How can I request an emergency appointment on a weekend?

Hi @aleta braia ,

I’m afraid there’s no-one available on the weekends for something like this. Your best bet is to call 0330 303 5063 during office hours Monday to Friday 8am to 6pm.

i need to complain to your high management about the service you are providing the engineer who came today and the plumber he made me get out on saturday have nothing told me he should have done it himself not let me get a plumber out ??

i have been trying to get help as i'm 58 chronic asthmatic to get my gas on for heating to shower and cook since saturday with a voicemail saying your closed until monday morning it's ridiculous for vulnerable or elderly people to be treated that way 

i took a days holiday for him to do my metre last wednesday and again today plus my hours of being kept waiting on the phone 

the engineer today cannot connect ihd to gas metre due to mpan code not being present on his job data card i want a call back from a manager asap 

I’m sorry, but a call back can’t be arranged via this forum. Please contact the team on 0330 303 5063.

If you wish to submit a complaint, you can do that via https://ovoenergy.com/feedback 

how ridiculous is this company you officially complain and they can't call you back what a joke 

wheres there customer care ??? 

I’m afraid I’m only a forum volunteer rather than an employee. I cannot access your account or make any changes myself and no-one on this forum is able to take action on your account either.

I have no manager because I don’t work for OVO and I act independently of the company. As mentioned, I’m afraid official complaints cannot be raised here on the forum and you’re best bet is to try either https://help.ovoenergy.com or https://ovoenergy.com/feedback.

To avoid getting stuck in an infinite loop, I will be leaving this thread now. If you wish to complain to the moderators about my conduct, please email forum@ovoenergy.com but please be advised that this email address can only be used for forum related matters.

I’m so sorry to hear of the experience you had trying to report your meter issues, @aleta braia.

Just to clarify, whilst this forum offers a great place to ask advice from fellow OVO customers, it’s not the best place to raise or escalate account-specific complaints.

As outlined in our Complaints process, if you’ve been in touch with the Support Team, they should be able to log this complaint and escalate it to our dedicated complaints team if we’re not able to get things resolved. You should then expect to hear back from the Complaints team directly.

I hope the team are able to get things sorted quickly for you.

So. Our electricity meter failed this morning at 11.30am. Chat online with Ovo, told they will get an engineer out by 2.45pm. 

No one turns up.

Chat online at 3.15pm, told could be a bit more than 4 hours so still booked and they will come.

No one turns up.

We've been without power and heating all day. Our fridge food will be ruined and our freezer stuff will be gone if they don't come tomorrow.

It's such a disgrace. I chased because I was worried and I was promised someone would come. 

They all go home at 5pm on Saturday and there's not a number to call on a Sunday!

What do I do to get this fixed?!

Easy. Call 105

I tried that. They said because it's the meter they won't/can't do anything.......

OVO’s Support Team will be back in the morning, but their Social Media Team is active right now - try those options.

Hi @James P 

Sorry to hear about this, did you get back in touch with the Support Team this morning and are you back on supply now?

Had a fault on boiler, gas repair man said it’s a fault with the outside gas meter. Phoned Ovo they’re closed until Monday, and the emergency number said they couldn’t do anything as they’re not the energy supplier, and as the meter is down it’s up to Ovo. I’ve got chronic health problems, and really can’t be in the cold until next week. Any advice please? 

Hi ​@PerryMoles1 ,

Please post photos of the Meter and I’ll try advise if I can.

I had a similar problem, on a Sunday. The repair bloke said to phone the gas supplier (in my case Northern Gas) and it would be a gas emergency and they would have to be there in 1 hour max.  They came in 40 mins and replaced the smart meter with an ordinary one.

The support staff on social media will be on duty from 8 to 5 tomorrow Saturday. If you have no gas, then they can arrange for an emergency engineer to come, especially in view of your illness. 

You should meanwhile also look at the Priority Services Register; being registered could have been helpful in your current situation. It may be possible for the people you contact tomorrow to do this, too, so be sure to ask. 

Sorry to hear about the gas meter problems you’ve raised ​@PerryMoles1 

Looks like ​@Firedog has provided you with some great links to support, especially when finding yourself in an emergency situation.

If you’re still needing emergency support, please reach out to OVO asap - We’ve created this Festive Support Hours article with the various ways you can contact!

Please let us know how you got on with this.