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Katebrook
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February 7, 2025
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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
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KatebrookAuthor
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February 14, 2025

Code didn't work,....

Post man has been and  suprise, surprise... Still no card,…

 

Ben_OVO
Community Manager
Ben_OVO
Community Manager
February 14, 2025

​@Katebrook I’m so sorry to hear this. I’m going to reach out to you via private message, get back to me when you can.

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KatebrookAuthor
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February 14, 2025

Been on fone yet again to customer services,... Now the lady said I don't need a TAG code for a gas card and to go get blank one from the shop, insert it into the meter and it will work,.... Am I being fobbed off yet again?? 

Blastoise186
Super User
Blastoise186Super User
Super User
February 14, 2025

That won’t work - the TAG Code authorises the card transfer and has to be done at the shop, otherwise the meter will reject the card as unknown.

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!
K
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KatebrookAuthor
Rank 2
February 14, 2025

Thank you... That's what I thought,..

This is getting silly now,... Nobody at customer services seems to know what they are doing..

How difficult is it to get a top up card sent out or even a  working Tag code?

Seem to spend half my day on Hold to them just to be fobbed off 

Blastoise186
Super User
Blastoise186Super User
Super User
February 14, 2025

​@Chris_OVO ​@Ben_OVO can you guys pick this back up by any chance? I agree, this is getting a bit out of hand and I really don’t think progress is being made as it stands…

tbh I feel as if just MEX’ing out for a Smart Meter is probably faster at this rate...

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!
K
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KatebrookAuthor
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February 14, 2025

There's nothing wrong with the meter itself,.. Just the card,.... 

My meter is under my sink, the last time it was changed years ago they said it would have to be moved if I was ever to have a smart meter fitted..

Can't even get a working Tag code off them,. Never mind someone to fit a smart meter

That's not gunna help me at this moment in time tho, I've been off supply since  Wednesday,.. Everything in this house is gas , my fire, central heating, hot water and the cooker 

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