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Buzby
Rank 6
Buzby
Rank 6
December 9, 2023

Our electricity was cut off with no prior notice !

  • December 9, 2023
  • 39 replies
  • 2087 views

I’ve been with BOOST / OVO for years, first as pre-payment, then on credit.

A couple of years ago, when I asked for the meter to be changed from Prepay to Credit, I was told it was not a problem, but the new account would now be an OVO account.

The switch happened, and my Smart Meter changed to Credit mode as I expected. Everything just worked, smooth as silk !.

So smooth, I totally forgot about it. I wasn’t asked for a new DD, the payments were still going to BOOST, and that’s how it has been for the last two years. The latest DD was on 4th Dec.

Last month I decided to switch to a new supplier for electricity. This is the same supplier we  already get our gas from. 

I contacted the new supplier, and it all went through OK. Switchover date was set for 24th Nov.

24th arrived, and went, and my supply just carried on. I viewed my dual fuel account on the web, and it showed the electricty switchover as ‘in progress’.

I phoned new supplier, who said to wait, as it might take a few days to show up. It still showed ‘in progress’ last week, so I phoned again, and was told they would look into it.

This morning, Sat 9th Dec, at exactly 09:00, our power went off.

Saturday morning is not a good time to contact suppliers. I set my wife to contact the new supplier, and I tried to contact BOOST/OVO. I got through first, and found that BOOST/OVO had the ability to turn me back on. The lady I spoke to did that, but was unable to tell me why I’d been cut off. I will wait till Monday before I dig into this further.

Cutting off power with no notice is not good !. Luckily we were at home today, if this had been next Saturday we would have been out all day, only coming home at about 8pm to a cold dark house.  We are on the PSR, but that didn’t seem to matter.

Sorry for this to be such a long post, but I wanted to show the full story. I would not be posting here we had been given notice, because then it would have been our fault.

[ Edit 13:06 - Removed a lot of whitespace ]

    39 replies

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    December 9, 2023

    While that’s unfortunate, if you have switched away from OVO/Boost, then the responsibility that OVO/Boost had for you ended on the 24th November 2023.

    You must discuss this with your new supplier - only they can touch this.

    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!
    Buzby
    Rank 6
    BuzbyAuthor
    Rank 6
    December 9, 2023

    When we contacted our new supplier ( well, his robot ) we were told they couldn’t help, as they didn’t supply electricity to our address !.

    It was OVO/BOOST who cut us off, it is them who should explain why.

    I burn gas, petrol, and diesel. I am 100% Carbon Neutral ( Well, I will be, when I can buy some carbon offsets.. )
    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    December 9, 2023

    Check with your DNO who the supplier is.

    This tool will either tell you directly, or tell you which DNO to contact

    https://supplier.nationalgrid.co.uk/

    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!
      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVO
      Retired Moderator
      December 11, 2023

      Hey @Buzby,

       

      I’m sorry to hear this,

       

      We don’t have access to your account on the Forum, but it sounds like maybe the meter defaulted back to pay as you go? As you said you contacted Boost and they switched the supply back on.

       

      I’d contact the new supplier to find out why the switch is being delayed, I wonder if the two are linked?

       

      Keep us posted with how you get on.

      Renewable Energy? Big Fan.
        Buzby
        Rank 6
        BuzbyAuthor
        Rank 6
        December 11, 2023

        I’m a bit further on, but still no definative answer.

        As I said in my first post, we used to be on PrePay. Earlier this year I requested to change to Credit.

        The BOOST/OVO person I talked to said OK, and  told me the account would change from BOOST to OVO.

        I heard nothing more, so assumed all was OK. ( I realise now I should have asked what was going on. )

        My IHD seemed to confirm the switch, as it stopped showing ‘money left’, and didn’t do that beepy thing saying feed me money !

         

        Today I rang BOOST/OVO. I got shuffled from post to post, but did learn something !.

        (a) I was still on PrePay ! ( Even though the IHD said ‘Credit’ )

        (b) An OVO account for me was started on 20th July 2023

        I have had no paperwork, emails, or phone calls regarding this OVO account. I don’t even know what the account number is !. ( I did ask, but by the time I confirmed my identity for the fifth or sixth time, the question got forgotten. )

         

        My suspicion is that my monthly payments to BOOST, which have been the same for years, were now not enough. As the meter/IHD didn’t warn me, and I got no letter or email saying there was a problem, you can imagine my surprise when the power went off !.

         

        Are there any rules or regulations about cutting off power ?.

        Is the cut-off done by a human or a robot ?.

        Is there a way I can talk to the relevant BOOST/OVO departments using email ?

        ( Why get me to confirm my email address if BOOST/OVO don’t use it ? )

         

        I’ve spent another hour on the phone today, and I’ve got other thing to do. Email comms would be so much more convenient.

         

         

         

         

         



         

         

         

         

        I burn gas, petrol, and diesel. I am 100% Carbon Neutral ( Well, I will be, when I can buy some carbon offsets.. )
        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        December 11, 2023

        Email is the slowest route, you’d be waiting a lot longer.

        Try Live Chat instead.

        OVO: https;//ovoenergy.com/help

        Boost: https://boostpower.co.uk/help 

        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!
          Buzby
          Rank 6
          BuzbyAuthor
          Rank 6
          December 11, 2023

          Live chat is a robot, it just goes round in circles !

           

           

          • Business said

          What do you need help with?

          1:14 PM
           
          You said

          Related to billing

          1:14 PM
           
          Business said

          Please tell me what type of query you have so I can help you find the right information, e.g. billing query, my online account, meter readings

          1:13 PM
           
          Business said

          One moment, please, and I will put you through to someone.

          1:13 PM
           
          You said

          Yes

          1:13 PM
           
          Business said

          You want to speak to an advisor. Is that correct?

          1:13 PM
           
          You said

          I need to talk to a human.

          1:12 PM
           
          Business said

          Sorry. I didn't catch that

          1:12 PM
           
          You said

          It is not one of those. I need to talk to someone.

          1:12 PM
           
          Business said

          What do you need help with?

          1:11 PM
           
          You said

          Yes

          1:11 PM
           
          Business said

          I think you have a billing query, is that correct?

          1:09 PM
           
          You said

          I want to discuss my electricity account.

          1:09 PM
           
          Business said

          My mistake. Tell me again what you would like to do.

          1:09 PM
           
          You said

          No

          1:09 PM
           
          Business said

          I think something's gone wrong with your online account or OVO app login, is that correct?

          1:09 PM
           
          You said

          Can you access my account details ?

          1:09 PM
           
          Business said

          Please tell me what type of query you have so I can help you find the right information, e.g. billing query, my online account, meter readings

          1:08 PM
           
          Business said

          Hi there, I'm OVO's chatbot. Let's see if we can find the answer you are looking for. If I can't get you the answer you need, I'll put you through to one of our support team.

          1:08 PM
          This is the beginning of your conversation with us.
          New message Business said What do you need help with? Something Else Paperless Billing Braille or Large Print Bills My Usage Change Correspondence Address Contract Exit Fees & End Dates Am I in credit/debit? Billing Frequency Download My Bills View My Bills 1:14 PMd45a66bdc2392af7c98be0e17bba0cbb
           
           
           
           

           

          I burn gas, petrol, and diesel. I am 100% Carbon Neutral ( Well, I will be, when I can buy some carbon offsets.. )
          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          December 11, 2023

          Just say the word “agent” (without the quotes) at the start, the bot will then step out of the way and put you through to a human.

          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!
            Buzby
            Rank 6
            BuzbyAuthor
            Rank 6
            December 11, 2023

            I’m not after speed of resolution, I’m after accuracy and an audit trail.

            I burn gas, petrol, and diesel. I am 100% Carbon Neutral ( Well, I will be, when I can buy some carbon offsets.. )
            Blastoise186
            Super User
            Blastoise186Super User
            Super User
            December 11, 2023

            Live Chat will give you that - the conversation gets logged to your account and you can request a copy anytime.

            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!
              Show more replies
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