I'm Pay as you go and I'm moving home - what's next?


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Just moved into a house with prepayment meters? Not sure what you need to do when moving out of a house with a prepayment set up? Our OVO Answers guide is here to help. Could we do more to help prepayment customers moving house?

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Hi
I'm moving to a new house, and that house already have OVO, I like to know how I can request a new Top-up cards.
And I like to know what more way to top-up without card.
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ferreirex wrote:

Hi
I'm moving to a new house, and that house already have OVO, I like to know how I can request a new Top-up cards.
And I like to know what more way to top-up without card.



Hey Ferreirex,

Good question. We’ve got a topic on this here which you might want to get involved in. There’s also a link to a handy OVO answers article that explains what to do in this scenario.

If you’d like to top up without a gas card or electricity key, then our PAYG+ option would be best for you. This gives you the freedom and flexibility to top up on the move via our PAYG+ app. First of all, you’ll need to get one of our smart meters installed. To check the availability in your area, please take a look at our booking platform here: smart.ovoenergy.com/paygplus.

For more information on the difference between smart Pay as you go and PAYG+, take a look at our OVO answers article here

Cheers,
Lucy
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Hi, thanks for sharing with us. Yes, we moved to the house with prepayment meters. Last week we moved to a new home with all the stuffs with the help of professional movers.
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Fab to hear it, milfordblanchard - hope the move went smoothly! I’ve just had to tweek your comment slightly as it contained a third party website (more information can be found here: https://forum.ovoenergy.com/anything-but-energy-25/welcome-to-the-ovo-forum-13).

Cheers,
Lucy
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I was with OVO for gas and electricty pay monthly. I recently moved house and now have a prepayment metre for electricity. Ovo sent a payment key but i cant top it up. They also say I should be paying £10 a month direct debit and I am not sure why when I am pay monthly. My account says 'sorry you are leaving'. And now British Gas keep sending me letters to say I am with them but their payment key wont work either!
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Gemmav wrote:

I was with OVO for gas and electricty pay monthly. I recently moved house and now have a prepayment metre for electricity. Ovo sent a payment key but i cant top it up. They also say I should be paying £10 a month direct debit and I am not sure why when I am pay monthly. My account says 'sorry you are leaving'. And now British Gas keep sending me letters to say I am with them but their payment key wont work either!



Oh no! None of this sounds good, Gemmav. I’ve merged your topic onto this thread so other customers can share their experience with you.

If you’ve got Pay as you go meters in your new property, you should have been sent a new gas card and electricity key. If your key isn’t working, you’ll need to let us know, as we might need to get a new one resent. Just drop me a PM with your name, DoB and OVO account number if you need me to help further with this. (I’ll also be able to double check the National Database to make sure we’re your current suppliers).

You shouldn't be paying any monthly Direct Debit amount with Pay as you go meters so it sounds like there’s just been a miscommunication with this.

As you were a Pay monthly customer in your old property, it sounds like you’re logging into your old My OVO account which is why you’re seeing the message ‘sorry you are leaving’. To get access to an online account as a Pay as you go customer, you’ll need to get our smart Pay as you go meters installed as PAYG+. You can check the availability and book in for an appointment here: smart.ovoenergy.com/paygplus.

Lucy
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Hi. I am on PAYG+. I am due to move out of my flat that is supplied by OVO. I am not staying with OVO.

I am due to move out sometime next week but not sure what day yet.

Am i able to end my account with them the day i move out as i don't want to be paying a standing charge when i am no longer living here?

Thanks
I moved into a house that was already supplied by OVO so decided to continue with the same supplier. Does anyone know how I can submit meter readings from when I moved in? I can only submit readings for today.

Thanks
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Does anyone actually reply?
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chris477 wrote:

Hi. I am on PAYG+. I am due to move out of my flat that is supplied by OVO. I am not staying with OVO.

I am due to move out sometime next week but not sure what day yet.

Am i able to end my account with them the day i move out as i don't want to be paying a standing charge when i am no longer living here?

Thanks



We’d have hoped that one of our users would have got back to you on this one, @chris477!

I’ve moved your topic over to our PAYG Moving Home Topic - hope this helps. If you can’t find what you’re looking for, let us know.

Lucy
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Thanks for the reply. I phoned yesterday and im getting my account to end on monday.
Very quick and efficient.
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selinarc wrote:

I moved into a house that was already supplied by OVO so decided to continue with the same supplier. Does anyone know how I can submit meter readings from when I moved in? I can only submit readings for today.

Thanks



Sorry that we missed this @selinarc!

Pay as you go customers won't need to provide readings when they move in but we will need to send you a new key and card for topping up. For more information, check out: https://www.ovoenergy.com/ovo-answers/topics/all-about-switching/moving-home/im-moving-home-how-can-ovo-help-me.html#PAYG Moving in.

I’ve moved your topic onto this thread so that some of our other users can get stuck in helping too.

Lucy

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