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Gail Heath
Rank 1
December 24, 2022
Solved

Gas supply turned off by Cadent due to leak?

  • December 24, 2022
  • 23 replies
  • 2438 views

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?

 

Best answer by Blastoise186

Updated on 15/08/25 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.

23 replies

Blastoise186
Super User
Blastoise186Super UserSolved
Super User
December 24, 2022

Updated on 15/08/25 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.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
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    Rank 1
    Gail HeathAuthor
    Rank 1
    December 24, 2022

    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. 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    December 24, 2022

    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.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
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    Rank 1
    Gail HeathAuthor
    Rank 1
    December 24, 2022

    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 

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    December 28, 2022

    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. 

    Renewable Energy? Big Fan.
    B
    Newcomer
    Brandon Robshaw
    Newcomer
    January 1, 2023

    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? 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    January 1, 2023

    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.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
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    Newcomer
    Brandon Robshaw
    Newcomer
    January 1, 2023

    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? 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    January 1, 2023

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

    Unfortunately I’ve got no faster options right now.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    B
    Newcomer
    Brandon Robshaw
    Newcomer
    January 2, 2023

    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?

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    Terms & ConditionsAccessibility statement

    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd