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

What did you need help with? I might be able to recommend options.

I rang them yesterday at about 14:30 and as @Blastoise186 has mentioned in other threads there is a delay at one point in the options “merry go round” when you have to wait before you are presented with more options. I then only had a short delay made worse by excruciating music, but otherwise I have no complaints.

I suppose it depends on the option you require, time of day, and pure luck. It’s no help, but I can only suggest you keep trying. From my experience so far it’s way better than my internet provider.

What I found lovely was that you get through to a real call centre, not someone ‘working’ from home who can’t wait to get rid of you so that they can go out shopping. 😉

There is another factor as well. If your account has been upgraded to the Account Management Team service and has the AMT flag on it, you get redirected to your AMT squad rather than going into the general queue - and this MASSIVELY speeds up response times.

My fastest pick-up time in the last few months has been about 10 seconds.

Hey @Rickj,

Welcome to the OVO Online Community.

We might be able to offer some helpful advice 🙂

I spent a long time this morning attempting to do 2 things via Customer Service online “Message Us” help,  this was because of limits on the amount of refund I could ask for and a limit on the Direct Debit change I could request, clearly both automated responses.

The Customer Service Agent was unable to handle both, requiring me to go through it all again for one or the other after waiting at least 24 hours. Then, before helping complete either task, responses in the “Message Us” window just stopped, with no explanation. As I said in those messages: “I have been puzzled by the way OVO has fallen in the rankings of suppliers when assessed by Which? My experience had been of a helpful, customer focussed company, now I am starting to find out that things have changed.”

This is what I am now seeing: “An Advisor will be with you as soon as one becomes available. You are currently position 1 in the queue. Thank you for your patience” My first contact was at 9:31 this morning, nearly 3 hours ago.

Am I merely unlucky or has anyone else experienced difficulties dealing with OVO through “Message Us” Customer Service?

I have now had a helpful agent complete part of the task for me and who also agreed to  message the first agent about the initial abandonment (perhaps it’s a training issue?)

I have been trying to contact OVO since 21st December with a simple question, but have had no response other than hello@ovo is no longer monitored and from complaints@ovo saying I am not sending from my registered address, which is not true.

I have not had an account statement since 1st December, but again no reply to my emails about this.

I have just posted a letter to OVO - in this day and age !!!! - to try to get some sort of response.

I have been a customer of OVO from the very earliest days. What has happened to what was once a very good customer service?

Your best options are actually to use Live Chat via https://help.ovoenergy.com or phone 0330 303 5063. Email has always been the slowest option and OVO is currently focused more on the faster routes.

Letters sent in by post will still receive a full response however.

Any time I look I only see: “Messaging is unavailable now”

I am unable to sit on hold on a phone call while at work.

It’s working for me right now