Only have gas for heating? Here’s how to check the meter is working as it should

Here’s how to rule out a meter fault before you need to use your gas

First off, press the red A button, the screen should then light up, show your credit balance and say “ON”. If it says anything else contact please contact the Support Team: 

Some of the most common issues and error messages

• If you have a gas quantum meter and it’s showing “B1” or “B3”, this means the battery is running low. You’ll need to contact the Support Team to book an appointment to change the battery. Please don’t wait to change the battery, or your meter might stop turning on, and you’ll go off supply.

• If the meter says, “Call help”, this means you have a faulty meter. It won’t accept further top ups and you may go off supply when your credit runs out. If this is the case please reach out to the Support Team. 

• When the meter has credit but says ‘OFF’ on the balance screen (see below for the re-enabling process)

We’ve also got a really handy topic guide filled with all traditional Pay As You Go meter error codes that may be helpful if you’re seeing something other than the above:

Re-enabling your meter after you’ve gone off supply

Check your top up card is working by inserting your card into the meter. The meter screen should turn on and say “please wait” followed by “£0” on the card (if there’s no credit on the card). If it doesn’t, you may be asked to press and hold, then release button “A”. This should then turn the gas back on. 

If the meter still doesn’t turn on this could mean the chip on your card is either dirty or worn or some other fault. First, please wipe the card with a clean damp cloth and dry it, then try again. If it still doesn’t work, reach out to the Support Team. 

Additionally, if the meter is outdoors please check your meter box is water tight and in good condition. If water gets in the meter this can stop you from being able to add credit. Also, we may not be able to repair or replace the gas meter until the outer box is fixed. This is because the meter box is the property owners responsibility. You can buy a new meter box at most hardware stores. You can check out more on this in the topic below:

What additional support does OVO have available to support customers?

If you or anyone in your household is vulnerable, or just needs a little extra help, our Priority Services Register is a free support service you might find useful.

If you’re not sure Pay As You Go is right for you, and are interested in switching to pay monthly you can contact the Pay As You Go Support Team.