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

Hey @thefinalfrontear ,

I think I know the circumstances for this one. Try giving 0330 303 5063 a call in the morning. The Support Team might be able to do this for you. Depending on whether that charity has a special agreement with OVO or not, you might be able to take control of the supply.

It sounds like they’ve recognized it’s an OVO issue, and failed to close down the account when you switched. Hopefully this gets sorted now.

Please pop back if you have any further issues @twine. 

@Colin Wheeler Have you made any progress with Ramans team or the Energy Ombudsman?

A longstanding issue with our trad PAYG meter was fixed by us getting a new meter, then 10 days later a smart meter. All good, but there was £120 on our old cards which the original meter couldn't read (failed contacts). I raised a complaint about how long it was all taking to sort out, with us having had no gas for a total of 5 weeks. Now OVO won't speak to me. The complaint handler gave me a phone number that doesn't work, rang me while I was at work but never tried again (one week and counting). When I rang the normal number they rudely told me to wait for the complaint handler to call me. They said it will take 4 to 7 weeks to put the money onto our smart meter. They could end me gold coins by donkey quicker than that - whAt must I do to get my money back? 

Hey @Patient1,

I’m really sorry to hear this,

Are you with OVO PAYG or Boost? 

OVO worse luck. My partner says it may now have been done, I'll see later. All so painful. Total 5 weeks off gas.

Hey @Patient1,

Was this resolved when you checked? What’s the latest? 

Yes it is finally resolved and compensation agreed.

I see you’ve updated page 1.

I’d still just like to phone someone if I have a query or issue, rather than use 3rd party companies like WhatsApp or Facebook.

Really can’t believe that you guys trust/palm off to other companies to handle complaints etc.

Just have a tel number, an email address and the chat on your website. That’s all we need.

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.