How to get help and support this festive period
Whether you’re wanting to check your latest bill or need help from OVO’s Support team, we’ve got you covered this winter.
Can I do this myself instead of contacting someone at OVO?
If you get a regular bill to pay for your energy (pay monthly), you’ll be able to find what you need in your online account. You can also download our handy OVO app to help you manage your energy. Here’s a guide to the online account, and here’s more information about our app.
We’ve also got a Help center full of guides and tutorials that link up with your online account to help make managing your energy easier. Plus this forum has thousands of questions and discussions, with members on hand to offer their advice.
For prepayment customers with a smart meter, you can also use your online account and our OVO Top-up app (from the Apple App Store or Google Play) to manage your meter credit and make top ups. See these guides for help and advice.
If you’re a prepayment customer without a smart meter, we’ve made this guide to help with the most common questions.
When are you open?
You can contact our Support team by webchat or phone here. We’re also on Facebook with some extended opening hours for emergencies. To start a Facebook Messenger chat, go to the bottom left corner of this webpage and click the blue circle. You can chat to us as a ‘guest’ if you don’t have a Facebook profile.
| Pay monthly | Prepayment | |
|---|---|---|
| Saturday - 23/12/23 | Normal hours: 9am-2pm | Emergency support: 9am-5pm |
| Sunday - 24/12/23 | Closed | Emergency support: 9am-5pm |
| Monday - 25/12/23 | Closed | Emergency support: 9am-5pm |
| Tuesday - 26/12/23 | Closed | Emergency support: 9am-5pm |
| Wednesday - 27/12/23 | Normal hours: 9am-5pm | Normal hours: 8am-8pm |
| Thursday - 28/12/23 | Normal hours: 9am-5pm | Normal hours: 8am-8pm |
| Friday - 29/12/23 | Normal hours: 9am-5pm | Normal hours: 8am-8pm |
| Saturday - 30/12/23 | Normal hours: 9am-2pm | Emergency support: 9am-5pm |
| Sunday - 31/12/23 | Closed | Emergency support: 9am-5pm |
| Monday - 01/01/24 | Closed | Emergency support: 9am-5pm |
| Tuesday - 02/01/24 | Normal hours: 9am-5pm | Normal hours: 8am-8pm |
| Wednesday - 03/01/24 | Normal hours: 9am-5pm | Normal hours: 8am-8pm |
What if I have an emergency when you’re not open?
We’ve made a guide outlining what to do in an emergency. This guide covers:
The OVO Forum is here if you need us
Don’t forget about this forum if you have a question. Our members are on hand for advice, plus we’ve got thousands of questions and discussions. See this forum page for the best tips and tricks to getting the most out of this online community.
We hope you enjoy the holiday!