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Cid296
Rank 3
October 22, 2023
Solved

Traditional PAYG meter with blank screen

  • October 22, 2023
  • 88 replies
  • 16352 views

Good Afternoon.

We recently had a power cut in our building. Shortly after that, when we got electricity back, i realized my meter had a blank screen and I could not see how much credit I had left.

I contacted OVO assistance to book an engineer to come fix it, which they did, but I was worried that I could run out of credit before they come (almost a week later). They told me I should not be worried because when that happens the meter basically starts working as a billing meter, so there’s no possibility of me running out of electricity in the meantime.

Could someone confirm if this is really the case? I really don’t want to call 105 in the evening and wait in the dark for three or more hours waiting for help to come.

Thanks very much.

Best answer by Blastoise186

Updated on 29/04/26 by Ben_OVO

 

Hi @Cid296 ,

 

Just a heads up, I’m one of the Forum Volunteers here, rather than an OVO employee.

 

I can confirm that what you’ve been told is correct. The meter will have gone into Free Vend Mode as a result of the power cut. Obviously, you won’t be charged any usage for the time the power was out, since you can’t have used anything during that time. Oh, and you won’t be charged a fee for the engineer visit either as it’s not your fault.

 

However, to avoid disruption in case of a fault, Free Vend Mode triggers in these situations. You’ll still need to pay back what you used later, but you will not be disconnected in the meantime. You basically have unlimited credit until the meter is reset by an engineer. Try not to go too power hungry in the meantime though as the meter is still tracking your usage!

 

You can pay back the usage via future top-ups after the reset. It might be worth upgrading to Smart Meters though to avoid this situation. :)

 

We’ve got some similar topics which may also be helpful here:

 

 

If you need to get in touch with our PAYG Support Team, the contact details can be found here:

 

​​​​​​

88 replies

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Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
March 15, 2024

Sorry to hear this, it sounds very stressful.

 

If you go off supply @Sarah268, Boost will need to book an emergency appointment.

 

If you’re with Boost

This topic may be helpful:

 

 

Topping up for the first time?

To register your new electricity key or gas card, put it into the correct meter for at least a minute. The electricity meter will show a message to let you know it's registered, and the gas meter will beep.

 

My key/card isn’t working – what should I do?

We recommend taking the key/card out of the meter and wiping the chip with a clean, dry cloth. If you re-insert it in the meter and it still doesn’t work, please get in touch with us and we can send you a replacement.

 

Is your meter showing an ‘error code’ when you insert your key/card? Was there an error code when the shop assistant popped your key or card in a PayPoint terminal? If so, note the error code down and compare it to the list of codes we’ve listed in our guide on error codes here. That’ll help us work out how to fix the issue quicker when you contact our Support team (Monday to Friday 8am to 8pm, and 9am to 5pm on weekends).

Renewable Energy? Big Fan.
S
Newcomer
Seanmcdonagh
Newcomer
October 3, 2024

Hello can anybody help please I had a power cut on my street the power is back on but my key meter now has a blank screen and I'm not sure how much credit I have left on there or when I'm going to run out has anybody had this happen to them?

Blastoise186
Super User
Blastoise186Super User
Super User
October 3, 2024

Hi @Seanmcdonagh ,

It’s gone into Free Vend Mode and you currently have temporary unlimited credit. Please call OVO ASAP to get this sorted but you won’t be cut-off in the meantime. You’ll need to pay this back later.

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!
    S
    Newcomer
    Seanmcdonagh
    Newcomer
    October 3, 2024

    Thanks for your reply,so if I go over what credit I had left would I just have to top it up to put it in credit or can I top it up as normal with the key in the meantime?

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    October 3, 2024

    You can top-up the key in the meantime - just make sure not to lose it as you won’t be able to transfer to the meter until after the engineer visit!

    Whatever credit you use for now will be applied as a debt on the meter later. You will NOT be cut-off in the meantime.

    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!
    S
    Newcomer
    Seanmcdonagh
    Newcomer
    October 3, 2024

    So will the engineer put in the same meter again as I don't want a smart meter?

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    October 3, 2024

    The existing one will stay, yes. It’ll just be rebooted so that it works again.

    Why is it you don’t want a Smart Meter though?

    UPDATE 09/10/24

    Turns out the stance has changed since I last looked at it. Traditional Prepay Meters that go into Free Vend Mode are no longer reset or rebooted - they’re now replaced by default with Smart Meters.

    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!
    Shads_OVO
    Retired Moderator
    Shads_OVO
    Retired Moderator
    October 3, 2024

    Hi @Seanmcdonagh,

     

    I’m sorry to hear that this has happened. 

     

    Our forum volunteer has already given some good advice here. Did you manage to get in touch with the Support team to get this sorted?

     

    These threads might also be useful:

     

     

    S
    Newcomer
    Stevenmilligan
    Newcomer
    November 9, 2024

    there was a power cut last night, and now my meter screen is blank, Google says to call, i tired got an automated service and got told to try speak to someone online, the chat bot was useless 

    Nukecad
    Super User
    NukecadSuper User
    Super User
    November 9, 2024

    Is this a PAYG meter? Do you still have power?

    Sometimes following a power cut PAYG meters can’t restart themselves and so have a blank screen but they will go into a ‘Free Vend’ mode.

    That means that they will continue to supply energy until they can be reset, that usage will still have to be paid for later of course, but you won’t suddenly run out of credit and lose power.

    That gives you plenty of time to contact support on Monday and arrange for the meter to be reset, (it usually takes an engineer visit to reset it).

     

    If you have no power or want a quicker contact then try the Social Media team (Facebook, X, or Instagram) who work weekends and should still be open,
    See the green ‘Emergency contact’ banner at the top of the page, or click this link:

     

    I said, Hey - Watts going on.
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