I’m having trouble getting started with PAYG – can you help?

If you’ve signed up as a new OVO PAYG customer with a prepayment meter but something’s not working as it should, here’s what to do.

If you’re just joining us as a new OVO PAYG customer, we’ll do our best to make sure your switch happens as fast and seamlessly as possible. However, there can sometimes be a few teething problems to begin with, either with the switch itself or when you’re trying to get started with new systems or unfamiliar equipment. 

Here are some of the glitches our customers have asked us about, and our advice about how to deal with them.

Why has my previous energy supplier objected to my switch to OVO?

Unfortunately, we don’t know. We can’t get access to this information as it’s confidential between you and your previous supplier. However, the most usual reason for an energy company objecting to a switch is that you’re in debt to them, so you’ll need to look into this. 

Even if you think you’ve cleared everything, it might be that you’ve forgotten about some emergency credit or standing charges. We can’t act as a go-between – you’ll need to talk to your previous supplier yourself. The best thing is for you to call them and ask why they’ve raised an objection. Once you’ve sorted out the problem, we can start trying to take over your supply again. 

OVO started supplying my energy a couple of days ago, but my key/card hasn’t arrived yet. Should I be worried?

Not necessarily. Keys and cards should arrive two days after we start supplying your energy. Just keep using your old supplier's key or card until ours arrives. 

If after five days you still haven’t received your new electricity key or gas card, please get in touch with us right away so we can arrange to send you a new one.

The rates on my meter look wrong – why?

Remember, the rates on your meter include the 5% VAT we add to both your unit prices and your standing charge. Have you allowed for this?

You can find more about why you might be paying more than you expected here.

If you still think something’s wrong and that we’re charging you too much or too little, please get in touch and we’ll look into it for you.

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