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

Hi @charlie21 

I’m really sorry to hear about this, that’s not what we want to here 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 chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday.
• Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm.

It may be worth making 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.

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.

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

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.

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

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 

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.

HI @Jojojo 

As the previous engineer didn't turn up you are automatically entitled to £30 compensation under the law.

Ideally this should have been offered when you re booked.

Also if the compensation isn't paid within 10 working days of the event then you are entitled to another £30 under the law.

If this hasn't been offered I suggest you contact ovo again. It will go some way to cover the food.

If ovo refuse to pay the compensation come back to the forum so the ovo moderators can be made aware.

You can post a review on Trustpilot if you like

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

Have made appointment to have electric meter upgraded. Why is this so complicated? OVO don’t make things easy. And I was lied to on my first contact when I was told engineer was booked for that evening… there were non available. 

There have been examples like that posted before on the forum where ovo customer service staff book appointments but the Meyer engineering company say there were never any available.

It is difficult to know what to believe in these cases.