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JoeTindle
Rank 1
August 27, 2022
Solved

Switched from PAYG to OVO pay monthly, now off supply?

  • August 27, 2022
  • 20 replies
  • 867 views

Hi,

 

Recently moved into a new home and the previous owners had a payg meter with boost. I have asked them to swap to pay monthly with ovo and after a few weeks, I got confirmation yesterday.

 

However, the house has no electric at all now. We still had a balance on the top up meter which they said will transfer over to the pay monthly and I have had the pay monthly contract sent.

 

Can't call them as they don't work weekends.

Any ideas

Best answer by Emmanuelle_OVO

Updated on 28/07/25 by Emmanuelle_OVO:

Can’t find the answer to your question? See this web page for advice on what to do in emergencies.

Hey @Tiggy777,

 

I’m really really sorry to hear this,

 

If you’re off supply you should be able to book an emergency appointment with the support team. Have you been sent an OVO account number? 

 

If so, I’d advise calling with that account number 0330 303 5063 and they can book in an emergency meter exchange. If there’s an issue with the booking tool because it’s a new account they can call the installer directly and book in an emergency appointment. 

 

Taken from the website:

 

Electrical power cut

 

If it’s area-wide, call 105 to report the power cut to your network distributor

 

Before you call, check if there’s a power cut in your area by looking at the streetlights outside, or your neighbours’ home. 

You should also:

  • Switch off all your electric appliances – especially the ones that shouldn’t be left unattended like heaters. This will also protect your appliances from electrical surges.

  • Leave one light switch turned “on” to show when the power comes back.

 

If only your home has lost power 

Check your fuse box to see if a switch has been tripped. If not:

  1. Switch everything off at the plug.

  2. Leave one light switch turned on so you can see if the power comes back on.

  3. Turn off the main switch in the fuse box. 

  4. Follow up by turning off all the individual switches, one by one. 

  5. Turn the main switch back on. 

  6. Flip each of the smaller switches back on, again one by one. If any of the switches flips itself back “off”, it has “tripped”. That means that there’s a fault. 

You can tell where the fault is by seeing which switch flips. You could have a faulty appliance plugged in. Try unplugging the appliance, and going back to step one to try again.

Don’t attempt to do any electrical work yourself. If there seems to be a fault but you don’t know what it is, it’s time to call an electrician.

 

Please confirm if you have been given an OVO account number, if so, it would seem like the supply has switched over. 

 

Keep us posted! 

20 replies

Blastoise186
Super User
Blastoise186Super User
Super User
August 27, 2022

Hi @JoeTindle ,

I’d give the live chat a go ASAP here if you can. The live chat is open until 1pm today.

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J
Rank 1
JoeTindleAuthor
Rank 1
August 27, 2022

I would but live chat just gives a message saying they're exceptionally busy and to call

Blastoise186
Super User
Blastoise186Super User
Super User
August 27, 2022

Don’t give up, there’s apparently 207 people in the queue but as long as you can get in there, you will get through eventually. It might just take a while.

For now, try topping up the PAYG meters and get back on supply. I think that’s likely to work but don’t put a huge amount on for now, maybe just £5 or £10? If that goes through and you’re able to restore the supply, go ahead and put a larger top-up on so that you can get through a few days.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
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Rank 1
JoeTindleAuthor
Rank 1
August 29, 2022

No, still not sorted. Day 4 now .

Calling states bank holiday they are open other than the odd ones such as Christmas but today no calls have gone through.

 

Absolute farce

Tim_OVO
OVO Staff
Tim_OVO
OVO Forum Legend
August 30, 2022

So sorry to hear this, @JoeTindle - I’m really hoping you’ve been able to speak to OVO’s support team by now. Our team will be able to remotely change your smart meter if it’s still in a prepayment setting when it shouldn’t be. As it’s an emergency, it’s best to call us directly on: 0330 303 5063.

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Newcomer
Deadpool3409
Newcomer
September 19, 2022

Hi all,

Is there an emergency out of hours number as right now I'm off supply this has only just happened after being transferred to OVO, now I know this is an issue for OVO as its a meter issue not a DNO issue they don't supply or deal with meters 

Blastoise186
Super User
Blastoise186Super User
Super User
September 19, 2022

Hi @Deadpool3409 ,

Few questions here:

  1. Where have you transferred to OVO from?
  2. How were you transferred?
  3. When were you transferred?
  4. What payment type do you use?
  5. Do you have Smart Meters?

I need to know this so I can figure out any potential options. You can try the Live Chat at https://help.ovoenergy.com but there might not be anyone free.

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Newcomer
Deadpool3409
Newcomer
September 19, 2022

I have a smart meter I was swapped over from boost the swap was requested by me I was transferred 2 days ago

Blastoise186
Super User
Blastoise186Super User
Super User
September 19, 2022

Hmm… The transfer should have switched you to Credit Mode. Try activating Emergency Credit for now and contact OVO in the morning - they’ll be able to fix this for you.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
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Newcomer
Deadpool3409
Newcomer
September 19, 2022

Trust me I've tried all of that and still nothing is there an emergency out of hours number ?

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