I see.

If you are NOT using any gas, I’d still recommend you Top-Up at least £1 a month on a consistent monthly basis so that OVO (or whoever the supplier may be) can grab the meter readings. Without those Top-Ups, your supplier cannot know that you’re not using gas and may assume something fishy is going on - which is well within their rights.

It sounds like you’re not doing that very often, which is throwing things out of line and making things worse. Try this solution and see if it helps. Doing it via PayPoint is recommended if you can find one, otherwise just go wherever the OVO card is accepted at:

1. Set a consistent date in your calendar for a meter top-up
2. On that date, go to the property first before you visit the shop
3. Insert the card into the meter and follow the prompts to have it read the card
4. After the meter is done processing the card (requires at least 60 seconds after the screen wakes up) take the card out of the meter and head to the shop
5. Top-Up by at least £1 - exactly what you top-up with is up to your discretion
6. Return to the property and transfer the credit to the meter
7. (Optional) go back to the shop and do another £1 top-up, then transfer that to the meter as well
8. Wait 2 hours and contact OVO PAYG Support to get the latest status of your account - do this at least once in a while so you know what’s going on

This should help. Ultimately however, if gas is NEVER going to be used again at the property, you’re wasting your money by keeping the gas supply active. Disconnection MIGHT be the right move in those cases.

Please read this guide below very, very carefully before making a decision. There’s no going back if you commit to it.