Moved into a new home supplied by OVO but a new supplier has taken over, now my card doesn't work?

Hey @Ziva ,

I’d strongly recommend calling 0330 175 9669 (if it’s PAYG) or 0330 303 5063 (if it’s Pay Monthly) immediately to see what OVO can do.

Can’t promise anything due to what I think your setup is, but there’s still a chance they might be able to do something about it.

Thank you very much. I called 0330 303 5063 about 20 minutes ago, but this automat said they are closed 🤔

On Ovo site is only this number, but we have pay as you go meter.

Try 0330 175 9669 now - it should be open along with the pay monthly line.

Otherwise, Live Chat it via https://ovoenergy.com/help .

Thank you so much! 

Hey @Ziva, 

I’m sorry to read this as it must be a worry for you! Has your name ever been on any of the energy accounts/bills for the property? I’m assuming the answers a no as you’ve referenced you’re only renting a room but I just wanted to be sure. 

@Blastoise186 is right and I agree that you should give the team a call as soon as you can on the numbers above. If you’ve never been named on the account, they may not be able to confirm specific information but they’ll most certainly be on hand to offer advice! 

Please keep us updated! 

Hi all,

I contacted an OVO agent, and they informed me that as of May 16th, Scottish Gas is the new provider, so the OVO card will no longer work. I relayed this information to friend, and he contacted both OVO and Scottish Gas. OVO advised him to use a Scottish Gas card since Scottish Gas is now the current supplier. OVO sent him some money via check with final agreement, why if there on the metter still were some money? And what it was this £42? Some time ago our metter showed that there was debit of about £42, so I topped up it and latter ovo sent it back?? What the hell is with this OVO?

Friend said me to top up £7 - the minimum top-up amount - and if it didn't work, he would only lose £7. I topped up, but the card didn't work! I then tried the OVO card, and it appeared to still be working. So, I went and topped up £7 again, inserted the OVO card into the meter, and it successfully topped up our gas.

Now, I have a few questions:

1. Why is it possible to top up a card that is not working??

2. Friend eventually received a letter with a check for approximately £42. What was the purpose of this check, and were there still funds remaining on the meter?

3. OVO stated that they would send a new card and a new agreement within 7 to 14 days. Why would they do this if the previous OVO card is still working?

4. It seems that OVO and Scottish Gas have a significant issue with their systems.

5. If it were up to me, I would switch to a better gas provider.

Hi all, I have to revisit this topic.

The situation is similar again.

What is going on with Ovo and Scottish Power/Gas?

We had Ovo energy and Ovo gas. Now when we top up gas and electric, sometimes on the receipts it says Ovo gas/energy, sometimes Scottish gas/power!

We always have an Ovo gas card.

Today I topped up £20 gas, and when I put the card into the gas meter it showed £6 only. I know £10 is for emergency credit, but what happened to the other £4?

On the receipt is written Scottish gas again.

Previous top up - it was about £15 disappeared very fast. In house are only 2 people, and not a big cooking..

Can someone explain what is going on?

Hi ​@Ziva 

First I’ll answer the topping up question:

What you are seeing with the ‘extra’ taken at top ups is most likely due to payment being taken for “Friendlt Credit” as well as (or instead of) ‘Emergency Credit”

Overnight and at weekends OVO PAYG meters give ‘Friendly Credit’ which is extra to your emergency credit.

If you have a smart meter

As long as you had credit at the start, you won’t lose power during these times:

• Between 5pm and 9am Monday to Friday

• Before 9am or after 3pm on Saturday

• All day on Sunday

• Easter Sunday, 25 and 26 December, and 1 January

There’ll still be a charge for any energy you use. So top up as soon as you can to avoid losing power when these periods end.

If you run out of credit during those Friendly hours then you automatically switch to Friendly Credit until the Friendly hours end.
You will then neeed to go onto Emergency Credit and/or top up.

If you were using Emergency Credit at the start of the Friendly hours so hadn’t used all your Emergency Credit yet then during the Friendly Credit hours your Emergency credit is not being used up either.
Once the Frendly Credit hours end then you go back onto your Emergency Credit, until it runs out or you top up.

OF course just like the Emergency Credit any Friendly Credit that you have used needs to be paid for when you next top up.

And that is most likely what you are seeing with the ‘extra’ £4. It will most likely have been to pay back some Friendly Credit that you had used.

Hey ​@Ziva 

Sorry to hear about this, though I’m glad to see Nukecad has already stopped by with some helpful advice on some of this. I hope that’s been helpful in potentially explaining what’s going on with the credit top-ups. The following topic may also be helpful here:

Regarding the receipt titling, I wonder if you’d be able to share a photo of the receipt, blanking out any personal details or code, just so we can see what this is like as that does sounds a little unexpected.  

Thank you for your answer.

My additional question above was also: 

Why on receipts sometimes I see Scottish power/gas if we have ovo?

It is not advert, it looks like I topped up gas or electric of Scottish power, and not ovo 🤔

Who is your network gas transporter?

Your supplier is OVO, but the transporter will be different.

PS. Scottish Gas is not the same company as Scottish Power . So it may help if you confirm which name you are seeing.

As Abby says a (suitably redacted) photo would also help.

Hey ​@Ziva,

When I used to have a pay-as-you-go meter, I noticed that the receipts I got varied from shop to shop when I topped up. I wonder if the shops are just giving out generic receipts from their machines, or if those machines are only set up for certain brands, and the cashiers are just picking one to move on to the next step.

If you're ever unsure about whether your top-ups are making it to your meter, our friendly Support Team is here to help! They can check your balance and give you all the info you need. Just check out the article linked below to get in touch with them!