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Hi,

I had £11 on my meter an hour ago. Then I boiled water on the electric stove and used my laptop in the study. No other appliance was on.

Now I have £0 and I’m on emergency credit!

This does not appear to be normal. Why did it happen? Is the meter faulty or am I missing something?

Please help.

Ray

Please show photos of the meter.

Please see below:

 

 

 

 

 

Hmmm… Try calling 0330 175 9669 for this.

I was told that weekend usage (Fri-Sun) was taken out from the credit on Monday (becuase credits are not touched over the weekend -  I was not aware of this)

But the drop in credit today still seemed a bit high to him so the very kind person talking to me over the line added a £10 complimentary credit to my account. Happy !

He is also checking the usage logs - if anything suspicious shows up, a new meter could be installed. 

Thanks Ovo! Good for now... 

Hey @ssray23,

 

Sorry for the issues you’re having,

 

Could it be that there was a back screen debt that was owed? 

 

Your electricity meter has a ‘fail safe’ mode.

 

Fail safe mode stops your meter from switching off during the night. This means you have a constant supply of electricity even if there’s not enough credit on the meter. You may have also heard this referred to as “non disconnect”. But, you’ll still need a small amount of credit on the meter for the fail safe mode to kick in. 

Fail safe mode starts at 8pm and ends at 9am the following morning. For example, if you were due to run out of credit on a Saturday night but still have some credit on the meter before 8pm, you won't go off supply until Monday morning after 9am.  


How do I know how much electricity I’ve used while I’ve been in fail safe mode? 


Any electricity used during fail safe mode will show as debt the following morning. You’ll be able to see the amount showing on the meter, and the word “debt” in small writing above it. With the key in the meter you can also tap the blue button to get to display B. This will show the amount in whole pounds, for example, £3.50 debt would show as B £4.

 

Support should be able to give you a clearer picture of what may have happened here. 

 

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

 

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