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Sammy11
Rank 2
January 13, 2024
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PAYG meter blank after power cut?

  • January 13, 2024
  • 33 replies
  • 10653 views

Hi.  We had a 7 hour power cut today and when our electric came back on our prepayment key meter display was blank.  
 

i have read it probably means we will have to have a new meter but I was wondering what happens to the credit we had on there?  I dont know the exact amount and obviously cant tell from the meter now because the display is blank.  If we do have a new meter will OVO know how much credit to put on the new meter?  Apart from the receipt from buying the electric I dont have any way of proving how much we had before the power cut.  
 

also Im on economy 7.  Will my storage heaters come on as usual?  
 

hope someone can help.

thank you sammy

Best answer by Blastoise186

Updated on 13/05/26 by Abby_OVO

Hi @Sammy11,

 

This is not a fault, but a safety feature. The meter has gone into Free Vend Mode as a result of that power cut. You’ll still need to pay for what you use, but the meter will give you “unlimited” credit until it gets reset by an engineer. They will try to recover your credit for you and restore that to the meter balance, but there will also be a debt to pay back via the meter to cover what was used in the meantime.

 

This will be paid back slowly at a rate you can agree with OVO, but please let the Support Team know if you want to speed up or slow down the repayments. As soon as the debt balance hits zero, debt collection mode will automatically disable itself and no further repayments will be taken.

 

Economy 7 functionality should continue to work in the meantime.

 

You might also be able to make a one-off payment directly to OVO to clear all or part of the balance in one go, which would then be wiped from the meter. Please put any top-up money aside for now either way - you’ll need it later.

 

To avoid racking up too much debt, please contact OVO ASAP and let them know what’s happened - they’ll get someone out to you.

 

If you’d like to get Smart Meters, I’d recommend doing that only after the existing meter has been reset and any debt balance from this incident has been cleared.

 

Hope that helps!

 

These topics may be useful:

 

33 replies

Show previous replies
Nukecad
Super User
NukecadSuper User
Super User
July 3, 2026

Remember to tell your tenants that although the electricity will not go off whatever they use will still need paying for eventually.

So they shouldn't go mad with usage just because they don't need to top up at the moment.

Maybe advise them to put the money they would normally use to top up aside each week?

It's summer so usage shouldn't be that high.

PS. Presumably the gas meter is still working so they will need to keep topping that one up.

I said, Hey - Watts going on.
    R
    Newcomer
    Ruby
    Newcomer
    July 3, 2026

    Brilliant thank you both for your reply’s .

    Yes gas is working fine and I have advised them already to put back some money. They are long term and very sensible thanks again.

    This is actually a very useful way for advice and to ask questions 

      Chris_OVO
      Community Manager
      Chris_OVO
      Community Manager
      July 6, 2026

      Morning ​@Ruby,

       

      We’re so happy to hear that you’ve found the forum helpful! That’s exactly what we’re here for! Please keep us updated on how the meter exchange goes for your tenants and if you encounter any issues let us know. 

       

      Just a quick reminder: we’re here to help no matter which supplier you’re with. We have a friendly community of members from all different suppliers who come together for support and questions. So, if you or anyone else needs a hand, just say hi! We’re all here to help each other out 😊

      Renewable energy jokes never get old.
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