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

The snag there is that it seems to be not just OVO that works this way - pretty much all suppliers seem to require the supply to be off before they can book an emergency job.

To me this looks link a “Computer says No” issue, and that it will keep saying no and not let an emergency appointment be booked until the supply is off completely.

Such computer programming issues are frustrating for both the customer, and the support agent who can't override the computer and get it to say Yes and allow a booking to be made.

I agree, I can see why the proviso is there, and if I even had enough to see me through the evening it wouldn’t have bothered me. But it was clear I was going to run out well before any engineer got to me even if they were well within the 3 hours response. So instead of just sorting it out there and then I spent Christmas morning shuttling kids to relatives for a wash, phoning the line to report the fault and then waiting in for the (admittedly cheery for working Christmas) engineer.

Also, when I was on the line to OVO, I repeatedly said “so will I need to phone back later this evening when I’ve ran out”, the advisors just agreed with me, instead of helpfully pointing out, look, we close at five so if it’s not addressed before then, it’s a morning job. Perhaps I should have been aware of this, but it’s Xmas eve, I’ve two small people, etc. From a customer service point of view, pointing this out to me would have helped me and saved a lot of frustration later. As it was I just felt a bit fobbed off.

I can well see your point there. they should have said something.

(Maybe they thought you'd run out more quickly? Before they went home? That's not a real excuse though).

“Hello Police

 Yes, hello, I’m in the woods and being chased by a seven foot bear.

Has he caught you yet?

No

Ok, phone us back when he has”

Sorry everyone, I do have a working meter now and all is well, so realise I should just settle back on the sofa. Thank you to all for the advice on here and best wishes all for the rest of the holiday.

Paddy and Mick are out hunting together in the woods. Suddenly, Paddy’s gun goes off unexpectedly and Mick crumples to the ground. Paddy, distraught, calls 999.

Paddy: I think I’ve killed my mate. It just went off in my hand. 

Operator: Calm down a minute please, Sir.  Let’s make sure he’s dead first. 

… Brief pause, then BANG!

Paddy: OK, now what?

We’ll all be back to normal next week, but meanwhile, Happy New Year 🍾

Hey @Andy55,

I completely understand your frustration, 

It is our policy that an emergency appointment is booked if a customer is off supply, however I absolutely agree you should have been advised the office would be closed.

There is the option to raise a complaint about the misadvise you were given. 

Hi I’m trying to put my credit into my meter and it just says call help??

Hi @TraceyReeves ,

Please contact OVO directly about this. More info at the thread below.

Hey @TraceyReeves 

Did you speak with the Support Team about this like Blastoise recommended? This is the only option to take in this scenario I’m afraid. 

Let us know how you get on.