Web chat not working properly

Progress, of sorts:

I bit the bullet and decided to try using my phone. We got one step further before the wheels came off:
  

I’ve been staring at this for half an hour now, though not continuously. 

If no-one else is seeing the same behaviour, I don’t suppose it’s linked to the AI Help trial and it’s just coincidence that both started at the same time. 

Another day, another trial, another failure …
  

I’ve been trying unsuccessfully for days now to make contact with Support. I haven’t tried lying, answering Yes to the bot’s last question, because I suspect that if it worked to connect me to an agent, it would be a PAYG-trained one who wouldn’t have a clue what I was complaining about. 

Any more ideas, people?

I wonder if ​@Ben_OVO didn’t spot my last post because I didn’t tag him? 

I'd go with the ‘saying Yes to PAYG’ option.

If it does connect you to a PAYG agent that's extra information - and if instead it still cuts you off then that points to a different kind of fault.

Thanks for the info ​@Firedog, I’ll get this reported internally. I’ll let you know when I hear back.

I abhor lying! Nevertheless, I followed your advice solely in the interests of science and eventually got through to a PAYG Customer Care agent. I confessed and asked if he could transfer me to a PAYM agent. His response  - “Sure 🙂 No problem” and a few minutes later I reached a Customer Care Specialist in the Zero Carbon Living Team. So far so good - 13 minutes to get this far.

This agent sadly didn’t know the difference between meter readings and usage data, so when I asked if he could retrieve missing data, he eventually came back with meter readings … In the meantime, we had a long (23 minutes!) and unnecessary conversation about Direct Debits. His only advice was to close and re-open the app to see whether the missing data reappeared. I managed to persuade him that he would need help from someone else to get this done, so he transferred me to another agent who didn’t tell me what her rôle is. She eventually agreed to raise a case with ‘the online issues team’ who would take up to a week to get the job done. Chat ended after 1 hour 11 minutes.

It shouldn’t be this difficult to get help. What would have happened if I were off-supply and freezing?

I'd say that as you are a PZH it's not lying but testing.

In this case it's tested the PAYG branch and it works.

So it's the saying “no” to PAYG branch that is broken.

Agreed, so we can probably also agree that this oddity has nothing to do with my browsers or Windows versions or indeed anything else at my end. There must be some combination of account-based factors at the OVO end that cause a legitimate pursuit of a path to Support to be derailed. Let’s hope ​@Ben_OVO’s interlocutors get it pinned down and rectified.

I’m feeling pretty idiotic ATM:
  

I just tried web chat again with a view to solving a meter readings/usage data problem. I got no further than before before the conversation was terminated. ​@Ben_OVO Any ideas? How to find out whether this is just me or whether anyone else is experiencing the same? I can’t ask myself, because agents refuse to chat with me 😐

Hey ​@Firedog 

Ben has raised this internally. He and the other person this has been raised with are onsite this week, so we may be looking towards the end of the week/beginning of next until we do get a response.

I’ve tried to see if this is a known issue elsewhere, or if it’s been raised by anyone else and I can’t see that it’s been flagged by anyone else from what’s available to myself.

Hopefully we get a response on this soon for you!