Web chat not working properly

I can’t seem to reproduce this - it’s working fine for me

Thanks for trying! Were you asked whether you have a PAYG meter? Then, assuming you answered No, what happened next? 

Managed to trigger the route, but it still connected just fine.

​@Chris_OVO Sorry to bother you, but this problem persists. I’ve tried various different queries which all eventually lead to the bot asking if I’d like to talk to an agent. I say Yes, it asks whether I have a PAYG account, I say No and the conversation is terminated. I have reproduced this many times today. Here’s one of the conversations, copied and pasted from the chat window:
  

Note specifically the last three timed lines. Why would the conversation end if I don’t have a PAYG account? Is there perhaps a different process for PAYM customers that I haven’t discovered? 

​@Firedog could you try using it on a different internet browser and see if you get the same issue?

​@Ben_OVO Thanks. I’ve tried two different ones; I’ll try the third tomorrow (too late for today ☹️)

Morning ​@Firedog,

Please let me know how you get on, and also what browsers you’ve used. I’ll get this reported internally for you. Thanks!

Morning, ​@Ben_OVO 👋

I’ve just tried web chat again in two different browsers:

• Microsoft Edge version 140.0.3485.66 (Official build) (64-bit) and
• Microsoft Edge version 142.0.3564.0 (Official build) canary (64-bit) 

with depressingly identical results. The OS is:

• Windows 11 Pro v. 25H2 build 26200.6718 updated 17/09/2025. 

This was the end of the last conversation:
  

It makes no difference whether I launch the chat from the Chat with us button or the fancy little Open Messenger button in the bottom corner of the page OVO Energy Customer Help and FAQ.

Could the fact that I’m on the PSR have a bearing, if there’s some unsuccessful redirection going on?

Hi ​@Firedog  Whilst that does look like an issue in the webchat…..

I will make the observation that your Windows 11 25H2 is still an insider/beta release at this time, so although it is close to official release it is still an unfinished version.
Just to rule it out as a possible cause then maybe try from a machine with a fully released Windows version?

Thanks, but not really. It’s the Release Preview, so unlikely to change before going gold sometime very soon. I can’t imagine how it could have any bearing on how the chat works, and in any case I don’t have another computer to try on. I don’t really see how the browser version could affect the performance like this, either.  It feels as if something’s going wrong with redirection (e.g. to PAYG or PAYM agents), possibly combined with the PSR redirection.