Traditional PAYG electric meter- Top up not going on the meter

You need a replacement key by the sounds of things. If that fails, you’ll need a meter swap again - ideally to a Smart Meter.

Please try https://ovoenergy.com/feedback for this one. I’m sorry, but you have to talk to OVO again to solve this.

Hi,

Not sure this helps, and I am not affected by this issue. 

You are Not alone, I was in a local Newsagent the other day and the gentleman in front of me was struggling together with the shop owner to get the terminal to accept his payment and recognise his account, the Conversation went similar to your experience, He apparently had had a replacement meter and two new keys and the system was still not crediting his account and cutting off his power, He claimed to have been without power for a day or more. As he left the shop he said that OVO were the worst company he had ever dealt with.

Come on OVO step up to the plate and deal with customers issues,  It doesn’t maatter that certain customers view this Forum as a place for ideas and interests only, There will be more of these type of issues raised via this Forum if OVO do not get a handle on their customer relations and the Forum will only go downhill from here on.

My suggestion to you madam is make a complaint to the highest level in OVO, I currently understand you do this by contacting the chief executives office, if this does not ellicit a response within 8 weeks then you will have to, as I have for my own issues involve the ombudsman. 

Perhaps if enough customers do this then OVO might start to take notice and action.

I wish you luck It might be helpful to others if you can post if you get a resolution any time soon!  

CW

Where would I find the UTRN code on receipts?  How would I key this in on traditional meter? Would I have to do this every time?  I would add that I am 78, partially deaf, cataracts, and am supposed to be on the Priority Register and I thought I would get more help.  Last week I was told take code to shop, come home and put in meter for few minutes, go back down shop and top up, come home and try key.  I had this advice 3 times to no avail.  If anyone has answers to the questions regarding this UTRN code, thank you. Patricia B

You won’t have UTRN Codes unless you’re on Smart Meters. They don’t work with key/card meters.

I think you’ll be best off having the entire meter(s) replaced with Smart. That way, OVO can more easily help you out if you have top-up related issues. You could still, of course, pay by cash at PayPoint shops and that’s totally supported with Smart Meters on Pay As You Go, but it’d mean the credit gets sent directly to the meter automatically after your payment is made, rather than fumbling about with keys and cards.

Well thanks for the comments.  I understand now I do not have UTRN codes unless I have a smart meter.  This does not help my current situation but at least I have more info.  I think I will try and change providers and hope someone can sort things out afresh.  I do know that I do not want a smart meter, ever.  Thanks anyway. 

Well, I’m afraid you’ll have to get one eventually. Meters only last 10 years and the type you’ve got now don’t get installed anymore. If it gets replaced, it’ll be a 100% chance of it being a Smart Meter.

Leaving OVO won’t escape that either - pretty much no supplier has stocks of Traditional Prepayment Meters anymore.

Hi  again,

Despite what others have said here and yes,we may all have to have Smart meters eventually    (due to the governments net zero desires, incentivising suppliers, and fining them if they don’t meet targets).  They are not the solution for everyone.

In an effort to remain neutral you do have to option to swap suppliers and I understand Octopus and  some others are not currently forcing customers to prematurely change their meters.

 You do have a right to refuse a smart meter and you should seek advice from Citizens advice bureau, They say that suppliers may be able to withold some tarriffs if you do not have a smart meter but in my opinion this ammounts to unfair practice and a coersive practise that should be resisted.

I wish you luck with  your endeavours!

@Colin Wheeler but some tariffs are impossible without smart meters !! 

Impossible is a very subjective word, A solution can usually be found if all parties are willing!