Gas supply cut off for three days- Meter says 'Call Help'

Hi @Customer666 ,

I’ve let the forum moderators know. They’ve asked the forum volunteers such as myself to flag cases like this one. If they see the alert today, they’ll aim to respond.

“Call Help” indicates a serious meter fault, it’s always vital that you immediately call the supplier if you ever see that warning.

In the meantime, I strongly recommend that you keep talking to Support via Live Chat at https://ovoenergy.com/help 

I have the same problem been without supply for 5 days they keep telling me someone will be out within ¾ hours and no engineer yet called 3 times today 

Hi @Catherine mcc 

I’m really sorry to hear about this, have they been out to you yet or are you still off supply?

As Tim_OVO said, if they’ve been missing appointment’s without any notice, you may be entitled to £30 compensation for each one they’ve missed without letting you know.

Finally after yet more calls the engineer is just away and we’re back on 

Hi I can’t quite believe the situation we’ve been left in.

we have a traditional pay as you go gas meter. Earlier this afternoon (Christmas Eve) the meter started displaying “call help”. The meter was very low on funds (below £2) and would not allow me to top up. I believe this is caused by a fault in the valve in the meter.

i called the emergency OVO line but they informed me that they would not set up an emergency call out until I had ran out of gas, and to phone up when I had. I repeatedly made the point that although I hadn’t ran out, I soon would so couldn’t see the point in delaying the call out. But no, two separate advisors refused and breezily told me to phone back when I’d ran out of gas.

An hour later, and we’ve ran out of gas, but OVO have closed all helplines for the evening. I’ve tried the national gas helpline (who also couldn’t believe the advice OVO had given me, but said because it was a meter fault, they couldn’t help.)

I literally can’t believe those advisors sat there, knowing that I would lose supply to my home in a matter of minutes and did absolutely nothing.

So here I am. Christmas Eve. Two children under the age of 5 in my household (which OVO ARE aware of, gale force winds, and zero gas.

Is there anybody out there that can help?

Hi @Andy55 

I don't work for ovo, i am just a customer like you.

You could try the OVO twitter or Facebook pages

 I don't know if they are working or can action this.

The ovo staff their have access to accounts

If sending a direct message rather than a general post on Facebook or Twitter include your name, address, account number and date of birth to get past security. Include the word Emergency along with any other message.

https://www.facebook.com/ovoenergy

Else it is a matter of waiting until 9 am in the morning for the phone lines to be open

Have tried the twitter route thanks, god I hope it works. Can’t believe have been left in this situation.

Hey @Andy55,

I’m so sorry to hear this,

Did you manage to get it sorted?

Hi Emmanuelle. I eventually got sorted yes. But I really think OVO need to look at their protocol on this and feel like I was treated poorly by the two advisors I spoke to.

they both said I would have to phone back when the gas completely ran out, but neglected to say “the whole of OVO is clocking off for the night, so there will be nobody to help you when you do”. I repeatedly explained that we were so low on credit that I would run out by the time an engineer was available anyway, but felt like the whole attitude was ‘not my problem’. As I said earlier, even the advisor at the Nation Gas helpline was shocked at the advice I’d been given.

on a separate note, I know they’re not direct employees of OVO, but the engineer who attended on Xmas day was friendly, positive and brilliantly quick.