At approximately 7:30am this morning (a Sunday), we lost power to our home. We called out an electrician who identified the issue as being the metering equipment by the main feed into the house. After a discussion with Electricity North West, we identified that the equipment is the responsibility of the supplier - Ovo.
We have a child with significant additional needs and we needed this resolving ASAP.
After checking the Ovo website, I gave the Customer Services number a call, and was returned with "Thanks for calling Ovo. We record all our calls etc. We're currently closed. Our opening hours are Monday to Saturday 8:00am etc etc"
So I then tried the emergency contacts provided on the website. Both useless.
I retried Electricity North West who said they had a number for Ovo that they could put me through to. Great I thought, until they put me through and I got... "Thanks for calling Ovo. We record all our calls etc. We're currently closed. Our opening hours are Monday to Saturday 8:00am etc etc"
Getting extremely frustrated with this, I proceeded to call every number published on the Ovo website (even the ones that were clearly not relevant) in the hope that answer human response that I could get would point me in the right direction.
In every single case, I got... "Thanks for calling Ovo. We record all our calls etc. We're currently closed. Our opening hours are Monday to Saturday 8:00am etc etc"
So I've got a few questions for Ovo:
1. Why the hell is it so difficult to get help on a Sunday?
2. Is it even lawful for an energy supplier to be so un-contactable?
3. HOW DO I GET MY ELECTRICITY SUPPLY BACK ON?
I will be contacting the energy watchdog and reporting this, and from viewing other comments within the forum, I can see that customer service is an issue for your company, particularly during out of hours issues.
I expect a response ASAP. This is unacceptable and I will be leaving publicly visible review that reflect such an extremely poor customer experience.
Best answer by Tim_OVO
Updated on 17/06/21 by Jess_OVO
I’m so sorry to hear of your experience in trying to reach our Support Team out-of-hours. As you have found our phone lines aren’t open over the weekend but we do cover the hours 8am - 6pm, Monday - Friday in line with industry standards.
If you need to contact the team on a Sunday, our Social team are able to support you - send us a message on Facebook or Twitter from 9am - 5pm. This team are also able to schedule in an emergency meter appointment if needed.
There’s more emergency contact information here.
If you have a non-urgent query you need help with why not try searching this forum or creating a topic here for more help - our community volunteers often monitor activity over the weekend and can help give general advice.