Pre-payment meter screen says 'call help'

@Koolkat66 

Try this as the customer got an emergency appointment quickly via social media just this morning 

Unfortunately you are not alone saying the blue button isn't great out of hours although I think it gets to the same team.

Thank you. I  did get a reply but was the same as before, wait till tomorrow

Hi @Koolkat66 

I’m sorry to heat about this.

All Support Channels are now open, please do get in touch with the team to get an engineer out.

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 9am to 5pm Monday to Friday and 8am to 2pm on Saturday.
• Or call us on 0330 175 9669 during the same times.

 
If you’re with Boost

• Find answers or chat with Boost at boostpower.co.uk/help
• Or call them on 0330 102 7517.

Let us know how you get on.

I have called this morning and given a 3h emergency appointment. So far no one has arrived yet, still 40 minutes to go :)

Hey @Koolkat66,

Is this resolved now?

No. No one has turned up and I am on a call waiting to speak to somebody

Hey @Koolkat66,

I’m so sorry to hear this,

Have you managed to get a replacement now? It sounds like your meter is an older, faulty model. 

Once you have a smart meter installed you’ll have more options to top up, also it may be advisable for you to change to pay monthly as you advised you are a vulnerable customer. This will mean you don’t have to worry about going off supply. 

I have actually got it replaced to my old model, many thanks to all

Good evening

I had a traditional PAYG gas meter that broke down at the weekend (it shut off the gas and blinked “CALL HELP” at me).  I contacted OVO via webchat and they kindly arranged for an emergency engineer to replace it.  The engineer replaced it with another traditional PAYG meter and topped it up with £30.00 emergency credit.  They advised me a new card was needed.

OVO webchat advised me that I needed to wait until Tuesday (today) before contacting them to order a new PAYG card. I did this and initially received a ‘Tag Code’ only to find out that my chosen location did not have any suitable PAYG cards.  I therefore contacted OVO webchat again and found another location that states they will have suitable cards.  A new ‘Tag Code’ was issued as this location uses PayZone instead of PayPoint.  One of the OVO advisors on webchat stated that locations could use a competitor’s PAYG card if they do not have the right branding but I did not like the sound of that.

So, as it stands I will visit the location tomorrow (14 May) and see if they have suitable cards.  However what I am worried about is whether OVO actually have the right meter details on file.  The new gas meter was only installed on Saturday 10 May and I am worried they may be giving me a Tag Code for the old meter in error. 

Would OVO have already received information about the new tradional PAYG meter already in this time period, or should I check with them in the morning to make sure the new gas meter details are actually on my file before going any further?

Many thanks in advance. 

Hi ​@rjay63 ,

Usually, yes. The records get updated pretty fast so the codes should be for the new meter.

However, I’d highly recommend you migrate to a Smart Meter sooner or later to avoid this problem.