Who is your supplier?

Ovo  apparently and there closed till Monday was on to a number they gave for 1 hour and then the call ended. 

Hi @Gallag, sorry to hear you had an issue over the weekend. What’s the latest?

OVO’s digital channels, like web chat and whatsapp are open on Saturdays from 9am-2pm. If you have an issue outside of these hours over the weekend, see this guide on what to do. 

*update: ignore me, I can see you’ve got help via this topic. 

Why does ovo not have a out of hours emergency call out, absolute disgrace. Got a meter fault. Only notice at tea time on Saturday night. Calling last night and this morning. So as there is no service with them I now have to wait until Monday at 9am. I have a 5 year old and no heating and a week and a half away from December. Thankfully its mild weather just now. OVO need to get there act together.

What is the meter fault exactly? And are you PAYM or PAYG? What kind of meter? This is all important stuff for forum volunteers like myself to know how to advise you.

Also, things might be changing next month, but right now only electricity has an emergency service via 105 - gas isn’t considered as critical by the industry, so there isn’t technically a service at this time.

Thank you for your reply. I am asking if there is a out of hours. Your response suggests they don't.

Pay monthly digital display gas meter with a dead battery, which has now put the meter into tamper mode and now no gas supply. Not can be done without an engineer to replace the battery, which I doubt will happen as a nightmare to do. So new meter it will be.

This is a thing, so why aren't they replacing batteries after 5 years.

If OVO can buy out SSE then they are large enough to cover out of hours surely.

It’s not just OVO. Pretty much no supplier across the entire market has no gas out-of-hours service at this time.

That may change next month though

Hey @Shaun07,

I’m really sorry to hear this, sounds like a very stressful experience.

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.

Thank you, but the information from web, app and social media team are all conflicting. Not everyone is singing of the same hymn sheet and information is incorrect. Most customers in a desperate situation would get there Hope's up but then their expectations are quickly deflated. 

I have all the screenshots to back these statements up. To add insult to injury, OVO contacted me by email, stating the contact email is incorrect as well as contact phone number. Which is not the case as the human ( very helpful customer service advisor) I spoke to today, and confirmed these to be correct. The Engineers scheduler and engineer both got me no problem when calling today, and there was no missed calls from OVO. So another lie to further insult me. 

I appreciate your help, due to my work I am well versed on energy supplies and meters.

I called the emergency number (SGN) due to the automated message explaining if there is no gas from the meter then to call 0800111999. Again wrong information as this is if there is no supply to the meter. Not a meter fault.

Thank you for everyone's input, very much appreciated and I felt like I was being heard.

To answer my own question and to help others.

There is no out of hour service out with their operating hours. There is no help available on a Sunday. So if you do have an emergency let's hope it's within operating business hours as this was dealt with very quickly. The more people complain the more chance there may be a service, but until then there is no plans to provide this. Or that complaining will influence a decision.

My issue has been resolved. Thank you.

@Shaun07

If you feel passionately there are other things that you can do.

1. Encourage people to write to their MPs. All have many areas they focus on. Lobby to get the legislation changed. A lot of legislation changes start this way in the early days.

2. Look  out for relevant consultations on the ofgem website.

3.Start a parliamentary petition and encourage people to vote for it   https://petition.parliament.uk/petitions?state=open

4.  Switch to a supplier with longer opening hours and better emergency out of hours support. There are suppliers that are better than ovo at opening times if that is a priority for you.

There are lots of ways to compare suppliers including

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/get-a-better-energy-deal/compare-domestic-energy-suppliers-customer-service1/

https://www.which.co.uk/reviews/energy-companies/article/best-and-worst-energy-companies/which-energy-survey-results-ajqM43e6ycY8

https://uk.trustpilot.com/review/www.ovoenergy.com

Hi all,

I spoke to OVO at ~15:00 today as we’re not getting any gas to the property upon having a boiler replaced.

Mentioned to them that we have a newborn in the house and are struggling to keep warm enough and they booked an emergency engineer who was due to be with us within 3-4 hours.

It’s now 19:40 and no sign of the engineer. OVO is closed so I can’t reach anyone on the usual numbers, the emergency gas helpline have said they cannot help.

Do we really have to go overnight trying to keep a newborn baby warm in minus temperatures?

Hi @tomgravell ,

There’s no 24/7 out-of-hours gas emergency service with energy supplies like there is for electricity. Try calling out a Gas Safe Registered heating engineer - a lot of them do out-of-hours services.

Otherwise, you’ll need to wait until the morning I’m afraid.

Hi @tomgravell 

I’m really sorry to hear about this.

If you didn’t get a gas safe engineer out last night and are still off supply for gas, please contact the Support Team so that they can rearrange this for today.

You may also be entitled to £30 compensation if the engineer failed to arrive without notice, check out this helpful page: https://www.ovoenergy.com/help/article/guaranteed-standard-of-performance-gsop

I just moved into a property with smart meters. The previous tenant was on pay as you go, but I was assured multiple times on the phone with Ovo that it would automatically switch to credit once my supply switched to Ovo.

I'm now “on supply” but my home has no power. The two likely issues:

• Either the meter has failed to switch to credit mode properly
• Or my isolation switch/fuses aren't working properly.

Landlord insists issue must be with the meter, says this is energy company responsibility.

Called Ovo yesterday (Friday), took the afternoon off work to wait for the emergency engineer they booked- who never showed up.

At this point I discover that Ovo seems to have no emergency/out of hours communication options. Cry a bit, go to bed when it gets dark, decide to call the pay as you go line that's allegedly open on Saturday in the morning.

Today I'm calling that number and just getting “sorry we're closed at the moment” despite being within advertised opening hours.

I don't know what to do! Who do I call? Is there any way to get power this weekend, of am I stuck waiting until Monday and spending one of my last remaining days of leave waiting for another Schrodinger's engineer?

A sad read - I feel for you.

I’d try OVO’s social media team: they are often quicker to react than other support staff, but I’m not sure they’re equipped to deal with PAYG enquiries. They should be able to get you an emergency engineer appointment, though. 

>There is usually a direct Facebook Messenger link on these pages to the OVO support team, but it seems to have gone AWOL. Try here:]
OVO | Facebook
 

Thanks! Unfortunately I don't have a Twitter account, and although I tried to download FB messenger it wants me to verify my account on a separate device (not easy without home internet)

I'm going to send an email and see how making a Twitter/X account goes, though I've pretty much resigned myself to a weekend off-grid now.

Time to rediscover the nutritional properties of the humble banana.

Hi @RNich,

I’m really sorry to hear this. I can see our volunteer has already given some good advice here. Have you managed to get this sorted yet? Please let us know so we can try to help further.

Our PAYG team should be available on the weekend between 9:00 to 17:00 by phone or webchat. You’d need to call using the number linked your OVO account to get through, but if this doesn’t work it’s also worth calling on a withheld number as this may help. 

Hi, yes, I managed to get through to somebody! Email was the winner <3

Just in time as I ran out of mobile data before I could update here.

Thank you for the kind advice!

I have lost the hot water in my house. I forgot to setup my account with OVO when i moved in 2 days back. The customer care is closed now until Tuesday. I don’t have the OVO account number from the previous tenant. What to do? Please suggest

I’ve copied this section from another thread, but it includes links to OVO’s social media options: 

I’d try OVO’s social media team: they are often quicker to react than other support staff, but I’m not sure they’re equipped to deal with PAYG enquiries. They should be able to get you an emergency engineer appointment, though. 

Tweets by OVOEnergy

/There is usually a direct Facebook Messenger link on these pages to the OVO support team, but it seems to have gone AWOL. Try here:]
OVO | Facebook

Also, you do NOT need the previous account number - that account is of no use to you. You’ll need to spin up a new account to get started.

Hi @Shweta20 

Our volunteers have left some really good advice on this already.

The support team are also available via live chat as well as social media like juliamc mentioned, and they can all arrange emergency appointments where necessary if you’re off supply.

And as Blastoise186 mentioned, any previous account numbers won’t be of any use to you as they’re no linked to yourself, so you’ll need to get a new account set up with the team before they can arrange an appointment.

Keep us updated with how you get on.