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

Hi,

Does anyone know how I can request new key cards for my pay as you go account?

I have emailed two separate emails and havent received a response from either.

Thankyou

Hello. I need to top up credit but I don't have a 20-digit code. Previously I recharged through SSE energy with a 19-digit code, but now a 20-digit code is required. Can you help me with this problem? *edited by moderator* .Thank you very much. Sincerely

Hi Zdenko…hope someone can help you with the specifics, but in the meantime for peace of mind I’d remove at least your house number from your address in your post…just to be safe. You can edit by clicking on the three little green dots bottom right of your post, select “edit”, make your changes, and then click “save”.

All the best….

Hi,

Please use the OVO Energy Top-Up app or https://ovoenergypayments.paypoint.com for this. If you don’t have the account details, call 0330 175 9669 and someone will grab them for you.

What is the average queue time, the call states ‘more than 10mins’ i’ve been in the queue for 1.10hrs. I’m trying to assist a vulnerable customer who has been without gas for 7wks due to no pay as you top up card. He has recently had a triple heart bypass. All he wants is to top up his metre! He has a speech impediment and has gotten nowhere for 7wks! 

That sounds unusual, but it does vary a lot how long you have to wait.

I’d suggest you use one of the chat options to bypass the phone queue. If you make it clear that there’s vulnerability involved, with a severe medical condition to boot, and having no gas supply, the agents will usually act pretty swiftly. You can use the Facebook Messenger button at the foot of this page to get going, or if you prefer, the X team will be there as well until this evening: (1) OVO (@OVOEnergy) / X (twitter.com)  

Off gas supply for over 40 hours despite numerous calls and endless advisor’s apologies still no resolution.

i am a pensioner with no heating or hot water but no one seems to care one advisor suggested I call cadent who are closed at the weekend. Why is it so difficult for anyone to do the job they are paid for .

3 engineers apparently booked but no show and told by advisors that they are not responsible for the engineers surely Boosts contract with them comes with some responsibility’s.

Terrible customer service none of this would happen if new gas card had been sent.

Hi @suewaine ,

Forum Volunteer here.

Based on what you said, I think you seriously need to consider switching over to Pay Monthly or at very least getting a Smart Meter to help prevent these issues. OVO and Boost both a duty of care to their customers, and I would not be surprised if they urge you to migrate to one or both of these.

At least that way, you’d either never have to worry about running out of credit, or you’d be able to more quickly top-up even if the gas card went down the back of the sofa.

I will flag this to the Forum Moderators, they will return in the morning.

With that being said, the fire service in your area may also have winter warmer packs that can help in these situations, which they often give out during home visits. I’m a volunteer for one that does and I’ve got my demo kit next to me as I type this. The contents include:

• Hot water bottle - no longer included due to safety issues as a result of misuse
• Fleece blanket
• PIR LED Light
• Travel mug
• Woolly hat
• Insulated thermal socks
• Insulated thermal gloves

These are given out completely free of charge to those who are eligible during a Home Fire Safety Visit and you fall into that category. If you’d like to arrange a visit, this tool can help you do that. It’s not a tool that’s provided by OVO and neither myself nor OVO will see anything you enter into it - it goes direct to your local fire service. Likewise, I don’t get any commission or kickback for any advice or visits that the tool recommends.

If you’d rather not do it online, you can also call the Prevention Department of your local fire service and request a visit that way. They’ll ask some questions and take it from there.

Hey @suewaine,

I’m really sorry to hear this, what a frustrating experience.

Are you now back on supply? I agree with Blastoise, I think it would be beneficial for you to switch to pay monthly, that way you don’t have to worry about topping up or going off supply. 

We have a topic hub which may be helpful in future:

Join the Priority Services Register & we offer the following:

Give you notice if we know about a planned power cut which is especially important if you have medical equipment that needs powering.
Move your prepayment meter if possible, so that it’s easier to reach if you’re disabled or chronically sick.
Provide a free annual Gas Safety Check if you’re eligible to receive one. 

There is also the option to raise a complaint if you’re unhappy about the service you’ve received.

Hope this helps.  

Hello I've recently moved into a property which has a smart meter and you supply the electric, I don't have a top up card or key and desperately need electric I've used the emergency an now need to top up how can I doo this please thanks kind regards heather