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Good evening

I ran out of gas this morning and activated Emergency Credit (£15.00) via my card.  A few hours later I topped up my gas card with £5.00 and put it in the meter.  The normal “please wait……..” sign came up but then it went back to the first meter screen (I think it showed £15.00 emergency credit) and then went to the “please wait screen” again.  The next screen that came up was the amount of £0.01p being taken to pay back emergency credit.  It then asked me to press A which I did, however nothing happened (the meter screen was frozen).  After a while it went back to the “please wait..” screen and the £5.00 credit was then added.  However, instead of going back to the first meter screen, “please wait….” appeared again and a second £5.00 was added.  Therefore I currently have £10.00 credit on my gas meter when I only paid for £5.00.

Can anybody tell me what has happened here?  Is the meter or gas card faulty?  The meter was installed back in 2007 and the gas card is from 2023.  The Paypoint gas receipt states £5.00.  If I had topped up £5.00 prior to today, the meter would have accepted that instead of activating emergency credit?

Any help/advice would be appreciated.  I hope any problems can be rectified.  

Thanks in advance

  

Howdy ​@rjay63 !

That… Shouldn’t be possible…

I’d say the Meter is faulty, but thanks for being so honest about this! I’ll notify ​@Emmanuelle_OVO to ask what can be done to fix this one. Because you’re being honest about it, I’d imagine OVO will play nice about how it gets resolved.

Ultimately, it’s probably almost time to replace the meter anyway, but this sounds like a Meter fault to me.

Hey ​@rjay63,

 

That doesn’t sound right at all and it could be that the meter’s glitched when the top-up was entered. 

 

The PAYG Support team will be able to check the account for you and identify what the current balance is. I’ll leave the contact options for them below - 

 

Phone: 0330 175 9669

Opening hours:

  • Mon-Fri 8am to 8pm

  • Sat-Sun 9am to 5pm

 

Whatsapp - 0330 175 9695
Social links -
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https://x.com/ovoenergy?lang=en

https://www.instagram.com/ovoenergy/?hl=en

 

Keep us updated on your progress! 

Thank you ​@Blastoise186 & ​@Chris_OVO for your responses. 

I called the 0330 175 9669 number and stated what happened.  I was advised that the most likely reason this occurred was due to a ‘rogue’ £5.00 credit lost in my meter somewhere.  Apparently everything seemed fine on my account.  I advised the agent I will keep an eye on things and agreed to call again if this situation repeats.

I did put the card in the meter once again and it is correctly saying there’s no applicable credit to be applied.

I should also correct my gas meter installation year; it was 2009, not 2007 as stated in my first post.  

 

 

 

No worries, glad you got to the bottom of it either way! But thanks for being so honest about it - we truly appreciate that. :)

Either way, it may not be a bad idea to get your meters upgraded to Smart Meters anyway. Not least to prevent this from ever happening again, but also because your existing gas meter is getting on a bit. It’s not End of Service Life yet but upgrading means you can top-up with fewer steps - for example, you can still do it at the shops if you want to but you don’t then have to mess with the meter - and gives other benefits.

If you’re up for it, have a word with PAYG Support and they’ll try to arrange it for you - there’s no charge for this.

 

Either way, it may not be a bad idea to get your meters upgraded to Smart Meters anyway. Not least to prevent this from ever happening again, but also because your existing gas meter is getting on a bit. It’s not End of Service Life yet but upgrading means you can top-up with fewer steps - for example, you can still do it at the shops if you want to but you don’t then have to mess with the meter - and gives other benefits.

If you’re up for it, have a word with PAYG Support and they’ll try to arrange it for you - there’s no charge for this.

 

How to get in contact about my OVO Pay As You Go account

  • The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday.
  • Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm.

 

 

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