Good evening @kcdh ,

Sorry to hear about that. Please contact OVO directly in the morning and they’ll get someone out to you ASAP. Details at https://ovoenergy.com/help - Live Chat is usually fastest.

Thanks for the reply I have called and someone is coming tomorrow at 6.30pm to look into the issue. Hopefully it will be resolved then

Let us know if you have any issues @kcdh 

HELP this is apauling I have just called to confirm your appointment for 6.30 today and been told there is no details of my call or appointment? Currently been on hold for 30 minutes and passed around. Really frustrating and poor I have an 87 year old to care for how do I do that with no heating or hot water. DISGRACEFUL CUSTOMER SERVICE 

That sounds infuriating. Just to check, though - did you call from the same phone number on both occasions? And is that the number given on your profile page? OVO’s telephone system relies on phone numbers to be able to link a call to the corresponding account. 
 

Hi yes it was the same number which is more infuriating 

Still waiting and freezing cold 

I’m so sorry to hear this @kcdh

Has this now been resolved? When a customer is off supply we should be able to get an engineer out within a couple of hours particularly if they’re on the priority services register. This would be considered an emergency appointment if you are off supply.

Are you pay monthly or pay as you go? 

In a scenario where the gas meter is faulty and off supply and the energy supplier is closed, the National Grid will be unable to replace the meter. In the case of OVO Energy, our Support team are on hand 6 days a week to help arrange a short notice engineer visit to replace that meter. Our Social team are able to support you as well - send them a message on Facebook or Twitter from 9am - 5pm, Saturday and Sunday. This team are also able to schedule in an emergency meter appointment if needed. A quick mention here that any potential gas leaks or faulty electricity meters leaving you off-supply can be reported to the Gas emergency line or your electricity Distribution Network Operator, if they happen out-of-hours. You can find out these emergency contact details here.

Pay As You Go emergencies

Have a long-term health condition or disability?

If you or someone you live with could be at risk if you lose power, a Pay As You Go meter is probably not right for you. Please let us know about this when you first sign up and we'll help you choose another option.

If you're off supply

As long as you had credit at the start, even emergency credit, you won’t lose power:

• During the night – between 6pm and 9am, Monday to Saturday

• Saturday from 4pm through until Monday morning at 9am

• All day Christmas Day, Boxing Day, New Year’s Day, and Easter Sunday

If your supply stops, first check that your meter is topped up, as that might be the issue. If you’ve run out of credit, you’ll need to add more. In an emergency, you can activate the emergency credit. 

How to activate emergency credit

1. Put your card or key into the meter.

2. You might need to remove the card or key and reinsert it again. 

3. For your gas meter, once you’ve put your card in, press the red A button to move through the menu. When you reach a screen saying Accept Emcr?, press B – you’ll then see EmCr Accepted.

Smart meter 

Your IHD will prompt you to activate your emergency credit when your balance falls below £2. If you miss your emergency credit prompt, you’ll still be able to activate it when your balance is below £2.

Traditional meter

You’ll be able to activate your emergency credit when your balance drops below £1 on your electricity meter and £2 on your gas meter.

Just so you know - if you don’t top-up within a set time, your meter will disconnect. If this happens, follow these instructions to reconnect your meter.

If you've lost your key or card

If you’ve lost your key or card, there are different options depending on your meter type. 

Find out what to do:

• If you have a smart Pay As You Go meter

If you have any other Pay As You Go meter emergency

If there’s an emergency with your meter, you can chat with us online. Or call us on 0330 175 9669.