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

@Tim_OVO 

I think if you were able to send a direct message to this customer to get their details, you could then get an advisor to make contact with them.

Hey @Smeagol57,

Sorry for the issues you’ve been having.

For this kind of situation our team would first need to locate the payments. I’d advise contacting Support with the following information:

1. Date and amount of payments
 

2. Method/type of payments and any possible reference...
 

Reference type:

• If it was by Direct Debit- include the reference as shown on the bank statement, sort code, last four digits of the account
• BACS (bank transfer) such as one time payment order, standing order, payment plan (please include sort code and last four digits of bank account) and any reference that was used for the payment
• For a card payment:

- Was the card payment made over the phone through the automated phone line? Over the phone with a customer advisor? Or through the App/website? Please also include the last 4 digits of the card number. 

3. Proof of payment - We’ll also need a screenshot of the bank statement

If they paid by bank transfer; When they made these payments did they include your postcode and OVO account number as reference? If they didn’t this might be why the payments haven’t been added to your account.

Hope this helps. 

After 8 months of SSE/OVO buck passing I’m really really really tired trying to get an electric meter installed in a new house for my severely disabled son. 

My wife was dying of cancer when we set out  on the SSE/OVO journey. She passed away having phoned, messaged, emailed so many of her last hours on this earth trying to futureproof life for our son. I continue her work with OVO hold music a soundtrack to my grief

Apparently an engineer was coming to install a meter yesterday the mail said. Took day off. No engineer, no communication, no apology.

I now keep a spare phone waiting on customer service while I work. Much quicker it seems to Whatapp with OVO.  Still waiting on that and simultaneously on call……...so so fed up.

Now I ‘m through on my call I’m with the historic team and I’ve just been popped on hold for 3 to 5 minutes. Think that was maybe 30-40 minutes ago, I’ve lost track of time ….I wait and wait and wait and wait….my mind slowly dissolving to apathy.

Hi @ovoaredestroyingmymentalhealth, thank you for sharing this deeply personal and difficult experience. I’m so sorry to hear of your loss and I want to help as best as I can. 

If your son had an appointment for an engineer visit and they failed to turn up without giving at least 24 hours notice, £30 compensation will be owed. 

I’ve asked our Forum_Support team to reach out to you via a private message. I’m not sure of the situation with the meter at your son’s house. Whether it already has a meter and he’s getting a smart meter upgrade, or if there’s no meter and no supply. If there’s no supply, this is an emergency that needs an engineer visit today. Please call to arrange that: 0330 303 5063.

If he isn’t already, I’d recommend your son is part of the Priority Serviced Register.

Hope this gets resolved for you shortly. 

Why say your chat line is open from 9 till 2 on a sat then get told at 0946 you've had to close early??? You make it practically impossible to speak to anyone but then when you're conning people out of money by using false figures on gas readings then I doubt you want to speak to customers

Hey @Sgrk900 ,

It’s actually just a bug in the live chat tool. You can avoid it by telling the bot you don’t have an account. You only need to do this on a Saturday for now.

The bug has been reported and a fix is on the way.

Ok I'll try that. Thanks 

im a landlord my tenant has gone theres no gas. icant seem to get through to ovo on the phone massive waitng times any suggestions

Hi @barry burton ,

Try the options at https://help.ovoenergy.com . There’s Live Chat there.

Does anyone have a contact number for OVO that they will actually answer?

They appear to have removed from their APP & Web site any real functionality to contact them or request a refund.

The only number that responds after a fashion is the 03303035063 and that has only one option that works and that is to hold on for hours