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Rank 1
katiep
Rank 1
September 2, 2020
Solved

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

  • September 2, 2020
  • 95 replies
  • 27760 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

Show previous replies
H
Rank 2
Hadders52
Rank 2
January 25, 2023

Thank you for this. I hadn’t factored in the VAT but will check that tonight. That might explain some of the discrepancies, but I think my on-line account must still be showing my tariff from January 2022 rather than 2023.

S
Newcomer
Sprout
Newcomer
February 6, 2023

I’ve tried to call to submit my meter readings but I get a recording that they’re closed right now but will be open from 8 AM.  It’s 8:45. Can someone tell me the actual time they are open please?

BPLightlog
Super User
BPLightlogSuper User
Super User
February 6, 2023

I thought it was from 8:30. There are other options 

https://www.ovoenergy.com/help/how-to-submit-your-gas-and-electricity-readings

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    S
    Newcomer
    Sprout
    Newcomer
    February 6, 2023

    Thanks for your reply. Since it’s after 8:30 as well, I think I should wait and call this afternoon.   At the moment, calling with my readings is my only option but thank you for the link.

     

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    February 6, 2023

    Strictly speaking, if you’re able to use self-service, it’ll be MUCH faster. The lines are open now, but if you can use the self-service meter reading option - it’s usually one of the first options - you can get the job done in about 90 seconds in most cases.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    R
    Newcomer
    Red-Pete
    Newcomer
    February 6, 2023

    How long should I wait for I actually get to speak to someone, either on the phone or webchat???. I’ve been on hold for over 45 mins on the phone and have moved 3 places from 18 to 15/in an hour on webchat. Ridiculous 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      February 6, 2023

      It’s Monday, suppliers always get smashed to pieces on a Monday. If you need to speak to Support you may want to wait until tomorrow.

      What were you wanting to ask? I might be able to offer advice.

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      R
      Newcomer
      rrawlins
      Newcomer
      February 6, 2023

      I waited for 30 minutes last week on the phone; the webchat bot was ridiculous -  I was 345 when I logged on and 305, I think, when I logged off half an hour later.  On the plus side, when I did speak to someone they were very helpful, even if my issue is still unresolved, as I’m now waiting for the tech department to enable my account activation.  I certainly wouldn’t have chosen to switch to Ovo, but I wasn’t given that choice - I was simply migrated from SSE.  I’ve also seen a significant increase in my direct debits since moving, despite my energy usage not increasing.

      juliamc
      Rank 20
      juliamc
      Rank 20
      February 6, 2023

      If it’s your bills you’re phoning about it’s probable that you need a Read Dispute. 

      Something to read while you’re on hold… 

      G
      Newcomer
      garystokey
      Newcomer
      May 3, 2023

      does anyone know if there is a problem with the ovo support contact number 0330 303 5063

      been phoning from mobile and home phone during the the day and it just says something is wrong try again

      and also the whatsapp chat get no answer

      anyone have a alternative number

      Show more replies
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      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