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M
Rank 1
Manicheather
Rank 1
November 6, 2018
Solved

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

  • November 6, 2018
  • 45 replies
  • 6368 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
Best answer by Mw2870

Updated on 26/06/24 by Shads_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. 

 

As you already have a smart meter at the property, you’d be able to request a mode change from prepayment to Pay Monthly. You’d just need to contact our PAYG team to do so.

 

How to get in contact about my OVO Pay As You Go account

 

  • The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 9am to 5pm Monday to Friday and 8am to 2pm on Saturday.
  • Or call us on 0330 175 9669 during the same times.

 

If you’re with Boost

 

These threads should also be helpful:

 

 

 

 

 

 

 

45 replies

Mw2870
Newcomer
Mw2870Solved
Newcomer
November 6, 2018

Updated on 26/06/24 by Shads_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. 

 

As you already have a smart meter at the property, you’d be able to request a mode change from prepayment to Pay Monthly. You’d just need to contact our PAYG team to do so.

 

How to get in contact about my OVO Pay As You Go account

 

  • The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 9am to 5pm Monday to Friday and 8am to 2pm on Saturday.
  • Or call us on 0330 175 9669 during the same times.

 

If you’re with Boost

 

These threads should also be helpful:

 

 

 

 

 

 

 

    M
    Rank 1
    ManicheatherAuthor
    Rank 1
    November 7, 2018
    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.
    Mw2870
    Newcomer
    Mw2870
    Newcomer
    November 7, 2018
    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.
    Mw2870
    Newcomer
    Mw2870
    Newcomer
    November 7, 2018
    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!!!!
    Mw2870
    Newcomer
    Mw2870
    Newcomer
    November 7, 2018
    There is some more useful information here:
    https://www.moneysupermarket.com/gas-and-electricity/prepayment-meters/
    D
    Newcomer
    DaveJones1403
    Newcomer
    April 15, 2022

    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 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    April 15, 2022

    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.

    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!
      A
      Newcomer
      Azerith
      Newcomer
      July 12, 2022

      Hi, I joined OVO last month, 14th of june after recently moving into my new home. On one of the emails sent OVO stated they would start providing power to my new home from the 2nd of July. Up until today I have not been able to access most of my online profile, meter readings and what not due to the switch. I assumed that the reason no energy has been supplied is because of my profile and account not being finalized. But now that a direct debit payment has been made for the month, I have access to my online account and can see meter readings, usage there is still no electricity or gas being supplied to my new home. I phoned OVO today and raised the concern with them but from what was briefly muttered, OVO are supplying my new home and that they have not cut off the supply. Any help would be greatly appreciated. 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      July 12, 2022

      Hi @Azerith ,

      Just want to check, is the problem that you’ve got no gas or electricity coming into the property at all? If so, would you be OK to show us photos of both meters and everything near them please? I’d like to check a few things to see if I can help figure this one out.

      Thanks!

      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!
      A
      Newcomer
      Azerith
      Newcomer
      July 12, 2022

      @Blastoise186  There is electricity and gas being provided or should I say can be provided through the use of emergency credit but I do not have an account with the energy supplier who the old occupant used (I believe it was sse) as I applied for OVO almost immediately, and as I was not moving in straight away I wouldn't need the use of electricity/gas until I do move in. But now that payments have been made to OVO and them stating from the 2nd July electricity and gas would be provided I'm just unsure as to what's happening. I'll send a picture of both of the meters aswell just incase

      Show more replies
      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