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Katebrook
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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

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K
Rank 2
KatebrookAuthor
Rank 2
February 7, 2025

Thank you so much for all your replies,... I've been on the phone with OVO for over an hour this morning,.. Arranged another app for an engineer  ... So fingers crossed someone turns up today x

Chris_OVO
Community Manager
Chris_OVO
Community Manager
February 7, 2025

Thanks for the update ​@Katebrook! 

 

Please keep us updated 😊

Renewable energy jokes never get old.
K
Rank 2
KatebrookAuthor
Rank 2
February 11, 2025

Engineer turned up, 15mins before the 3hr deadline,.. Credited my meter with £10 to put me on till new gas card gets here,.. Sent out Friday morning apparently,.. . Still waiting...... 

Blastoise186
Super User
Blastoise186Super User
Super User
February 11, 2025

FYI the post appears to have been backlogged recently. For some reason, I only just received a Christmas card yesterday… That was sent in early December from the next town over (even shares the same sorting/delivery office as I do!).

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!
Ben_OVO
Community Manager
Ben_OVO
Community Manager
February 12, 2025

Morning ​@Katebrook,

 

Sorry to hear that the card hasn’t arrived yet. They’re sent out first class so hopefully it should arrive today 🤞

 

When it arrives, you’ll need to put the card in the meter for 30 seconds to activate it, and you can then go and top it up.

 

 

Keep us posted!

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KatebrookAuthor
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February 12, 2025

Still waiting.......... 

Ben_OVO
Community Manager
Ben_OVO
Community Manager
February 13, 2025

​@Katebrook I’m sorry to hear this. I’d recommend contacting Support again and ask them to double check that the card was sent correctly. They’ll also be able to offer the alternative option of you picking a card up at a local shop, providing that they stock our cards.

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KatebrookAuthor
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February 13, 2025

Tried picking the card up from the shop twice,. Both times the codes they gave me  didn't work..

That's why they said last Friday morning they had sent me one out and it would be here within 48-72 hrs,

Still waiting... 

 

K
Rank 2
KatebrookAuthor
Rank 2
February 13, 2025

Been back in touch with customer support, 

Apparently card has been sent and I should have recieved it, ... Nope not got it, 

 

They can give me a code and I can pick a new card up,... 

Did that last time twice and none of the codes they gave me worked, 

" But it will work this time,".... the lady on the phone said…

If I've still got my old top up card I could use that,...well obviously  I would do if it worked.

All them 5 diff paypoints I tried when my card first stopped working  must not have been doing it properly,.

So here I am 7 days after my card stopped working,... Still in the same position of No working card and No Gas

I give in 

Ben_OVO
Community Manager
Ben_OVO
Community Manager
February 14, 2025

Morning ​@Katebrook,

 

Did you have any luck collecting the card at the Paypoint?

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