Howdy @DisgustedofDartford !

I’m afraid I can’t help to issue you a new key via the forum unfortunately, as this forum is mostly monitored by volunteers.

Please get in touch with the Support Team and ask for a TAG Code so you can get a new key from any Paypoint shop. Follow the instructions they give you and you should be able to get the power back on within three hours at most.

Hope this helps!

@Blastoise186 thank you, I am literally in bits, the heat last night and no shower or fans!  

Who are the support team?

The customer service person said they can only send one in the post! 

@Blastoise186 Thank you so very much, I have electricity, now for the Ombudsman to deal with ththem x 

No worries, glad I could help.

I’ve got a couple of options that you might want to consider as well actually.

• You might want to upgrade to a smart meter so that you no longer need a key to run a top-up with and you’ll have more options to do so (along with being able to top-up 24/7/365). The support team can arrange that for you free of charge
• If you’d rather get off Pay As You Go and move to Pay Monthly, you can ask the Support Team to transfer your account to OVO Pay Monthly as long as you’ve got no debt to pay off

Oh, and if you do take the second option, a smart meter will be fitted to replace the existing prepayment meter if you haven’t upgraded yet, or if you do have a smart meter, it’ll be switched to Credit Mode and all prepayment functionality would be switched off as part of the transfer.

Hi @Lisam,

Really sorry for the issues you’re having. Is this sorted now? 

Yes thank you after 4-½ hours on the phone   . The top up card Iv been using for years had stopped working because they had done some work to their system and wiped it out so wasn’t ever gonna work again even topping up on the app wasn’t gonna work either and I’m now waiting for £170 to bounce back into my bank account trying a number of times to top up . Iv now got a new number just waiting for a new card . I just don’t understand why they never informed me my card and top up number on the account had been changed. I have never been so stressed in my life took nearly 24 hours to sort and was down to my last pound . 

Hey @Lisam,

I’m glad this is now sorted, I'm sorry it took so long.

You can now apply to switch from pay as you go to pay monthly if you’d prefer this set up. Here is more information about the process in this similar thread:

Hope this helps. 

Why has my heating alowance only stating on my meter token acsepted and not 66 pound.its inposible to get snywher on the chat.i hung on the phone for 3 hours to be told there was nothing they could do.4 1/2 hours the next day which cost 40 pound I made 3 complaints as the voice record stated 4 to 10 minuets which was totally untrue.what do we do about the voucher that has been put on the meter

I have e done all this I have submitted a few complaints.i have just complained in writing .we only need to know what's happened and how to put it right.hes had a message to say he hasn't used it yet I just don't know what people are supose to do.i contacted ths houses of pavement but it wasn't anything they could do.i am now going to wait for a reply and write to 10 Downing Street.its no wander so many meter users have not claimed the money .

If you prefer to post using another language, please feel free especially if that’s easier.

We can then translate it to English and post a translated version on the forum on your behalf as part of our responses.

I got my new smart meter installed on wednesday and the lights are still red and credit hasnt transferred from my old traditional meter. The emergency is running out and the app says theres a problem and cant accept my payment, and the paypoints i try to top up manually at all say theres a host issue so i cant top up. I tried to spesk to ovo for 4 hours yesterday via phone and webchat with no help! Im going to run out with no way to top up!

I moved into a property yesterday and the gas and electric are on prepay smart meters. The landlord left some credit on for us but this is now low and I do not have the top up card numbers to top up. I also can not contact Ovo as they are not open weekend. If there anything I can do? I am also at work Monday to Friday during opening hours and can not use my phone during work time. 

Hi @Sallcock01 there are social media accounts for them. If you dm with your details they might be able to help. 
 

Twitter  -  https://twitter.com/OVOEnergy

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

From what I’ve seen elsewhere, you will need to set up your own account rather than use the previous tenants

@BPLightlog 

thanks for the info. I want my own account setting up but that’s the issue. I have no way of contacting them during opening hours via phone. I’ll try the social media option. 

You have probably already seen this @Sallcock01 

The Whatapp channel is open slightly longer hours than the phone line, including Saturday morning. 

https://help.ovoenergy.com/#contact_us_container

Open weekdays between 8am - 6pm, 9am to 2pm on Saturdays.

Be interesting to see if ovo will set you up without you phoning.

I have a phone that is solely for energy/water… it’s the only phone i get scammers calling me on… FACTS.

No electric 

I have no elect

Hey @Valdavies,

Really sorry to hear this,

Is this sorted now? If not, the following topic should help: