Why has my engineers visit failed again?

Thank you for this. I will apply for this but you are right. It is not as helpful as keeping the appointment. 

i have been waiting for hours now and have not seen, heard from ovo and have been waiting with no gas in the cold. was told that i will be charged £30 if i miss this appointment. i have no way to get gas and was supposed to get a smart meter installed. my mother is disabled and medication for herself and myself is overdue as we live separately. I am not happy with this and cannot express how much this has frustrated us

Hi @xkmxl

You could try the ovo facebook or twitter pages out of hours 

https://www.facebook.com/ovoenergy

There aren't any ovo staff here. 

Hi @xkmxl 

I’m really sorry to hear about this.

Jeffus has given some good advice here with the social media contact channels.

You’ll now be able to speak with the team over webchat, and they’ll get this rebooked for you and get someone out.

The phone line will open at 9am-5pm on 0330 303 5063.

All of a sudden my smart lol meter has stopped communicating. Had an engineer booked this morning calling by 1300 hrs. 15oohrs decides to track him down. After contact Ovo couldn't see a booking made. Iclve now got to wait in till 1800hrs. I don't feel confident.

In the mean time I have £500 worth of freezer food defrosting. Who do I claim off?

Probably be back in morning having another rant

105 is the number to call. You CANNOT claim for the freezer food however 

There’s a big difference between a Smart Meter not communicating and a power cut.  The National Grid 105 number is used If you’re experiencing a power cut i.e. a total loss of incoming power to the premises.  That’s easy to check - ask the neighbours. We hear on this forum all the time about smart meters (NOT the IHD) not communicating but that will result in a billing issue not a grid supply issue.  Your home/contents insurance will usually cover freezer food up to the value specified in your policy documents - just don’t keep opening the freezer door to check! Meanwhile just make sure that the freezer hasn’t been switched off by mistake.
If you are in the SSEN area then  https://powertrack.ssen.co.uk/powertrack is a very good indicator of grid failure. Other DNO’s have very similar systems.

Hey @Broadm8ke 

I’m really sorry to hear about this.

If a smart meter simply isn't communicating the supply won't be lost. If you’re off supply the Support Team should send out an engineer on the same day. If they’ve not already re-arranged to come out I’d recommend getting back in touch with the team to arrange this. We'd advise to keep the freezer closed as much as possible as it will maintain the temperature for longer if it remains closed.

Just a follow up on yesterday guys

After me hash tagging as much negativity towards Ovo as i could after no sign of engineer we get a phone call at 745pm off engineer he'll  be with us in 30 min.

Credit where credits due he turned up smack on 715pm.

After chatting with him he had a back log of 8 emergency calls to do in the CF area of Wales, which is a good few hundred miles in area to cover on his own

So when customer care give you a 3 hour window it's virtually impossible for him to cover it in time.

So a heads up if engineers a no show in the future.

Anyway all sorted now thanks for the responses 

This is just my experience I'm sure it's the same everywhere else.

*6.45 pm lol