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Best answer by Jeffus

Updated on 20/07/26 by Abby_OVO

 

Hi @Nodnyl

Welcome to the customer forum, i am just a customer like you. 

 

Times when your power stays on, even if you run out of credit


At certain times of the day you won’t lose power, even if you run out of credit and 
emergency credit. This is called your “non-disconnect hours”. Your energy will 
stay on at these times.


This protects you so that you’ll never lose power when PayPoint shops might be 
closed. Though you can top up with the OVO Energy Top-up app any time of night or day.


Remember: if you’ve run out of credit, you need to top up before these “non-disconnect hours” are over to avoid losing power.

 

These times as mentioned by Jeffus are as follows:

 

Non-disconnect times


Smart meters

  • Between 5pm and 9am Monday to Friday

  • Before 9am or after 3pm on Saturday

  • All day on Sunday

  • Easter Sunday, 25 and 26 December, and 1 January

 

 

Traditional PAYG electricity meters

  • Between 6pm and 9am on weekdays

  • From 6pm on Friday until 9am on Monday

  • Christmas day

 


Traditional gas meters
 

Unfortunately, non-disconnect hours don’t cover traditional gas meters. 

 

 

Please note: Any credit used during the non-disconnect period will still be deducted from the meter so, if you don’t have any credit when the non-disconnect period finishes, your meter will go off supply.

16 replies

Show previous replies
Blastoise186
Super User
Blastoise186Super User
Super User
November 14, 2025

Once you top-up a Smart Meter, you can use the UTRN Code to force the credit through immediately if waiting isn’t convenient and/or it doesn’t come through automatically. There is no penalty for doing so - the meter will sort itself out if the credit later comes through by simply disregarding the duplicate transaction.

I don’t know what happened in your case and I can’t find out myself - you’d need to have OVO run diagnostics for that.

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T
Rank 2
thereturn
Rank 2
November 14, 2025

And whats the UTRN code for emergency credit B?

 

 

Blastoise186
Super User
Blastoise186Super User
Super User
November 14, 2025

Unique Transaction Reference Number - it’s a long code on the receipt whenever you buy credit.

There isn’t one for EmCr - it’s not for that purpose.

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Rank 2
thereturn
Rank 2
November 14, 2025

Then how would that help here?

 

Blastoise186
Super User
Blastoise186Super User
Super User
November 14, 2025

Many folks read the Forum, so my advice is always written with that in mind. My answers may seem strange but it’s based on experience and what works for the community.

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Rank 2
thereturn
Rank 2
November 14, 2025

That probably wouldn't benefit anybody, only confuse the matter.

Its a separate fix for a separate issue.

OVOs emergency credit policy is clumsy, slow and basically is putting people in danger with their CPAP machine etc.

I think we should leave it there.

 

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OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

OVO (S) Gas Limited is part of OVO Group Ltd