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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? 

Thers already a smart meter in the house and I've found the pan number is it 13 numbers , what if I take that too a shop will that work with a voucher kind regards heather 

You cannot use the existing PAN from a previous customer - you have to create a new one by setting up your own account.

If the PAN is for YOUR account, feel free to use it in the OVO Top-Up app to generate the barcodes you need to top-up. You can then use those barcodes to top-up in a shop.

Can I not just use that one for tonight so I can use my electric I've only got electric In my home so I desperately need electric for tonight , and then register with them in morning when they open kind regards heather 

Very well. I will allow it this once but this is a one-time deal. You may do so at your own risk. Use the OVO Top-Up app to generate the barcodes then top-up via the app or at a shop.

But you will then absolutely need to discuss this with OVO ASAP.

For anyone else reading this, please DO NOT attempt to do the same. I make absolutely no promises as to whether it will work or not and I will not accept responsibility if something goes wrong. You must always create a NEW account with the existing Supplier upon moving into a property, regardless of what meters are in place.

Thanks so very kind for all your help I shall ring them first thing in morning and get it all set up in my name you've been so very helpful thanks again have a lovely evening kind regards heather 

No worries. If you want to switch to Pay Monthly (which is probably a good idea) OVO can discuss that with you as well once your account is set up.

Thanks so very kind that a fab idea then I don't have too try and top up as I'm not the the best with technology lol kind regards heather 

Yup, just let the agent know of your intention to switch to Pay Monthly - they should be able to get that ball rolling in the same call once an account has been created.

Hi ​@Heatherlouiseleach,

 

It seems like Blastoise has already stopped by with some great advice here. Hope you’ve managed to get this all sorted by now. Let us know if not.

 

These threads may also be useful if you have any other questions:

 

 

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