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New home supplied by Boost but wish to change to Direct Debit, is this an option?

  • 6 November 2018
  • 7 replies
  • 2422 views

Hi there

I have just picked up the keys to my new house and the vendors advised me that the gas & electricity are both provided by OVO. A smart meter is installed and payment is by way of PAYG using separate top-up cards.

I am eager to change the payment method to Direct Debit.

How can I go about this? I can't find any details on the OVO website and an email to customer services has been met with a particularly unhelpful response suggesting that they can't offer any advice because my email address isn't registered with them.

Thanks
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Best answer by Mw2870 6 November 2018, 21:43

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7 replies

Userlevel 5

Updated on 12/05/22 by Jess_OVO

 

Welcome to the OVO online community and your new home!


Sorry to hear about the difficulties you’ve had when contacting our Support Team. Sounds like, as you’ve got prepayment meters installed already, your supply will currently be managed by Boost, the Pay-As-You-Go brand within OVO.

First things first, as you’ll need to set-up an account with Boost to cover your usage in the meantime, reach out to the Boost Support team on 0330 102 7517 or 0117 332 3728, lines are open between 8am - 8pm, Monday - Friday and 9am - 5pm on weekends. 
 

As Boost is the prepayment brand within OVO, a change to a pay monthly plan would require a transfer of your account to our pay monthly brand OVO Energy. This is an internal switch so can’t be requested on our Quote and Switch page or via price comparison sites and may require a change to your meters.

 

We’re changing the process for people who want to switch from a Pay-As-You-Go Boost account to a Pay Monthly account with OVO Energy. Previously, this was only possible for Boost customers with a medical dependency on electricity or gas, because we weren’t able to credit check internal switches. 

 

We’ve now set up a new process. This is on request only and you must meet certain criteria, including passing a manual credit check and setting up a Direct Debit as soon as your new Pay Monthly account goes live. In order to request the change speak to the Boost Support Team, who can explain the process and advise of any necessary changes to your meter.

 

Hope this helps. :thumbsup:

 

This evening I received an email from Robyn at Boost which completely contradicts the advice given by Mw2870.

She states "We currently can't swap meters between pay as you go and Direct Debit. The pay as you go meters are part of a sister company of OVO called Boost. As the two sides have been separated we can't change between the two modes unfortunately."

All I can say is that I'm not in the least bit impressed and am seriously considering a switch to another provider.
Userlevel 5
That is disappointing to hear @Manicheather. Especially given that article I linked to on OVOs website probably needs to reflect that they can’t do it, even though they say:
Can I apply to switch to a prepayment meter and Pay As You Go?
Yes, almost certainly.

Sounds like your options are to transfer to an energy company that can facilitate a swap, but it might involve a change of meters and maybe a charge?

I found this article on the boost forum which seems consistent with what you were told:
https://forum.boostpower.co.uk/my-account-my-boost-24/can-i-change-from-pay-as-you-go-payg-to-pay-monthly-paym-credit-45

It seems like seperating into two companies means they are unlikely to offer this in the future.
Userlevel 5
Just found this too:
https://forum.ovoenergy.com/i-m-joining-ovo-i-m-leaving-ovo-56/could-ovo-change-my-meters-from-prepayment-to-pay-monthly-1533

Seems like the official advise from OVO is to do it through a different supplier!!!!
Userlevel 5
There is some more useful information here:
https://www.moneysupermarket.com/gas-and-electricity/prepayment-meters/

As an existing boost prepayment customer, is it possible to switch over to ovo energy credit meter? I know we will need work done on our meter, but with prices coming in averaging over £200 per month, we need to look into this asap. Thanks 

Userlevel 7
Badge +1

Hey @DaveJones1403 !

Sure thing, this is indeed something that can be done. You’ll need to have a chat with Boost Customer Service and they can explore the options with you. If you decide to go ahead from there, they’ll make the arrangements to switch your account over.

If you do switch, the meters will likely be replaced with smart meters, which will make things easier in the future.

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