First of all, I just want to say sorry for this experience and the inconvenience it's caused you and your family, it’s never nice to hear of issues occurring which leave a family off-supply.

All gas meters (Smart and traditional) have an internal battery that power them. This is designed to last for up to 20 years, with a meter recertification (exchanging the meter to replace it with a new one) scheduled every 10 years, so it’s unusual for this issue to crop up so soon. If your gas smart meter is making a beeping sound, it indicates that the battery is low and the meter will need replacing. If the battery fails this can affect the supply, as in your case, so it’s important to reach out to our Support Team if you do ever notice that your meter is beeping.

It’s really distressing to hear that this happened out-of-hours and you were unable to give us a call - we do have emergency contact details here and would encourage you to use these to report any urgent issues when our phone lines are closed.

Additionally, I'm so sorry that a prepayment meter was installed during your emergency appointment. This isn’t what should have happened and I can only apologise for the hassle you’ve now had to go through to get a pay monthly gas meter replacement.  I think the best course of action would be to contact our Support Team to raise this as a complaint - this will make sure we investigate what went wrong and will provide important feedback to any internal processes that might need improving. We’ll also be able to see what we can do to put things right - getting you the right meter as quickly as we can and discussing a fair goodwill gesture to make up for the shortfalls in service you experienced.

Our gas supply was cut out around 10am this morning 1 Oct.

Called Northern gas networks to get them to check the supply and they sent an engineer who arrived within an hour.

His diagnosis was a fault with the smart meter. So disconnected the supply pending OVO fix. He was very helpful and efficient.

Turns out there is absolutely no support at a weekend from OVO. I can't even place a support call. So i have no gas at all for heating cooking and hot water and nothing I can do about it. This is unacceptable (except I have to accept it!)

Is it just me? Or is it connected to the change in the tariff? 

I also noticed like others that the usage reading from the app for 30 Sept don't seem to have been update after 00:30.

Hi @Khd888 and thanks for flagging this one. I’m so sorry to hear of the potential meter fault that meant that you didn’t have gas on Sunday. 

It’s correct that unlike electricity, where the equivalent engineer who visited (Distribution network operator) is able to replace faulty meters, the gas transporter can’t. If that happens on a Sunday, the quickest OVO can send someone out is Monday morning, via our Support team. If you haven’t arranged this already, please do using that link. 

As for that usage screenshot, I wonder if the potential smart meter issue may be related to this...

On Saturday I went to have a shower to realise there was no hot water.on investigation my boiler was showing a code 133 this means no gas to boiler.went and looked at my meter it had a blank screen.contacted the number that ovo has on there emergency page.it links to nags they will only come out if there is a leak or possible explosion so no luck there.after about an hour of trying to find a number gave up and waited till Monday morning.on Monday contacted one of the many numbers finally spoke to someone who was only interested if I was going to pay my bill.I’m on direct debit so not going to pay.I was told that a request was made to get an engineer out to have a look at my meter.it’s now Wednesday still no contact and no engineer.not what I would call a professional company.on looking at the forum pages this seems to be a common occupancies no emergency number also problems with smart meters which are not so smart.does anyone have a clue what ovo is doing to help can I get a normal meter that isn’t smart that doesn’t break down

Hi @Rickmil ,

Can you try pressing any button on the gas meter to see if it wakes up, then take a photo of it so that you can post it here for us?

Tried all the buttons not doing anything no display at all

I see. You’ll need to get the meter replaced. It will most likely be smart as you cannot downgrade anymore. Please contact the Support Team and they can make the request.

I agree, @Rickmil - it sounds like the meter needs replacing. That warrants an emergency appointment. I’m not sure if that’s what has been booked as this means an engineer shows up that day. Please call us to report that you have a faulty meter and need an emergency engineer appointment: 0330 303 5063.

If one has already been booked, the agent should be able to check why the engineer still hasn’t arrived. This seems unlikely though...

Finally got put through to someone who organized an engineer.took 3 days till i spoke to an operator who knew what to do got sorted within 20 mins had engineer out in 3 hrs.first 2 operators need more training.all sorted eventually

Gas meter was reported faulty 10 days ago as it was not updating with new readings, gas was still being supplied.

Today gas supply has stopped completely and now unable to contact OVO due to it being after 6pm. Will have to wait until tomorrow to speak to someone but looking for any advice or feedback from anyone who has had a similar issue with a faulty meter, no supply or poor customer service.

You should be able to apply for an emergency meter exchange (EMEX) if you are off supply. 
There are the social channels as well as the support call but of course, out of hours is always difficult. 

Hey @Andy Ox,

Really sorry to hear this,

Please contact Support and they’ll be able to book an emergency meter exchange and get someone out to you within the next 3-4 hours. 

Hope this helps. 

Hi, I have this morning had contact with OVO customer service and they have organised for a meter replacement today, the engineer is here and changing the meter. Unfortunately my electricity meter is generation 1 and not compatible with the new smart meters so he is initially fitting an older manual gas meter just to get the supply working.  How do I go about getting this upgraded so I can get new smart meters fitted for both supplies.

You should put in another request for a smart meter @Andy Ox and that should take care of the emergency unit. It might depend on the status of the other if that’s upgraded at the same time. SMETS1 meters are going through an upgrade process anyway and if it’s not upgradable it will be changed

https://smart-booking.ovoenergy.com/getting-started

Left with no gas and being told someone would come out 

I’m afraid we can’t summon help at this hour. You’ll need to phone through in the morning

Hey @Raydog,

Really sorry to hear this,

You may need to request a faulty meter exchange, please contact Support on 0330 303 5063, they should be able to get an engineer out to you in the next 3-4 hours. 

Keep us posted with how you get on. 

We have lost all gas supply into our house.

Ovo phone lines are closed.

We have continuous use smart meters. They are not prepayment meters

Can anyone help me diagnose the gas smart meter to see if that is stopping the gas supply?

If i press a button on the gas meter there is a flame symbol and HAN

On the electric meter the WAN is flashing but the HAN is not lit

Pic of gas meter if that helps at all

The text "Press A" alternates to "connect" every few seconds

Hi @Adwatp Try pressing button 0 on your gas meter. This should go through a few screens such as the current date and time. If it shows a message such as COMMISSION however, it might need to be re-activated. 

Hello @BPLightlog 

Thanks for responding

I can see no word like commission 

I am really disappointed by not being able to speak to Ovo about not having any gas over the weekend.

British Gas have been more helpful and you can actually speak to someone.

I will seriously consider getting my supply from BG having been with Ovo for many years

Ovo used to be really good for customer service. Sadly no longer

I anticipate a long wait to speak to Ovo on Monday morning