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What do I need to know about energy in winter?

When the colder months come around and the nights get darker sooner, there are some things you need to know. Here’s how to stay on top of your energy in winter.

What should I do if I run out of credit in my prepayment meter and can’t get to a PayPoint straight away?

You can still get £5 emergency credit to tide you over if you run out of credit in winter. When you next top up you’ll need to add enough to pay back the emergency credit, as well as covering your daily energy use.

Remember, if you have a smart meter, your meter won’t cut off:

  • During the night – between 8pm and 8am, Monday to Friday.
  • Any time during the day or night on Saturday or Sunday.
  • Any time during English or Welsh bank holidays (so that includes Christmas Day, Boxing Day and New Year’s Day).

What if I can’t get to the shop because of bad weather?

If you don’t have a smart meter, we can’t help from OVO HQ. However, there may be a place to top up closer than you think – you can check at a PayPoint or Payzone (electricity only). 

If you have a smart meter, but aren’t on Smart PAYG+, we can help. You’ll need to call us on 0800 358 3523.

I’m using too much credit – is something wrong with my meter?

We get asked this a lot. In 99.99% of cases, it’s unfortunately just that you’re using more because it’s winter. 

If you’re convinced that you’ve got a faulty meter, email the team at or call on 0800 358 3523. There are some checks you can perform at home to see if there is a problem. We can also send an engineer to your home – though this will be charged at £89.25 for an electricity meter, and £138.32 for a gas meter, which will be refunded to you if we find a fault. 

I’ve lost my card or key – what can I do?

Get in touch as soon as you can – we’re on 0800 358 3523. If you run out of credit, we can’t help unless you’ve got a smart meter, so please don’t wait. 

If you’re on Smart PAYG+, you can always top up in My OVO. You can also top up using the OVO Energy app

I’ve got no money and my Warm Home Discount hasn’t come through – can you help?

We’ve made a special guide to help with winter emergencies – it includes what to do if you’re having financial difficulties. Find it here.

I want to book a Smart meter installation

Great – sign up here. Already have? Lots of people have requested Smart meters and Smart PAYG+. As soon as there’s an engineer available in your area, we’ll call or email – whichever you requested. 

You can find out all about the benefits of Smart meters here

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