Help !! Been without electricity since 5pm was near the end of emergency credit but I thought friendly credit would apply as it’s a bank holiday. I put my last £10 on it and still supply is off . I have googled everything I can think of.
Answer
Where is my friendly credit mode on a bank holiday? Gone off supply
Best answer by Tim_OVO
Updated on 31/07/25 by Emmanuelle_OVO:
Not good to hear,
If you need to contact us regarding an out of hours emergency follow the steps below:
Pay as you go emergencies - https://www.ovoenergy.com/help/article/emergencies
Times when your power stays on
There are times when your power stays on (your “non-disconnect hours”), even if you run out of credit.
If you have a smart meter
As long as you had credit at the start, you won’t lose power during these times:
-
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
There’ll still be a charge for any energy you use. So top up as soon as you can to avoid losing power when these periods end.
If you have a traditional electricity meter
You shouldn’t lose power during these times, as long as you have credit on your meter when they begin:
-
Between 6pm and 9am on weekdays
-
From 6pm on Friday until 9am on Monday
-
Christmas day
If you’ve run out of credit, you’ll need to top up before these periods are over to avoid losing power.
If you have a traditional gas meter
Unfortunately, non-disconnect hours don’t cover traditional gas meters. But smart meters offer non-disconnect hours for both gas and electricity. You can find out more about smart meters and getting them installed here.
+3- Carbon Catcher***
You could try Twitter or Facebook, eg send a private message to @Ovoenergy on Twitter you should get a response from a customer service person.
Updated on 31/07/25 by Emmanuelle_OVO:
Not good to hear,
If you need to contact us regarding an out of hours emergency follow the steps below:
Pay as you go emergencies - https://www.ovoenergy.com/help/article/emergencies
Times when your power stays on
There are times when your power stays on (your “non-disconnect hours”), even if you run out of credit.
If you have a smart meter
As long as you had credit at the start, you won’t lose power during these times:
-
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
There’ll still be a charge for any energy you use. So top up as soon as you can to avoid losing power when these periods end.
If you have a traditional electricity meter
You shouldn’t lose power during these times, as long as you have credit on your meter when they begin:
-
Between 6pm and 9am on weekdays
-
From 6pm on Friday until 9am on Monday
-
Christmas day
If you’ve run out of credit, you’ll need to top up before these periods are over to avoid losing power.
If you have a traditional gas meter
Unfortunately, non-disconnect hours don’t cover traditional gas meters. But smart meters offer non-disconnect hours for both gas and electricity. You can find out more about smart meters and getting them installed here.
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