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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
  • 2656 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

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Blastoise186
Super User
Blastoise186Super User
Super User
November 16, 2024

Hi ​@Heatherlouiseleach ,

There are no keys with Smart Meters and technically no cards either. It sounds like you’ve not set up an account yet - I strongly recommend you call 0330 175 9669 or Live Chat OVO Support immediately in order to get one - they can then help you top-up.

Otherwise, you’ll need to do it tomorrow morning.

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!
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Newcomer
Heatherlouiseleach
Newcomer
November 16, 2024

Thanks for you help how do I message OVO live chat ? Kind regards heather 

Blastoise186
Super User
Blastoise186Super User
Super User
November 16, 2024

You missed the opening hours for today.

Tomorrow morning at 9am, please call 0330 175 9669 or use the Live Chat. It’s the green speech bubble thing in the bottom right corner at https://www.ovoenergy.com/help

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!
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Newcomer
Heatherlouiseleach
Newcomer
November 16, 2024

Thanks for your help much appreciated Blastoise186 , could I go to a shop and ask for a voucher and then type In The voucher code at all or do I need to speak to OVO ? Kind regards 

 

Blastoise186
Super User
Blastoise186Super User
Super User
November 16, 2024

Vouchers from the shop won’t work if you don’t have an account - you need the PAN from OVO for that. The only way to get them is by setting up an account.

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!
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Newcomer
Heatherlouiseleach
Newcomer
November 16, 2024

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 

Blastoise186
Super User
Blastoise186Super User
Super User
November 16, 2024

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.

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!
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Newcomer
Heatherlouiseleach
Newcomer
November 16, 2024

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 

Blastoise186
Super User
Blastoise186Super User
Super User
November 16, 2024

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.

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!
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Newcomer
Heatherlouiseleach
Newcomer
November 16, 2024

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 

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