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

Hi @garystokey , I’ve just tried calling and it makes a connection  - although they are closed at the minute. 
It’s the correct number. You can try social media as an alternative 

Customer Support  -  tel:03303035063

Webchat  -https://help.ovoenergy.com/#contact_us_container

or via direct message to their social media channels 

Twitter  -  https://twitter.com/OVOEnergy

Facebook  -  https://www.facebook.com/ovoenergy

They don’t answer the phone. The chatbot joke should be renamed the cutyouoff bot.

Get through and they are brain dead at best. Totally useless.

Anyone have an email address for them. My future annual gas consumption has been frozen in time for more than two weeks now.

Never seen a company go so downhill so fast, well, maybe Enron!

OVO prefers not to use email these days as it was taking too long to respond. It is MUCH faster to use Phone, Live Chat, WhatsApp or OVO’s social media channels.

Your contact options are at https://help.ovoenergy.com and https://ovoenergy.com/feedback .

 i had a massive gas bill from them, so OVO suggested a new smart meter as the old one wasnt sending readings, upon installation of the new smart meter, the engineer tested the gas output as there was a significant  smell of gas, he showed me his gas level meter and explained to me what it was and how it should be and it was leaking gas, he said the pipes outside were corroded and rusty, hence the gas leak. And I then disputed with OVO the gas bill, and they dismissed it, so I went to the ombudsman, upon investigation  OVO had not recorded what he found and said there was no gas leak, according to OVO. 

They are still denying there was a gas leak and have never sent me the installers records.

You say that you went to the Ombudsman, so I’d be interested to know what the Ombudsman decision/direction was.

You say that your large gas bill was from before a new meter was fitted, and you now suspect that it was large because of a leaking pipe.

If any gas being leaked was being metered then the leak must have been on your side of the meter.
Obviously a leak on the input piping to the meter would not be being metered.

The piping to the meter, and the meter itself, are the responsibility of the gas supplier/distributor.

The piping on the consumer’s side of the meter is the consumers responsibility.
ie The pipes from the gas meter to your boiler/cooker/gas fire are your pipes.
It doesn’t matter if they are outside or inside the property, the pipes on your side of the meter are yours and are your responsibility to maintain.

So any corroded/leaking piping on your side of the meter was/is your responsibility to have repaired or replaced - by a gas qualified engineer and at your cost, it’s your piping.

Any gas lost due to a leak in your piping is therefore your responsibility and you have to pay for it.

(If you do have a leak in your piping then you should turn the big lever handle at the meter to cut off the supply until you can get the leak fixed).

However there is another point that arises.
if the engineer fitting the new meter thought that there was a leak on your piping then he should not have connected the new meter to that leaky piping.
For safety he should have left you disconnected and without gas until any leaking pipework had been fixed.
So it’s possible that the supplier may be responsible for a leak from you pipes after the new meter was fitted, because if a leak on your pipes was know about then then for safety reasons they should not have reconnected you at all.

That doesn’t alter the fact that you are responsible for any gas that was metered before the meter was changed, and so are responsible to pay for it whether it was used or was lost from your leaky pipework.

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?