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Sam6555
Rank 1
April 8, 2022
Solved

Why has my OVO account been transferred from pay monthly to pay as you go?

  • April 8, 2022
  • 32 replies
  • 1410 views

Hi, recently my gas/electric has been swapped over to Boost/PAYG tarriff without any notification. Now whenever I try calling Ovo my call gets instantly forwarded to Boost, and my e-mails also get rejected (Your message wasn't delivered because the recipient's email provider rejected it.) So I’m unable to contact Ovo to sort this out. Feels like they’ve swapped me over and blocked me from being able to contact them.

 

I don’t really know what I should do about this, I feel utterly helpless to resolve this, currently on the phone and are going to ask Boost to put me through to Ovo, but I’ve no idea if they’ll even do that. gonna be a nice couple 25 minute waits.

Best answer by Jess_OVO

Updated on 24/07/25 by Emmanuelle_OVO:
​​​​​​

I’m so sorry to hear of the difficulty you’ve had when trying to reach the team recently, @Sam6555.

 

Just to provide a bit of context here, a switch from a Pay Monthly account with OVO to a Pay-As-You-Go account usually only happens as a last-resort part of our collections process. This change should should be well-notified ahead of time. If you’re not sure why the change was needed for your account this is best discussed with the OVO collections team who can be reached on 0800 0699 831 (lines are open Monday - Friday, 8am - 6pm and 9am - 2pm on Saturdays).

 

I hope this helps.
 

 If you’re a pay as you go customer who’s vulnerable or relies on your supply for mains powered electrical equipment (supply critical customers) & we’ve been trying to reach you it may be because you’ve not topped up in a while & might be without power. If we aren’t able to get in touch we will send a visitor (after 72 hours of being off supply) to check in and talk about how we can help. 

​​​​​​

 

We also want you to know that if you can’t afford to top up, we’re here to help. Don’t worry
if this doesn’t apply to you – we just want to make sure that anyone who needs support gets it quickly.

These topics may be helpful: 
 

Quick hints and tricks to see if you can get back on supply yourself! - Is my gas supply actually off? & Is my electricity supply actually off?

 

Click on the link for Pay As You Go Smart Meter off supply?

 

Pay As You Go Smart Meter with top up issues?

 

Need financial support or questions about your debt balance? Get advice here


Need extra support with your bills? These topics might be helpful: 
 

 
Also you can see our page on payment support here.
 

 

32 replies

Show previous replies
Blastoise186
Super User
Blastoise186Super User
Super User
November 6, 2022

Please contact the Support Team directly about this one. https://help.ovoenergy.com .

I’m afraid we can’t access your account from here as forum volunteers.

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!
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Rank 2
Brett-m
Rank 2
November 6, 2022

Please contact the Support Team directly about this one. https://help.ovoenergy.com .

I’m afraid we can’t access your account from here as forum volunteers.

Okay… ill give them a call first thing tomorrow morning.

 

Thank you

juliamc
Rank 20
juliamc
Rank 20
November 6, 2022

Be prepared for a wait as Mondays are always busy on the phone lines.

B
Rank 2
Brett-m
Rank 2
November 6, 2022

Yeah its fine… ive just spent the best part of the last 3 years on the phone to them.

The overall incompetence of OVO as a company is SOOOO bad… i really honestly have no idea how they are still trading.

Blastoise186
Super User
Blastoise186Super User
Super User
November 6, 2022

Live Chat is a LOT faster. :)

https://help.ovoenergy.com .

Things are also about to become much better for you. Just wait for the Account Management Team to take on your account and you’ll notice a massive improvement.

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!
juliamc
Rank 20
juliamc
Rank 20
November 6, 2022

There are loads of happy customers who don’t have problems !! I’m one of them…

Blastoise186
Super User
Blastoise186Super User
Super User
November 6, 2022

I’m also happy with OVO as well, very happy in fact - and far more than I ever was with SSE!

Admittedly, yes. My account has had problems, but that’s mostly due to very unique circumstances that hardly anyone else is ever likely to encounter - and those circumstances have allowed OVO to improve their systems to prevent a repeat too.

The other problems I have, aren’t so much problems but just the fact I’m really good at smashing stuff to pieces - which actually benefits OVO as they effectively get free QA Testing out of me, and benefits me because it’s free bug hunting experience.

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    Rank 2
    Brett-m
    Rank 2
    November 7, 2022

    I guess I've just been one of the unlucky ones.

    It took 2 years to get a faulty smets1 gas meter replaced. The SMSL engineer submitted a report 4 times saying I needed to have a dual fuel meter upgrade, but 4 times ovo booked the job out as exchange smets1 gas meter for like for like. So 4 times SMSL had to abort the job. Then SMSL failed to show up to my house 7 TIMES! in a row due to ovo not actually booking the job out. Which I received £30 compensation per meter. So 11 times I received £60 compensation! Yes its nice.. But it's a bit of a pain in bottom waiting in all morning for no reason. Then when they eventually got the job booked out correctly I was upgraded to both brand new SMETS2 metres the gas meter still does does not communicate with the electricity meter.. No HAN. And now ovo are saying the gas was showing as deregistered and removed. Needed to supply photos of my meters to prove they actually do in fact exist. Now I've got to wait 47 days for it to be registered back onto the system. They've also booked out an SMSL engineer to come out on 1st December (who might not even turn up because I haven't received a confirmation email and it's been over 2 weeks since they supposedly booked it) who will arrive to do a job that I don't even know what the job is.. 3 weeks before the 47 days for the meters to be registered onto the system has even expired.

    In the mean time I've now received a Boost Energy top up card that I didn't even ask for.. I've never even heard of Boost Energy!!

    How much of a mess can this be? How difficult can it be to get a smart meter to talk to another smart meter that's less than 100cm apart? The electricity meter does have WAN and is communicating with the network beautifully..

    I've included a photo of my meters if anyone's interested.  Communication problems are deffo not to do with the location and I clearly don't have top up meters!

    What's this new Account Management Team you mentioned?

     

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      November 7, 2022

      It looks to me as if those meters are clearly close enough. If someone’s already investigating the issue, you’ll probably just need to wait for that to complete. Rather curious that a Flonidan SciFlo was fitted instead of a Flonidan UniFlo mind you...

      The Account Management Team is a new service OVO is currently rolling out. If you don’t already have it yet, you will soon, possibly by the end of the year but most likely by the end of March at the latest. They take responsibility for dealing with basically everything on your account and try to be pro-active where possible. If they notice a problem for example, they’ll try to get it resolved before you even notice it yourself.

      They’re part of the Support Team and it’s ultimately what the entire Support Team is being converted into. I was part of the earliest trials and have had it right from the start. Trust me, it’s a massive upgrade over the regular stuff.

      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!
      B
      Rank 2
      Brett-m
      Rank 2
      November 7, 2022

      What's the difference between the ScoFlo amd the Uniflo?

      When I mentioned that I'd ever seen a gas meter like that before the SMSL guy said it was the super duper brand new version.

      Show more replies
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      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