I've got no power supply, national grid confirm it's not a power cut and nothing odd on fuse box - How can I get help from OVO on the weekend?

Hi @Jim Dutton 

Sorry to hear that, I am just a customer like you.

Out of hours support is a general issue in the industry. Your experience isn't unusual unfortunately when trying to get support out of hours.

For electricity out of hours the best bet is either 105 to see if your local network operator can help or sometimes the official ovo twitter or Facebook feeds where you can send a direct message to ovo. You would need to include your name, address, account number and date of birth to get passed security.

Hopefully you will have more luck when ovo opens this morning.

https://www.ovoenergy.com/help#contact_us_container

Ofgem don't handle individual customer issues. You need to raise an official complaint with ovo

https://www.ovoenergy.com/feedback

Then if you are not happy you you can ask the Energy Ombudsman for help

https://www.energyombudsman.org/

If you are not happy you may also wish to post a review on trustpilot

https://uk.trustpilot.com/review/www.ovoenergy.com

Hey @Jim Dutton 

Sorry to hear about the trouble you’re having.

Have you contacted the Support Team this morning like Jeffus has recommended? If the meter is the issue, they’ll be able to get someone out to get that fixed. 

We had a power cut , too. I realized that it was colder outside than inside the fridge, so its contents spent the night in a binbag on the back doorstep, and no harm done. 

Stuff in a freezer isn’t likely to get anywhere near thawing out in a few hours, so just keep it closed and hope for the best.

Yes, and two engineers have just arrived, and are replacing the meter. Fingers crossed it works. We’ve been without power for 28 hours so far. Will have to throw out the contents of our fridge and freezer. 

I haven’t opened the freezer, but I imagine it will be unsafe after 28t hours turned off?

Might be worth checking https://www.foodsafety.gov/food-safety-charts/food-safety-during-power-outage#:~:text=A%20full%20freezer%20will%20hold,food%20to%20determine%20its%20safety.

Thanks!

Just to add: most household contents insurance policies cover freezer contents damaged as a result of a power cut.  

Hey @Jim Dutton 

Glad to hear the engineers have been out to get that fixed.

Like BPLightlog has posted, the freezer should typically be okay for up to 48 hours unopened, but Firedog has also left a great comment maybe worth checking your own policy if you’ve got one? 

Hope everything is back running smoothly again, let us know if there’s anything else we can do to help.🙂

I can vouch for that as well. The terms of my home insurance also cover loss of freezer food - there’s a limit to the value but it’s enough for 99% of cases.

I would suggest you consider carefully as to whether to make such a claim however - you would potentially lose your No Claims Discount which may end up costing you more than what you lost in the freezer.