Traditional PAYG meter with blank screen

The issue I have with ovo is that I’ve learned from previous experiences that the customer service department is not fit for purpose. I.e. very long call wait times to talk to people who have either had no training or maybe just don’t want to help. You have to go through this process several times until you can make a formal complaint.  When the complaints team get involved I’ve found that the issue is dealt with speedily and efficiently.   
To avoid this, I’m going to ignore the blank meter, keep the money I would spend on electricity aside and wait for them to contact me.  It’s a nuisance having to do this but I’m organised enough to do it this way.  Unfortunately the saddest part of dealing with this company is that they don’t have an efficient customer support department.  
 

Does anyone know if ovo will know their meter is faulty (will they know when it hasn’t been topped up for months?) 

Hey ​@Sean123, 

I’m sorry to hear that you’re having issues with your meter and the blank display. Have you informed our Support Team yet about the issues as they’ll be able to book you an appointment to get the meter exchanged. As mentioned previously on this thread it’ll likely be the new year for appointments now as your meter is still supplying power it’s not an emergency appointment. 

You can reach our Support Team below on any of the contact options: 

Phone: 0330 175 9669

Opening hours:

• Mon-Fri 8am to 8pm

• Sat-Sun 9am to 5pm

Social links -
https://www.facebook.com/ovoenergy/

https://x.com/ovoenergy?lang=en

https://www.instagram.com/ovoenergy/?hl=en

Keep us updated on how you get on 😊

Please answer the question I asked 

It is monitored and things will happen if detected. Be advised however, that you may not always like what happens in those cases. I can’t say for sure though, but either way it’s not recommended to deliberately trigger that process.

Hi 

my electric meter display is showing blank but still illuminated ,it’s not a smart meter it’s the older style one ,there’s been no power cut,I have had no issues with the electricity going off it’s too late too phone ovo ,has this happened too anyone else and what do I have too do about it thanks in advance 

Hi ​@Cantona71 ,

Please let OVO know about this ASAP - sounds like a possible total/critical meter failure to me. I suspect you’ll need to get it replaced so please contact OVO in the morning - details at https://www.ovoenergy.com/help

Hi Blastoise 186 

firstly thank you for your quick response is this dangerous with it being a critical error and will the electric go off ? And yes I will be phoning them at 9am thanks 

You should be in Friendly Credit hours right now, meaning the Meter should NOT Disconnect as long as you had at least 1p left on it when you entered this period - and I suspect you probably did - so you should be good.

It will remain this way until 8am on Monday. If you still have normal credit at that point, the power stays on and the same applies if you dump enough credit onto it before the grace period runs out to swing you back into the black. It’d ONLY Disconnect if you were still in the red after the grace period ran out.

The reason I say “Critical” is because whatever state it’s currently in means it’s not doing primary functions properly - I cannot be sure of anything beyond that.

Thank you have been very helpful 

Hi ​@Sean123 

Some faults can be detected without actually looking at the meter itself, but this is very limited and there are many meter faults we wouldn’t know about unless we actually saw the meter itself or the fault was reported to us. If you think there’s a problem with the meter, you should tell us by contacting our Support Team.

If the meter display is blank, you’ll need to have the meter replaced. If you’ve been billed incorrectly while the meter was faulty, the bills will be corrected when after the meter has been replaced and we’re able to take the reading from the meter when it’s removed from the wall.

We’d suggest continuing to pay the bills in the meantime to avoid a large catch up bill later, even if the bills are estimated in the mean time. If the usage goes unpaid, a bill for correct usage will be produced when the meter is replaced.