I moved into a new property in June that had PAYG Boost meters. An OVO engineer swapped these to credit/smart meters on the 1st August. I’ve not been set up an account yet and wondered how long it will take? The 3 people I’ve spoken to have not been able to help.
I used to have an OVO account at my old property and wondered if that was hindering the process.
I just want to get the billing set up, so I don’t end up with a huge bill after a few months of not paying.
Best answer by Tim_OVOView original
@willp2003 and thanks for flagging this to us. It’s an interesting one, as it’s not clear where in the journey the hold up is.
My advice would be to start with Boost Power. Could you drop them an message on their online chat (found on the bottom right corner of their homepage), to ask if the account has been closed and if there’s any notes to indicate an issue or delay?
If they say the account has indeed been sent to OVO and is no longer a prepayment account with Boost, we’ll need to get this looked into with OVO’s support team. Ideally you would have an online account for you to pay a Direct Debit in every month, building up a credit until everything is set up and billed. So I’m keen to help you make sure this happens.
Hi, I called Boost yesterday, they said the meters had been swapped so that was all they could do. Spoke to 3 people at OVO and the last response was to just wait a few more days. Will try Boost again though
Boost have re-ordered the account transfer so will see what happens
I would like to switch my pay as you go to a smart meter please, Can l do that?
@Sampson Boampong !
Sure thing. If you’re with Boost, get in touch with their Support Team and they can help you set that up. Likewise, you’ll need to talk to SSE if you’re currently with them,
If you’re with OVO, it’s https://smart-booking.ovoenergy.com .
I've moved into a new house and the energy provider was OVO/Boost. We were on pay as you go and they needed us to stay on pay as you go for 30 days to monitor our usage. We did and submitted a request for a contract and to pay monthly. After a million calls and dealing with incompetence constantly they created a contract on Thursday. Since then, smart meter automatically applied emergency credit (even though we had topped up enough before) and the credit is now running out. I've received emails to say we don't have to top up anymore. I fear that our gas supply will be cut off in a few hours. I've been on hold with them for over an hour. Has anyone else had this issue? What is the solution?
Please give Boost a call again. They can get you back up and running in the meantime.
Hi, I chose to move from dd to prepayment on 28th April with a current balance of £65. After the change, the balance never appeared. Instead it said £23 by the hour until, approx, a week latwrit was £30. Then it returned to £0. It is currently rising and is at £2.49.
I called last week. The ovo op said she saw £61 Balance in her system and it would be added. I asked her to make a note for proof in case it disappeared but she never did.
I have been paased from dept to dept so many times, constantly left in hold, cut off. I'm really disappointed and wish I stayed in dd.
Also just to add, I just taller to someone who said my account is still dd. However I received my 19 digit top up number already (which she says I haven't?) and she wanted to make a new one - then she passed me on…
Am left listening to motown once again. So many hours....
Really sorry to hear this,
As far as I’m aware with Pay As You Go the credit would get added on manually, not automictically. So it may be it’s been raised to the right team but not processed yet. I’d advise contacting Support back to chase this up:
How to get in contact about my OVO Pay As You Go account
If you’re with Boost
Thank you for replying
I have been in London all day, so will call support tmrw. I have to mention that I've talked to support a few times now and each time they pass me on to the payg dept or others. As mentioned above, support told me she read my balance on her system as £61.i asked her to make a note of it in case it disappeared. She told me that was not necessary. Then when I called yesterday I was told they read my balance as £14. After being passed on, a other said its not possible to read my balance. The first op said the only way for my balance to be restored was to be at my smart meter as "You have to do things to it."
I'd also mention that I got an email from ovo saying that because they'd made a mistake with my EPG in October, my account would be credited plus the extra £31. An op said it had been added which totalled a current balance of £14?Ovo also said they'd credit the £31 to my bank account, but they don't have my bank details as they told me to cancel my dd.
There appears to be no communication between departments. I even have WhatsApp comms which are basically the same: waiting hours, being passed on…
Can anyone see how ridiculous this is. I find it quite incomprehensible.
I'll try ovo support tmrw and update this post of necessary.
Yes if you could update the post that would be great, it might help other customers in future.
Sorry for the issues you’ve had, it’s worth mentioning that all calls are recorded so if you need one pulled for reference that’s something customer services can do.
After another morning of going from rep to rep I finally found one who found my balance and made a note on the system of it.
Requested to be put back to pay monthly. They've taken my direct debit. Now it's just a waiting game.
I'm very unhappy that I can't be payg, especially as the energy companies were at one point encouraing people onto it.
Sorry to hear this,
Did they give a reason as to why you can’t switch to pay as you go?
My meter wouldn't switch over to payg. No one would say why. They simply left me on hold, then hung up or said its not their department to deal with it.
I've since asked to be changed back to pay monthly and have given my direct debit details but still can't log in. It says I'm on payg.
I've seen this before - distant call centres half way across the world with no accountability. There was none of this with SSE. I'll leave in July when the new tariffs are announced 🤷♂️
*a rep said my meter is on credit mode
Credit mode is pay monthly, so it may be they’ve already started the process of changing your meters back to pay monthly. I know for electricity the meter mode can be changed almost instantly from pay as you go to pay monthly and vice versa. With gas, it can take a little longer but usually around 4 hours.
When we’re unable to change a customer from pay monthly to pay as you go or vice versa. It’s mostly due to tech issues like a faulty meter or if they dispute any debt balance as that will need resolving before we can change the account. It might be worth enquiring as to whether there are any account issues?
You should be able to set up a new Online Account once the account is changed to pay monthly. If you head to the Online Account page and select ‘First Time Logging In’. This Tutorial might be helpful: