Gas supply turned off by Cadent due to leak?

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 …

• Who's responsible for what? A guide on who to contact to help maintain each part of your gas and electricity setup Tutorial

Absolutely appalled by the service I've been provided I had a gas leak and had to have Cadent gas emergency engineers out to cut my gas supply off completely. Phoned OVO at 9.33am on the 10th January to be told someone would be out 3-4 hours for an emergency meter fitting as needed new one as the one I currently have is faulty. Phone back up 4 1/2 hours later to be told my appointment wasn't booked. Another appointment was booked for 14:37-17:37 nobody showed up. OVO phone lines were closed at this point so spoke to online chat to be told another appointment would have to be made. When the Morrisons data services engineer turned up he said he couldn't do the job as OVO had taken it off him to then be told by OVO yet another appointment would have to be made!!! I have no heating or hot water and I am on the priority list for disabilities and having a 4 month old baby & 8 year old child in the property. The weather is minus temperatures outside and nobody seems to care it's freezing in my flat we are wearing coats indoors!!!!

Good evening ​@Jo93 ,

Firstly, I’m really sorry to hear of the trouble here. I will immediately inform the Forum Moderators of this. You won’t be able to see that, but it will be done within seconds of this reply being posted. I will discuss with them what options are available - but at very least I think you qualify for compensation.

Please let us know here in the morning if you manage to get some progress. We’ll advise further if we can.

Thank you for your reply. I'm sat here in anticipation to see if yet another engineer turns up. If not I will be very unhappy yet again will have to phone up in the morning to try get another "emergency" appointment booked in as I need this job done by Monday so I can have my boiler fixed because council won't fix it until meter is sorted. 

No worries. I’d still strongly recommend you get OVO Support to re-book in the morning as the Forum Moderators can’t always step in, but they will check on you when the pick up the alert in the morning.

Sorry to hear about the issues you’ve been having with your gas supply ​@Jo93 - I do hope that the issue has been resolved since you last posted here? Would you mind giving us an update to let us know how you’ve gotten on?

If for any reason you’re still off supply - please reach out immediately to OVO’s customer support team here - theres a few ways to get in touch, so you can pick your preference.

All the best,