Why has my smart gas meter battery failed? I was left off-supply over the weekend!

Hi @Adwatp if you need to you could try their social media where if you private message they do have access to your account (unlike here)

Twitter  -  https://twitter.com/OVOEnergy

Facebook  -  https://www.facebook.com/ovoenergy

Thanks

Getting no reply on Twitter

Really disappointing

Cant really believe how bad Ovo Customer Service is now compared to a while back

I have recommended Ovo a few times previously but never again

@Adwatp be good to know how you get on today after contacting OVO. 

@Jeffus Well …

Having phoned at 8.00 on monday  as the website says,  the phone message then says 9.00

So i tried the web chat.

Took about 10 minutes for someone to respond. Then went silent for about 40 minutes despite my prompts

So at 9.00 i phoned again and did actually speak to someone fairly promptly and should have an engineer out in about 3 hours

The web chat came back on as i was on the phone, so 1 hour after first trying web chat. They said they hadnt received my replies

So really not a great experience overall but hoping to have it sorted in the next few hours.

To get an engineer within 3 hours of calling is fine. Good in fact. And the contractor has since phoned to confirm.

But the overall experience so far has been very poor and stressful when trying to communicate with machines and getting nowhere and not knowing when an actual person might help you

Hi, our smart gas meter has failed and because it is Saturday we are struggling to talk to anyone in OVO who can help. It is looking like we will have to wait until Monday before anyone will answer the phone so we will have two days with no heating or hot water. I notice from the original post in this conversation from SalamancaRhodes that they managed to find an out of business hours number to call. I was hoping someone on here might know it to pass on? I live in hope!

Thanks!

The social media teams operate at the weekends. If you’re without heating, they may be able to arrange an emergency appointment. The Facebook team can be accessed using the blue button at the bottom of this page, while X is here:  OVO (@OVOEnergy) / X (twitter.com). They may be the same support agents answering in both places, and they can have access to your account and do most of the stuff that those who answer the phones on weekdays can do. You don’t have to have a Facebook account to use the Messenger chat.

Thanks Firedog, I did get in touch with them via Facebook and did get a reply asking for my name, address, account number and then they would look into it for me. Of course I immediately I supplied the information but have heard nothing back from them. You would think when a Smart meter failed it would immediately notify them as an issue. As my husband says, they can use a smart meter to charge us for use but funnily can’t use it as a notification of failure…..

Just to say, OVO did get back to me and sent out a technician who arrived half an hour ago and fixed the meter! Very impressed, contact via Facebook does work. 

So glad the system worked for you!

🙌

Hey @Reluctant 

Sorry to hear you were having some trouble with the smart meter over the weekend, but I’m really glad to hear the team were able to help you out yesterday and get an engineer out quickly.

If you’ve ever any other questions in future, don’t hesitate to pop back.😊

i use top up card. Today, i realised the meter is not responding at all even i long pressed the red A button (or B button). the card just got topped up £30. 

Hi ​@donnayau 

First off if you could answer a couple of questions:

Is the gas still being supplied?
Does the display not light up at all when you press a button or put a put the card in?

It’s an 8 year old meter (or at least it was fitted 8 years ago) so the battery may have run out.
Had it been showing “B3” on the dispaly?

What you should do:

If the gas is still flowing:
Contact customer support on Monday and explain the problem, they will make an appointment to replace the meter.

If the gas is not flowing, or if it stops flowing:
That’s an emergency - Look at the top of this page and you will see a green banner for how to contact OVO in an emergency and get an emergency engineer out at weekends.

You can also find the emergency contact methods on the “What to do in an emergency” webpage:

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

how can I change the meter? 

When you contact support  then they will arrange for an engineer to come and replace it.

You haven’t answered any of my questions above, if you answer them then we can confirm what you need to do next.

At the very least tell us if the gas is still flowing or not.

1. no gas, hence, boiler not working, no hot water 

2. display not light up even long pressed red button or insert card

3. no "B3"

OK, no gas is an emergency situation.

Is this a property that you have just moved into? Or have you topped up that meter before.

In either case call 0330 175 9669 and tell them that you have no gas and cannot top up the meter.

It is important that you tell them if you have just moved in.

That phone line should be open until 5 PM today.

If you are having trouble phoning then you can use webchat:
https://www.ovoenergy.com/help#contact_us_container

​@donnayau thanks for your post and welcome to the OVO Forum. 

I’m sorry to see what’s happened here, and I hope you were able to book an appointment following ​@Nukecad’s advice? 

If you could let us know whether the meter has been changed that would be great, and let us know whether you’ve now got a smart meter or not; if so we can give you some further advice on how things work with a Pay As You Go smart meter.