Community Leader

Pinnedresearch

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

Nov 11, 2026 8:51 AM UTC
47 replies
299 views

Updated on 11/11/2026 by Ben_OVO

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!

Anyone who provides a detailed account of an interaction with their supplier will receive a nice shiny new community badge for their 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

Show previous replies

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Joseph Watts

Newcomer

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

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!

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philblewitt

Newcomer

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

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Emmywoo

Rank 3

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

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Happychic

Rank 2

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.

Ben_OVO

Community Manager

Hi @Happychic and thanks for your feedback. It’s not the first time I’ve seen confusion caused by automated emails sent regarding historic billing errors - apologies for the confusion caused here. I’m happy to hear that the advisor you spoke to was able to give some clarity on this and get it sorted quickly 😊.

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Lukepeniket_OVO

OVO Engineer

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

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!

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Jayne P

Newcomer

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

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Peter Golding

Newcomer

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.

Ben_OVO

Community Manager

Sorry to hear that this happened @Peter Golding - this sounds really frustrating, and an unwanted and unexpected expense. If the engineer condemned anything, it would have been with your safety in mind. We don’t have access to your account on the Forum, so please get in touch with Support to discuss this if you need to.

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Nukecad

Super User

Being on PSR I generally got through to a UK (Glasgow?) call centre fairly quickly, and usually had any issues resolved quickly.

However if I phoned from a handset or landline which was not registered on the PSR as my primary contact number then it was a different story.
Most likely a long (up to 20 mins) wait before being connected to an overseas (I believe South Africa) call centre.
Staff with difficult to understand accents, who also had trouble understanding my accent.
Usually a resolution was achieved, but it was much more difficult/stressful to complete than when talking to a UK based phone jockey.

Out of beer error >>>> Recovering memory.

Ben_OVO

Community Manager

Thanks for this insight @Nukecad. We do indeed have advisors working out of our Glasgow office, and also overseas in South Africa. We’ll make sure your feedback is passed on accordingly.

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Nukecad

Super User

Luckily I can understand the Glasgae accent, I used to share a house with twa Glaswegians.

I believe that not everyone can though.

https://www.bbc.co.uk/programmes/p00hbfjw

Out of beer error >>>> Recovering memory.

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joan tonner

Newcomer

I have submitted final readings and I have been trying for two months to get the final bill , there has been no response from Customer Service and/ or the Complaints Department despite a number of telephone calls and emails. If anyone in this forum can help it would be greatly appreciated. Thank you.

Ben_OVO

Community Manager

Morning @joan tonner, and welcome to the OVO Forum.

Thanks for your post. We don’t have access to your account on the Forum, so our Support Team will have to help with this one. Have you received a complaints reference number? If not please request that a complaint be raised - you can find the process here.

Please keep us updated as to how you get on.

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Firedog

Super User

I haven’t often needed to contact Support, but happily I had a successful conversation just a couple of weeks ago. I needed a piece of information about my meter that only someone on the Smart team would be able to supply. It took time, but we got there in the end - all positive so far!

Now, it took far longer IMO than necessary to get there via webchat. The transcript (big ⭐ for that!) shows that:

Time to convince the bot that I wanted to talk to an agent 3 mins
Time waiting for said agent to turn up 18 mins
Time spent discussing my disabilities, my account balance and my Direct Debit 22 mins
Time waiting for agent to extract the answer from the Smart team 18 mins
Time to say goodbye and thank you, wade through the survey and give the email address in duplicate again 7 mins

Total time to get one simple query answered: 1 hr 13 mins. I don’t think it should take that long.

It’s noticeable that this is the first time since I was put on the PSR that (a) it’s taken so long to get through to an agent, and (b) the agent I got in touch with wasn’t - as far as I could tell - one of those specially trained to deal with us awkward ones. I do hope those excellent agents haven’t been economized.

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |

Ben_OVO

Community Manager

Thanks @Firedog this is really valuable - we’ll be looking into this for sure. I’m glad to hear that everything was eventually resolved, but you’re absolutely right; this shouldn’t have taken anywhere near so long.

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