Help! Prepayment gas meter 'battery fail' message, can't top up and can't contact Ovo

[OhshitSharon]

As title really, went to apply top up (old fashioned card meter) and display says 'battery fail', thought we should have a few quid left on the emergency credit but we have now lost supply completely. Can't find any sort of out of hours contact for Ovo so it appears we can't do anything til 8am. Both DH and I will be at work by then (leaving DD(16) at home with no heating) and it will be difficult for either of us to make calls or do live chat while working due to the nature of our jobs. I only started this job on Monday so really can't ask for time off and DH is just coming to the end of 3 months probation at his so time off for him might mean not being kept on. Pretty sure we're screwed but thought I'd post in case anyone knows something I don't that might help?

Looking on the OVO app, there a number to ring for Pay As You Go meter emergencies. 0330 175 9669. Not sure if that's a dedicated emergency line but worth trying.

Thanks but that line is only open till 8pm, have googled everything I can think of but can't find an out of hours number anywhere 🙁

Aw.
I think you or DH is going to have to make the call to OVO in the morning, surely work will allow you or him to do that? If a technician needs to visit, can a relative or neighbour be there? Can DD go to school tomorrow and work in the library instead of at home?

No real help but this once happened to me and I had to wait for an engineer to come out and change the batteries. It took three days as there was a snow storm. I’d just call at first break or lunch and then you’ll get an appointment. Annoyingly it’ll be a morning or afternoon slot so think about who you can ask to wait in for you.

Agree with a PP you'll have to call in the morning. Any employer will let you have 10 minutes to organise a heating related emergency surely

Or what time do you finish work? Can you phone then? You're not both working 12 hour days are?

What good is an emergency number thats only open till 8pm Id be kicking up a stink about that for a start

forum.ovoenergy.com/my-account-140/distribution-network-operators-dnos-what-do-they-do-when-and-how-can-i-contact-them-8670

On their forum it says out of hours contact your distribution networker. Your area should be listed on the above link :)

I've had to do this for a low battery too in the middle of the night

Just came on to post this exact thing ❤️

Just looked at their Twitter feed. They sound utterly shit!

You can use the automated live chat and if you say help topping up they will top it up for you and you should then be able to manually turn your electricity back on at the meter (not the smart one). Had the same issue myself.

I phoned the gas network when mine went.

My energy provider just asks them to do it anyway.

National gas.

Do you need a number?

https://www.nationalgas.org.uk/gas-emergency/

This won't work if the battery has failed, you need the national grid to come out and replace it.
This is what your standing charge pays for and they're supposed to come out within a few hours. Hope you got it fixed op.