Good afternoon.

That was not their words at all.  The web agent i spoke to said - oh we will be closing there will be no one working just us agents.  It was sometimes hard to understand as the sentences were often broken and didnt always make sense.  Maybe English is not their first language.   I asked several times and also said look its not 8 o clock yet.  I am going to be without gas can i not get an appointment or emergency appointment as i am off supply and also on the priority register.  Once again was told no and they could call me first thing tomorrow or i can get back in touch then.  Was advised maybe to call 105.  

I dont wish to raise a complaint about it.  Did find it odd that they were not closed yet and i was advised to call back tomorrow.  Then again i dont know how they have been trained up or their SOP’s .  

Anyhow - I had to call back like 3 times today BUT finally got an appointment arranged and i am currently waiting on the engineer to come out and fix or replace my gas meter.  They did at one point try to get me to go onto smart meter and could get me an appointment for the 27th but i advised no this is urgent i need my meter fixed now. 

hope this helps 

I have just said goodbye to the SGN engineer -  really nice guy really helpful really respectful.  Sorted the problem and helped me out.  I am however down £15 which i used to top up that the old meter cant use now.  So i need to try sort that out but we do have a nice and working gas meter!  for that i am grateful

Nice!

Yeah, if ya have a word with OVO Support, they can attempt to recover any lost credit. You’ll usually get back whatever can be recovered in either cash or transferred to the new Meter as PAYG Credit. OVO will let you know which option they intend to use once they’re ready.

If you’re still up for Smart Meters, you can request that too during the same call (if you’re not already booked in). Should make life easier in the future. :)

Hey ​@dgould,

Thanks so much for keeping us in the loop! I’m really happy to hear that the engineer did a fantastic job getting things back on track for you.

As Blastoise mentioned, just reach out to our Support Team when you get a chance. Let them know about your meter replacement and that you’d like to transfer the credit from your old meter to the new one. They’ll be more than happy to help you with that!

im in the process at this second talking to them.  I had to go into my trash to recover the receipt for the top up !! great times but i suppose no one expects your meter to go boom lol . 

thanks guys :D  

I’m glad to hear it’s all sorted for you ​@dgould!

Whether you’ve got a new traditional key/card meter, or a smart meter, you’ll be able to find some really helpful articles in our Pay As You Go Library section here: https://forum.ovoenergy.com/help-with-my-meter-195

If you’ve had a smart meter fitted, you’ll be able to top up via the OVO Top Up app, which makes things a bit easier than going to the Paypoint.

Cheers!

Hi

​@dgould 

Just something extra I though that I’d mention.

As you say that you are on the PSR then you will have a phone number noted at OVO, possibly more than one. I have both my Landline and Mobile numbers registered.

If/when you call from a registered number then if at all possible you will be put through without waiting, and to a UK call centre.

Of course an agent in a UK call centre may not have English as their first language either.
At least one of the call centres is in Glasgow and broad Glaswegian can be difficult to understand if you are not used to it.

Great point ​@Nukecad thank you!!!

I can endorse the above though!

OVO’s PSR Team is incredibly good at looking after me (Autism) and I can 100% recommend getting on the Priority Services Register if you qualify.

My average call wait times tend to be seconds rather than minutes - I sometimes get answered in under 5 seconds for example (ignoring the setup time with the bot).

That’s really great to know ​@Blastoise186. There’s a lot of work going on in the vulnerability space in OVO at the moment as well which is great to see.