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Katebrook
Rank 2
February 7, 2025
Solved

I'm PAYG & off supply- Engineer didn't show

  • February 7, 2025
  • 27 replies
  • 522 views

Gas top up card stopped working at the paypoint, phones customer support, they gave me a code, wait 2 hours and get new card,.. Nearest place with any cards was 45mins walk,  off I go, gets there code wouldn't work,  fones back, gets new code,.. Goes back to shop that one didn't work.

Fones back up they said they had booked an engineer for between 8pm - 11pm,... Its now 1.10am and guess what? Engineer hasn't turned up.

Im Cold, ( no Heating), I'm tired, I've no hot water, it's a gas cooker,..and a gas fire, I'm not impressed.. going to be fun trying to get the kids ready for school in morning.

Will I be charged for this engineer, even though he didn't turn up?? 

Best answer by Blastoise186

Updated on 30/07/25 by Ben_OVO

This link below will take you to our Forum Library section for emergencies. There you’ll find info about different types of energy emergency, the steps to take and who to contact: 

https://forum.ovoenergy.com/emergency-types-and-who-to-contact-170

Hi ​@Katebrook ,

Sorry to hear of the trouble. If my understanding is correct, you will NOT be charged for that visit at all - it wasn’t your fault the engineer didn’t show so any fees are waived. In fact, I think you might be owed £40 compensation for the trouble.

For now, please call OVO immediately on 0330 175 9669 to get another engineer set up.

I’d strongly recommend you consider getting Smart Meters as a priority though, as this would mitigate future issues like this one.

Meanwhile… Let me fix that ugly link to something a bit less ugly...

That’s more like it.

27 replies

N
Newcomer
Nichola48
Newcomer
November 23, 2024

Was promised an engineer within 3 hours! Still nothing after 4.5

 

Seriously agrivated,  2 time I 3 months! 

Blastoise186
Super User
Blastoise186Super User
Super User
November 23, 2024

Storm Bert seems to be a possible aggravating factor. I get the feeling the Engineers are dealing with a LOT of jobs right now.

TBH since all suppliers use the same emergency engineers, leaving OVO won’t fix this or get you an engineer any faster.

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!
N
Newcomer
Nichola48
Newcomer
November 23, 2024

I'm not suggesting it will, 

 

I'm severely aggravated that there is no numbers I can call, 

 

Last time I this happened I called at 9.30 and got through.

 

Now? Nothing 

 

Chasing my tail 

Blastoise186
Super User
Blastoise186Super User
Super User
November 23, 2024

OVO’s Social Media Team is active right now - if you’re quick you might catch them.

The industry doesn’t consider Gas to be as essential as Electricity, hence why there’s no National Gas Emergency Line that covers being off-supply.

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!
N
Newcomer
Nichola48
Newcomer
November 23, 2024

I tried "chatting " to them

 

Gave me yes or no questions

 

And somehow kept coming round to the question of ' do you have a smart meter' 

Blastoise186
Super User
Blastoise186Super User
Super User
November 23, 2024

Where were you chatting to them? Sounds like you didn’t do something right. If it was the bot, it does connect you to a human but you need to answer its questions first.

Send them a DM via Twitter for now - they’ll respond in the morning.

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N
Newcomer
Nichola48
Newcomer
November 23, 2024

Sure....why not lol

Abby_OVO
Community Manager
Abby_OVO
Community Manager
November 25, 2024

Hey ​@Nichola48 

 

Sorry to hear about this. 

 

Did you manage to get it sorted with the Support Team in the end? Let us know how you got on.

Currently Playing: She's Electric
Blastoise186
Super User
Blastoise186Super UserSolved
Super User
February 7, 2025

Updated on 30/07/25 by Ben_OVO

This link below will take you to our Forum Library section for emergencies. There you’ll find info about different types of energy emergency, the steps to take and who to contact: 

https://forum.ovoenergy.com/emergency-types-and-who-to-contact-170

Hi ​@Katebrook ,

Sorry to hear of the trouble. If my understanding is correct, you will NOT be charged for that visit at all - it wasn’t your fault the engineer didn’t show so any fees are waived. In fact, I think you might be owed £40 compensation for the trouble.

For now, please call OVO immediately on 0330 175 9669 to get another engineer set up.

I’d strongly recommend you consider getting Smart Meters as a priority though, as this would mitigate future issues like this one.

Meanwhile… Let me fix that ugly link to something a bit less ugly...

That’s more like it.

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!
Chris_OVO
Community Manager
Chris_OVO
Community Manager
February 7, 2025

Morning ​@Katebrook,

 

I’ve sent you a private message to get some more information from you. I’m really sorry to read about the issues you’ve been having. 

 

​@Blastoise186 is correct you won’t be charged for so please don’t worry about that. 

Renewable energy jokes never get old.
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