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C
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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

Show previous replies
Jeffus
Rank 20
Jeffus
Rank 20
January 11, 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 

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

    J
    Newcomer
    Jojojo
    Newcomer
    January 11, 2024

    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. 

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    January 11, 2024

    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.

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