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N
Rank 2
notsosmart
Rank 2
March 10, 2025
Solved

Switched to PAYG by mistake. Hours spent trying to switch back! - NO SUCCESS!

  • March 10, 2025
  • 29 replies
  • 485 views

I’ve recently had a electricity smart meter installed and within the first day it was switched from Pay Monthly to Prepay Mode with no authorisation from me.  I mentioned to the installer that OVO had recently sent me a “top up” card, and I had contacted them, and they agreed this was a mistake. 

The installer showed me that the meter was in “Credit Mode” but did warn me he had had other customers that had been put into “Prepay mode” without their consent. 

As mentioned, after a day, I have ended up in PrePay Mode, running out of emergency credit. After nearly 6 hours of web chat they have tried switching me to Credit mode twice, giving me codes to type in to the meter to add credit (but all come back with CRC Error). It’s been ridiculous.

What are my legal rights in this? I have no faith they will be able to restore it to credit mode, I have no faith it will STAY in that mode either! I want to go back to a traditional meter with the stress this has caused. If my meter finally “runs out” tomorrow and I am cut off I will also lose earnings as my work is from home. 

Has anyone else had a similar problem?

Best answer by Lukepeniket_OVO

​@Emmanuelle_OVO I'm on it. Priority has been called a mode change has been actioned and the advisor is going to tell me when it's done 🫶 usually pretty quickly so I'll keep an eye ​@notsosmart if it's not completed by 1400 I'll organise an emergency appointment as I don't want you going off supply.

 

Has your IHD changed at all I.e. no longer showing a credit amount rather an amount used so far today? A photo would be good :-) 😀 

29 replies

A
Anonymous
March 10, 2025

If they don’t sort it our soon, just call another supplier and switch. New suppliers (not just energy) tend to be a lot more proactive in sorting out problems as they are winning new business.

N
Rank 2
notsosmartAuthor
Rank 2
March 10, 2025

I’m in a fixed contract for circa 8 months. I wonder if there is an exit clause for me if fault on their side?

Blastoise186
Super User
Blastoise186Super User
Super User
March 10, 2025

I’m afraid a downgrade to Traditional Meters won’t be possible - once the upgrade is done, there’s no going back.

I’d suggest reviewing your options at https://ovoenergy.com/feedback which is the best way to handle this. Punching codes into the Meter will NOT do anything to get you back on PAYM. Worth noting that technically, legal action and exit clauses probably aren’t the right move here - the Complaints Process is a lot faster and arguably cheaper.

​@Lukepeniket_OVO if you’ve got a sec, got some magic for this?

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!
L
OVO Staff
Lukepeniket_OVO
OVO Engineer
March 11, 2025

Morning!! ​@notsosmart please direct message me some details please preferably an account number so I can chase and get this back to PayM!!!

OVO Operations Excellence Manager and Former Field Operations Team Leader
    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    March 11, 2025

    Hey ​@notsosmart 

    It sounds like your meter mode has been changed in error. I’m really sorry, it sounds very frustrating.

    Please contact the support team & they’ll be able to change your meter mode back remotely. 
     

     

    Renewable Energy? Big Fan.
    L
    OVO Staff
    Lukepeniket_OVOSolved
    OVO Engineer
    March 11, 2025

    ​@Emmanuelle_OVO I'm on it. Priority has been called a mode change has been actioned and the advisor is going to tell me when it's done 🫶 usually pretty quickly so I'll keep an eye ​@notsosmart if it's not completed by 1400 I'll organise an emergency appointment as I don't want you going off supply.

     

    Has your IHD changed at all I.e. no longer showing a credit amount rather an amount used so far today? A photo would be good :-) 😀 

    OVO Operations Excellence Manager and Former Field Operations Team Leader
      N
      Rank 2
      notsosmartAuthor
      Rank 2
      March 11, 2025

      My meter as at 11:07am 11/03/25!

      There have been 3 attempts so far to change it to Credit remotely not including your attempt. Non have worked.

      I have been denied an emergency appointment from someone in PAYG team as I am still on supply. 

      Well £2 left and then I’ll be off. The whole thing is fascicle.

       

      Thanks for trying to help!

      N
      Rank 2
      notsosmartAuthor
      Rank 2
      March 11, 2025

      Does the particulars of the meter make any difference to the commands sent to it? 

      This is a 3-phase meter, I am wondering if that has any bearing on the attempted updates.
       

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      March 11, 2025

      Three-Phase wouldn’t be relevant.

      Luke is on the case - he will get this resolved for you.

      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 2
        notsosmartAuthor
        Rank 2
        March 11, 2025

        a mode change has been actioned and the advisor is going to tell me when it's done 

         

        every attempt so far I’ve been left “Pending”. 

        or as the last advisor worded it:
         

        Nomfundo in PAYG Team 10/03/25 15:16
        The mode change has failed again.
        A payment mode change failed
        A recent mode change was not successfully applied to this meter.

        Show more replies
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