Updated on 12/05/25 by Bradley_OVO
If you need to contact us regarding an out of hours emergency follow the steps below:
Pay as you go emergencies - https://www.ovoenergy.com/help/article/emergencies
Phone: 0330 175 9669
Telephone opening hours:
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Monday to Friday: 8:00AM - 11:00 PM
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Weekends and Bank Holidays: 9:00AM - 8:00 PM
Pay Monthly and Pay as you go users can also send us a private message out of hours on our Social Media channels at the following links (including Bank Holidays):
https://www.facebook.com/ovoenergy/
https://x.com/ovoenergy?lang=en
https://www.instagram.com/ovoenergy/?hl=en
One of our Social Media team members will respond to your messages as soon as possible and you’ll find the opening hours below:
Opening hours:
Mon-Fri 8am to 8pm
Sat-Sun 8am to 5pm
There’ll be planned outages that’ll affect your ability to top up
We want to let you know that maintenance is planned on the following times:
11th May 1am to 5am
17th May 5pm to 6.30pm
18th May 7am to 9am
20th May 8pm to 2am on 21st May
29th May 8pm to 2pm
During this time, OVO Pay As You Go customers with a smart meter won’t be able to top up. Your supply won’t be disconnected as there’s a ‘non-disconnect’ friendly credit period for all smart meter customers overnight – between 6pm and 9am Monday to Saturday, and Saturday from 4pm through until Monday morning at 9am.
If you’re off supply heading into this planned maintenance period, and you need to top up to get back on supply while it's taking place, you’ll be able to add credit to your meters via a Payzone or Paypoint or post office
This work helps make sure things keep running smoothly for our Pay As You Go customers. After the outage there’ll be no change to your supply or the way you top up.
If you think you have a separate issue affecting your smart top ups, see our topic guide on common issues and fixes.
If you’re a pay as you go customer whose vulnerable or relies on your supply for mains powered electrical equipment (supply critical customers) & we’ve been trying to reach you it may be because you’ve not topped up in a while & might be without power. If we aren’t able to get in touch we will send a visitor (after 72 hours of being off supply) to check in and talk about how we can help.
We also want you to know that if you can’t afford to top up, we’re here to help. Don’t worry
if this doesn’t apply to you – we just want to make sure that anyone who needs support gets it quickly.
These topics may be helpful:
Quick hints and tricks to see if you can get back on supply yourself! - Is my gas supply actually off? & Is my electricity supply actually off?
Click on the link for Pay As You Go Smart Meter off supply?
Pay As You Go Smart Meter with top up issues?
Need financial support or questions about your debt balance? Get advice here
Need more help?
This topic is now closed, so you won’t be able to reply here. If your question hasn’t been answered or you need more advice, feel free to ask the community — we’re here to help!