I spent 42 minutes trying to sort this out on the phone again. I was eventually disconnected with no resolution. 

Just editing to say how far I've got. Finally getting through again. The entire job had to be raised again so it will be another 3-4 hours. The representative told me AGAIN to use webchat if there are any issues. 

This is awful. I can't even hear properly what they are saying on the phone because the background noise wherever they are is so loud. 

Now this is ridiculous. After calling again and being assured that someone would come withing 3-4 hours taking me up to 6:30 pm Still no one has turned up. The office is now closed I cannot get in contact with anyone. I have lost a day at work to sit here for someone who's not turned up. I have been waiting here since 9am.

I'm angry. I can't take another day off. I have no gas because my meter is broken.

The forum moderators have been informed. Please wait for a response. 

Morning @Harriethat 

I’m really sorry to hear about this.

It sounds like you could be under BOOST brand, who deal with these meters and top up style so I’d suggest contacting their Support Team who’ll be able to get this sorted. 

We don’t have access to accounts here to make the booking so you’ll need to contact the Support Team if you’ve not done so already this morning, you can contact them via 0330 102 7517, hello@boostpower.co.uk or facebook.com/boostpoweruk/ Mon-Fri: 08:00-18:00 & Sat: 09:00-17:00.

I have just spent 20mins going round with the "boost" people only for them to tell me they don't deal with my problem and have told me to ring the original number I called to get a booking.

I had to wait until after work to call customer services again. This time I was assured they had reported the problem apparently they can see the appointments on my account. They booked it again saying yes there would be someone out to fix my meter in the next three to four hours.

No one has turned up AGAIN. This is 3 four hour window appointments that nobody has turned up to. I have been without gas since Saturday night. Its now Monday evening. everyone I speak to has ended up sending me back to the same customer service number. This is absolutely ridiculous.

Blimey 3 missed ovo (not boost? ) appointments is ridiculous.…

I know it is no consilation, you are automatically entitled to £30 compensation for each missed appointment. If the payment is not made within 10 days of the missed appointment you are entitled to another £30.

So at least £90 compensation and maybe up to £180 if there is a delay. 

Just a heads up. One comment has been removed from this thread by a moderator because of spam. The user who posted it has been banned. Blastoise is ALWAYS watching...

They weren’t contributing anything useful anyway, but that will explain why you may have been notified about an invisible comment.

So I have another appointment. The customer service team spoke to the engineer they apparently didn't turn up because they tried to call me on a landline number that's on my account. I haven't had a landline in well over 10 years.  I gave them my mobile as the only contact number when I called on Sunday and updated all my details. Phone email etc but they called a different one.  At the time of booking the first one they asked and I gave my number for them to contact me.

I have just spoken to an engineer and they are on there way.

Hey @Harriethat 

Goodness I’m really sorry to hear about this.

Definitely follow up on Jeffus’ mention of the compensation for missed appointments.

Did the engineer get everything sorted last night?

Unfortunately he wasn't able to fix it as he didn't have the correct meter with him so someone is coming back tonight 

Hey @Harriethat,

Please keep us posted, I hope that this gets resolved for you this evening! 

The engineer said that someone would come to replace my meter at 7pm this evening. I got home from work at 6:45pm it's now gone 9pm they are 2 hours late no one has called I can't follow anything up customer services is closed.

And I still have no gas.

You are entitled to compensation for this as well under the ofgem rules if they turn up with the wrong stuff

Another £30, and again another £30 if they don't pay within 10 days of the appointment. 

I want to cry at this point.

I've taken a whole day off work in which they missed 2 appointments. The next day 1 more missed appointment. Blaming it on having the wrong phone number despite me giving them the right number (and customer services even called me on it so rubbish)

Appointment 4 he turns up but doesn't have the right meter.

Appointment 5 no one turns up. 

Since Saturday night with no gas. No one to contact after 8pm.  Every outlet I speak to sends me back round to the customer service number I started with. I'm fed up.

Safe to say one this is fixed and the opportunity arises I will leave OVO as soon as possible. As a company its a complete and utter shambles. I will also warn anyone I know from ever getting utilities from them. 

You could post a review on on Trustpilot

https://uk.trustpilot.com/review/www.ovoenergy.com

Obviously depends on what you want, and no supplier is perfect

Octopus get by far the best reviews on Trustpilot

https://uk.trustpilot.com/review/octopus.energy

And is the only supplier currently recommended by Which

https://www.which.co.uk/reviews/energy-companies/article/energy-company-reviews/octopus-energy-aESDM2a8ISWP

It's not fixed yet. I will be calling them again this morning

I have just spoken to them. The first person hung up on me.  I am now sick to death of explaining this over and over.

They are going to book another emergency appointment. This will be appointment number SIX IN FIVE DAYS.  

Once that gas is back on supply, @Harriethat, work with our Support team to get that complaint resolved. A open (unresolved) complaint should already be on your account if (and I would understand why) you’ve expressed dissatisfaction at your experience so far. So once you’re back on supply with gas, you just need to allow us to agree a resolution that works for you. 

One way or another for any missed appointment you will be owed compensation. 

Well what can I say. I called ovo today.  I was unable to be in during the day ( at this point if I had stayed in until its fixed I'm going to get fired)

The customer service representative said they would look into why the person didn't arrive the day before and call me back at 4:30. I made sure to be near my phone but no call arrived.

I called them at 6:45pm when I got home from work. They arranged ANOTHER emergency appointment said it will be between 6:45pm and 9:45pm.  Its now just before 10pm and no sign of anyone no call nothing. And I know for a fact they have my number as they called me on it 2 days ago.

So another missed appointment tomorrow will be my 6th day with no gas supply. And my 5th missed appointment a 6th was attended but no repairs done as the engineer didn't have the right meter with him.

I'm starting to think this will never get fixed.

Hey @Harriethat,

I’m so sorry to hear this, 

I’ve never heard of so many emergency appointments being cancelled, it’s making me wonder if there’s an incorrect record of you address or something? I wonder if they should contact the installers SMS directly to get this booked in? As we’d be booking the appointments with them and their engineers. 

You should be able to escalate the complaint you have raised.

I’ll get Forum_Support to reach out to you. Please keep an eye on your private messages. 

Look out here @Harriethat

https://forum.ovoenergy.com/inbox/overview

One of the engineers did manage to get here on Tuesday and the emergency line did call me on that day. So they know where I am. Thanks

@Harriethat 

You may already have done this

Check the phone number and address on this page. 

https://account.ovoenergy.com/profile

You can change the phone number there.