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charlie21
Rank 1
September 5, 2023
Solved

MDS engineer didn't turn up - Who do I contact out of hours?

  • September 5, 2023
  • 13 replies
  • 2493 views

Had an emergency appointment booked in for tonight between 7-10pm to sort my meter as it won’t turn back on so completely without power and guess what never bothered showing up and I’m still without power and I can’t even contact anyone! 7 hours no power food is spoiling as we speak and they were aware I’ve 2 disabled children and needed to be put back on asap! Ovo girls were wonderful, has anyone else had this from mds or know how I can contact them out of hours!! 

Best answer by Abby_OVO

Updated on 30/07/26 by Ben_OVO

Hi @charlie21 

 

I’m really sorry to hear about this, that’s not what we want to hear at all.

 

Like Blastoise186 mentioned you’ll need to go back through the supplier to rebook a new appointment today. They should be there within 3 hours for an emergency during the week, and within 4 hours on weekends and bank holidays. 

 

 

How to get in contact about my OVO Pay As You Go account
 

  • The best way to get in touch with us is via webchat here. We’re here to help from 8am to 8pm Monday to Thursday, Friday 8am to 6pm & on Saturdays and Sundays, from 9am to 5pm. 

  • Or get in touch with the team via Phone on 0330 175 9669. Line opening hours are Monday to Friday, from 8am to 8pm and on Saturdays & Sundays, from 9am to 5pm.

 

 

It may be worth considering a change to pay monthly under these circumstances which would help prevent you from going off supply due to a number of reasons with the pay as you go meter. 

 

I’d also recommend joining the Priority Services Register if you’re not already on it. You can fill out the form here, or check out more on the webpage here: https://www.ovoenergy.com/help/article/priority-services-register.

13 replies

Blastoise186
Super User
Blastoise186Super User
Super User
September 6, 2023

I’m afraid you can’t talk to MDS or SMS. You need to go via the supplier.

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Abby_OVO
Community Manager
Abby_OVOSolved
Community Manager
September 6, 2023

Updated on 30/07/26 by Ben_OVO

Hi @charlie21 

 

I’m really sorry to hear about this, that’s not what we want to hear at all.

 

Like Blastoise186 mentioned you’ll need to go back through the supplier to rebook a new appointment today. They should be there within 3 hours for an emergency during the week, and within 4 hours on weekends and bank holidays. 

 

 

How to get in contact about my OVO Pay As You Go account
 

  • The best way to get in touch with us is via webchat here. We’re here to help from 8am to 8pm Monday to Thursday, Friday 8am to 6pm & on Saturdays and Sundays, from 9am to 5pm. 

  • Or get in touch with the team via Phone on 0330 175 9669. Line opening hours are Monday to Friday, from 8am to 8pm and on Saturdays & Sundays, from 9am to 5pm.

 

 

It may be worth considering a change to pay monthly under these circumstances which would help prevent you from going off supply due to a number of reasons with the pay as you go meter. 

 

I’d also recommend joining the Priority Services Register if you’re not already on it. You can fill out the form here, or check out more on the webpage here: https://www.ovoenergy.com/help/article/priority-services-register.

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J
Newcomer
Jojojo
Newcomer
January 9, 2024

Tues 9 January.
Supposed to be engineer here by 8.36, booked at 5.30. Gas supply failed. No one turned up. No heating, no hot water. Can’t contact anyone at OVO. IM 75, my husband 80 and we’re both recovering from colds so this isn’t ideal. There should be a way to contact someone. OVO should have given us a contact number when they booked engineer. And we’re on the at risk register. Appalling 

Jeffus
Rank 20
Jeffus
Rank 20
January 9, 2024

Tues 9 January.
Supposed to be engineer here by 8.36, booked at 5.30. Gas supply failed. No one turned up. No heating, no hot water. Can’t contact anyone at OVO. IM 75, my husband 80 and we’re both recovering from colds so this isn’t ideal. There should be a way to contact someone. OVO should have given us a contact number when they booked engineer. And we’re on the at risk register. Appalling 

@Jojojo

Try clicking on the blue  button message icon on the bottom of the screen. You may be lucky and one of the social media team may pick up the message.

 

J
Newcomer
Jojojo
Newcomer
January 9, 2024

I’ve already left message on FB messenger, same reply, no one there until 8pm. Think we’ll give up now and go to bed, at least we can have the electric blanket on

Jeffus
Rank 20
Jeffus
Rank 20
January 9, 2024

I’ve already left message on FB messenger, same reply, no one there until 8pm. Think we’ll give up now and go to bed, at least we can have the electric blanket on

Yep. They sometimes pickup the messages and act on them before 8am if you have left your details and say you need an emergency meter replacement because the engineer didn't turn up.

You have done all you can tonight

    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    January 10, 2024

    Hi @Jojojo 

     

    Sorry to hear about this.

     

    If an engineer didn’t arrive last night, and you’ve not heard from the Support Team again this morning, please get in touch with the team as soon as possible so they can get this sorted out.

     

    Keep us updated with how you get on today.

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    J
    Newcomer
    Jojojo
    Newcomer
    January 10, 2024

    Had to go through whole chat process again this morning. Engineer rebooked and had phoned to say he’s on his way. 

    J
    Newcomer
    Jojojo
    Newcomer
    January 10, 2024

    He’s just arrived.  Apparently batteries don’t last long and he doesn’t have spare so will replace with second generation which doesn’t send signals. I’ve then got to contact OVO to arrange appointments to get it all swapped over. Really not acceptable 

    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    January 11, 2024

    Hi @Jojojo 

     

    Sorry to hear about this.

     

    The second generation meters are the only ones being fitted, so I’m unsure why this would need replaced again if they already exchanged this for a second generation yesterday. The main reason we’d see a second generation meter not communicating is if both meters were the first generation, and only the gas has been exchanged for a second generation meter, but the electric is still first generation - in this case, the electric meter needs to be upgraded to match the second generation gas meter in order for that one to communicate.

     

    As we don’t have access to accounts here on the Forum, you’ll be best to get in touch with the Support Team who’ll get a job report from the engineer that should explain this further.

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