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Bradley_OVO
Community Manager
Bradley_OVO
Community Leader
Nov 9, 2026 9:00 AM UTC
Pinnedresearch

We want to hear from you: Let’s talk about your last customer support experience

Hi everyone,


We are kicking off a new piece of open community research, and this time, we’re looking at how you get in touch when you need help.

 

 

Why we want to hear from you


Whether you prefer picking up the phone, hopping on a webchat, or firing off an email, getting support should be straightforward. We want to know exactly what that experience is like for you today.


No matter who supplies your energy, we want to hear about your most recent customer support experience. Was the webchat a breeze? Was the phone queue a nightmare? Did your email get lost in the void?


We’re looking to understand the good, the bad, and the ugly of energy customer service. What do you absolutely love when you contact a supplier, and what are the pain points that drive you crazy?

 

 

Questions to get you thinking


To help get the conversation started, here are a few things we'd love to know:


The Positives: When you last contacted OVO (or your current supplier) via call, chat, or email, did an advisor go above and beyond to solve your issue in a single interaction? What specific actions—like clear explanations, active listening, seamless bot-to-human chat transfers, or quick email follow-ups—made it a great experience?


The Friction: Did your query need more than one reply, call, or transfer? If so, did the advisor take responsibility for your issue from start to finish? Did you get accurate information, or did you have to explain your situation again to different people?

 

 

An exclusive invite for OVO customers


A quick note for our OVO customers:


We’ll be keeping a close eye on the replies in this thread! We intend to invite a handful of current OVO customers who share their feedback below into an exclusive, invite-only Private Research & Feedback Group to learn a little more. If you're invited you’ll be in the running to win some exciting prizes as a thank you for your time.
 

 

Want to add more?

 

Drop your customer support stories and feedback in the comments below—we can't wait to read them!

 

And, for everyone who engages in our Research Group survey and threads, you’ll receive a nice shiny new community badge for your efforts: Insight Innovator!
 

Add this badge to your profile collection by giving insight and feedback via our research survey and threads

 

Thanks for being a part of our community and sharing your feedback with us,

The OVO Forum team

    26 replies

    Show previous replies
    Newcomer
    Joseph Watts
    Newcomer
    Nov 10, 2026 12:50 PM UTC

    the topic was helpful but each time, within the last week, I go online to change my email address it states that the page is unavailable 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    Nov 10, 2026 1:13 PM UTC

    Hiya!

    To change your forum email address, could you fling an email over to forum@ovoenergy.com please? That’s one the Forum Moderators can handle for you.

    Or was it the one for your main OVO Account? In which case you can get in touch with OVO Support if you’re having trouble.

    Thanks!

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Newcomer
    philblewitt
    Newcomer
    Nov 10, 2026 12:52 PM UTC

    Well I have been with ovo for the last 5 yrs ,Have stuck with them not gone anywhere else ,However I am very dissapointed re there smart meters ,Had ours fitted 5 yrs ago and it has never worked, I have contacted ovo loads of times over the years had loads of meter changes ect ,How ever the issue has never been resolved ,They say that the signal is nor very good this is why they do not work However my neighbour who is with British gas never has any problems with there's, I have lost out on the of peak lower charges and offers that have came up my account due to this ,Will be looking else were when my fix ends because no seems bothered re my meters phil

      Rank 3
      Emmywoo
      Rank 3
      Nov 10, 2026 4:52 PM UTC

      Your signal might be blocked due to something in your house.

      Rank 2
      Happychic
      Rank 2
      Nov 10, 2026 2:25 PM UTC

      I contacted CS yesterday as I had a query on an email I had recieved. I did not wait long to speak to a human being. The way the email was worded it looked as though I had only had estimated bills for five years. I knew this was wrong because I looked at my bills online, I was still worried that I owed a lot of money. CS queried this and I was told it was not five years of estimated bills but one day. CS agreed the wording on my e Mail was totally wrong. The query was sorted out straight away for me. 

        OVO Staff
        Lukepeniket_OVO
        OVO Engineer
        Nov 10, 2026 2:28 PM UTC

        o/

        AI chatbot is helpful and i find interacting with most care agents to be positive.

        negatives - multiple DPA checks when transferring and a reluctance to listen to customer issue when not following script flow

         

        OVO Operations Excellence Manager and Former Field Operations Team Leader
          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          Nov 10, 2026 9:56 PM UTC

          o/

          Never a dull time when you’re around Luke! :D

          I think the absolute ultimate best experience we’ve ever seen on the Forum was one of your cases - that time when you somehow used voodoo black magic to get the keys to a block of flats where the council was being a nightmare - it was in Tim’s days IIRC. Between that and your THTC cases… There’s a few candidates for really good ones.

          Might be worth seeing if any of those are worth bringing over here.

          Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
          Newcomer
          Jayne P
          Newcomer
          Nov 10, 2026 3:21 PM UTC

          I haven’t had to contact anyone so can’t comment 

            Newcomer
            Peter Golding
            Newcomer
            Nov 10, 2026 8:27 PM UTC

            Imagine someone blundering into your home and turning it upside down. After closing the street and finding a gas leak {in the street} the OVO engineers condemned and disconnected by gas cooker. I had to dispose of it. I have to pay for a new one and a new installation point. Was my cooker leaking gas? No. It was about 10 years old. All because they wanted to install a SMART meter. To top it all, they didn’t install a new gas meter, why? Because I don’t use enough gas. This is going to cost me about a £1k. Thanks OVO. 

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            OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

            OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

            OVO (S) Gas Limited is part of OVO Group Ltd