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November 6, 2018
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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

Blastoise186
Super User
Super User
February 14, 2024

The easiest fix is to have the electric meter swapped for S2 first - that may allow OVO to get the gas working on the same comms hub.

Otherwise, it’ll have to be a hot shoe method. Worth mentioning that this whole process might be a bit easier if you’re willing to move one of the supplies over so that both are with the same supplier. Up to you though

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!
Newcomer
February 14, 2024

This is what the SMETS1 electricity meter (provided by Scottish Power) looks like.


The Gas Engineer that I had over last week said that she can’t put some sort of a clamp in because the ports are blocked?

 

Just spoke to Scottish Power as well and they refused to upgrade their SMETS1 meter because it is sending data correctly to their systems.

 

Because I’m technically a PAYGO customer with OVO and the meter / account is stuck in “credit” (?) mode and have outstanding balance that I can’t pay (OVO aren’t allowing me to pay off this in any way) as a result I can’t switch my gas over to another supplier.


If I was to switch electricity to OVO from SP, what are the chances OVO would upgrade the SMETS1 electricity meter to a SMETS2? Would that then resolve all of my issues? Is it guaranteed that upgrading the SMETS1 to a 2 would resolve the issue?

Newcomer
February 14, 2024

For completeness’ sake - here’s a picture of the SMETS2 gas meter (supplied by OVO energy):

 

 

Blastoise186
Super User
Super User
February 14, 2024

Probably, but please bear with me. I need to ask backstage.

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!
Emmanuelle_OVO
Retired Moderator
Retired Moderator
February 15, 2024

Just spoke to Scottish Power as well and they refused to upgrade their SMETS1 meter because it is sending data correctly to their systems.

 

Because I’m technically a PAYGO customer with OVO and the meter / account is stuck in “credit” (?) mode and have outstanding balance that I can’t pay (OVO aren’t allowing me to pay off this in any way) as a result I can’t switch my gas over to another supplier.


If I was to switch electricity to OVO from SP, what are the chances OVO would upgrade the SMETS1 electricity meter to a SMETS2? Would that then resolve all of my issues? Is it guaranteed that upgrading the SMETS1 to a 2 would resolve the issue?

 

I think if Scottish Power won’t replace the meter as it’s in communications, the best option might be to switch to OVO. If the meters aren’t communicating with each other OVO will replace the SMETS1 meter @d0notdisturb. When you have communicating meters, the support team will be able to remotely change the meter to pay monthly. 

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