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I'm Pay as you go and I've just had my smart meter installed - what happens next?


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I've just switched but still have my old card pre-pay meters. My Smart meter is due to be installed in a couple of days but I've just loaded credit onto the old one (with my OVO card).

Will this credit automatically be transferred to the Smart meter or do I need to do anything else about it?

Any help appreciated
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Best answer by Tim_OVO 4 March 2017, 17:26

FIVEby5IVE wrote:

I've just switched but still have my old card pre-pay meters. My Smart meter is due to be installed in a couple of days but I've just loaded credit onto the old one (with my OVO card).

Will this credit automatically be transferred to the Smart meter or do I need to do anything else about it?

Any help appreciated



Hi FIVEbyFive - thanks for sharing this query on the OVO Forum.

When the engineer visits to fit your shiny new smart meters, they will take a note of the credit left on the old meters, and transfer this across. The credit will be transferred within 5 working days of the meters being fitted.

With these new meters going in so soon, you might find this topic handy, introducing you to the PAYG+ app: https://forum.ovoenergy.com/pay-as-you-go-20/the-ovo-energy-payg-app-what-it-does-and-why-it-can-help-you-30.

Tim

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FIVEby5IVE wrote:

I've just switched but still have my old card pre-pay meters. My Smart meter is due to be installed in a couple of days but I've just loaded credit onto the old one (with my OVO card).

Will this credit automatically be transferred to the Smart meter or do I need to do anything else about it?

Any help appreciated



Hi FIVEbyFive - thanks for sharing this query on the OVO Forum.

When the engineer visits to fit your shiny new smart meters, they will take a note of the credit left on the old meters, and transfer this across. The credit will be transferred within 5 working days of the meters being fitted.

With these new meters going in so soon, you might find this topic handy, introducing you to the PAYG+ app: https://forum.ovoenergy.com/pay-as-you-go-20/the-ovo-energy-payg-app-what-it-does-and-why-it-can-help-you-30.

Tim
Hi I had ovo payg meter fitted yesterday, my meter isnt connected to app on my phone yet, do I wait till it connects before I top up I know I'll have to pay back what I ve used so far, or do I have to go town and top up, I ve used £1:78 electric n 77p so far ? Thank you
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Sandiedw wrote:

Hi I had ovo payg meter fitted yesterday, my meter isnt connected to app on my phone yet, do I wait till it connects before I top up I know I'll have to pay back what I ve used so far, or do I have to go town and top up, I ve used £1:78 electric n 77p so far ? Thank you



Hi, i had the same issue but i topped up on the app anyway as the man who installed them told me they wouldn't shut off until they established a connection with the servers. So i topped up on the app and this seemed to force the servers to connect to the meter to get a reading....I've never looked back 😁
The engineers have installed my new Smart meters yesterday, and I have a smart Pay as you go account, I have top-up on My account website and I have Top-up with Top-up card and I don't know how I can check the balance and I already receive an email saying "balance is running low".

The app isn't working to check my balance, and in my account on the website just show my top-up I have made in my account.
Userlevel 1
I had my smart meter installed on Tuesday, it is Saturday and the app still shows the timeline only. I have reinstalled the app and it didn't change. I have contacted customer service and they said wait a couple of days, so I did. What should I do?
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ferreirex wrote:

The engineers have installed my new Smart meters yesterday, and I have a smart Pay as you go account, I have top-up on My account website and I have Top-up with Top-up card and I don't know how I can check the balance and I already receive an email saying "balance is running low".

The app isn't working to check my balance, and in my account on the website just show my top-up I have made in my account.



Hey Ferreirex,

We have a bit more information on this on our other topic here: https://forum.ovoenergy.com/pay-as-you-go-20/smart-meter-fitting-and-what-happens-to-my-credit-38.

Normally it takes 24 - 48 hours for your PAYG+ account to be set up. Once it has been, you’ll be emailed your new login details. During this time your meters will be in credit mode so don’t worry about going off supply.

Once your PAYG+ account has been set up, any usage during the time your meters were in credit mode will be added to your PAYG+ account.

Hope this helps!
Lucy
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Saska Brenard wrote:

I had my smart meter installed on Tuesday, it is Saturday and the app still shows the timeline only. I have reinstalled the app and it didn't change. I have contacted customer service and they said wait a couple of days, so I did. What should I do?



Ah that’s frustrating, Saska. It normally takes 24-48 hours for you to receive your login details and be able to access the app. If you’ve already spoken to the Customer Care team, I imagine that they would have done all the necessary checks, but it would be worth getting back in touch with them as you should have full access to your app by now.

Lucy
Userlevel 1
Morning all,

I have just had my PAYG smart meters installed, but I want to make sure my balance from the old meters has been transferred correctly.
I have no idea how to check this on the IHD so I went to check on MyOVO and it just says "Sorry, we are unable to load all of your details, please try again".
Any help on either of these issues?

Thanks
Userlevel 1
Now I'm getting an email to say my balance is running low. But I still can't check my balance and I should have around £16 remaining from a recent top up on my old meter.
Lucy_OVO wrote:

Hey Ferreirex,

We have a bit more information on this on our other topic here: https://forum.ovoenergy.com/pay-as-you-go-20/smart-meter-fitting-and-what-happens-to-my-credit-38.

Normally it takes 24 - 48 hours for your PAYG+ account to be set up. Once it has been, you’ll be emailed your new login details. During this time your meters will be in credit mode so don’t worry about going off supply.

Once your PAYG+ account has been set up, any usage during the time your meters were in credit mode will be added to your PAYG+ account.

Hope this helps!
Lucy



Thanks, @Lucy,

The money I have to say I have Top-Up is in the new card, because I have a talk on the phone with your customer service and they tell me to top-up the card, and I have done that. But in my account on OVO just show the Top-up I have made in My Account.
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simonhunt91 wrote:

I have just had my PAYG smart meters installed, but I want to make sure my balance from the old meters has been transferred correctly.
I have no idea how to check this on the IHD so I went to check on MyOVO and it just says "Sorry, we are unable to load all of your details, please try again".
Any help on either of these issues?

Now I'm getting an email to say my balance is running low. But I still can't check my balance and I should have around £16 remaining from a recent top up on my old meter.



You’ve asked some good questions here, simonhunt91.

When a Pay as you go customer has smart meters installed, the engineer will note down any credit that’s left on their meters so OVO can refund this. This normally takes about 5 working days to add to the customers new PAYG+ account.

Once you’ve had your smart meters installed, you should be able to access your PAYG+ account within 24-48 hours (your login details will be emailed to you within this time). You’ll also be able to top up your meters with your new smart Pay as you go top up card as well, so please feel free to use this whilst your account is being set up.

Lucy
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ferreirex wrote:

The money I have to say I have Top-Up is in the new card, because I have a talk on the phone with your customer service and they tell me to top-up the card, and I have done that. But in my account on OVO just show the Top-up I have made in My Account.



It sounds like you’re a PAYG+ customer. With this, you can top up online, via the app, or with the one PAYG+ top up card linked with your account. Any top up made with that card will add credit to your account, which should be visible on My OVO and via the app. If it's not, we might not have the correct card for you.

I’d suggest sending a message to our social team via Facebook or Twitter, for them to check this. Alternatively, get in contact with our Care team directly: http://ovoener.gy/contact.

Best of luck,
Tim
Userlevel 1
Lucy_OVO wrote:

You’ve asked some good questions here, simonhunt91.

When a Pay as you go customer has smart meters installed, the engineer will note down any credit that’s left on their meters so OVO can refund this. This normally takes about 5 working days to add to the customers new PAYG+ account.

Once you’ve had your smart meters installed, you should be able to access your PAYG+ account within 24-48 hours (your login details will be emailed to you within this time). You’ll also be able to top up your meters with your new smart Pay as you go top up card as well, so please feel free to use this whilst your account is being set up.

I hope you don't mind but I've also updated the title of your topic so that it's more searchable for other users!

Lucy



Hi, it's been well over hours since the meters were installed and my account still is saying that the details can't be found, which means I still can't check my current balance or top up.
Userlevel 1
any idea how long it takes for ove to register my email details so I can log in. Ive been waiting for 3 days and I cant top up my electricity. Ive almost ran out now. cheesed off with ringing them up all the time. Im deaf and its a nightmare. none of my emails have been answered either. not good.
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simonhunt91 wrote:

Hi, it's been well over hours since the meters were installed and my account still is saying that the details can't be found, which means I still can't check my current balance or top up.



I think it’s best that we look into this for you, simonhunt91. Can you get in touch with our Social Team via Facebook or Twitter so that they’re able to look into this for you? You’ll just need to send them a private message (Facebook) or Direct Message (Twitter) with your name, DoB and OVO account number.

Lucy
Userlevel 1
kconnolly wrote:

any idea how long it takes for ove to register my email details so I can log in. Ive been waiting for 3 days and I cant top up my electricity. Ive almost ran out now. cheesed off with ringing them up all the time. Im deaf and its a nightmare. none of my emails have been answered either. not good.



You might get more luck on their facebook site. That seems to elicit a more prompt response!
kconnolly wrote:

any idea how long it takes for ove to register my email details so I can log in. Ive been waiting for 3 days and I cant top up my electricity. Ive almost ran out now. cheesed off with ringing them up all the time. Im deaf and its a nightmare. none of my emails have been answered either. not good.



Hi Kconnolly,

You should be able to log in around 34 hours after your smart meters were installed. It might be worth trying to set up an account here: https://my.ovoenergy.com/password/reset. If you’re still not having any luck, then as Mophead suggested, send a message over to our Social team via Facebook or Twitter, especially if you’re not able to call. They’ll also be able to look into why you’ve not had a reply to your emails.

Let us know how you get on!

Char
kconnolly wrote:

any idea how long it takes for ove to register my email details so I can log in. Ive been waiting for 3 days and I cant top up my electricity. Ive almost ran out now. cheesed off with ringing them up all the time. Im deaf and its a nightmare. none of my emails have been answered either. not good.



I have smart meters installed and have just moved back to OVO, when i go onto the OVO app it logs me in, but it just remains on a screen that says "Were getting your onboarding status"

I understand that i will be on credit mode as i am a returning customer, but how long does it take for me to be able to top up my usage on the app, as i dont want to have a bill.

Regards

Archie
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Hi

Thanks for all your help so far, Ovo dudes!

My smart meters have now been installed, and apparently my credit will be transferred in about 5 working days. I've been checking out the funky new display doohickey, and am a lil confused.

What's the difference between Credit Mode and Pre-pay Mode...?
It seems to be in Credit Mode. Is that correct for PAYG+? Or is it a kind of stop-gap until set-up is finished? Will the "Estimated bill" amount become a "Balance" when the credit comes through?

I probably just need to wait for it to sort itself out, but just want to make sure nothing's gone wrong! :)

Thanks
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PabloM wrote:

Hi

Thanks for all your help so far, Ovo dudes!

My smart meters have now been installed, and apparently my credit will be transferred in about 5 working days. I've been checking out the funky new display doohickey, and am a lil confused.

What's the difference between Credit Mode and Pre-pay Mode...?
It seems to be in Credit Mode. Is that correct for PAYG+? Or is it a kind of stop-gap until set-up is finished? Will the "Estimated bill" amount become a "Balance" when the credit comes through?

I probably just need to wait for it to sort itself out, but just want to make sure nothing's gone wrong! :)

Thanks



Your guess was right, PabloM! When a Pay as you go customer has PAYG+ smart meters installed, they are put into ‘Credit mode’ whilst their online account is set up. Essentially this just means that the meters are in non disconnect mode to avoid the customer from going off supply. Once your PAYG+ account has been set up, you’re meters will be taken out of ‘Credit mode’ and any usage during this time will be added onto your online account.

As the In Home Displays are sent to both our Pay as you go and Pay monthly customers, there will be some sections on there that won’t be applicable to both. As you’re a Pay as you go customer, please ignore the ‘Estimated bill’ section!

Any other questions? Fire away! We might get some other users who are able to share their experience on this too.

Lucy
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Lucy_OVO wrote:

Your guess was right, PabloM! When a Pay as you go customer has PAYG+ smart meters installed, they are put into ‘Credit mode’ whilst their online account is set up. Essentially this just means that the meters are in non disconnect mode to avoid the customer from going off supply. Once your PAYG+ account has been set up, you’re meters will be taken out of ‘Credit mode’ and any usage during this time will be added onto your online account.

As the In Home Displays are sent to both our Pay as you go and Pay monthly customers, there will be some sections on there that won’t be applicable to both. As you’re a Pay as you go customer, please ignore the ‘Estimated bill’ section!

Any other questions? Fire away! We might get some other users who are able to share their experience on this too.

Lucy



Thanks Lucy.

I had assumed that I'd be on Emergency Credit until my previous credit is transferred, so seeing "C" instead of "E" on the IHD was a little perplexing.

Thanks for clearing that up.

Oh..... Any idea what "Friendly Credit" (F) is..??
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archies wrote:

I have smart meters installed and have just moved back to OVO, when i go onto the OVO app it logs me in, but it just remains on a screen that says "Were getting your onboarding status"

I understand that i will be on credit mode as i am a returning customer, but how long does it take for me to be able to top up my usage on the app, as i dont want to have a bill.



Hi Archies,

I've moved your question to this topic, as it's a similar query that other users may benefit from seeing in one place. I hope that's OK.

If you’ve just moved back to us, we’ll need to set up a new online account for you. This would usually happen automatically, and you’d get sent your login details near your supply start date. As you’ve been with us previously, it might have thrown a spanner in the works. For us to check, drop our Social team a message via Facebook or Twitter, or contact our Care team directly: http://ovoener.gy/contactPAYG.

Tim
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PabloM wrote:

Thanks Lucy.

I had assumed that I'd be on Emergency Credit until my previous credit is transferred, so seeing "C" instead of "E" on the IHD was a little perplexing.

Thanks for clearing that up.

Oh..... Any idea what "Friendly Credit" (F) is..??



I can see why! Glad I was able to help you with that one though.

Friendly credit is the same as emergency credit but if you’re going to become a PAYG+ customer, you’ll have a 24 hour non disconnect period instead.

Lucy
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Hi all,

I've spotted a couple of new topics relating to what happens after the smart meter is fitted, so I've added them above. This will be useful for other users to have it all in one place!

Tim
I changed to ovo so that I could tip up from my phone and have a smart metre x
The engineer would. Of fit the new metres as the cover is damAged x
I cannot afford to buy new cupboards
Why wasn't I told about this in advance
I'm now left in limbo still having to top up at local shop
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