i had similar with prepayment gas meter, im also on the priority list,  my meter wouldn't top up i had credit on card, it was a Sunday had less than £1.00 on it, and knew it wouldn't last, after getting the speil about HAVING TO HAVE A SMART METER INSTALLED, which I refused, I was told wouldn't do anything till under £1.00, so rang again when under £1.00, was told an engineer would be out, no one showed up after 4hr, was down to 38p, rang and got message place wass closed, rang back in morning to be told that no appointment had been sent to engineer on Sunday, yet I was told an engineer would be out? so told call centre again i now had no gas and on priority list, she said she would sort a call out, got call back from engineer to say they would be here in few hours, he turned up but the card he uses had run out, fortunately another engineer was nearby so he arranged for him to drop by so he could use his card, that worked, and my credit restored,  and I topped it up with my card, but I went all day and night with no heating or able to cook, because someone never put the call through to engineer on my two calls on Sunday even when told I was on the priority list, so much for customer service, no apology or anything, all because it wasn't requested for an engineer to come out, bang out of order for people over the weekends 

​@weedug I’m so sorry to hear that you had this experience - I know how stressful I would have found it if I were in your position.

I hope nothing like that happens again to you.

Just to confirm, the reason you would have been offered a smart meter is because, for a long time now, smart meters are the only type of meter that are manufactured now. 

I’d recommend giving it some thought - the appointment is free of charge, and would mean that you’d be able to top up your meters via an app, rather than going to the PayPoint. They’re also much less likely to go wrong, as happens with keys / cards. I’ve added some useful links below. At some point, your traditional meters will reach the end of their certification / lifespan t which point we’re regulated to switch them over to smart meters.

I hope you have a good weekend!

Hello, 

Ive just got home from topping up my card and put it in pay as go meter and it says CALL HELP. They are closed, what do I do as I have a baby. Is it classed as an emergency or not? 

Try sending a private message to one of Ovo’s social media team: Facebook, Instagram or X. 

Hey ​@Amicharlotte 

Sorry to hear about this, though I’m glad to see juliamc did stop by with some really helpful advice to reach out to the Support Team.

If you’ve not done so already, please do reach out to the team so they can arrange an appointment to get this sorted. 

I’ve linked a similar topic below:

Do let us know how you get on.

I tried topping my metre up but when I put the card in a message comes up saying Ring Help 

Hi ​@Tina Ashforth ,

The meter has detected a fault, please call OVO ASAP about that one and they’ll take a look.

Hey ​@Tina Ashforth 

I’m sorry to hear this, though I’m glad to see Blastoise186 has already stopped by over the weekend with some really helpful advice here.

Have you been able to reach out to the team yet as suggested? If not, please do contact the Support Team as soon as possible. 

Do keep us updated with how you get on.