How do I contact OVO Customer Services if I need some help?

It is confusing. Shouldn’t boiler cover be a part of gas supply? How did they get my details? Who are these unpleasant subcontracting plumbers who refuse to communicate with OVO and tell you to sort things out without giving details? How could anybody understand the structure, especially if you are elderly person?I never had such experience before.Why didn’t OVO customer service help to stop the boiler service when they received my email please?

Thank you for your information, I think the structure of OVO company is too complicated and people involved are unfriendly and chaotic. It is my opinion, sorry.

Hey ​@Aja,

Boiler cover is considered insurance, which means it falls under different regulations and is managed a bit differently within the business. Most energy companies probably have a similar approach. While I can’t comment on specific situations, I’m here to help with any information you need! If you have questions about your boiler cover, feel free to reach out to a team member through the link I shared above. They’ll be happy to walk you through the process.

I would gently suggest that calling the team “unfriendly and chaotic” might not be fair, especially since you've mentioned that you don't personally understand the structure. I think once we help you see that your energy usage and boiler cover are two separate things, it’ll be much easier for you to manage everything. Just know that we're all here to support you!

This may be wide of the mark, but ​@Aja‘s mention of Homecare rang a warning bell for me: “My phone calls to electricity could not be passed to Homecare.” It’s not clear who called whom, but HomeCare is the name British Gas - a major rival to OVO - give to their insurance scheme. I wonder if the wires aren’t even more crossed than we initially thought ... 

Thank you all for your comments. It is a long saga and unfortunately i cannot tell you all details. In November2024 I got a written invitation for a free boiler service From OVO. At the same time the electricity offered to “fix” my tariff. It is also the timing, I understood it was coming from one source. OVO sends so many emails about concerts etc. I never managed to secure any tickets and so usually I send the offers to the bin. The paper correspondence about boiler disappeared and emails continued for all sections of OVO. I file all paper correspondence. In November 2025 my D/D for electricity went up. I phoned and tried to discuss it. I was in credit and D/D was adjusted. I realized that this service was in South Africa. I think it was the same time I noticed £3.50 taken out in my account. I noted it in my diary thinking it was adjustment to lowering of my D/D. The plumber phoned in October about boiler and I explained I decided to continue with British Gas and didn’t need his service in the future. He said I should let”them” know. I send email to Customer service of my OVO electricity provider and hoped the message and discussion with the plumber stopped the D/D. I never received/ seen the email which change the unwanted boiler service from free to paid. What followed was unbelievable, people couldn’t explain, did not sign emails, phoned while I was in gym etc. 

I never ask for boiler service I got paper offer at the time when I thought I would leave British Gas in 2024.

It is a long saga, I talked to people and emailed to people. I tried to ask about the November 2025email, nobody commented, conclusion was the 3 months D/D was not refundable. I was accused of entering a double contract for boiler and threatened with a biggish exit fee.

I really don’t know how I missed the email from OVO boiler people. But discussing it with OVO - all departments was like I was a nasty criminal trying to cheat their system. 
Sorry for my long saga, but I had to explain my complaint.

I can’t log in my account and pay my bill, thought it was only repairing but it’s nearly the end of payment deadline so I’m afraid to be late and charge more.

Hi ​@yijiazheng ,

You can use one of the other methods if needed.

Try https://my.ovoenergy.com 

Call OVO Support via the number here:

Do a bank transfer, details at https://www.ovoenergy.com/help/article/how-to-pay

Hey ​@yijiazheng 

Sorry to hear about the issue you’re having making payment, though I’m glad to see Blastoise186 has already stopped by with some really helpful advice on this.

Have you been able to reach out to the Support Team who can help with the payment or as Blastoise186 suggested, it can also be done by bank transfer but you must include your OVO account number and postcode in the reference field, so we can link payment to your account.

Do let us know how you get on.

From my understanding, Ovo’s call centre is in Glasgow. Their main office in Bristol. I haven’t heard that Ovo uses outsource. How did you understand that the person on the phone was in South Africa? 

Ovo Pay As You Go contact number: 03301759669

Which number did you use?

Morning ​@Derek Latham, 

Our main UK offices are Bristol and Glasgow, however we also have other offices in the UK, as well as South Africa and other overseas locations. There’s no way of routing your call to the UK when you call.

Hopefully next time you call the signal will be better - I haven’t heard of any phone line issues recently. If you’d prefer you can also contact the team by live chat.

If you are elderly, or have a health condition, or a disability, then you can sign up to the Priority Services Register.

If you call from the phone number that you registered with PSR then the call system will usually try to connect you with a UK call centre, - but it's not guaranteed and at busy times may still route you to a call centre abroad.