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Sam6555
Rank 1
April 8, 2022
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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 7, 2022

There’s not a huge difference between the two. The current versions of them are both SMETS2 and the latest hardware revisions of both now support Dual-Band Comms Hubs - which a certain Smart Meter Engineer friend of the forum absolutely loves because he’s able to get more than triple the distance out of them!

Realistically, the biggest difference is:

  • UniFlo: Uses a Diaphragm to measure gas usage
  • SciFlo: Uses Ultrasonics to measure gas usage

And not much else.

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!
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    November 7, 2022

    There’s not a huge difference between the two. The current versions of them are both SMETS2 and the latest hardware revisions of both now support Dual-Band Comms Hubs - which a certain Smart Meter Engineer friend of the forum absolutely loves because he’s able to get more than triple the distance out of them!

    Realistically, the biggest difference is:

    • UniFlo: Uses a Diaphragm to measure gas usage
    • SciFlo: Uses Ultrasonics to measure gas usage

    And not much else.

    No moving parts in the SciFlo. The inside of the meter itself is completely different to normal gas meters

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

    Well, as you can probably guess.. I'm certainly looking forward to this new Account Management Team to be rolled out 😂

    Its a shame I'm not already on it.. Because this is driving me around the bend and back again

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    November 7, 2022

    That too!

    In some ways, the UniFlo is best used to replace existing Diaphragm gas meters, while the SciFlo is best suited to replace existing Ultrasonic gas meters or cases where there’s plenty of space horizontally but not much space vertically.

    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
    November 7, 2022

    Well, as you can probably guess.. I'm certainly looking forward to this new Account Management Team to be rolled out 😂

    Its a shame I'm not already on it.. Because this is driving me around the bend and back again

    I can honestly promise you that it’s a HUGE upgrade and I really mean it. I’ve often managed to get through in under 30 seconds because I’m routed directly to my squad every time and they’ve gotten to know me very well. As a certain someone has found out a few times… :P

    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

    Gave the team a call this morning.. And they did confirm that I have been issued the Boost Top up card by mistake and advised me to put the card somewhere safe in case they ask for it back. And they did confirm my meters have not been moved over to prepayment ones.

    As for the gas meter communication issue.. They have cancelled the engineer that was also booked in error, the gas meter has now been re-registered onto the system and we need to wait a further 4 to 6 weeks to see if it will decide to have a chat with the electricity meter…  fingers crossed

      J
      Newcomer
      Jayneb
      Newcomer
      December 18, 2022

      I am on pay monthly and my gas meter is showing payg and now won't come back on saying I have no free credit help I am freezing in my house no gas since last night 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      December 18, 2022

      Hi @Jayneb ,

      Not much I can do on a Sunday I’m afraid. Please reach out to the Support Team in the morning via Live Chat https://help.ovoenergy.com . Do not phone in as you’ll get snarled up in huge Monday morning queues

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      J
      Newcomer
      Jayneb
      Newcomer
      December 18, 2022

      Why is there not help on a Sunday when it is minus  outside and even colder in my home 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      December 18, 2022

      Because just about all energy suppliers are closed on a Sunday. Doesn’t matter which one you’re with.

      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!
      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