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J
Rank 1
juliesheshe
Rank 1
February 28, 2023
Solved

Off gas supply with a ‘traditional’ PAYG meter with no top up card received?

  • February 28, 2023
  • 34 replies
  • 2653 views

I’m in an urgent situation! Please help.

 

I’m newly moved in and registered OVO services on a fixed monthly plan since 19th Feb. My traditional gas meter’s battery was not working and required a replacement. Unfortunately, an engineer wrongly installed a PAYG gas meter for me. I have never received a top up card ever. I join the monthly plan instead of PAYG. I spend hours to call for emergency credit every day and all credits runs off in a day. I keep trying to request for an urgent top up card delivery. Yet, nobody from OVO could help.

 

I feel so desperate and helpless. Weather was cold these days and my kids keep freezing. What I request for is an urgent top-up card only. So that I can top up by myself while waiting for scheduling reinstallation of non-PAYG meter. I called hotline, sent e-mails, chatted in chatroom. No positive feedback is received. 

 

What can I do? 

Best answer by Tim_OVO

Updated on 20/07/26 by Abby_OVO
 

Here’s how to request a new card or key

 

If you’ve lost your top up key or card, you’ll need to contact us to get a new one. We’ll either recommend a shop near you to collect a replacement from, or we’ll arrange for one to be posted out to you. This can take between 3-5 days to arrive via post.

 

The best way to get in touch with us is via chat here.
 

​​​​​

If you need to contact us regarding an out of hours emergency follow the steps below:

 

Pay as you go emergencies - https://www.ovoenergy.com/help/article/emergencies

 

 


You can also send us a private message on our Social Media channels at the following links:

https://www.facebook.com/ovoenergy/

https://x.com/ovoenergy?lang=en

https://www.instagram.com/ovoenergy/?hl=en

 


If you have a smart meter: 

 

 

Thanks for sharing a photo, @juliesheshe, and for the questions, @Jeffus.

 

That’s a Landis+Gyr traditional gas meter, so there won’t be a way to remotely add credit or change the meter setting into a credit mode. 

 

Although OVO PAYG is only for smart meters (so this is what blastoise would call an edge case), the agent you speak to is likely adding credit to a top up card, which would then need to be inserted into the meter. It’s this same top up card that can be used to top the meter up via a PayPoint store. It will need credit added to it at the store, then you take it back and insert it into the meter. If for whatever reason this solution doesn’t work, the meter will be off supply and you can arrange an emergency appointment today via: 0330 175 9669.

 

Given that you are not a prepayment customer and have had to call up multiple times to avoid going off supply, I’d recommend you ask for the issue to be logged as a complaint so we can ensure a fair resolution is put in place for you. Whilst this issue is still ongoing, the OVO PAYG team are best placed on: 0330 175 9669.

34 replies

Blastoise186
Super User
Blastoise186Super User
Super User
February 28, 2023

Hi @juliesheshe ,

This sounds tricky. I’ve gone ahead and flagged this thread to the forum moderators as I think this might need a deeper look. I’m doing this as it sounds like you have young children, which puts you in a vulnerable position.

Please hang in there until the morning when they’ll be back. I can’t get anyone’s attention until then.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    February 28, 2023

    Hi @juliesheshe 

    Your only alternative out of hours is to try public posting on the OVO Facebook and Twitter pages, and then sending a direct message on the OVO Facebook and Twitter pages. There are sometimes OVO  staff there out of hours 

    https://www.facebook.com/ovoenergy

     

    When sending a direct message rather than a public post, include your name, address, account number and date of birth to pass security, together with your message. You won't get an immediate response

     

      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVO
      Retired Moderator
      March 1, 2023

      Hey @juliesheshe,

       

      Sorry for the issues you’re having, that sounds like a really stressful situation to be in. 

       

       

      Did they install a smart meter? If so, you could request to get the functionality remotely changed to pay monthly. Or, you could wait until you are off supply and they can book in an emergency meter exchange for a pay monthly meter.

       

      These are two short term solutions. If your meter is traditional you won’t be able to get a remote upgrade to PAYM but you could book in a smart meter exchange and then initiate the change to PAYM. 

       

      As you have children, I’d advise getting added to our Priority Services Register.

       

      Hope this helps, please keep us posted with how you get on.   

      Renewable Energy? Big Fan.
        Jeffus
        Rank 20
        Jeffus
        Rank 20
        March 1, 2023

        It @Emmanuelle_OVO 

        It says a traditional’ PAYG meter was installed in the title not a smart meter so not all those options work. 

         

          Tim_OVO
          OVO Staff
          Tim_OVO
          OVO Forum Legend
          March 2, 2023

          What’s the latest on this, @juliesheshe? I’m very surprised if we have fitted a non-smart meter, let alone a non-smart prepayment meter. If that’s what happened and you don’t have a means of topping up and you’re off supply, an emergency appointment is suited which ensures an engineer visit on the same day.

           

          Calling OVO PAYG is the most affective way of booking that emergency appointment in: 0330 175 9669.  

          Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
            BPLightlog
            Super User
            BPLightlogSuper User
            Super User
            March 2, 2023

            I’m not sure that I’ve seen a traditional gas meter with a battery?

            Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
              Jeffus
              Rank 20
              Jeffus
              Rank 20
              March 2, 2023

              Hi @juliesheshe if you are still having issues, feel free to put some photos of your meters here and i am sure someone will have a look to see what sort of meters you have and whether they can offer some further advice 

                J
                Rank 1
                julieshesheAuthor
                Rank 1
                March 2, 2023

                It is really torturous and problem is still not resolved yet. Being a new immigrant to UK, we're not familiar with the procedure or practice under this circumstance.  Please kindly render all your help to my case.

                With the wrongly installed PAYG meter, I have not received any top up card issued by OVO ever while I'm actually in credit mode. I have made direct debit and there’s credit on my account. Yet, I have no gas supply from OVO. 


                I request for urgent gas card every day and OVO could not help. In the meantime, I have to call OVO for emergency credit every day once the credit drops below £1. 

                Although a smart meter appointment has been scheduled on 13/3,  i still have to spend hours to call OVO for emergency credit top up in the coming 2 weeks.

                Can OVO treat my case urgently and arrange an emergency meter exchange for me, please?

                 

                 

                 

                 

                Jeffus
                Rank 20
                Jeffus
                Rank 20
                March 2, 2023

                It is really torturous and problem is still not resolved yet. Being a new immigrant to UK, we're not familiar with the procedure or practice under this circumstance.  Please kindly render all your help to my case.

                With the wrongly installed PAYG meter, I have not received any top up card issued by OVO ever while I'm actually in credit mode. I have made direct debit and there’s credit on my account. Yet, I have no gas supply from OVO. 


                I request for urgent gas card every day and OVO could not help. In the meantime, I have to call OVO for emergency credit every day once the credit drops below £1. 

                Although a smart meter appointment has been scheduled on 13/3,  i still have to spend hours to call OVO for emergency credit top up in the coming 2 weeks.

                Can OVO treat my case urgently and arrange an emergency meter exchange for me, please?

                 

                 

                @Emmanuelle_OVO @Tim_OVO Does this help you give any further advice?

                Given the Support Team seem to have refused an emergency meter exchange?

                Can these sort of meters be remotely changed or do they need swapping? 

                Is the process the customer simply has to phone up every day for emergency credit? I actually don't know what the process is. Perhaps that is it? 

                Be good if we could give some general non account specific advice before they phone up again as they seem stuck in a daily loop with Support calls. 

                 

                Tim_OVO
                OVO Staff
                Tim_OVOSolved
                OVO Forum Legend
                March 3, 2023

                Updated on 20/07/26 by Abby_OVO
                 

                Here’s how to request a new card or key

                 

                If you’ve lost your top up key or card, you’ll need to contact us to get a new one. We’ll either recommend a shop near you to collect a replacement from, or we’ll arrange for one to be posted out to you. This can take between 3-5 days to arrive via post.

                 

                The best way to get in touch with us is via chat here.
                 

                ​​​​​

                If you need to contact us regarding an out of hours emergency follow the steps below:

                 

                Pay as you go emergencies - https://www.ovoenergy.com/help/article/emergencies

                 

                 


                You can also send us a private message on our Social Media channels at the following links:

                https://www.facebook.com/ovoenergy/

                https://x.com/ovoenergy?lang=en

                https://www.instagram.com/ovoenergy/?hl=en

                 


                If you have a smart meter: 

                 

                 

                Thanks for sharing a photo, @juliesheshe, and for the questions, @Jeffus.

                 

                That’s a Landis+Gyr traditional gas meter, so there won’t be a way to remotely add credit or change the meter setting into a credit mode. 

                 

                Although OVO PAYG is only for smart meters (so this is what blastoise would call an edge case), the agent you speak to is likely adding credit to a top up card, which would then need to be inserted into the meter. It’s this same top up card that can be used to top the meter up via a PayPoint store. It will need credit added to it at the store, then you take it back and insert it into the meter. If for whatever reason this solution doesn’t work, the meter will be off supply and you can arrange an emergency appointment today via: 0330 175 9669.

                 

                Given that you are not a prepayment customer and have had to call up multiple times to avoid going off supply, I’d recommend you ask for the issue to be logged as a complaint so we can ensure a fair resolution is put in place for you. Whilst this issue is still ongoing, the OVO PAYG team are best placed on: 0330 175 9669.

                Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
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