I’m so sorry to hear of the many challenges you’ve faced when trying to get your mother’s account issues resolved, @KW101.

Just to clarify as I appreciate you’ve tried multiple times to give the Support Team a call, have you been using our call-back request feature? I’m aware that if the line is busy when an advisor tries to reach you this request is cancelled. They should’ve left a voicemail if this was the case.

I’m hoping you’ve since managed to reach the team but do let us know if this is something we might be able to offer advice with here.

They didn't call…. they had ‘technical’ issues.

However, frankly, I have been trying to rectify this issue since the 2nd June, 5 working days should be your tag line …. every time you speak to somebody new.  Apparently now it is being dealt with by an advanced resolution specialist, so having done what should have been done at the start of June, I've now been told it will be 10 + working days.  An absolute joke and absolutely everything has been out of our control, it is all down to errors on Ovo and or SSE’s part.  

I have spent in excess of 7 hours over the course of nearly two months trying to sort this out, perhaps a bill for my time is the way forward.

I am not able to contact the support team to discuss an error on my account . I have e mailed, tweeted posted on Facebook and tried to use the online chatbot!  I tried as soon as the service supposedly opened and it is just saying it is too busy to help ! What to do ??????? 

You would do better to phone them if you possibly can. I called this morning, and got through within minutes.

The number is : 0330 303 5063

Thank you I’ll try that !!! 

June ours has been going on since March, it now seems our smart meter is not even registered with the National Register and never has been even when we were with SSE. Of course we never asked to change to OVO as we were with then before and that was a disaster.

It took a supervisor 5 minutes to find this fault, why did the department responsible not?. They have now been told to sort it out. Meanwhile they have over a £1000 of my money sitting in their account. Will it ever end

Hi @Jamesfm you can check yourself who is your registered supplier at any time if it helps in the future

Once you know the network operator, you can ask them who your supplier is, e.g. OVO, SSE

https://www.energynetworks.org/operating-the-networks/whos-my-network-operator

I’m so sorry to hear you’re still waiting for things on your account to be fixed, @Jamesfm.

As you mentioned your meter details are not yet registered on the national database, I wonder in the information given in the topic below might be helpful.

I’m hoping the Support Team have already taken action to get this one sorted - Do let us know if you need more general advice here.

I checked the data based and it shows as registered with another provider, not either SSE or OVO for my post code.  So clearly a week later no further forward.

I have tried to call Ovo 5 times and each time been cut off after 30 mins ? 

Hi @King3 ,

What were you trying to call OVO about? As a forum volunteer I might be able to answer the question here on the forum. If I can’t answer it, I’ll try to recommend the next steps.

My payments 

Ok, but what was it about your payments you wanted to talk about? To be able to help you figure out your options, I’ll need to know more about what it is you were looking to do.

I wanted to discuss a payment plan but 5 times was cut off before they answered after 30 mins each time. As you can understand it is a very stressful time for everyone and this appalling customer service only adds to customers anxiety. 
Thanks for trying to help but this is obviously not the place to sort out a plan plan. I will await a reply to my complaint  email and if I don’t get a reply I will cancel my DD. I’m sure they will quickly get in touch at that point. 

Thanks for the info. That actually helps a lot.

In that case, the best number to call would be the one for the Collections Team on 0800 069 9831. If you still want to handle this as a complaint, make sure to send it via the contact form at https://ovoenergy.com/feedback so that it gets sent through properly.

That is the number I called 5 times and was cut off after 30 mins each time. 
you can understand how frustrating this is when customers are already anxious and stressed. 
 

I have already sent a complaint early today. 
i asked about calls on the forum as I thought there may be a problem with the telephone lines. 

The lines are working normally, I think they’re just getting constantly jammed up by huge call volumes. It should calm down at some point in the next few weeks.

Shocking customer service to cut customers off. 
i pay my bills on time and I expect to be above to talk to Ovo if I have a query. I understand they are busy and waiting isn’t a problem but cutting my off 5 times is  bad customer service and is not something I expect from my energy supplier. 
even the message is wrong it’s says you will be answered in less than 10 mins. 

After having a dispute with my gas bill and an incorrect smart meter reading, the agent I spoke to promised OVO would contact me back to resolve the problem…….I’m still waiting!

How long should I wait before I try and speak with an OVO agent once more?

Hi @King3,

I’m sorry you’ve had issues trying to get through to our Collections Team.

As @Blastoise186 said it may have been due to the lines being busy. They are open Mon- Thur 8:00- 20:00, Friday 08:00- 18:00 and Sat 09:00- 14:00, it might be worth trying to call either in the morning or evenings when lines might be quieter. 

Another way to get in contact with our Collections Team is through our Support Team. They can call collections internally and transfer the call through. In the meantime have a look at these resources which may mean you don’t need to call in:

Price rises: we're here to support you

Here’s the latest information on rising energy prices, and how we can help 

Energy Bills Support Scheme

This page has all the information that we and our call centre team have on the Energy Bills Support Scheme right now. 

Ways to get financial support

If you’re struggling financially or you’re worried about your energy bills, we’re here to support you. Find out about the different ways we can help here.

I hope this helps.

What utter nonsense. You are saying people are being cut off because your lines are too busy, as if that’s a perfectly justified business practice.

Appalling customer service. 

Hi @Rootbeer ,

If you need help with something, I might be able to answer your question here as a forum volunteer.

It’s worth noting that just about everyone at OVO is working flat out to try and keep up with huge contact volumes. Whether that be the Social Media Team absolutely smashing up Facebook, Twitter and Trustpilot right now, the teams on the phones racing to keep up with all the phone calls, the support agents running the live chat with up to three members at once each, or the 10 or so independent forum volunteers (and two moderators!) absolutely crushing the task of juggling lots of forum threads in our own time while also balancing our real jobs… We’re all doing our best and my heartfelt thanks go out to literally everyone helping out! Your patience and understanding is appreciated.

Hi,

I too have been trying to call  the numbers listed in OVO help sections and repeatedly being cut off. I am also currently trying the web based messaging system and have been waiting 2 hours for a reply.

To summarise, I have received a notification that my direct debit needs to be increased despite being over £440 in credit and pro-actively manging my energy usage (currently just over £40 per month). As far as I can tell, the ‘predicted’ shortfall does not take into account the £400 energy support scheme either. Is there any other way of actually contacting OVO, as if my direct debit is increased simply because there are no staff available to take calls or answer messages, then I will simply cancel my direct debit.

Hey @Alf,

Welcome to the OVO Online Community.

I don’t have access to your account or any notes so I won’t be able to give you a timeframe, it depends on what the issue is and the team it has been raised to. 

I’d recommend getting in touch with the Support Team through web messenger to ask for an update on this. 

Keep us posted with how you get on!