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What is the best way to contact OVO customer service / support team?

Forum|Forum|5 years ago
September 2, 2020
95 replies
27763 views

I would like this issue to be addressed by a moderator.

I have spent over two hours on two separate calls, trying to get through regarding a faulty gas meter and despite online contact and calls, I haven’t been called back or emailed back.

The property in question houses vulnerable adults and a gas meter is not operational. How do you manage to get the help that you need?

Best answer by Jequinlan

Updated on 20/04/26 by Ben_OVO

Our Support team’s webchat opening hours are:

8am - 6pm Monday to Friday
9am - 2pm on Saturdays

You can see all open contact channels via our Help Centre, or on the topic below:

Further Weekend Hours

If you need to contact the team on a Sunday, our Social team is able to support you. Send us a message on Facebook, X or Instagram. This team is also able to schedule an emergency meter appointment if needed. More info on what to do in an emergency here.

OVO Pay As You Go

Part of OVO PAYG, you can chat with OVO here. Just click the green chat icon at the bottom right of your screen. Or call them on 0330 175 9669 – they’ll be happy to help.

You can also use the British sign language service to get in touch.

Collections

Collections can be contacted by web chat from 8am-6pm Monday to Friday and 8am-2pm Saturday, and by phone (0800 0699 9831) from 9am-5pm Monday to Friday . Start a webchat conversations or or call with our Collections team here. Also you can see our page on payment support here.

What can I do myself Online or on the App?

There’s also plenty that you can now do yourself on your online account. Find out more on our Online Account Tutorial Collection:

Show previous replies

Blastoise186

Super User

In case it helps…

Ofcom (please don’t confuse that with Ofgem!) rules state that 03 numbers must not cost more to call than any 01 or 02 number and must be considered as included and in-scope of any inclusive allowances that the caller has on their line. So if - for example - you have Unlimited Calls/Minutes to UK Landlines and Mobiles on your mobile phone contract, then that must include 01 ,02, 03, 077, 078, 079, 075, 074 , 073, 072 and 071 (and future additions that fall into these categories) with the exception of 076 (Pagers) and 070 (“Personal Numbers”) which are never considered part of inclusive allowances, and you pay nothing extra because they’re all part of your inclusive minutes.

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!

Firedog

Super User

… just for future information is there a free number?

You can try 0800 012 1232. It might work ...

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |

Emmanuelle_OVO

Retired Moderator

Hey @Jessabby

Sorry for the experience you’ve had, it sounds very frustrating.

Did you manage to get through? Webchat might be a better option.

Customer Support OVO

Our Support team’s web messaging and WhatsApp opening hours are:

8am - 6pm Monday to Friday
9am - 2pm on Saturdays

You can see all open contact channels via our Help Centre.

If you need to contact the team on a Sunday, our Social team is able to support you. Send us a message on Facebook or Twitter from 9am - 5pm. This team is also able to schedule an emergency meter appointment if needed. If you have a gas leak, power cut , or Pay As You Go emergency, get emergency help.More info on what to do in an emergency here.

SignVideo is a free service that connects British Sign Language (BSL) users to our advisers through an online interpreter. Their opening hours: are 9am to 5pm Monday - Friday.

Collections Team:

Collections can be contacted by web chat from 8am-6pm Monday to Friday and 9am-2pm Saturday, and by phone (0800 0699 9831) from 9am-5pm Monday to Friday . Start a webchat conversations or or call with our Collections team here. Also you can see our page on payment support here.

Got a complaint?

You can raise a complaint by contact Customer Support, you can find out more about our Complaint Procedure here.

Renewable Energy? Big Fan.

Firedog

Super User

Our Support team’s web messaging and WhatsApp ...

Collections Team:

Start a webchat conversations or or call with our Collections team here.

@Emmanuelle_OVO Those two links, hiding different URLs, lead to the same page.

I’m not entirely sure what the ‘Collections Team’ do, but are you sure that @Jessabby needs to contact them?

… I only want a bloody statement..can't get online to view account

My idea of a ‘Collections Team’:

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |

Nukecad

Super User

My idea of a ‘Collections Team’:

😄

I was thinking more on the lines of the Antiques Roadshow, or maybe museum staff.

I said, Hey - Watts going on.