Hi ​@Nogasfreezing ,

Sorry to hear about that. Please ping OVO Support in the morning via Live Chat at https://ovoenergy.com/help or 0330 175 9669 and they’ll get you back up and running.

With that being said, I would urge you to upgrade to Smart Meters to prevent this issue from ever happening again, especially based on your circumstances. Likewise, you may want to consider if PAYG really is the right option for you - you may be better off on Pay Monthly instead.

I would also strongly recommend you check out the Priority Services Register as I think you qualify. I’ll drop a link below so you can find out more and how to get that set up:

https://www.ovoenergy.com/help/article/priority-services-register

The Forum Moderators have been notified of this thread. They will check on you in the morning no doubt.

Is the only option to really endure a house where we can literally see our breath until the morning? why is there no emergency line? No shade or anger towards you, just OVO in general. 
 

We’ve just moved in (hence the lack of a gas card) so haven’t been able to upgrade but I don’t see us staying with OVO after this. 

Unfortunately it’s impossible to contact most suppliers at this time of night - OVO isn’t the only one that does it this way. And even if you could get through… There’d still be the matter of whether any engineers would be willing to get out of bed this late at night… Or the right shops being open...

Gas isn’t seen as “essential” unlike Electricity (complicated industry rules stuff), which is why the emergency options are - unfortunately - rather more limited...

With that being said… I’m seriously considering pushing OVO to put something in place to cover these situations. I’ve seen them increasing in recent times and I’m not happy with the way the industry just brushes it off.

I will be discussing this with my OVO contacts at the next opportunity I get - which is later this month IIRC.

Hey ​@Nogasfreezing 

I’m really sorry to hear about what’s been going on.

Have you spoke with the Support Team this morning to sort this? All lines are now reopened so you should be able to get in touch with the team if you’ve not done so already.

Blastoise raised a few good points and it would definitely be worth considering his advice.

Let us know how you’re getting on and if you’re still having any issues we’ll see what we can do further to help.