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

As mentioned, it’s 0330 303 5063, hello@ovoenergy.com and https://ovoenergy.com/help .

ALL of this stuff is listed at https://ovoenergy.com/help and https://ovoenergy.com/feedback .

I also note that the latest version of the Best Answer for this thread also links directly to a list of all active contact options.

OVO also keeps all the Forum Volunteers updated with every change to anything contact channel related. We get told pretty much the same day such changes are made - and sometimes ahead of the change - so that we can adapt rapidly. It’s well recognised that we’re able to adapt rapidly, so it’s a strategy OVO has to help make sure we’re doing things the right way.

The social channels e.g. Facebook, Twitter are just additional options for folks who prefer to use those. I hate to admit it, but some people do. There are NO plans whatsoever to sunset existing options and replace them with social media. Otherwise, we’d know about it first.

Which ‘page 1’ are you referring to? I hadn’t noticed any particular update ...

Looks like Shads was doing some maintenance to the Best Answer on this particular thread this morning - that’s probably the update in question.

It has taken 5 years to get SSE/OVO to finally organise installation of a smart meter- eventually found out why.
When they sorted the change from SSE to OVO, they wrote my e-mail incorrectly. I had absolutely no say nor input in them swapping me to OVO, it was all handled on their end.
Why were they exchanging my address by word of mouth instead of simply copy-pasting it over? 
Also learned they had incorrectly marked me as having a smart meter for both services.
Had to chase them over the course of 2 years to get 1 meter updated and the other actually installed as each time I was told ‘it will be sorted’, I heard nothing back and never had anyone contact me after to actually confirm anything.

When they updated my Electric meter, I had £20~ on it. I left it 24 hours but my credit didn’t appear on the meter and I was running out, so I activated Emergency Credit and called support. They informed me they’d set it up- a worker topped it up but didn’t reset the Emergency Credit. 

Last week, my Gas was inexplicably shut off and I had to call out an engineer to fix it- after being asked to go in and out and shut off the gas valve, turn on the gas valve, turn off the trip switches (it was a huge hassle and I got fed up and asked for an Engineer which they, very reluctantly, finally sent one). The Engineer couldn’t figure out the issue at first then changed my supply from prepayment to credit, without informing or asking me beforehand, and the £65 I had on the meter before this change is now missing.
It's been a week since I sent an e-mail about this issue and they have not replied nor made any efforts to rectify the situation.

I have made no agreement to pay so I’m unsure where or how they think they’re going to get payment so I’m not sure what’s going to happen at the end of the month (assuming that’s when they’ll try to charge me for the service I didn’t agree to)

Where can I go to get professional help with this matter or speak to someone higher up to actually fix this mess? OVO at this point owes me £65 and hell, compensation for the amount of stress caused wouldn’t go amiss because this is ridiculous.

I’m still reading the rest of your post, please bear with me.

However:

When they sorted the change from SSE to OVO, they wrote my e-mail incorrectly. I had absolutely no say nor input in them swapping me to OVO, it was all handled on their end.

OVO took over SSE Energy Services from SSE Plc back in 2020, this is very well documented and was advertised for several years prior to the full migration kicking off. Everyone eventually had to be shifted - the agreement was that OVO could only use the SSE name/branding and systems for three years and the deal was that after that, the license would expire. Everyone had to be off of it by that point.

Hey @Polites,

I’m sorry to read about the experience you’ve had. 

Have you spoken with our Support Team yet? They’ll have access to your account and the engineers notes to find out why the meter was put into “credit mode”. They’ll also be able to apply the credit you had on the pay as you go meter to your account. 

Did the engineer change the meter or was it left the same meter and they managed to resolve the issues you were facing? 

You can find our Complaint Handling Statement here, https://bit.ly/3DcsZdj, along with more information on our complaints process here: https://www.ovoenergy.com/feedback.

I hope this helps and you get things resolved soon! 

I’ve still had no response from OVO, the credit (amount owed) on the meter has reset with the new month and I’ve had no bill, letter, call or e-mail regarding payment.

Until I owe them £64 or more, I’m going to sit and wait. I’ve already sent an e-mail about the issue, won’t be my fault if they don’t read them right?

(I know SSE was being changed to OVO, I’m highlighting the concern that they input my e-mail incorrectly on their end when it was previously correct.)

Hey @Polites,

As we don’t have access to account information here, i’d suggest contacting our Support Team who can look into this further for you! 

I am one of the people who have not been able to use app to give readings for over a year. Ovo using estimates. Now found out the have over estimated by nearly 1500 units. Saying I owe the £950.

Can't get to speak to anyone. When I give my account number which is stated on all the emails I receive. It says my account does not exist. Help. 

Try using webchat instead of the phone. I’ve found that the Twitter team are pretty good at problem solving, so when you DM them, it shouldn’t matter that your account no. is missing. They should be able to identify you from name, date of birth, address and postcode. You’ll need to set up an account to be able to send a DM: (1) Posts with replies by OVO (@OVOEnergy) / X

I am not on X. Any other way of contacting customer service. 

Hey @Ellie777,

You can contact our Support Team via call, chat or email. 

I hope this helps! 

Thank you. Got to speak to them this morning. Hopefully get things sorted. 

Thanks for the update @Ellie777 and i’m glad to hear that you managed to speak with them! 

Welcome to the Forum! We have many handy topics around energy accounts, so feel free to look at what we have. If you have any questions or want to contribute to the community, we’d be happy to have you!

Update:

OVO finally noticed my meter was set incorrectly (likely due to no money reaching then).

They've set my meter back to Prepayment with a credit of £30. (I have not used £35 worth of gas, I have used £16 at the most.)

Am I liable to pay for what was used during a service mode I did not agree to? Regardless the answer, I am still missing a good chunk of my actual credit. 

Can anyone recommend a different provider? I'm actually done with OVO at this point. 

Hi @Polites,

I’m really sorry for the issues you’ve been experiencing, that’s definitely not the experience we want for our customers.

I’m going to have our Forum_Support team reach out to you so they can help you further with this.

Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview.

I have not received a pin for the account therefore I can access my account 

From were l fawned PIN

Hi @Hayan ,

Please talk to OVO Support about this via Live Chat at https://ovoenergy.com/help or calling 0330 303 5063.

Thanks

Hey @Hayan,

Are you pay as you go or pay monthly? Have you just moved into a property supplied by OVO? Are you trying to access your account via the App or Online Account. 

When my 1 year fixed plan expired in April, I was expecting to change to the Simpler Flexible Plan but now find that I’m on a 2 year fixed plan.  How can I change this?

If you get in touch with customer support, I’m sure they’ll be able to advise. 
 

There’s also an online chat facility (within hours)

https://www.ovoenergy.com/help

Hi @SharonGiles,

Our forum volunteer has already given some good advice here. As we’re unable to access your account via the forum, it would be best to contact our Support team so they can look into this for you.

Please let us know if you have any problems getting through to the team.

Everytime I ring the 0330 number it's saying they're having problems with their network so I can't get through. Been like this for 2 weeks! Any other number I can ring to get through to a pay monthly number?

@susiep0  Use Live Chat via https://ovoenergy.com/help .