Skip to main content
M
Rank 1
Maiia S
Rank 1
February 8, 2023
Solved

Incorrect move in date and Meter Serial Number

  • February 8, 2023
  • 7 replies
  • 234 views

I have two open support cases - one about incorrect move in date (opened mid November 2022), and another about incorrect meter serial number (opened end of November 2022). I called OVO multiple times. In the beginning they were saying it would take up to 45 days to resolve the case, which is bizarre in itself, but now it has gone beyond that for both cases, we are at around 80 days now. The support personnel on the phone are extremely unhelpful - they simply do not know any additional information, they just say “I see it is in progress”. Any advice?

Best answer by Jeffus

Updated on 31/10/23 by Abby_OVO

Hi @Maiia S personally i would put in a complaint and see if that possibly speeds things up. 

https://www.ovoenergy.com/feedback

They have 8 weeks before you can take it to the Ombudsman. 

A complaint can some help as no one likes a lot of cases getting escalated and OVO have to publish statistics on the time it takes

https://www.ovobyus.com/m/5d1a0718ff477e6d/original/2022-ovo-quarterly-performance-report.pdf

A 1 star review on Trustpilot is an alternative first is also an idea as these usually get picked up by OVO staff there.

https://uk.trustpilot.com/review/www.ovoenergy.com

Unfortunately no one here has access to your account. 

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

7 replies

Jeffus
Rank 20
JeffusSolved
Rank 20
February 8, 2023

Updated on 31/10/23 by Abby_OVO

Hi @Maiia S personally i would put in a complaint and see if that possibly speeds things up. 

https://www.ovoenergy.com/feedback

They have 8 weeks before you can take it to the Ombudsman. 

A complaint can some help as no one likes a lot of cases getting escalated and OVO have to publish statistics on the time it takes

https://www.ovobyus.com/m/5d1a0718ff477e6d/original/2022-ovo-quarterly-performance-report.pdf

A 1 star review on Trustpilot is an alternative first is also an idea as these usually get picked up by OVO staff there.

https://uk.trustpilot.com/review/www.ovoenergy.com

Unfortunately no one here has access to your account. 

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

M
Rank 1
Maiia SAuthor
Rank 1
February 13, 2023

Thanks @Jeffus , I have sent a complaint after writing this post but haven’t heard back yet. Did you mean 8 weeks after the complaint before I can take it to the Ombudsman, or 8 weeks from when my issues were open?

Blastoise186
Super User
Blastoise186Super User
Super User
February 13, 2023

Eight weeks after complaint in most cases iirc

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!
Jeffus
Rank 20
Jeffus
Rank 20
February 13, 2023

Thanks @Jeffus , I have sent a complaint after writing this post but haven’t heard back yet. Did you mean 8 weeks after the complaint before I can take it to the Ombudsman, or 8 weeks from when my issues were open?

8 weeks after submitting your complaint. 

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
February 14, 2023

Hey @Maiia S,

 

Really sorry to hear this,

 

I’ll get Forum_Support to reach out, please keep an eye on your private messages.

 

Hope this helps. 

Renewable Energy? Big Fan.
M
Rank 1
Maiia SAuthor
Rank 1
February 20, 2023

@Emmanuelle_OVO I’ve received a response from Forum Support and it’s a joke. Basically, just saying cases are high priority (something that I asked for myself more than 2 weeks ago already - with no effect). So literally, no new information, no help. I think the expectations have to be managed if the function of support is just reciting the same thing the support says on the phone - because I already called a dozen times. More than 3 months just to update the move in date - and even “priority” status doesn’t help - how big is the backlog exactly? How many times do I need to get just a recital of the current case status instead of actual help? 

Jeffus
Rank 20
Jeffus
Rank 20
February 20, 2023

Hi @Maiia S Capacity in OVO has been raised many times by some of the regulars on this forum. Vote for this 

 

    Terms & ConditionsAccessibility statement

    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd