Hello @ottzbottz,

I’m really sorry the engineer had to re-arrange, this is an unfortunate situation that may happen from time to time. But that doesn’t make it less frustrating.

Are you able to call the number which you were sent a text from? As this may be the engineer. Unfortunately, as it’s a free service that’s offered, customer’s won’t be eligible for any compensation for any missed appointments.

The engineer themselves will contact customers directly to organise appointments, so you won’t be able to re-book this through our Support Team.

Please keep us posted with how you get on.

Hi @Emmanuelle_OVO sorry no, the text doesn’t have a number attached. It just comes from Ovo Energy.

Surely I must be able to contact someone? How do I sort this out? Can someone contact the engineer for me? Plus they didn’t rearrange yesterday’s appointment, they just didn’t turn up! 

There is a team that has been set up to manage OVO’s customer support package, which our Support team can contact. They may not be able to take on the call but they are well placed to know how these appointments should work. Personally I’m surprised you aren’t involved in the date and time of the engineer visit. Then there’s the repeated no shows. Something seems odd. 

When you have a second, please call our Support team so they can pass this on to the right team:  0330 303 5063

I have spent over two hours waiting on different chats and phone calls today past over to six different numbers (two of those numbers were not actually connected!) going round and round in circles. This is after sending an email over two weeks ago and getting no reply. I was told I was eligible for a free service in November last year and was told that I would be given a date within four weeks and have heard nothing since. 
please please can someone tell me who to speak to? 
The last woman I spoke to said I needed an account number (not my ovo account number) and gave me a phone number that didn’t work!

not one of these though 013830431851 03303035063 03450786771 01173226916

Did you sign up to the service then @Leah ?

If so the details are here

https://homeservices.ovoenergy.com/static/ipid-essentials-v3-8fe7a4d8e306f5e41005cda127a7858a.pdf

Also just tried 01383270891 corgi number (from a previous post) - person I spoke to didn’t know anything about the boiler service so please don’t give me this number

Sorry .. just another customer trying to help ‍♂️

That link was for home emergency service?

I want someone to speak to about my free boiler service as part of the emergency energy fund please

Do you mean this: https://www.ovoenergy.com/customer-support-package 

This is from OVO’s boiler and heating cover page - might be worth a go:

How to get in touch

If you have a question about our boiler and heating cover, you can call 0330 102 8905 and speak to one of the team.

Pay monthly for a Boiler Service plan, recently OVO taken this from SSE ...another £5 a month I might add! Booked service fir today, OVO confirmed and even had reminder yesterday. NO SHOW! Waited in for 4 hrs no call, or text. Anyone else experienced this thanks

Hey @Alioops welcome to the Forum.

Sorry to hear that no one turned up last week for your appointment, that’s really disappointing.

Have you been in touch with the team yet to reschedule the appointment? You can give them a call on 0808 258 4988, or get in touch via their webchat online.

Same issues trying to get an appointment. App initially would only offer one day in a month. It now does not work. Called last week and was told an engineer would contact me but I’m still waiting. Also I joined as you promised a £100 energy credit. Six months in and still not received. Numerous calls made and passed backwards and forwards. Escalated to the complaints team but was told this offer has expired. I joined six months ago and had to wait as per terms and conditions for the payment. Feel cheated and have zero trust in OVO as a company now. Will be cancelling everything when my fix term ends In January. 

Hey @heselectric

Really sorry to hear of the experience you’ve had.

You don’t have to accept the resolution from the complaints team if you are unhappy. You can head to our website for more information about our complaints process. 

Step 4 – Taking things further

We will do everything we can to resolve your complaint as quickly as possible. In a small number of cases it might take longer and if it’s taken over 8 weeks, you can speak to the Energy Ombudsman. We may also write to you with a final decision that you disagree with. This is called a ‘deadlock’ letter and you can also speak to the Ombudsman if you are unhappy with our actions. The Energy Ombudsman provides a free, independent service.

They’ll review what’s happened and how we’ve handled your complaint. First, they’ll look at everything we’ve done so far with your complaint. Then they’ll decide if we should have done more – and what we need to do to put it right.

Here’s how to get in touch with them:

• Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
• Email: enquiry@energyombudsman.org
• Website: www.energyombudsman.org
• Post: Energy Ombudsman, PO Box 966, Warrington WA4 9DF

Helpful to know – you don’t have to accept their decision – but we have to.

Thanks for the reply. I have now been refunded.