What should I do if my smart meter goes off supply?

If one of your smart meters goes off supply for any reason, it’s important to act fast to get it going again.

Urgent: start by switching off any appliances 

If your electricity has been disconnected, switch off all electrical appliances at their wall sockets. Otherwise they could be damaged by a power surge when the electricity comes back on.

If your gas meter is off supply, switch off your boiler, any gas fires you’re using and any rings on your hob, and your gas oven if you’re using it. Otherwise gas could escape when your meter starts working again if any fires or pilot lights are unlit.

What to do next

Once you’ve switched off your appliances, your next action depends on why your meter’s gone off supply. There are four possible reasons: 

  • It’s most likely to be because you’ve run out of credit – so you’ll need to top it up and reconnect it.
  • If there’s been a power cut, the red light on the meter will be off, and you simply need to reconnect the meter.
  • There may be an overload – if so, please follow the instructions further on in this article.
  • Or (but this is truly very unlikely) it might have developed a fault – if so, please let us know at once.

How do I know when I’m about to run out of credit?

That depends on whether you’re on Smart PAYG Standard or Smart PAYG+. 

If you’re on Smart PAYG Standard

When you’re about to run out of credit, your smart meter will give you plenty of warning. When your credit falls below £2, the red light on your In-Home Display (IHD) will come on.

OVO Energy IHD Low credit warning

If you don’t top it up very quickly, or activate your emergency credit, your smart meter will run out of credit and you’ll see this screen.

OVO Energy No emergency credit IHD screen

That means your supply has been disconnected and you’ll need to restart it. However, you can still access your emergency credit at this stage – just press 7 A B on the meter.

If you’re on Smart PAYG+

With Smart PAYG+,  you can set up alerts on your mobile to let you know when your credit’s getting low, and your screen will change colour according to how much credit you’ve got left. Green means you’re well in credit, but as the screen gradually changes to red, it means your credit’s getting lower. A black screen means you’ve definitely run out of credit.

smart payg+ app OVO Energy

If your supply has stopped but you know you’ve got plenty of credit

If the red light on your meter has gone out, there’s been a power cut, and you simply need to reconnect the meter.

If you think the power cut is still ongoing, and you want updates on what’s happening, please call 105 for the power cut helpline.

Once the power cut is over, just follow the instructions here to restart your meter/s and reinstate your energy supply.

If your supply has stopped but the red light is still on

Check to see whether the meter screen is showing ‘overload’. If it is, follow the instructions below.

If not, there may be something wrong with your smart meter and you need to contact us right away. 

Our friendly Bristol-based team will act fast to help you. Call us on 0800 358 3523 or on our landline number 01173 701 041 – we’re around Monday to Friday 8am – 8pm, and Saturday 9am – 5pm.

We’ll need to know your OVO energy account number, so please have it ready to tell us.

If your meter screen shows ‘overload’

  • Turn off all gas appliances.
  • Slowly turn off the isolation valve.
  • Slowly turn the isolation valve back on.
  • Reignite the gas appliances one at a time. 

You’ll need to press A, A again and then B to restart your meter. 

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