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How can I skip the account number entry step on the OVO phone line?

  • 12 October 2021
  • 17 replies
  • 188 views

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  • 3 replies

Hey,

 

I’ve recently moved to the UK, and to a rental house supplied by OVO.

My problem is I can’t create an online account to pay for the energy bill, and the automatic system won’t accept the account number printed on the bill to proceed.

 

Please advise.

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Best answer by Blastoise186 12 October 2021, 10:20

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17 replies

Hi OVO

My contract was due to expire at the end of September but it seems to have been cancelled on  the 3 September. I have tried ringing but my old account isn’t recognised. 
 

I want to renew but I don’t know how. My account number is ***edited by moderator***. 
 

if you can help brilliant

Userlevel 7

Hi @richardfield and welcome to the OVO online community,

 

As this is a public forum, designed for OVO members to offer advice to one another, I’ve slightly edited your comment to remove your account number.

 

It sounds like something might have gone amiss when you tried to renew, you mention your old account number isn’t recognised. Is there a chance you’ve tried to set-up a new account by mistake? (this can sometimes happen if you’ve been looking at our plans via our Quote and Switch page)

 

In order to get this one sorted I’d advise giving the team a call as they’d need to access your account to confirm what’s gone wrong and get things straightened out - you can call them on 0330 303 5063 without needing to enter an account number.

 

Hope this helps - Let us know how you get on.

Userlevel 7
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Heya @Ypok !

I think I know what’s going on here. Is your name actually on the bill? I get the feeling it probably isn’t, which would mean you aren’t the active customer and wouldn’t be able to access the existing account at all. Please could you call the Support Team on 0330 303 5063 and they’ll help you set up a new account - you’ll then be the named customer and have access from that point onwards.

Hey,

You are right, the bill is adressed to “The Occupier”. However I tried to call to set up an account 5 times now, can’t get past the automatic system which doesn’t recognize the Account number printed on the bill. And there is no option to avoid that.

Userlevel 7
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No worries. The Support Team can set you up with a new supply account over the phone. It sounds like a previous tenant or the landlord is still the active customer, so you’ll need to ask the Support Team to go through the Moving In process with you over the phone and that should get things going.

If you are the active customer though, you can’t use the account number on the bill - you’ll need to use your email address as the username in MyOVO. This link should help get the online account up and running. But the team will be happy to take a look if you’re still stuck.

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Ohh ok. Gimme a sec. I’ll try something

Userlevel 7
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Updated on 17/05/22 by Jess_OVO
 

 Welcome to your new home and to the OVO online community,

 

Sorry to hear of the difficulty you’ve had when trying to contact the Support Team. Just to confirm the automated message you hear will ask for an account number but if you don’t yet have an account set-up you can hit # to skip this step and be connected to an agent.

 

I’ve already fed-back the comments you’ve made here to the team to make sure this messaging is clear enough. We’ve also got a great guide to setting up an account here. 

 

Hope this helps get things sorted - Do pop back and let us know how this goes. :thumbsup:

 

But how can I reach a person on the phone? As I’ve said, I can’t get past the automatic system, because it doesn’t recognise the account number on the bill I’ve got.

Userlevel 7
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It seems we’re pretty quick to respond and keep missing each other. I’ll try to slow down a bit more after this comment to give you more time to respond. Sorry about that!

Generally, the system is designed to automatically enter your account number immediately if it recognises you, so that you get past that step. The fact you’re being asked for one means the number you’re calling from doesn’t belong to any known customer, so the system tries to ask for your account number. However, waiting for around 20-30 seconds causes that request to timeout and skips to the main menu. Once you get to that, you’ll be able to get through the usual menu options and speak to the team.

@Tim_OVO could you feed this back to the team please? I think it might be helpful to have some kind of option to immediately skip that account number check for cases where the caller doesn’t yet have an account with OVO, so that it doesn’t become an infinite loop trap. Something like if you don’t have an account with us, or you don’t know your account number, please press star would probably do the trick.

Thank you, It wasn’t evident (especially that it kept repeating that it doesn’t recognize the account number) so I’ve hung up way before the timeout happened before.

 

Managed to reach the customer service and sorted the account out.

Userlevel 7
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No worries, glad I could help!

The phone system OVO is using is pretty new and only recently replaced the old one, so it’s still being road tested and bedding in at the moment. Most of the rough edges and bugs have been fixed, but there’s probably still the odd one or two lurking. I’ve managed to find a few that have since been fixed and hopefully this one will as well. I’ve asked Tim to pass this on as feedback, since I think he’d agree that it could be improved.

Thanks for flagging that up! If you need help again, feel free to stop by anytime.

Userlevel 7

Hi @Ypok - Welcome to your new home and to the OVO online community,

 

Can see our resident community volunteer, @Blastoise186 has already been on hand to offer some great tips as to how you can bypass the option to enter an account number when calling the Support Team. Just to re-confirm the automated message you hear will ask for an account number but if you don’t yet have an account set-up you can hit # to skip this step and be connected to an agent.

 

I’ve already fed-back the comments you’ve made here to the team to make sure this messaging is clear enough - we’ve also got a great guide to setting up an account here. 

 

Hope this helps get things sorted - Do pop back and let us know how this goes. :thumbsup:

Moved into my new house, electricity with OVO and impossible to reach ovo customer service, they providing a phone number where automated system asking for a customer number, since I haven’t got one the system hang up. I’ve got 2 kids with me in the property and they are freezing because impossible reaching OVO! Even when I reach them then they put the phone on me!!!

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Hi @miraclegreat .

Firstly, sorry for the trouble there. I’ve recently suggested a way to fix that phone system issue and I can assure you that Tim and Jess have escalated it to the team that manages the system. It will be fixed asap. In the meantime, you can skip that account number check simply by waiting for around 30 seconds without pressing any buttons and the system will bypass that prompt.

With that being said, if the meters are Pay As You Go, you’ll probably want to chat with Boost rather than OVO, as that’s OVO’s dedicated PAYG brand. They’ll get you sorted out if that’s the case. Don’t give up, you’ll get through if you’re patient.

Userlevel 7

Hi @miraclegreat - Welcome to your new home and to the OVO online community.

 

I’m so sorry to hear of the difficulty you’ve had when trying to give us a call to set-up an account. As our community volunteer @Blastoise186 has mentioned we’re passing on this feedback as we want to make sure it’s clear that you don’t need to enter an account number in order to speak to our Support Team. If you press the hash key (#) you’ll be able to skip this step and reach another menu which allows you to connect to an agent.

 

As you’ve mentioned being off-supply this does suggest your new home may have prepayment meters, in which case you’ll need to give the Boost team a call on 0117 332 3728 (they’re open 8am - 6pm, weekdays and 9am - 2pm on Saturdays). If you’re off-supply you can also reach the Boost team during their emergency-only hours (6pm - 8pm on weekdays,  2pm - 5pm on Saturdays and 9am - 5pm on Sundays)

 

I’m really hoping you’ve already managed to get your supply back up and running - do pop back and let us know how you get on. :thumbsup:

Even if I waited more than 30 sec, the automated system hang up.

 

resolving this automated system issue still not resolve the customer service itself hanged up on me, and never ring me back!!!
 

Userlevel 7
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That’s strange. I’ve never had that problem myself.

However, I think it’s probably a good time for me to play my ace card. I wouldn’t normally do this, since it technically breaks the system a bit, but needs must. As soon as your call connects and the automated system answers, press the hash (#) key immediately and it’ll put you straight in the queue without waiting for any further prompts.

From my own experience, the Support Team will always attempt to call back if the call somehow drops mid-conversation after you’ve gotten through. There’s also the callback feature while queueing as well. If the system thinks you’ll be held in the queue for longer than a set limit, it will offer to call you back as soon as you’re able to get through.

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