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richard c
Rank 3
August 15, 2023
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Moved in to a new house, top up meter, but can't top up!

  • August 15, 2023
  • 31 replies
  • 5618 views

This message here is my last chance to get help. No one at OVO will help. They just pass me around, 10 times!!! Next step it to take legal advice. I have no choice! OVO support staff WILL NOT HELP!!!

 

I spent two hours on the phone and spoke to 10 different people. And not a single one can help. The web site will not allow me fix the issue online as the house has a pre payment meter. I have to phone.

 

My old OVO account was closed when I moved out of my flat a month ago. I could not be sure my purchase would happen. So I had no new address at that time. So the account was closed.

I have now purchased a new house.

The new house has a pre payment meter with a key

I need an OVO account so that I can then buy electric

No one at the OVO call centre can help. They just keep passing me from department to department.

 

Why can I not buy electric from you? I want to give you money but you don't want it.

 

My old account number is *edited by moderator* (which was closed)

 

Best answer by Emmanuelle_OVO

Updated on 28/07/26 by Ben_OVO

 

Hey @richard c,

 

I’m really sorry to hear this. Below you’ll  find some info and useful links that should help you with this:

 

 

Topping up for the first time?

 

To register your new electricity key or gas card, put it into the correct meter for at least a minute. The electricity meter will show a message to let you know it's registered, and the gas meter will beep.

 

For gas meters

  • Insert your card into the gas meter and follow the instructions on the screen.

  • Make sure the gold-coloured chip is facing the meter display. Press and hold the red ‘A’ button, and the credit will appear on your meter.

 

For electricity meters

  • Insert your key into the electricity meter, and follow the instructions on the screen. 

  • Make sure the arrow on the key is facing upwards. The new credit should show automatically.

 

When you buy gas or electricity credit at the shop, we recommend keeping your receipt. This means that our Support Team can make sure your reimbursed if there’s any issue topping up the meter.

 

 

My key/card isn’t working – what should I do?

 

We recommend taking the key/card out of the meter and wiping the chip with a clean, dry cloth. If you re-insert it in the meter and it still doesn’t work, please get in touch with us and we can send you a replacement.

 

Is your meter showing an ‘error code’ when you insert your key/card? Was there an error code when the shop assistant popped your key or card in a PayPoint terminal? If so, note the error code down and compare it to the list of codes we’ve listed in our guide on error codes here.

 

If you go off supply our Support Team can book in an emergency appointment. If you’re on the priority services register and have any electrical equipment that relies on electricity, such as a stairlift or refrigerated medication, please let the team know when you contact.

 

 

31 replies

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R
Rank 3
richard cAuthor
Rank 3
August 23, 2023

Thanks for the info, I was advised not to try to use the key and PAYG meter as I could loose any credit placed on it. I think now that I have to wait till the 19th September I have no choice but hope the old key (very old still has SSE logo on it) will work. If it does not work then I am out of luck.

Although I now have an account for my new property the agent said yesterday that my old address is set as the billing address. This is incorrect, I have told OVO to remove all reference of this old address from my account, but the agents can not do this. It is my understanding (and I have studied GDPR for my masters) that OVO have now broken the GDPR rules by not correcting my data. See below.

“Individuals have the right to have personal data rectified. You can rectify personal data if it is inaccurate or incomplete. You must rectify any inaccurate personal data that relates to the individual without undue delay, and in any event within one month.”

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
August 23, 2023

Hey @richard c,

 

Sorry the issues you’re having are on-going,

 

So you have not tried topping up with the existing key? Have you been issued a new key/card? If so, the following topic should be helpful:

 

 

You can top up via:

 

I’m surprised customer support have advised they are unable to change the billing address on your new account. Are they able to give you discretionary credit until you get your smart meter installed? As I say, if you went off supply they could book a meter exchange for you.

 

How much credit is on the meter? How was this credit applied to the meter? I’m wondering if your meter is in ‘non-disconnect’ mode. 

Renewable Energy? Big Fan.
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
August 23, 2023

Hey @richard c,

 

Forum Support have been in touch also, please respond to your private message.

Renewable Energy? Big Fan.
Jeffus
Rank 20
Jeffus
Rank 20
August 23, 2023

Hey @richard c,

 

Forum Support have been in touch also, please respond to your private message.

Check here @richard c

 

https://forum.ovoenergy.com/inbox/overview

R
Rank 3
richard cAuthor
Rank 3
August 23, 2023

Hey @richard c,

I’m surprised customer support have advised they are unable to change the billing address on your new account.

No, I did not say that. They can not change it. The OVO system will not allow them to change it, they have tried and computer says no. It’s why they had to make a new second account. But the billing address is still wrong. They have tried to change it but the system will not do it. The system is broken. It is fixated on my old closed account, like it has a crush on my old home. Whatever the agents try to do, it still keeps giving them my old address. I say at least the supply address is correct now. But I would not be surprised if on the 19th September they go and fit the new meter no the wrong house. I have no confidence in OVO doing anything right.

I was advised that if I used the old key I could loose any credit I put on the meter.

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
August 24, 2023

Hey @richard c,

 

I can assure you the engineer appointment would be for the supply address. I don’t have access to your account, so can’t advise why they aren’t able to change your billing address.

 

It might be worth raising a complaint in regards to this. 

 

Hope this gets sorted soon.

Renewable Energy? Big Fan.
R
Rank 3
richard cAuthor
Rank 3
September 1, 2023

Thanks for the link Emmanuelle. I will have to send a complaint in. A couple days ago I got some more letters to do with the new account, sent to the wrong address again!

What clowns 🤡

 

    D
    Newcomer
    Doreenrendle1954
    Newcomer
    January 29, 2025

    Hi I have just received my new electric card and I have tried topping up the card in two place and it has been declined. Please get back to me as soon as possible. 

     

    Many thanks 

    Doreen rendle

    Nukecad
    Super User
    NukecadSuper User
    Super User
    January 29, 2025

    If this is a ‘Traditional’ PAYG meter? Or is it a Smart Meter?

    If traditional (non-smart) then have you registered the key/card with the meter yet?

    With a traditional meter you need to do that before you can top up in a shop.

    For more information about registering a new key/card see:  https://www.ovoenergy.com/help/article/topping-up-traditional-meter

    PS A traditional PAYG electricity meter will usually have a top-up ‘Key’, it’s a gas meter that will have a ‘card’.

     

    If instead you do have a Smart Meter then see: https://www.ovoenergy.com/help/article/topping-up-smart-payg-meter

    I said, Hey - Watts going on.
      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVO
      Retired Moderator
      January 30, 2025

      Hey ​@Doreenrendle1954 

      Welcome to the OVO Online Community 
       

      If this is a ‘Traditional’ PAYG meter? Or is it a Smart Meter?

      If traditional (non-smart) then have you registered the key/card with the meter yet?

      With a traditional meter you need to do that before you can top up in a shop.

      For more information about registering a new key/card see:  https://www.ovoenergy.com/help/article/topping-up-traditional-meter

      PS A traditional PAYG electricity meter will usually have a top-up ‘Key’, it’s a gas meter that will have a ‘card’.

       

      If instead you do have a Smart Meter then see: https://www.ovoenergy.com/help/article/topping-up-smart-payg-meter

       


      Nukecad has given some great advice here just wanted to add our topic hub if you have any more questions:

       

       

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

      • The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday. Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm. 

      ​​

       

      Renewable Energy? Big Fan.
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