OVO Energy (SSE Energy Services)
OVO Energy's Emergency Meter Support department assists Pay As You Go customers with a range of services, including topping up meters, handling payment queries, and addressing urgent issues like loss of supply or meter faults. The department operates Monday to Friday from 08:00 to 20:00 and on weekends from 09:00 to 17:00. Common reasons for calling include managing account queries, obtaining tariff information, and registering complaints. Customers are encouraged to call on Monday or Thursday mornings to avoid long wait times, which are typically longer on Tuesdays and Saturdays.
Updated 4 Nov 2025
Expected outcomes
- Top up meter balance
- Resolve payment queries
- Report loss of supply
- Fix meter faults
- Manage account details
- Obtain tariff information
- Register service complaints
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Account number
- Meter details
- Personal identification
- Address
- Complaint details
- Payment method
Known issues
Customers frequently experience long wait times, especially on Tuesdays and Saturdays. To minimize waiting, it is advisable to call on Monday or Thursday mornings. Additionally, only about one-third of callers report their issues being resolved on the first call. For unresolved issues, customers should request escalation to the specialist complaints team. Having all necessary information ready before calling can help expedite the process and improve the chances of a successful resolution.
