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

Thank you for your quick response. I have traditional meters. Looks like a phone call is the only way to get new keycards. I’ve no idea why moving into a new home recommends online chat, as the AI is severely restricted in what it can do, and I eventually end up with 3 options – error code / lost electric key / lost gas card – none of which are relevant to my situation.

Thanks for letting us know about that.

I'll flag your experience to the OVO staff to have a look at that advice post and update/change it if needed.

I believe that, even with a traditional meter, it is actually the same process as replacing a lost/damaged key/card, so maybe it's the chatbot that needs changing to say that?

If you phone support they should be able to.help but make sure you emphasise that it is a traditional meter.

(With a Smart Meter they can issue a code for you to take to a local shop to get a new key, but don't put money on it yet.You then take it home and put it in the merter to register/pair them, and then you can put money on the card.

I'm not sure if you can do the same with a traditional meter though? Not least do the shops still have keys/cards for them?)

Seems like this might turn into a marathon request. Just tried the pay as you go number -  0330 175 9669 which is advertised as available between  8am to 8pm but apparently only deals with emergencies after 6 pm. Am I missing something with the chat bot? I see countless references to use web chat, but the bot itself is extremely limited and provides no assistance.

Hey ​@TonyD6310 

Sorry to hear about the trouble you’ve been having with this, it’s not at all what we’d expect.

When did you contact and were told it was only emergencies after 6pm? There were reduced hours over Christmas/New Year, or was this just yesterday?

It was yesterday. After answering questions about my date of birth and post code, the voice message said they only deal with emergencies after 6pm. I’ve sent them an email. I’ll wait to hear back from them before doing anything else.

Morning ​@TonyD6310, I hope you had a good weekend.

I’m sorry for the difficulties you’ve been experiencing. Did you manage to speak to anyone in the end? 

Just to let you know, there is no online account access at all for customers with traditional key/card meters. I’d recommend upgrading to a smart meter - it’s a free appointment, and the smart meter can be topped up via an app, rather than you having to top up the key or card at the shop. Our Support Team can book this in for you. If you have a smart meter installed, you’ll also be able to switch over to pay-monthly, if you’d prefer to pay by Direct Debit etc.