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K
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katiep
Rank 1
September 2, 2020
Solved

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

  • September 2, 2020
  • 95 replies
  • 27753 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:

 

 

95 replies

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K
Newcomer
King3
Newcomer
September 3, 2022

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

Blastoise186
Super User
Blastoise186Super User
Super User
September 3, 2022

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.

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K
Newcomer
King3
Newcomer
September 3, 2022

My payments 

Blastoise186
Super User
Blastoise186Super User
Super User
September 3, 2022

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.

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K
Newcomer
King3
Newcomer
September 3, 2022

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. 

Blastoise186
Super User
Blastoise186Super User
Super User
September 3, 2022

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.

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K
Newcomer
King3
Newcomer
September 3, 2022

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. 
 

K
Newcomer
King3
Newcomer
September 3, 2022

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. 

Blastoise186
Super User
Blastoise186Super User
Super User
September 3, 2022

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.

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K
Newcomer
King3
Newcomer
September 3, 2022

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. 


 

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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