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

Last week and today I've added 40 to my electric key... but when I tried to top up my meter with it... the meter will say top up accepted but it's not actually added it to my existing credit 

Howdy ​@RahRah !

Sounds like a possible meter fault to me. I’d suggest letting OVO Support know so they can dig into this for you. It might be worth upgrading to a Smart Meter to avoid a repeat of this anyway.

Here’s the details:

Hey ​@RahRah, 

Welcome to the community! If you're just joining us, make sure to check out our newbies area right here.

Hmm, that's a bit odd. It could be a delay in your meter's balance updating, or like ​@Blastoise186 said, there might be something up with the meter itself. Where are you checking the balance – on the meter or your in-home display? If the meter balance isn't updating, just use that contact link to chat with our Support Team. They can see your up-to-date balance and help figure out what's going on.

Please keep us in the loop! Your experience could really help others if they hit the same place.

Good morning. I’ve filled in the online form informing OVO I’ve moved in. The address has a pay as you go meter. I’ve registered for an online account where each page mostly says:  This page doesn't support Pay As You Go.

My questions are:

1. I’m pretty sure I gave my name on the online form, but how do I get confirmation of this? Most of the pages give little to no info.
2. Will I get new keycards sent to me automatically or do I have to make a phone call or do something else?

Many thanks.

Is it a Smart Meter in PAYG mode? Or is it an older, “traditional” meter?

Smart meters can be topped up without a card, although you should still be sent a new one to use to pay at a shop if you want to.

The online account is generally for those with credit meters to see current balances, Direct Debits, etc.

Here is a guide to joining OVO with a PAYG meter:

We also have a PAYG section in the forum library which should answer most questions about topping up (and extra help if needed).

https://forum.ovoenergy.com/pay-as-you-go-176

Do come back if you have further questions  (or just to chat).

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.