I've had an unsolicited letter today (9/1/26) from Engage saying that my meter may not be working properly. Now I did have an old pay as you go key meter until June 2025, and it did stop working. OVO sent a letter. BUT I had a smart meter fitted later that month and since then apart from the signal dropping out occasionally (it always comes back) it's working fine. I've just topped up online via the website to check and the money went on straight away according to the hub. If there was an issue with the meter then surely the hub wouldn't register the payment, as the hub talks to the meter, not my bank card! All payments since June have gone through automatically including the £150 warm home discount. Everything is working fine! Is this just Engage having received an outdated list of old meter owners from OVO? I don't need this stress as I'm autistic and will overthink this massively.
Letter from Engage saying that my meter may not be working properly?
Best answer by Ben_OVO
Updated on 28/01/26 by Ben_OVO
Good morning
Thanks for your post and, most importantly, please don’t be alarmed about the contact from Engage. It could be that they have incorrect information, or that somewhere wires have been crossed. I should be able to reach out to a colleague who deals with Engage to see what’s going on. I’ve sent you a private message - please get back to me when you can.
Also, with regards to having autism, I’d recommend signing up to the Priority Services Register if you haven’t already. This is a free service with numerous benefits, the main one being that the Grid will look to get your property back on supply with priority, should there be a power outage in your area. You can find out more, and sign up here: https://www.ovoenergy.com/register-for-priority-services.
Cheers!
If you’ve received correspondence from Engage Services, our Support Team should be able to provide more information.
+4Updated on 28/01/26 by Ben_OVO
Good morning
Thanks for your post and, most importantly, please don’t be alarmed about the contact from Engage. It could be that they have incorrect information, or that somewhere wires have been crossed. I should be able to reach out to a colleague who deals with Engage to see what’s going on. I’ve sent you a private message - please get back to me when you can.
Also, with regards to having autism, I’d recommend signing up to the Priority Services Register if you haven’t already. This is a free service with numerous benefits, the main one being that the Grid will look to get your property back on supply with priority, should there be a power outage in your area. You can find out more, and sign up here: https://www.ovoenergy.com/register-for-priority-services.
Cheers!
If you’ve received correspondence from Engage Services, our Support Team should be able to provide more information.
Hi Ben, I forgot to update this, I have since phoned the Pay As You Go line and spoke with a very helpful person who ran a remote diagnostic test and couldn't see any issues. But for my peace of mind, someone from Field Force (one of your contractor agencies) is coming to double check the smart meter on the 21st of January. The person I spoke to said it could just be a case of Engage having outdated information. But IF there's an issue, then it is all in hand hopefully. Thanks for getting back to me though.
And yes, I am on the priority register. First thing I did when I had the smart meter fitted last year and discovered I was eligible!
+4
Feel free to come back and ask any further questions at any time; we’ve got a really helpful community here.
+4Morning
Thanks so much for the update - I’m happy to hear that there was nothing to worry about here. I’m sorry for the concern caused by Engage, and I’ll report this internally.
Take care 😁.
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