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

I have used the live chat and entered all my details… at the end they say please ring the number provided to speak to a representative 

I test the phone system on a regular basis, it seems to be working fine.

Well it's a shame I can't send a recording of the message I'm getting while trying to ring

I’m afraid it has to be that way - otherwise certain nefarious users would try to upload malware. It’d also be an absolute headache to moderate and ensure folks didn’t post personal info or sneak other bad stuff through. It’s ultimately for the best that file uploads are disabled here.

Only trusted users have that ability.

Hi @susiep0,

I’m sorry to hear you’re experiencing this. This is unusual.

Could you try calling the number again with your number on private?

If you type the word “agent” on webchat the bot should confirm your security details and pass you through to an agent.

Please keep us updated with how you get on.

I wish to go Paperless !

Please sort as soon as possible

@Rowan Temple you will either need to wait for the communication or get in touch with customer support. No one here can access your account being a public forum

Hi @Rowan Temple,

Please get in touch with our Support team who’d be able to help with this. As our forum volunteer has mentioned we’re unable to access your account here to do this for you I’m afraid. 

Let us know if you have any issues getting in touch.

For various reasons, I can only submit meter readings via a live chat with an adviser. You have to go through the bot first. This has generally been relatively uncomplicated. However, on the most recent attempt, several conversations were spontaneously terminated by the bot. I was only able to access a human after giving a false answer to a question about pay as you go meters. Anyone else getting this??

Yup, tried that. It asks you if you want to speak to an adviser, you say yes. After a couple of further questions, it terminates.

Mmm, that sounds like it is putting you through; but then for some reason the connection either isn’t connecting or is immediately dropping out.

I’ll ask backstage if they can get someone to take a look at it.

In the meantime can you not telephone to give the readings?
(I assume your issue is with submitting them online?)

I’m sorry to hear you’re having issues ​@Confounder, are you able to take some screenshots (ensuring that you don’t include any personal information) & i’ll flag this internally. 

In the meantime you can use another method to contact our support team:
 

Social Media

• You can private message us on Facebook or on X or Instagram with the handle @OVOEnergy

• Again, you’ll need to answer security questions, including your full name if you use a different name on social media to the one on your OVO account. Please remember not to post your personal information in public posts on any of these platforms.

Call us

• Our Pay Monthly number can be found in the Help Centre, and our Pay As You Go contact number can be found here.

Hey ​@Confounder, 

I've sent you a private message requesting your account number. I've also shown your thread to the bot's development team. They've run success checks to see if anyone else has been impacted and have observed completed actions through the automated service within the last 24 hours. Hopefully, your account information will help us identify where issues are occurring.

Emmanuella -- thanks, I’m afraid I don’t have relevant screenshots

Chris -- have replied to your message

Thanks.

I contacted your OVO’S digital assistant 19/08/2025 to arrange an appointment for the visit of an engineer

Unfortunately before I could confirm the date my computer played up .I would like to check we got the date correctly before this happened.

Name  Jeanette Roberts

*edited by moderator*

Please confirm this is correct.

Many Thanks

The digital assistant was extremely helpful to my problem ,unfortunately we got cut off ( my fault) before I could confirm date & time of visit

I apologise for this error

Hey ​@JEANETTE ROBERTS ,

For this, I’d suggest using Live Chat again in the morning and they can either check it’s booked in, or book again for you. :)

my direct debit has been increased to £275 per month. i have been trying to contact them via 2 different phone numbers and via webchat for an hour now and getting no response. the messages on the phone are looping and there is nothing at all on webchat bar the bot!!!!

this is disgraceful!!!

i cannot change the value myself as it is saying i am not the account holder, although i am!!!

there were some issues with the account set-up when i signed up to Charge anythime and they messed it up and it has never been the same since!!!

HELP!!!!!

Can you access the profile page for the account in question? This should show the name of the account holder, the registered email address and the phone number. OVO’s automated communications systems are geared to associate incoming calls with the right account according to the address or phone number concerned, so it’s vital only to use the registered ones.

Contact details are here: Emergency contact information, scheduled PAYG outages, and methods for contacting OVO - (November 2025) | The OVO Forum

Finally got in touch on a 3rd number I was given which took about 45mins to connect. They are refusing to lower it any less than £235 because they say that's what the computer has calculated my predicted usage will be - my largest monthly bill in the past year was around £170 (I have an EV). They are making all customers have a full months worth of credit in their accounts, so they are overcharging everyone until they reach that calculated sum. It's a disgraceful way to run a business. There will be thousands of people out there who cannot afford this, and with Xmas around the corner…

The lady I spoke to was very good and has been taking calls all day from people complaining about their new policy and the overcharging. So either I change to a single usage bill that I have to pay manually when it comes in (only pay for what I use as I use it) or change to a new supplier. I think the latter is going to happen. This whole debacle took around 3 hrs….

​@nelson996 welcome to the OVO Forum. As you’ve mentioned Charge Anytime I’ve updated your account to display your EV ownership.

I’m sorry to hear of what’s happened here. Without seeing your account its hard to gauge exactly what’s happened, but if your Direct Debit has had to be increased this will either be to bring you out of debt, or to avoid you falling into debt based upon your current balance and rates.

I was £200 in credit

Are you on a different tariff to last year? Also, bear in mind that we are heading into the coldest months. If you have one month’s credit in your account, or just over, this generally wouldn’t last for the winter.

I appreciate that it’s never nice to be told your Direct Debit needs to be increased, but it’ll mean that you split the higher cost of the winter months over the course of the winter, rather than making even bigger payments, if that makes sense.