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LizzyFrostie
Rank 2
November 24, 2023
Solved

Support Package - heated throw and number I don't recognise

  • November 24, 2023
  • 9 replies
  • 3512 views

Hiya!

As part of its Support Package, I was offered a heated throw from OVO on 7 November - but haven’t heard anything about delivery. Does anyone know when these will arrive?

Also, had a call from a number on 17th November - 0044 333 311 1231 - claiming to be from OVO, but I don’t recognise the number. Has anyone else had this call?

 

Thanks

Best answer by Ben_OVO

Updated on 17/06/25 by Chris_OVO

Morning ​@kylemalone 

 

If you’ve received a call from Sonex I can confirm this is genuine, and they may be getting in touch if you have signed up for Extra Support. You can find out more about the Extra Support Package on this Forum topic:

 

 

As ​@Nukecad has advised:

 

Sonex Financial work with energy companies, including OVO, to assist vulnerable customers who may be struggling with paying their bills.

 

This is absolutely right - Sonex contact customers on behalf of OVO, and provide an industry-leading specialist vulnerability service, and debt assistance. They’re a great team and, if you think it’d be helpful to speak to them, you can call them back on the number they’ve been calling you on. 

9 replies

Nukecad
Super User
NukecadSuper User
Super User
November 24, 2023

The Support Package items, such as the throws, will start being delivered from the beginning of December.

 

Sorry I have no idea whether that phone number is genuine or not.
My stance is if I don’t know the number a call is from then I’ll ignore it, if it’s important then they will text, email, or send me a letter.

I said, Hey - Watts going on.
    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    November 27, 2023

    Hey @LizzyFrostie

     

    Welcome to the OVO Online Community,

     

    I can’t see that number listed anywhere on our website. 

     

    You can report spam numbers to 7726, find out more on ofcoms website.

    Renewable Energy? Big Fan.
      Jeffus
      Rank 20
      Jeffus
      Rank 20
      November 27, 2023

      Hey @LizzyFrostie

       

      Welcome to the OVO Online Community,

       

      I can’t see that number listed anywhere on our website. 

       

      You can report spam numbers to 7726, find out more on ofcoms website.

      May be worth some digging to check @Emmanuelle_OVO 

      Looks like the number may be from Sonex who work with OVO on various things regarding vulnerable customers?

       

        BPLightlog
        Super User
        BPLightlogSuper User
        Super User
        November 27, 2023

        There are opposite reports for that number and company. Some mention that a call to OVO said they didn’t work with the company, others referenced a financial support call

        Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
          Jeffus
          Rank 20
          Jeffus
          Rank 20
          November 27, 2023

          There are opposite reports for that number and company. Some mention that a call to OVO said they didn’t work with the company, others referenced a financial support call

          Yep, lots of conflicting info.

          Impossible to know quite what is going on.

          Sonex is FCA registered and are on the FCA register, but it is not clear if they are making the calls or if they are even still or ever did work for OVO in any capacity. They advertise working OVO on LinkedIn. They are owned by the Lantern  another similar company. Lantern sponsored some of the recent awards that OVO took part in

          https://www.creditstrategy.co.uk/vulnerability-awareness-gala-winners/vulnerability-awareness-gala-winners/winners-22

          This OVO number comes up as a scam on many sites and some  customers are blocking it, even though it is OK so it isn't easy for customers to be sure these days.

           

            Emmanuelle_OVO
            Retired Moderator
            Emmanuelle_OVO
            Retired Moderator
            November 28, 2023

            Thanks for the info @Jeffus, I’ll raise internally!

            Renewable Energy? Big Fan.
            K
            Newcomer
            kylemalone
            Newcomer
            January 16, 2025

            Hi, 

            Does anyone have any updates on this sonex? I received a message from them in December but ignored it and now they have tried calling me

              Nukecad
              Super User
              NukecadSuper User
              Super User
              January 16, 2025

              As far as I am aware Sonex Financial work with energy companys, including OVO, to assist vulnerable customers who may be struggling with paying their bills.

              If you contacted OVO reagrding the support package then your details may have been passed on to Sonex to see if they can help further.

              ​@Emmanuelle_OVO anything you can add?

              I said, Hey - Watts going on.
                Ben_OVO
                Community Manager
                Ben_OVOSolved
                Community Manager
                January 17, 2025

                Updated on 17/06/25 by Chris_OVO

                Morning ​@kylemalone 

                 

                If you’ve received a call from Sonex I can confirm this is genuine, and they may be getting in touch if you have signed up for Extra Support. You can find out more about the Extra Support Package on this Forum topic:

                 

                 

                As ​@Nukecad has advised:

                 

                Sonex Financial work with energy companies, including OVO, to assist vulnerable customers who may be struggling with paying their bills.

                 

                This is absolutely right - Sonex contact customers on behalf of OVO, and provide an industry-leading specialist vulnerability service, and debt assistance. They’re a great team and, if you think it’d be helpful to speak to them, you can call them back on the number they’ve been calling you on. 

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