured me that she will call back at 4pm.

The issue is that the system can not cope with me having an old account that was closed. A new one was made but the system would not let her change the address to my new one. As a software engineer of 25+ years (degree and masters in software engineering) this inability of the system not to be able to cope with a user that has had an account with OVO, which was closed, but now needs a new one is a clear indication of a lack of basic software engineering. If the requirements elicitation has been carried out properly and interviews with all stake holders this basic use case will have been factored in. This is not a rare use case. For example,

A customer moves out and into a new partners address. Their account is closed as their new partner handles the energy and so the account is not needed. Then a few months later the relationship ends and the former customer moves to a new property that has a traditional pay-as-you-go-meter.

This is a user story that is basic to the operation of your system. It should have been catered for. But instead, if this is your story, you are in of world of pain.

And so the saga continues, I STILL can not buy credit for my meter. I now have a new account, when I login I am sent to a page telling me to install an app. But the meter will not work with the app, it’s an old pay as you go. I have had to ring again to ask for a new key, the one I have is very old SSE, was told will not work. I have also just booked in for a new smart meter on the 19th. Will I finally be able to buy electric?? I have medication in the fridge that MUST be refrigerated. If I loose electric I loose my meds. And if that happens I WIll contact my MP and the press.

Will the engineer go to the right house??? The system is still showing my old address are the billing address, which is not and the people on the phone can change it, the system will not let them change it! The new address is set as the supply address. The faster I can leave OVO the better. 11th August this started, will not be fixed till the 19th September. (I hope) and I have little confidence that it will be. I will never use OVO again and I will be encouraging anyone I know that uses them to move. OVO systems are awful. What has made it has is that as the property has the old style pay as you go meter I have to phone, you can not use the online chat. They moment you say you have pay as you go it stops, telling you to ring.

OVO are the worst company ever.