At approximately 7:30am this morning (a Sunday), we lost power to our home. We called out an electrician who identified the issue as being the metering equipment by the main feed into the house. After a discussion with Electricity North West, we identified that the equipment is the responsibility of the supplier - Ovo.
We have a child with significant additional needs and we needed this resolving ASAP.
After checking the Ovo website, I gave the Customer Services number a call, and was returned with "Thanks for calling Ovo. We record all our calls etc. We're currently closed. Our opening hours are Monday to Saturday 8:00am etc etc"
So I then tried the emergency contacts provided on the website. Both useless.
I retried Electricity North West who said they had a number for Ovo that they could put me through to. Great I thought, until they put me through and I got... "Thanks for calling Ovo. We record all our calls etc. We're currently closed. Our opening hours are Monday to Saturday 8:00am etc etc"
Getting extremely frustrated with this, I proceeded to call every number published on the Ovo website (even the ones that were clearly not relevant) in the hope that answer human response that I could get would point me in the right direction.
In every single case, I got... "Thanks for calling Ovo. We record all our calls etc. We're currently closed. Our opening hours are Monday to Saturday 8:00am etc etc"
So I've got a few questions for Ovo:
1. Why the hell is it so difficult to get help on a Sunday?
2. Is it even lawful for an energy supplier to be so un-contactable?
3. HOW DO I GET MY ELECTRICITY SUPPLY BACK ON?
I will be contacting the energy watchdog and reporting this, and from viewing other comments within the forum, I can see that customer service is an issue for your company, particularly during out of hours issues.
I expect a response ASAP. This is unacceptable and I will be leaving publicly visible review that reflect such an extremely poor customer experience.
Best answer by Tim_OVO
Updated on 30/09/20: If you need a solution, check out this topic for help with finding the answer on this forum!
If you need to actually get hold of the OVO Support team, you can contact on different channels:
Phone - 0330 303 5063 - Open Monday-Friday 8am-6pm.
Webchat - Help Centre - Open Monday-Friday 8am-6pm and Saturday 9am-1pm.
If you have an emergency, it might not actually be OVO you need to contact! See this topic for a comprehensive guide on who does what and who you need to contact.
We picked this up on Twitter at the time, Andrew.
More info here!