Skip to main content
N
Rank 1
Nogasfreezing
Rank 1
January 8, 2025
Solved

Invalid gas key, disabled and left with no heating in -4 weather

  • January 8, 2025
  • 5 replies
  • 124 views

Given 8 digit code to set up gas card, followed steps to activate card in meter, card reading as invalid in shops. Tried with two separate cards, same result. No emergency credit due to needing to use it (OVO failed to send out gas card after asking for one on multiple occasions or inform us we could get one from shop for almost a month) it is currently -4, two disabled people in the house, no emergency line to call and the gas has now been cut off. What do I do? 

Best answer by Blastoise186

Hi ​@Nogasfreezing ,

Sorry to hear about that. Please ping OVO Support in the morning via Live Chat at https://ovoenergy.com/help or 0330 175 9669 and they’ll get you back up and running.

With that being said, I would urge you to upgrade to Smart Meters to prevent this issue from ever happening again, especially based on your circumstances. Likewise, you may want to consider if PAYG really is the right option for you - you may be better off on Pay Monthly instead.

I would also strongly recommend you check out the Priority Services Register as I think you qualify. I’ll drop a link below so you can find out more and how to get that set up:

https://www.ovoenergy.com/help/article/priority-services-register

The Forum Moderators have been notified of this thread. They will check on you in the morning no doubt.

5 replies

Blastoise186
Super User
Blastoise186Super UserSolved
Super User
January 8, 2025

Hi ​@Nogasfreezing ,

Sorry to hear about that. Please ping OVO Support in the morning via Live Chat at https://ovoenergy.com/help or 0330 175 9669 and they’ll get you back up and running.

With that being said, I would urge you to upgrade to Smart Meters to prevent this issue from ever happening again, especially based on your circumstances. Likewise, you may want to consider if PAYG really is the right option for you - you may be better off on Pay Monthly instead.

I would also strongly recommend you check out the Priority Services Register as I think you qualify. I’ll drop a link below so you can find out more and how to get that set up:

https://www.ovoenergy.com/help/article/priority-services-register

The Forum Moderators have been notified of this thread. They will check on you in the morning no doubt.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
N
Rank 1
NogasfreezingAuthor
Rank 1
January 8, 2025

Is the only option to really endure a house where we can literally see our breath until the morning? why is there no emergency line? No shade or anger towards you, just OVO in general. 
 

We’ve just moved in (hence the lack of a gas card) so haven’t been able to upgrade but I don’t see us staying with OVO after this. 

Blastoise186
Super User
Blastoise186Super User
Super User
January 8, 2025

Unfortunately it’s impossible to contact most suppliers at this time of night - OVO isn’t the only one that does it this way. And even if you could get through… There’d still be the matter of whether any engineers would be willing to get out of bed this late at night… Or the right shops being open...

Gas isn’t seen as “essential” unlike Electricity (complicated industry rules stuff), which is why the emergency options are - unfortunately - rather more limited...

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
Blastoise186
Super User
Blastoise186Super User
Super User
January 8, 2025

With that being said… I’m seriously considering pushing OVO to put something in place to cover these situations. I’ve seen them increasing in recent times and I’m not happy with the way the industry just brushes it off.

I will be discussing this with my OVO contacts at the next opportunity I get - which is later this month IIRC.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    January 9, 2025

    Hey ​@Nogasfreezing 

     

    I’m really sorry to hear about what’s been going on.

     

    Have you spoke with the Support Team this morning to sort this? All lines are now reopened so you should be able to get in touch with the team if you’ve not done so already.

     

    Blastoise raised a few good points and it would definitely be worth considering his advice.

     

    Hi ​@Nogasfreezing ,

    Sorry to hear about that. Please ping OVO Support in the morning via Live Chat at https://ovoenergy.com/help or 0330 175 9669 and they’ll get you back up and running.

    With that being said, I would urge you to upgrade to Smart Meters to prevent this issue from ever happening again, especially based on your circumstances. Likewise, you may want to consider if PAYG really is the right option for you - you may be better off on Pay Monthly instead.

    I would also strongly recommend you check out the Priority Services Register as I think you qualify. I’ll drop a link below so you can find out more and how to get that set up:

    https://www.ovoenergy.com/help/article/priority-services-register

    The Forum Moderators have been notified of this thread. They will check on you in the morning no doubt.

     

    Let us know how you’re getting on and if you’re still having any issues we’ll see what we can do further to help.

    Currently Playing: She's Electric
    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