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Gazza1209
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April 18, 2022
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Why isn't my PAYG smart meter showing my current balance?

  • April 18, 2022
  • 17 replies
  • 8838 views

Hi 1st post just noticed that my smart meter on the electric part isn't doing anything not showing how much I've got or how much I've used and the actual electric meter isn't doing anything either pushed buttons and nothing  happening we have still got electricity was just wondering why they have both stopped is there anything I can do to try and fix it as I'm worried going to get a  big bill as not sure if I've used my credit up the gas is working fine any info would be great

Best answer by Blastoise186

Updated on 28/07/25 by Emmanuelle_OVO:

Unfortunately however, I can’t find one for the Elster AM110R Comms Hub. @Jess_OVO could I get your help with that by any chance?

My current theory is that the meter has temporarily lost the HAN connection and might come back later. If you need to top-up, you’ll want to use the UTRN Code from the receipt to manually punch the code into the meter directly, as other methods might not work right now. Customer Service can probably dig deeper for you as well.


Having issues with your smart meters? These topics might be helpful:

 


We have tons of helpful FAQs & Tutorials on the forum
 

 


How to get in contact about my OVO Pay As You Go account
 

 

17 replies

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Abby_OVO
Community Manager
Abby_OVO
Community Manager
November 17, 2023

Hey @heatherelizabethlib 

 

I’m really sorry hear about this. 

 

We don’t have access to accounts here at the Forum, so it’s very tricky for us to advise on what needs to be done here. This is very account specific so the Support Teams should be able to help resolve this issue. Give the Support Team another try, and you can always raise a complaint about this if necessary too.

Currently Playing: She's Electric
    H
    Newcomer
    heatherelizabethlib
    Newcomer
    December 2, 2023

    Thank you Abby 

      D
      Newcomer
      deldon
      Newcomer
      September 13, 2025

      How do I know how much cash left or how many days left for electricity or gas in the smart meter.

      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      September 15, 2025

      Hey ​@deldon 

       

      Would you be able to share a photo of the meter or In-Home Display you have? And do you have the OVO Energy Top-Up App?

       

      Your balance in the PAYG app updates once a day after midnight, if you’ve not got it already, you should download that so you can keep an eye daily on your balance (you can download it from the Apple App Store or Google Play). There’s also a helpful guide on how to check your balance on the meter.

       

       

      I hope this helps, do let us know if you’ve got any other questions.

      Currently Playing: She's Electric
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      Newcomer
      deldon
      Newcomer
      September 16, 2025

       

      D
      Newcomer
      deldon
      Newcomer
      September 16, 2025

      Hi nowbI understand how to check remaining balance. 
       

      Ben_OVO
      Community Manager
      Ben_OVO
      Community Manager
      September 17, 2025

      Sorry ​@deldon I don’t understand your message. Are you able to see the remaining balance, or do you still need help?

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