Gas Smart meter failed battery failed and I'm off supply - How can I get an emergency appointment at the weekend?

Hi @Davison01 

I don't work for ovo, I am just a customer like you 

Unfortunately there is no out of hours phone number for gas

If it happens again outside hours try a direct message via the official ovo Facebook or Twitter/X. Include your name, address, date of birth and account number to get pass security. You may then get a reply out of hours via these routes

https://www.facebook.com/ovoenergy

Hope you get sorted soon when ovo open this morning 

https://www.ovoenergy.com/help#contact_us_container

If you post how you get on it may help other customers in a similar situation in the future 

Hey @Davison01 

Sorry to hear about this.

Jeffus has left some good advice about the use of social media, but all contact channels are now open.

Have you been in touch with someone about the issue this morning?

It’s Saturday 30th December 2023. The gas smart meter screen is blank, the local gas engineer says the valve is open but no gas going to house. The online account information telephone number is closed until Tuesday, the alternative number 03303035063 adviser says they cannot help as it is a meter fault that ovo need to sort. The online account smart meter check questions are not relevant when the screen is blank - it’s obviously not working! I have MS and am a priority customer but there is no immediate contact emergency number for me to use that I can see, just how to register and sign up! I am stuck now with no heating, cooking facilities, hot water etc. why can I not ring someone to come and help me before next Tuesday, even though it’s the holiday period? What can I do to resolve this asap, I am cold and really struggling with my ms in this cold house. Just tell me what to do………

I am new to the forums, and don’t have much knowledge, but a year ago someone had a similar problem, and the advice they got might be useful to you.

You might want to try the  Facebook or Twitter avenues ASAP, incase someone is monitoring them now.

I hope this helps. 

Thank you Joanx will have a look

@Anitaking try sending a direct message on twitter as well as a general post.

Along with your direct message include your name, address, phone number, account number and date of birth to get pass security. Clearly don't include this in a general post. Include the word Emergency in your description of the situation.

If you are lucky someone may pick it up.

Else try the blue button for Facebook messenger you should see 

Hey @Anitaking 

Joanx and Jeffus have left some good advice here while Support options are limited, the Social Media team should be able to help you, as it sounds like you’re in need of a meter replacement due to the blank screen.

If you haven’t already, please do get in touch with the teams via Social Media. To start a Facebook Messenger chat, go to the bottom left corner of this webpage and click the blue circle. You can chat to us as a ‘guest’ if you don’t have a Facebook profile. 

Let us know how you get on.

Thank you, I have done this and was sent a message with their opening hours which presume doesn’t apply today? Have sent my act details etc. so waiting to hear.

Thank you firedog, yes they are closed but with emergency support for prepaid customers, which I am not. Every other contact link they provide sends you round in circles with no actual help, I have done all the tutorials, pressed all the buttons but it is dead! 

If you’re on Pay Monthly, the lines will re-open tomorrow morning. To anyone reading this, I recommend only reaching out to OVO for emergency cases like the one described in this thread as the teams WILL be smashed to pieces.

Hi @Anitaking have you managed to get anyone from ovo to help you yet?

Hi Jeffus, the heating engineer has been and we now have a second generation gas meter installed. The previous first generation had stopped working. We now have heating and hot water.  Thanks for everyone’s help and advice.