Skip to main content
Rank 1
jana.mux
Rank 1
Nov 11, 2026 10:44 AM UTC
Question

How to top up a new PAYG electricity smart meter? No instructions left after installation!

Hi, I had an electricity smart meter installed yesterday, and was left with no instructions on how to top it up (I’m on a PAYG tarif). Can someone explain? I downloaded the app, no payment or top up options are shown. Online, it still thinks I have a traditional meter and doesn’t allow me to top up. 

I’ve been trying to call OVO but their phone lines just hang up, and have tried online chat several times during their opening hours and it just says “chat is unavailable”. There’s just no way to get in contact with anyone. What an awful experience.

3 replies

Rank 12
Bendog
Rank 12
Nov 12, 2026 6:00 AM UTC

Do you use Facebook? I always contact OVO using the Messenger function on their Facebook page.

Abby_OVO
Community Manager
Abby_OVO
Community Manager
Nov 12, 2026 10:02 AM UTC

Hey ​@jana.mux 

 

Sorry to hear about this. 

 

As this was newly installed, it will be in Pay Monthly mode while we wait for the meter details to be updated on the National Database and our system. This can take up to six weeks, but the meter won’t go off in the meantime. Once the meter details have been updated on the database and therefore our system, the meter will then be switched over to Pay As You Go and you’ll be able to top-up online. 

 

I’m sorry this wasn’t explained by the engineer or our agents when the exchange was booked. 

 

If you have any further issues or questions, do let us know. 

 

There’s a slightly similar topic on this which I’ve linked to below:

 

Currently Playing: She's Electric
Rank 1
jana.muxAuthor
Rank 1
Nov 12, 2026 10:14 AM UTC

Thank you. Would be good to know also why your phone lines just hang up and your online chat is permanently closed?

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