Good afternoon @Anodine ,

I’m afraid you’ve made a few mistakes there. Please allow me to fill those in.

The OVO Top-Up and Boost Top-Up apps are essentially the same - they run on the same upstream platform operated by Paypoint.

The IHD is NOT linked to the app, ever. The app pulls data directly from the meters via OVO’s billing systems.

You’re probably still migrating - try giving it a few more days. Otherwise, call 0330 175 9669.

Hey @Anodine, 

Our volunteer @Blastoise186 has offered some great advice so far. The old Boost app and OVO Top-up app ran on the same platform with different branding and, therefore, should, in theory, operate the same way. Have you seen any changes over the last few days, or are you still seeing issues? You can call the number above, and our Care Team can look at the account with you and make sure everything’s working as it should.

You might also find this article helpful: 

Keep us updated 

Yes. I know that after 20 years in IT. Pretty sure I'd noand at @Blastoise186 it's been like that for months. Please don't take me for a run of the mill idiot. The meters do not work. End of story. Feel free to argue. But we both know it's a *removed by mod* thing. Look around.  How many people have trouble with them?

Wow. Ok. 

Apparently not allowed to say something not nice... I see you now

I see you. And your company 

Only a Forum Volunteer can bypass AutoMod. There are valid reasons for us having that power - it basically just reduces the workload for the Forum Moderators so they don't have to constantly approve stuff that's going to be allowed anyway.

Just about all the supplier top-up apps currently run on the Paypoint platform. Long story short, it's to do with a now defunct exclusivity clause in the contracts.

Hey @Anodine,

Due to the language you expressed the system had set your message aside for us to review before posting and is a common thing. Please remember that we have house rules on the Forum which i’ll link below:

You can find out more about our house rules here:

https://forum.ovoenergy.com/ovo-newbies-153/ovo-forum-community-guidelines-and-house-rules-7846

Our Customer Terms of use can be found here:

https://www.ovoenergy.com/terms/customer-forum-terms-of-use

I know you’re frustrated at the situation but our volunteers are only trying to help and offer advice. Have you been able to speak with a member of our Support Team? 

Hey there! A little about me I've been in IT for 25 years, starting at 3 years old. I hold an HND Level 5 in IT and I also have experience as a SysAdmin and in cybersecurity. It's important to maintain respect in our exchanges as I have zero tolerance for abuse.

Regarding Smart Meters, over 32.5 million are active, and about 98% are functioning perfectly. Negative stories don't tell the whole truth. As a SysAdmin, troubleshooting is part of my role to ensure everything runs smoothly.

Today, I discovered an internet outage due to a DSL issue, but I swiftly switched to my backup WAN2 connection. I've reported the fault to my ISP and Openreach, and they'll investigate tomorrow. The fault seems isolated to my area.

I'm willing to help you and support where I can but if you continue to treat me like you have then I'll withdraw my offer of support.

Apologies for the language. Im just incredibly frustrated.

The web portal wont allow me to top up either, so my only other recourse is the topup cards. But seeing 2 out of 3 fail to work right now, im not holding my breath. 

It’s a bit sad that that unhelpful screen still hasn’t been updated after a year to fill in the gap after “… contact us on .“ There are so many phone numbers floating around these forums; it would be really useful if the right one were put on that screen. 

That said, there are lots of steps to try taking in the event of a top-up failure: they’re very clearly laid out in the detailed article Chris referred to. It would be a good idea to exhaust them before pestering an overworked support team.

Tried the topup cards at a pay zone. Also failed.

Guess it's time to get on the phone

It's just super annoying that I now have money stuck in limbo till the 30th because of all the failures. And yes I know the wait is largely due to the banks and their refund policy, but end of the day, its down to ovo to make sure their systems work properly so these kinds of situations don't occur.

I cannot afford any more limbo situations because any money I now attempt to put into the meters means less money for food. And I'm already on the breadline.

What I can't understand is as you say, the boost and ovo apps are largely similar, same framework but skinned differently, why the boost app just worked and the ovo one doesn't. Although having tried every other avenue to topup I suspect its more something to do with the boost to ovo migration itself than anything else.

Long story short, the migration is technically considered a Change of Supplier, so it has to run through the entire Change of Supplier process. It can’t just be redirected or have references updated - everything has to be lifted and shifted just as if you’d switched manually.

If you need it, OVO can issue you with some Additional Support Credit to keep you going for now. It’s usually around £50 a time and needs to be repaid later, but it may help in the short-term.

So, basically,  ovo shut down boost and its associated ways to topup, before they completed the migration, leaving customers like me absolutely no way to topup.

Genius.

That would never happen. There’s always ways to top-up.

I've tried the ovo app, the Web portal, and the swipe cards. They all fail. Are their other ways?

Yes - 0330 175 9669.

Yeah, I was going to phone them today. Obviously a little sub optimal.  But I guess it's the only way at this point. 

I’m so sorry for the experience you’ve had @Anodine, please keep us posted with how you get on. 

Spoke to a lovely member of your CS team who informed me I should of received new account numbers/topup cards in February, which I didn't for some reason, but anyhoo, added the new numbers to the app and it appears to be fine. They'll be sending me the relevant new topup cards etc in the post.

Not tried to topup as yet but the apps displaying the correct balance for both gas and electricity so I'm hopeful everything is good. 

Thanks for the input everyone 

I’m so glad to hear this has now been resolved for you. Pop back if you have any future questions 

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