Gas top up card stopped working at the paypoint, phones customer support, they gave me a code, wait 2 hours and get new card,.. Nearest place with any cards was 45mins walk, off I go, gets there code wouldn't work, fones back, gets new code,.. Goes back to shop that one didn't work.
Fones back up they said they had booked an engineer for between 8pm - 11pm,... Its now 1.10am and guess what? Engineer hasn't turned up.
Im Cold, ( no Heating), I'm tired, I've no hot water, it's a gas cooker,..and a gas fire, I'm not impressed.. going to be fun trying to get the kids ready for school in morning.
Will I be charged for this engineer, even though he didn't turn up??
Was promised an engineer within 3 hours! Still nothing after 4.5
Seriously agrivated, 2 time I 3 months!
Storm Bert seems to be a possible aggravating factor. I get the feeling the Engineers are dealing with a LOT of jobs right now.
TBH since all suppliers use the same emergency engineers, leaving OVO won’t fix this or get you an engineer any faster.
I'm not suggesting it will,
I'm severely aggravated that there is no numbers I can call,
Last time I this happened I called at 9.30 and got through.
Now? Nothing
Chasing my tail
OVO’s Social Media Team is active right now - if you’re quick you might catch them.
The industry doesn’t consider Gas to be as essential as Electricity, hence why there’s no National Gas Emergency Line that covers being off-supply.
I tried "chatting " to them
Gave me yes or no questions
And somehow kept coming round to the question of ' do you have a smart meter'
Where were you chatting to them? Sounds like you didn’t do something right. If it was the bot, it does connect you to a human but you need to answer its questions first.
Send them a DM via Twitter for now - they’ll respond in the morning.
Hey @Nichola48
Sorry to hear about this.
Did you manage to get it sorted with the Support Team in the end? Let us know how you got on.
Hi @Katebrook ,
Sorry to hear of the trouble. If my understanding is correct, you will NOT be charged for that visit at all - it wasn’t your fault the engineer didn’t show so any fees are waived. In fact, I think you might be owed £40 compensation for the trouble.
For now, please call OVO immediately on 0330 175 9669 to get another engineer set up.
I’d strongly recommend you consider getting Smart Meters as a priority though, as this would mitigate future issues like this one.
Meanwhile… Let me fix that ugly link to something a bit less ugly...
That’s more like it.
Morning @Katebrook,
I’ve sent you a private message to get some more information from you. I’m really sorry to read about the issues you’ve been having.
@Blastoise186 is correct you won’t be charged for so please don’t worry about that.
Thank you so much for all your replies,... I've been on the phone with OVO for over an hour this morning,.. Arranged another app for an engineer ... So fingers crossed someone turns up today x
Thanks for the update @Katebrook!
Please keep us updated 
Engineer turned up, 15mins before the 3hr deadline,.. Credited my meter with £10 to put me on till new gas card gets here,.. Sent out Friday morning apparently,.. . Still waiting......
FYI the post appears to have been backlogged recently. For some reason, I only just received a Christmas card yesterday… That was sent in early December from the next town over (even shares the same sorting/delivery office as I do!).
Morning @Katebrook,
Sorry to hear that the card hasn’t arrived yet. They’re sent out first class so hopefully it should arrive today 
When it arrives, you’ll need to put the card in the meter for 30 seconds to activate it, and you can then go and top it up.
Keep us posted!
@Katebrook I’m sorry to hear this. I’d recommend contacting Support again and ask them to double check that the card was sent correctly. They’ll also be able to offer the alternative option of you picking a card up at a local shop, providing that they stock our cards.
Tried picking the card up from the shop twice,. Both times the codes they gave me didn't work..
That's why they said last Friday morning they had sent me one out and it would be here within 48-72 hrs,
Still waiting...
Been back in touch with customer support,
Apparently card has been sent and I should have recieved it, ... Nope not got it,
They can give me a code and I can pick a new card up,...
Did that last time twice and none of the codes they gave me worked,
" But it will work this time,".... the lady on the phone said…
If I've still got my old top up card I could use that,...well obviously I would do if it worked.
All them 5 diff paypoints I tried when my card first stopped working must not have been doing it properly,.
So here I am 7 days after my card stopped working,... Still in the same position of No working card and No Gas
I give in
Morning @Katebrook,
Did you have any luck collecting the card at the Paypoint?
Code didn't work,....
Post man has been and suprise, surprise... Still no card,…
@Katebrook I’m so sorry to hear this. I’m going to reach out to you via private message, get back to me when you can.
Been on fone yet again to customer services,... Now the lady said I don't need a TAG code for a gas card and to go get blank one from the shop, insert it into the meter and it will work,.... Am I being fobbed off yet again??
That won’t work - the TAG Code authorises the card transfer and has to be done at the shop, otherwise the meter will reject the card as unknown.
Thank you... That's what I thought,..
This is getting silly now,... Nobody at customer services seems to know what they are doing..
How difficult is it to get a top up card sent out or even a working Tag code?
Seem to spend half my day on Hold to them just to be fobbed off
