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

Keep us posted with how you get on @AlexMB. The support team should have access to your old statements in an ‘archive’. 

Ofgem won’t intervene - they don’t handle customer complaints. You need to allow OVO some time to dig into this as well. It’s not fair on them to just immediately escalate to external processes.

The matter of Horizon was arguably a criminal act caused by deliberate data manipulation. Some techs literally remoted in and modified data right as users were looking at it - managers even stated in court that they suddenly saw till float numbers randomly change after counting and being sure they’d verified it. That, and Fujitsu screwing up the entire system in the first place are among the ultimate root causes of the whole series of incidents.

The matter of the SSE to OVO Migration is not - it’s more likely to have been caused by corruption on SSE’s systems that developed over time. OVO has told me that they’ve had to spend an absolute ton of time fixing corrupted accounts that were being migrated over.

You must use extreme caution when making claims like that. It could backfire if you’re not careful...

Hi, wondering if anyone can help me. Been on the phone to customer service, call handler told me she’s placed me on a brief hold, she then took me off hold but remained silent and in the back ground I could hear everyone leave the office and even set the security alarm at 6pm!! I’m now still currently sat on a silent call to an empty office…. Anyone else had this experience? 

We switched Sept 23 to Octopus. Ovo write to us afterwards saying they'd moved us onto a new tariff. We called saying we've left, they said sorry. They then billed us, despite us being in credit. We called again and said not to worry. They have sent us a bill again for £110. It says they've sent a statement to us but they haven't. So we've been billed for something we have no idea about, no explanation what it is for? No statements and we haven't been able to access our online acct for a year as when we do it says they're updating the website etc. this is crazy and it's causing me no end of stress. We aren't paying a penny because we left months ago and you can't bill people and not say what you're billing them for. 
 

we never received a final bill as far as I'm aware. We were in credit though. Any advice. I've emailed and no one has responded. Octopus have been good confirming the switch and sending proof of them taking over the supply. Ovo have been truly awful - their customer service has been nonexistent, don't bill us and not say what it is for? 

Hi @jonfromfleet 

I don't work for OVO. I am just a customer like you 

You could try the official OVO Facebook or Twitter page

They often reply out of hours or will pick it up first thing in the morning.

For example they posted in the last minute.

https://twitter.com/OVOEnergy/with_replies

The ovo team on Facebook and Twitter can access accounts unlike the ovo moderators here. There won't be any ovo moderators on here until Monday 

If you send a direct message on twitter and Facebook rather than a general post on those platforms then include the name, address, date of birth and account number to get passed security. I would include the word Emergency.

A general post should get someone's attention on those platforms.

Be worth them getting setup on the priority service register 

https://www.ovoenergy.com/register-for-priority-services

https://www.ovoenergy.com/help/article/priority-services-register

Personally I wouldn't recommend ovo for vulnerable people. None of the suppliers are great but there are better ones for Emergency support.

social media success. An engineer is coming out between 11am and 2pm. Thank you for your help

Live Chat will ALWAYS be faster: https://ovoenergy.com/help .

Alternatively, please see https://ovoenergy.com/feedback 

Yes thanks. A engineer called Billy came along and replaced the (very) old meter with a new one.

Hello @Eric Higham,

I’m sorry to hear this,

Are you able to explain a bit more about your issue so we can offer some advice here.

When you say ‘on’? Are your meters faulty with a blank screen so you’re not able to take a meter reading? 

Ah sorry! I missed that bit, my apologies. 

If you contact the Support Team they’ll be able to email you PDF’s of all of your previous statements you require. My advice would be reach out to the Support Team via webchat, it’ll be much faster than emailing. 

Hello,

I have a new home. It is currently supplied by OVO and it is owned by a charity. Effectively I am the new tennant. I would like to be the bill payer from now on.

How do I arrange this.

I will be keeping my existing home for a few months until I sell it so I will be paying the existing suppliers to that home for the time being until any sale is completed.

Thank you in advance for any replies