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Sam6555
Rank 1
April 8, 2022
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Why has my OVO account been transferred from pay monthly to pay as you go?

  • April 8, 2022
  • 32 replies
  • 1410 views

Hi, recently my gas/electric has been swapped over to Boost/PAYG tarriff without any notification. Now whenever I try calling Ovo my call gets instantly forwarded to Boost, and my e-mails also get rejected (Your message wasn't delivered because the recipient's email provider rejected it.) So I’m unable to contact Ovo to sort this out. Feels like they’ve swapped me over and blocked me from being able to contact them.

 

I don’t really know what I should do about this, I feel utterly helpless to resolve this, currently on the phone and are going to ask Boost to put me through to Ovo, but I’ve no idea if they’ll even do that. gonna be a nice couple 25 minute waits.

Best answer by Jess_OVO

Updated on 24/07/25 by Emmanuelle_OVO:
​​​​​​

I’m so sorry to hear of the difficulty you’ve had when trying to reach the team recently, @Sam6555.

 

Just to provide a bit of context here, a switch from a Pay Monthly account with OVO to a Pay-As-You-Go account usually only happens as a last-resort part of our collections process. This change should should be well-notified ahead of time. If you’re not sure why the change was needed for your account this is best discussed with the OVO collections team who can be reached on 0800 0699 831 (lines are open Monday - Friday, 8am - 6pm and 9am - 2pm on Saturdays).

 

I hope this helps.
 

 If you’re a pay as you go customer who’s vulnerable or relies on your supply for mains powered electrical equipment (supply critical customers) & we’ve been trying to reach you it may be because you’ve not topped up in a while & might be without power. If we aren’t able to get in touch we will send a visitor (after 72 hours of being off supply) to check in and talk about how we can help. 

​​​​​​

 

We also want you to know that if you can’t afford to top up, we’re here to help. Don’t worry
if this doesn’t apply to you – we just want to make sure that anyone who needs support gets it quickly.

These topics may be helpful: 
 

Quick hints and tricks to see if you can get back on supply yourself! - Is my gas supply actually off? & Is my electricity supply actually off?

 

Click on the link for Pay As You Go Smart Meter off supply?

 

Pay As You Go Smart Meter with top up issues?

 

Need financial support or questions about your debt balance? Get advice here


Need extra support with your bills? These topics might be helpful: 
 

 
Also you can see our page on payment support here.
 

 

32 replies

Show previous replies
Jeffus
Rank 20
Jeffus
Rank 20
December 18, 2022

I don't work for OVO.

You could try OVOs Twitter or Facebook page. There are sometimes OVO staff their over the weekend. It is an official ovo support channel and they can access your account. 

I can't guarantee obviously and you may not get a response over the weekend. 

Post a general comment on the Twitter or Facebook page and send a Private message via Facebook or Twitter including your issue, name, address, postcode, account number and date of birth for security purposes.

 

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
December 19, 2022

Hey @Jayneb,

 

I’m really sorry to hear this,

 

Is it all sorted now?

 

It sounds like for some reason your smart meters changed mode from Pay Monthly, to Pay as you go over the weekend. 

Renewable Energy? Big Fan.
Terms & ConditionsAccessibility statement

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