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

Thanks for your input, much appreciated, the house is rented, so i will assume its the landlords responsibility, but OVO didnt report this when they came to change the smart meter, they went back to the office saying nothing about what they found, this is the problem, thats why ombudsman rejected my appeal, so not sure how to fix this, and also OVO hasnt sent me any of the engineers reports, although i have asked for them. the pipe was connected (he said) from the house to the outside meter

Can you not see that those two statements contradict each other?

However that makes no difference to the billing.

Any suspected leak appears to have been from your (landlords) piping.

That piping is not the suppliers responsibility and so the gas that was metered still has to be paid for whether it was used or leaked.

The ombudsman is good at sorting out what is relevant to a billing dispute and what is not, and in this case your argument about who said what when the meter was replaced is not relevant to the disputed previous billing.

The gas was metered, whether it was used or leaked from your (landlords) piping there was no fault shown with the meter, so the gas as supplied and metered has to be paid for.

I'm pretty sure that is also what the ombudsman decision says, but probably in much fancier wording.

And just to be clear here - I am a customer like yourself, I am not employed by OVO.

After months of working fine our home display unit won’t connect to our meter. On closer inspection it is displaying the following info. ‘Electricity meter service issue. Connected to the meter network, but not receiving all electricity meter data. Please wait for service to be restored. 28-2’.

It’s been like this for 3 days. I have tried taking the power lead out and restarting it, and I’ve tried moving it right next to the meter, nothing works. Obviously while power is so outrageously expensive, I want to see what we are using.

Anyone know how to get it connected again? There are no obvious make model labels anywhere on the unit other than some long serial numbers beginning CO422 & BC6E7.

Hi @chaleguy7 ,

Sounds like the IHD needs to be authorised again. Please ask OVO to do that for you and provide them with the 28-2 status code.

Yes well I’ve just tried to do that, unfortunately the person I spoke on the telephone with did not have a clear grasp of basic English, and did not understand what it was I needed them to do. 

*edited by moderator*

So, what now?

Hey @chaleguy7,

I’m sorry for the issues you’re having,

I’m not sure what contact channel you tried previously  but the following should be helpful:

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. 

Thanks for your comments, however, its relevant to me, as he said on inspection there was a gas leak, and showed me the monitor of what is was and what it should be, once again, however, OVO said that the fitter hadnt written any comments re a gas leak...so, I have now asked for a subject access request

What a disgrace this company is!!

Actually on phone to OVO now...35 minutes I've been put on hold now!!!

Gave a brief description of what my call is about and get told can I place you on hold for 2 or 3 minutes....

Do I put phone down and try later or just see how long before anyone actually remembers I am still here!! 

48 minutes…

Does anyone know if it's a free phone call..

I have spent many an (un)happy hour on hold with Ovo, and it’s never cost me anything but my will to live.

But just in case, what number did you call?

1 hour on hold!! 

I give up..I only want a bloody statement..can't get online to view account because it's taking longer to change over for certain customers???

Statements been put on hold???

Time to look for a new supplier!! 

0330.

I don't know if to just put phone down and try again..

​@Jessabby just for future information is there a free number? If so can you let me know please.

Yes of course…

That’s typically a London based VOIP number. But it’s charged the same as 020 and 010, so if they are free on your plan/included minutes then you should be fine.

Edit to add: fine on the being charged per minute aspect, I mean. As for the call, I would hang up. Sometimes calls get lost in the system, that might have happened here. Hopefully if you call back, a different person will answer.

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.

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

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

​  
@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?
  

My idea of a ‘Collections Team’:
  

😄

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