Skip to main content
J
Rank 1
Jennimill715
Rank 1
August 16, 2023
Solved

Will my meter run out if in credit mode during my switch?

  • August 16, 2023
  • 6 replies
  • 2931 views

I moved into my house 4 weeks ago. Signed up with British gas as that was the original supplier. Got my top up cards etc. Started using them, no problems. A week ago received a letter from them stating sorry your leaving us, now top up cards don't work. Called British gas, your with ovo. I'm confused but call ovo, wrong spelling of name and wrong date of birth on account. I cant top up my payg meter. Been on the phone and just keep getting transferred from one department to another as they cant deal with it. Web chat are useless. Moved back to British gas which is gonna take a few days. The only this is I got a message on my home screen telling me that my meter is is credit mode, but the balance on my meter keeps going down like its still in payg mode. I'm scared it runs out as getting no where with customer service. 😕 

Best answer by Abby_OVO

Updated on 05/08/25 by Emmanuelle_OVO:
 

 

 

Hey @Jennimill715 

 

Sorry to hear about the trouble you’ve been having.

 

Like Blastoise186 said, if the meter is in credit mode, the supply should stay on. Are you still on supply at the moment?

 

During the switch, your meter’s will be in a non-disconnect mode (this is the credit mode you’re in, to stop you going off supply during the switch), if everything goes well with the migration the credit will be re-applied to your meter’s.

 

Your non-disconnect mode will be removed and you can top up as normal! As you’re already switching back to British Gas, it may be that it stays in the credit mode until you’re back with British Gas, but this may depend on how long it takes for them to take back over.

 

If for any reason the supply does cut off, as well as calling 105, you can also call out Support Team during opening hours while you’re still with us, and you may be able to call British Gas when if the supply has returned to them if it cuts off a few days down the line - but you shouldn’t need to do this as the meter should stay on supply during the credit mode, until you’re able to top up again. 

 

6 replies

Blastoise186
Super User
Blastoise186Super User
Super User
August 16, 2023

Hi @Jennimill715 ,

If it’s in Credit Mode, the power will stay on. If your supply cuts out and topping up becomes impossible, call 105 and the DNO will try to help.

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!
    J
    Rank 1
    Jennimill715Author
    Rank 1
    August 16, 2023

    Thank you for replying. Fingers crossed.

      Abby_OVO
      Community Manager
      Abby_OVOSolved
      Community Manager
      August 17, 2023

      Updated on 05/08/25 by Emmanuelle_OVO:
       

       

       

      Hey @Jennimill715 

       

      Sorry to hear about the trouble you’ve been having.

       

      Like Blastoise186 said, if the meter is in credit mode, the supply should stay on. Are you still on supply at the moment?

       

      During the switch, your meter’s will be in a non-disconnect mode (this is the credit mode you’re in, to stop you going off supply during the switch), if everything goes well with the migration the credit will be re-applied to your meter’s.

       

      Your non-disconnect mode will be removed and you can top up as normal! As you’re already switching back to British Gas, it may be that it stays in the credit mode until you’re back with British Gas, but this may depend on how long it takes for them to take back over.

       

      If for any reason the supply does cut off, as well as calling 105, you can also call out Support Team during opening hours while you’re still with us, and you may be able to call British Gas when if the supply has returned to them if it cuts off a few days down the line - but you shouldn’t need to do this as the meter should stay on supply during the credit mode, until you’re able to top up again. 

       

      Currently Playing: She's Electric
        Jeffus
        Rank 20
        Jeffus
        Rank 20
        August 17, 2023

        Strange case @Jennimill715

        As you didn't initial ask for a transfer from British Gas to ovo this may be classed as an eronous transfer. Obviously difficult to know what happened. 

        There are certain rules, timecale targets and compensation payments around this. 

        You can find them in the FAQ section on this page on the ofgem website. 

        https://www.ofgem.gov.uk/switch-supplier-or-energy-tariff

        This includes the following, there are other timecales as well. 

        Property switched by mistake.

        £30 by new supplier

        Be interesting to ask ovo what happened and if a compensation payment is due. 

        Somewhat depends on how much time you want to spend on it. You may decide it is not worth investing the time

         

         

        J
        Rank 1
        Jennimill715Author
        Rank 1
        August 17, 2023

        I've no supply so they are sending out an engineer today, thankfully. 

        Re the transfer. According to British gas I was never actually supplied by them even though its who I signed up to and could use their top up cards. Its a weird one as received no account number or top up cards from OVO or any indication I was with them. I'll look into that. Thank you

        Abby_OVO
        Community Manager
        Abby_OVO
        Community Manager
        August 18, 2023

        Hey @Jennimill715 

         

        I’m sorry to hear about this.

         

        Did they get you back on supply yesterday?

        Currently Playing: She's Electric
        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