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How do I contact OVO Customer Services if I need some help?
How do i contact Ovo Customer Services - is it only through this forum?
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Userlevel 7
Updated on 28/11/23 by Emmanuelle_OVO:
Customer Support OVO:
Our Support team’s web messaging and WhatsApp opening hours are:
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8am - 6pm Monday to Friday
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9am - 2pm on Saturdays
You can see all open contact channels via our Help Centre.
SignVideo is a free service that connects British Sign Language (BSL) users to our advisers through an online interpreter. Go to SignVideo
Opening hours:
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Mon-Fri 9am to 5pm
If you need to contact the team on a Sunday, our Social team is able to support you. Send us a message on Facebook or Twitter from 9am - 5pm. This team is also able to schedule an emergency meter appointment if needed. If you have a gas leak, power cut , or Pay As You Go emergency, get emergency help.More info on what to do in an emergency here.
Collections Team:
Collections opening hours (0800 069 9831). Open Monday to Thursday 8am-8pm, Friday 8am-6pm, and Saturday 9am-2pm. Get advice support with your energy payments here.
Got a complaint?
You can raise a complaint by contact Customer Support, you can find out more about our Complaint Procedure here.
There is lots you can do yourself on the Online Account and App
There’s lots of things you can do yourself on your online account. Give it a go and if you’re not sure, find out more via our online account tutorial collection here:
If you’ve not already got the OVO app, you can download it here for Apple, and here for Android, and manage your account from your smartphone. See OVO’s guide on our app here.
If you want to start a switch to OVO or you’ve just moved into a property that we supply, you can get the ball rolling with setting up an account here (it’s the same page but it will work for both.
Need some more information about something? We’d recommend OVO Help for guides and tutorials, or this forum, where we have thousands of topics about all sorts of energy questions. See this dedicated page for someone new to the forum.
How to get in contact about my OVO Pay As You Go account
- The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 9am to 5pm Monday to Friday and 8am to 2pm on Saturday.
- Or call us on 0330 175 9669 during the same times.
If you’re with Boost
- Find answers or chat with Boost at boostpower.co.uk/help
- Or call them on 0330 102 7517.
Hi,
I am trying to call / chat someone at OVO to solve a billing issue. How can i contact anyone ?
I tried the phone : you can wait as long as you want, no one will answer.
I tried the chat : i am supposed to be “position 1 in queue” and after more than 80 minutes, still no one… HOW CAN WE CONTACT YOU. You NEED to have a way for your clients to be able to contact you !!
Maybe someone can help me with my issue :
I had estimated readings for a long time, when i did an actual reading, it was well below the estimation. At first i received a statement with a negative amount to pay. This statement was quickly replaced by a statement for the month starting with my reading and an estimation for the end of the month. This means that the difference between the estimated number and the actual reading was paid by me while it was never actually used. How can we correct this please ?
thanks
Userlevel 7
Hey
Sorry for the issues you’ve had.
The best thing to do is work out your billing date, you can find this on your previous statements. Which you can download from your Online Account.
For example, if your statement dates run from the 27th to the 28th of each month and you want your bill up to the meter reading you’ve provided, you’ll need to submit this on the 26th or 27th of each month.
We do however have a live billing system! So whenever you want an up to date account balance you can submit a meter reading and your balance will update accordingly within 24-48 hours.
This means that if you miss the meter reading date and get an estimated bill, you can rectify this by logging into your Online Account and submitting a read.
We have a great guide you might find helpful:
Want to stop getting estimated bills? Have you thought about getting a free smart meter? We have tons of information and resources on this topic:
Hope this helps.
Best way to contact OVO is using the Chat button on your online account during office hours - very 2022 !
unfortunately the chat isn’t working, every time I have tried in the last 6 weeks I’ve been told it’s busy and there is no-one to help. I phone and there’s a recording to say use the website or online chat and leave the phones for vulnerable customers.
so it’s only “very 2022” if the system works.
Userlevel 7
Hey
Sorry you’ve been having issues getting through.
Our customer facing channels have been really busy recently due to meter reading day and the Energy Price Guarantee. You could also try calling our Support Team.
What issue do you have? We might be able to help here on the forum?
Userlevel 1
I have waited and waited for a reply from ovo regard fit payments I have had nothing at all .they are the worst for customer relations every
Userlevel 1
I have waited and waited for a reply from ovo regard fit payments I have had nothing at all .they are the worst for customer relations every
I’ve been trying for 3 months
6 phonecalls
3 emails
And received no assistance whatsoever.
no callbacks when promised
not a single email reply except for an automated one saying they’ll reply within 5 days. I’ve been waiting months.
dodnt have an email requesting September reading so I won’t receive that now either.
this company is appalling. I’ve now gone to the ombudsman as OVO complaints department refused to take my call yesterday.
Userlevel 7
Hey
I’ve responded to you on this thread:
Userlevel 7
+1
- Plan Zero Hero
- 5433 replies
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12 October 2022
Hmm… Tricky one…
The best I can think of would be https://ovoenergy.com/feedback
Userlevel 7
+1
- Plan Zero Hero
- 5433 replies
-
12 October 2022
To be honest though, the meter should have detected that issue somehow. I’m pretty sure there’s some kind of built-in diagnostic for some kind of issue similar to that one.
Userlevel 1
No detection of the issue by the meter & nobody has worked on the meter since it was fitted. After the electrician looked at it I've not had anymore issues.
Userlevel 7
Not a good experience you’ve described here trying to contact us,
Could you reach out to us again today to make sure the team are aware of what was noticed by the electrician? I’d recommend a site survey is booked in for an engineer to visit.
Userlevel 1
I totally appreciate October has been hectic for everyone & hopefully I will get an answer today
Userlevel 1
Absolutely shocking service when you cannot contact your supplier 🤯
Userlevel 7
+1
- Plan Zero Hero
- 5433 replies
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14 October 2022
Usually it’s pretty easy to get in touch with OVO. But right now - and in common with ALL suppliers - they’re getting absolutely swamped with huge contact volumes.
Live Chat will ultimately be one of the fastest ways of getting in touch, but you can also try WhatsApp if that option is presented to you at https://help.ovoenergy.com , where you will also find live chat.
Userlevel 1
I have this afternoon attempted to online chat & have been number 1 in the queue for the past 1.5hours, so I assume I've been cut off. I've also attempted to call but after 30 minutes on hold I gave up.
I have now emailed to the complaint email address to see if that does anything.....
Userlevel 7
Again very sorry to hear about the ongoing issues getting through. It’s been passed on to the operational teams looking after these digital channels.
Please be advised that the complaint email route may lead to a delayed response as this will be in an email queue. Phoning or web chat is the quickest way to contact an agent today, despite your recent experiences.
Userlevel 2
Whey whenever I call OVO am I asked to enter my customer number - which is read back to me, and which I confirm - only for whichever customer services rep eventually answers the phone to ask me for my customer number? Why? What’s the point of me entering it if it is not passed to the CS rep, with my account ready for them to view and take me through security? Why does OVO waste my - and its - time in this way? Because EVERY time it happens I waste more of your time by asking the CS rep why it has just happened again.
Userlevel 2
The first word of my post above (below?) should, of course, be ‘why’. An edit feature here would be useful.
Userlevel 7
Hey
That’s a really interesting point.
On OVO’s end we are required to ask 3 pieces of data protection when starting a call with a customer. An account number doesn’t need to be included but I think for a lot of agents that would be one they’d ask for, as oppose to an email address, for example.
Have you seen our ‘Feature ideas’ tool on the Forum? It allows you to let us know ideas to improve our online tools and vote for your favorite’s! 🙂
Userlevel 2
Hey
we are required to ask 3 pieces of data protection when starting a call with a customer. An account number doesn’t need to be included but I think for a lot of agents that would be one they’d ask for, as oppose to an email address, for example.
That was eventually explained to me and my feedback was that this needs to be a training update issue. CS reps need to be trained to NOT ask for customer number as the first ‘security’ question. It does nothing but annoy and frustrate customers who have just grappled with a phone keypad to enter it having been asked to do so!
Having entered my customer number I expect to be greeted along the lines of ‘hello - I can see you entered a customer number, can you confirm you are the account holder please?’... and proceed from there.
Yes, Ofgem may require you to ask for three things - but you’ve already asked one of them and been given the answer!
So the script should be: I can see your customer number, for security I also need to ask you (name, DoB, 1st line of address, postcode) There’s 4 others, to start with! After all those if you still need one, then revert to cust number again - but do NOT let CS reps default to it as the first one!
As usual, nobody thought this through.
Userlevel 7
The first word of my post above (below?) should, of course, be ‘why’. An edit feature here would be useful.
If you notice something to fix quickly enough (within 60 minutes of first hitting “send”) you’ll find there is an edit option when you hover over the 3 dots at the bottom right of your post. I agree it is convenient. The edit option goes away after an hour though.
Simon
Userlevel 7
+1
- Plan Zero Hero
- 5433 replies
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27 October 2022
It remains available at all times to forum volunteers. If you ever need a hand with editing something, feel free to email forum@ovoenergy.com with the details. The moderators here will happily help you out with edits for free, even after your one hour edit timer runs out.
Userlevel 2
If you notice something to fix quickly enough (within 60 minutes of first hitting “send”) you’ll find there is an edit option when you hover over the 3 dots at the bottom right of your post. I agree it is convenient. The edit option goes away after an hour though.
Simon
Right. And if I come back to it after 60 minutes and notice typos or errors? I agree it is most inconvenient! 😉
Thanks,
Y is no one answering the phone been on hold for 3 hours now with a new born and no electricity
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