There’s a problem with my prepayment meter – what can I do?

If you think your meter might not be working correctly, for whatever reason, please get in touch with us as soon as possible.

I think my meter might be faulty – what should I do?

If your meter’s giving you any cause for concern, please let us know.

First, take a look at the meter display screen. If there’s anything wrong it will usually show an error code, such as ‘battery fail’ or ‘call help’ or another of the error codes listed here

When you call or email us, tell us exactly what the error code says. We may need to perform a meter exchange – if so, we’ll let you know as soon as possible. If it’s an emergency situation, we’ll aim to get our engineers out to you within four hours. 

If you think you might be paying too much because your meter’s clocking your gas or electricity use too fast, there are various checks you can carry out

I’ve been using my old supplier’s electricity meter key/gas card since I came over to OVO and I’ve been paying the wrong rates. Can I have a refund?

If you’ve been paying the wrong rates on your meter, please let us know as soon as possible. We’ll look into it and if you’ve been paying too much we’ll refund you.

Just so you know, cases like this can take up to two weeks to resolve, and the systems we use to look into them are different for both gas and electricity. 

For electricity, we may have to ask you to top up using an OVO key before we can work out how much you’ve overpaid on your old supplier’s key. This is because each time you top up your meter sends us readings and other information, and sometimes we need to wait for the most recent information before we can work out how much you’ve over- or underpaid.

For your gas meter, we can only see limited readings and when/how much you’ve topped up. We’ll do our best to use this information to work out whether you’ve overpaid, but it’s not always possible.

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