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Hi I'm originally an SSE customer. My gas was turned off yesterday due to leak. 

I'm without heating, hot water and stove.

At the earliest when can you fix the gas smart meter?

 

Updated on 04/08/23 by Abby_OVO

 

Gas emergency

 

If you can smell gas or think you have a gas leak: 

  • Do open doors and windows to let the gas escape

  • Do check your gas appliances are switched off

  • Do call the 24 hour National Gas Emergency hotline on 0800 111 999

  • Do turn your gas off at the isolation switch (if you know where it is), then wait outside, and let your neighbours know.

  • Don't switch lights on or off, use doorbells, mobile phones or use any electrical switches.

  • Don't smoke, light a match or use any other kind of naked flame.

  • Don't go back into your home until you’ve got the all-clear.

 

For more information about gas emergencies visit our website here. 

Hi @Gail Heath ,

Are you definitely sure the leak was at the meter and not an appliance?

If so, you can contact OVO directly. You can try Live Chat today until 2PM at https://help.ovoenergy.com . Please do so ASAP as there’s only a few hours left today - otherwise you’ll be waiting a while.

Be advised that the hours are different right now: https://www.ovoenergy.com/help/christmas-opening-hours/

Yes, the engineer tested the meter with a liquid and said it was the suppler to fix it. Unfortunately, I have tried since 8this morning to login and it keeps say password or email incorrect then when they send a link to reset password it says it link has expired when it supposedly activated for 6hrs. So can't even get hold of them directly. 

You don’t need to login. You just need to use the giant green Message Us button at https://help.ovoenergy.com 

Your account is likely still migrating, so you need to wait for further emails before you can set up MyOVO. But Live Chat will still work either way.

Yes. I did, without any luck, I'll try again and screen shot it for you 

By the way, thank you so much for your message 

Hey @Gail Heath,

 

Sorry to hear of the issues you’ve had, that sounds really stressful. 

 

Is this sorted now? If not, you can call Support on 0330 303 5063 today for an emergency meter exchange. Do advise them that you had a gas leak, which was confirmed to be caused by the meter and so the transporter has turned off the supply. 

Our gas supply was turned off by Cadent too, as there was no gas passage through our smart meter. We are without heating, hot water or cooking facilities. None of the emergency help numbers given by Ovo are taking calls. What can we do? 

Hi @Brandon Robshaw ,

The fastest option for now would probably be OVO’s social media channels. You don’t have to keep those accounts around once you’re done if you don’t want to.

I’ve followed Ovo on Twitter and put up 2 tweets in the last hour. No reply. It is very inconvenient to be without heating, hot water or cooker on New Years Day (as we were on New Years Eve too). Is there anything else I can try? 

It takes time for them to get back to you, but they will.

Unfortunately I’ve got no faster options right now.

Still trying desperately to get through to Ovo. I’ve been hanging on the phone for 90 minutes. I have also sent Ovo DMs on Twitter - I’ve been told an agent will be in touch but it isn’t happening.  This is the third day we’ve been without heating, hot water or use of the stove. What can I do?

Hang in there for one more day. I’ve alerted @Emmanuelle_OVO .

This isn’t quite clear. When you say ‘one more day’ do you mean someone will come out today? 

The forum moderators should be back tomorrow. By one more day, I’m hoping they’ll notice this thread and stop by first thing. There’s now a marker against this thread which makes it stand out like a Christmas Tree. It’s impossible for them to miss it.

Hey @Gail Heath and @Brandon Robshaw,

 

I’m sorry to hear this, a really stressful situation to be in. 

 

It sounds like you both followed the right procedure in a gas emergency and contacted Cadent. 

 

I’m aware that the National Gas Emergency Services (NGES) on 0800 111 999 if a meter is causing a leak or has stopped the gas getting into the property, the NGES may exchange the meter. It doesn’t seem like they’ve done this in either of your cases. I’m really sorry you’ve been left off supply. 

 

However, we’re open business as usual hours today, so Support should be able to book an emergency meter exchange with someone there in the next 3-4 hours. I’d advise calling as appointments need to be booked over the phone, you can call us on 0330 303 5063. 

 

 

If you have any issues please let us know on this thread and we can get Forum_Support to send you a private message. 

 

I hope this helps. 

 

 

We finally managed to get hold of an engineer (from Boost) who came out and exchanged the meter last night. 

I have had a gas leak from external box from outlet fitting /. Who is responsible for getting it repaired 

You should shut off the gas supply and call 0800 111 999 for now. They’ll at least make it safe.

Responsibility for parts of the connection …

 

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