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Rank 2
Robbo2716
Rank 2
September 26, 2025
Solved

Telephone lines closed

  • September 26, 2025
  • 10 replies
  • 460 views

Hi

 

Im trying to phone OVO to discuss my account.

I confirm all the security stuff then it gives me 3 options -

1. Give a meter reading 

2. Make a card payment 

3. Hold for anything else

 

I hold then it says "sorry you can't get through, we're closed right now." Even though they're open!

Been trying to speak to them since yesterday. Anyone experiencing this or have an alternative number to 0330 303 5063?

 

Cheers

Best answer by Chris_OVO

Our main phone number is up and running! We have a few systems in place that help us keep track of customer details and redirect calls based on certain situations. It seems that one of the alternate routes for this number was accidentally set up incorrectly, which led to some callers hearing a closed message. We've worked to fix that to ensure everyone can reach us easily!

 

If you have any further issues please let us know. 

10 replies

Blastoise186
Super User
Blastoise186Super User
Super User
September 26, 2025

Hi ​@Robbo2716 ,

They’re open right now! Try again and let me know if they still don’t work. I just tested the system though and it seems fine.

Otherwise, try Live Chat via https://ovoenergy.com/help 

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
R
Rank 2
Robbo2716Author
Rank 2
September 26, 2025

Hi Blastoise186

 

Ive tried again and have used a different phone to call and im getting the same issue....

Blastoise186
Super User
Blastoise186Super User
Super User
September 26, 2025

Hmm… Could be account specific…

Try reporting this via Live Chat at https://ovoenergy.com/help - someone will investigate once you give the heads up.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
Chris_OVO
Community Manager
Chris_OVO
Community Manager
September 29, 2025

Hey ​@Robbo2716,

 

I hope you’re doing well! I haven’t heard of anyone else experiencing issues, but have you had a chance to reach out to Support? They have several ways to get in touch, like calling or live chat. You can find all the details in the article below. 

 

I hope this helps! 

Renewable energy jokes never get old.
V
Newcomer
vkrishnan89
Newcomer
September 30, 2025

I’ve just experienced the same thing so you’re not alone! Called at 9.18am.

Chris_OVO
Community Manager
Chris_OVO
Community Manager
September 30, 2025

Hey ​@Robbo2716 & ​@vkrishnan89,

 

Could you both send me a private message with your account numbers and i’ll ask the team to do some digging? If there’s a problem with calling through then we can investigate what’s causing it. 

Renewable energy jokes never get old.
Chris_OVO
Community Manager
Chris_OVOSolved
Community Manager
October 13, 2025

Our main phone number is up and running! We have a few systems in place that help us keep track of customer details and redirect calls based on certain situations. It seems that one of the alternate routes for this number was accidentally set up incorrectly, which led to some callers hearing a closed message. We've worked to fix that to ensure everyone can reach us easily!

 

If you have any further issues please let us know. 

Renewable energy jokes never get old.
Nukecad
Super User
NukecadSuper User
Super User
October 13, 2025

Are you sure about that ​@Chris_OVO ?

I’ve just hung up after about 40 mins on hold.
(I’m on a phone registered to PRS too, but that didn’t appear to be recognised).

It could be an expensive way to listen to music depending on your phone contract.

OK it is Monday so I’ll try again tomorrow, or might try the webchat later.

I said, Hey - Watts going on.
Chris_OVO
Community Manager
Chris_OVO
Community Manager
October 14, 2025

Hey ​@Nukecad, 

 

The problems I mentioned earlier happened because a call grab didn’t route the call to the right queue, which caused some calls to drop.

 

I’m really sorry for the inconvenience! I understand you had to wait, but it seems you didn’t run into the same issues.

 

I hope you were able to connect with someone now, especially since lines get busier as winter approaches.

 

If there’s anything else you need, just let me know.

Renewable energy jokes never get old.
Nukecad
Super User
NukecadSuper User
Super User
October 14, 2025

Hi ​@Chris_OVO

 I used the webchat this morning and eventually got sorted out.

(At least close to what I wanted, see the PZH thread for a longer report).

I said, Hey - Watts going on.
    Terms & ConditionsAccessibility statement

    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd