Hi, recently my gas/electric has been swapped over to Boost/PAYG tarriff without any notification. Now whenever I try calling Ovo my call gets instantly forwarded to Boost, and my e-mails also get rejected (Your message wasn't delivered because the recipient's email provider rejected it.) So I’m unable to contact Ovo to sort this out. Feels like they’ve swapped me over and blocked me from being able to contact them.
I don’t really know what I should do about this, I feel utterly helpless to resolve this, currently on the phone and are going to ask Boost to put me through to Ovo, but I’ve no idea if they’ll even do that. gonna be a nice couple 25 minute waits.
Best answer by Jess_OVO
Updated on 24/07/25 by Emmanuelle_OVO:
I’m so sorry to hear of the difficulty you’ve had when trying to reach the team recently, @Sam6555.
Just to provide a bit of context here, a switch from a Pay Monthly account with OVO to a Pay-As-You-Go account usually only happens as a last-resort part of our collections process. This change should should be well-notified ahead of time. If you’re not sure why the change was needed for your account this is best discussed with the OVO collections team who can be reached on 0800 0699 831 (lines are open Monday - Friday, 8am - 6pm and 9am - 2pm on Saturdays).
I hope this helps.
If you’re a pay as you go customer who’s vulnerable or relies on your supply for mains powered electrical equipment (supply critical customers) & we’ve been trying to reach you it may be because you’ve not topped up in a while & might be without power. If we aren’t able to get in touch we will send a visitor (after 72 hours of being off supply) to check in and talk about how we can help.
We also want you to know that if you can’t afford to top up, we’re here to help. Don’t worry if this doesn’t apply to you – we just want to make sure that anyone who needs support gets it quickly.
Gave the team a call this morning.. And they did confirm that I have been issued the Boost Top up card by mistake and advised me to put the card somewhere safe in case they ask for it back. And they did confirm my meters have not been moved over to prepayment ones.
As for the gas meter communication issue.. They have cancelled the engineer that was also booked in error, the gas meter has now been re-registered onto the system and we need to wait a further 4 to 6 weeks to see if it will decide to have a chat with the electricity meter… fingers crossed
I am on pay monthly and my gas meter is showing payg and now won't come back on saying I have no free credit help I am freezing in my house no gas since last night
Not much I can do on a Sunday I’m afraid. Please reach out to the Support Team in the morning via Live Chat https://help.ovoenergy.com . Do not phone in as you’ll get snarled up in huge Monday morning queues
You could try OVOs Twitter or Facebook page. There are sometimes OVO staff their over the weekend. It is an official ovo support channel and they can access your account.
I can't guarantee obviously and you may not get a response over the weekend.
Post a general comment on the Twitter or Facebook page and send a Private message via Facebook or Twitter including your issue, name, address, postcode, account number and date of birth for security purposes.
