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All about your OVO account. You’ll find questions and answers about your energy use, charges, payments, refunds – the usual energy supplier stuff, in one place

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F.A.Q.

Struggling with your energy bills? We’re here to help

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F.A.Q.

Complex Multi-Rate Meter & Heating types

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Tutorial

Do I need to submit a meter reading or do anything ahead of the Price C...

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628 Topic threads

Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My account

Here are the other ways you can let us know about a loved one's passing

 We know that when someone passes away, speaking to an energy company may be the last thing you want to do.  LifeLedger is a free online tool that lets you get in touch with us and other companies, to tell us that someone has passed away. It means you can contact multiple companies from one place. Use this link if you’d like to use LifeLedger to notify us.  You simply start filling in the form provided on the link above, and tell us directly. Once you’ve told us about a bereavement, you can then use LifeLedger to tell 100s of other companies at the same time. What happens next?Our dedicated team will be in contact to arrange a necessary transfer of the account, or to finalise the closing of the account. We know this can be an emotional time, so the LifeLedger platform is simple to use and brings everything together in one place. That way, you don’t have to worry about repeating yourself or waiting on hold.  Other ways to register a loved one's passing with OVO?By filling out this form

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Emmanuelle_OVO
Community Manager
1 month ago
N
Carbon Cutter*
nils_aksnesCarbon Cutter*
Posted in My account

THTC meter - Removal Request

Hi folks, I am trying to have a redundant THTC meter removed from my house and OVO seem to be refusing to do this. Can anyone help explain what I should do? Some background info below: We moved to a property in March last year in the west of Scotland. The property has two meters with a THTC setup running storage heaters. We are getting the storage heaters removed in February and an air source heat pump installed.  Once this work has been carried out there will be nothing running from the RadioTelemeter (THTC) meter. I have contacted OVO by phone yesterday to request that this meter be removed once it is no longer in use. The person I spoke with said that OVO would not do this because doing so would stop the other (ordinary) meter working. They weren’t able to explain why this would be the case. After some time on the phone I was told that if I emailed OVO with evidence that the THTC meter would not powering anything then they could arrange for it to be removed. This seemed like a posit

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C
Carbon Cutter**
3 hours ago
S
Carbon Cutter*****
Simon TateCarbon Cutter*****
Posted in My account

How do I contact Boost Energy with a complaint?

Does anyone now how to contact with a complaint other than they hideous online chat 

69
G
New Member***
8 days ago
B
New Member***
Beverly24New Member***
Posted in My account

Can OVO back-bill me further than 12 months due to errors?

Hi everyone,Getting desperate for help now.  Ovo have last month billed me almost £3000 for a 3 month period back in 2020.  I have a separate final bill received back in 2020 which shows as paid, in fact it actually shows a credit balance.They are now persistently threatening me and chasing for the £3000 which I clearly don’t owe them.I have phoned multiple times, I have emailed them as per their complaints procedure (on 18 July) I have also whatsap’d them.  I’ve had no response to my email; when I phone they say it will be sorted; in whats app they give up.How on earth do I get the complaints team or frankly anyone at Ovo to actually address this issue please?Thank you for any advice.. 

18
B
New Member*
5 hours ago
R
Carbon Cutter***
Rheamean14Carbon Cutter***
Posted in My account

Error on March 2024 bill not being corrected

Hi everyone Have any of you had any issues with your March bill?My electricity charges are incorrect - they've used 1/3 meter readings as a start and 5/3 meter reading as an end despite having a daily reading for the entire month from my smart meter. I've spoken to 4 different people on the help chat and was promised it would be sorted so I wouldn't have a massive catch up bill this month but no luck. Also it keeps telling me it can't tell me if my direct debit is correct and this has been going on for a month now. Causing me major worry as money is tight enough without knowing where the heck we are with our account. Any hints/suggestions or any similar stories please? Thank you 

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ChristopherS_OVO
Community Moderator
6 hours ago
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
posted in My account

Why is my Future Annual Consumption estimate so persistently high?

I have just read this passage about FACs in another thread: “… my own experience shows that [the future annual consumption figure] is being based on, (or at least being adjusted based on) actual meter readings. I could see my FAC for gas changing (reducing by large amounts) within minutes of submitting a new meter reading.”This is what is supposed to happen, if I understand the wording here: Usage projection is a figure produced by our billing system, that uses smart meter readings (if available) to project the usage for you over the next year.We clearly have a two-tier system: an ineffectual one for smart meter customers, and another better one for everyone else. Those who submit manual readings 'see their FAC changing within minutes.' Those of us with smart meters are apparently subject to a system which can take months to adjust the FAC to actual usage, despite having meter readings recorded automatically every day.My own (electricity only) FAC got stuck last year after a meter adju

14
Nukecad
Plan Zero Hero
7 hours ago
P
Carbon Cutter*****
PadsterCarbon Cutter*****
Posted in My account

A recommended direct debit amount isn’t available right now

DD amount advise continually unavailable, is it just me?

11
R
Carbon Cutter***
22 hours ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account

Variable price change, OVO Simpler Energy Plan and the Ofgem price capTutorial

Updated on 14/12/23 by Tim_OVO Ofgem’s energy price cap limits what you pay for gas or electricity on a variable rate plan. You can see the latest information regarding the price cap levels and date changes on the Ofgem site here. The way energy suppliers set prices is impacted by: The price cap – set by Ofgem, the energy regulator. This limits the amount customers on variable rate plans will pay for each unit of gas and electricity and sets a maximum standing charge. The Energy Price Guarantee – provided by the government to help households with energy costs during the energy crisis. It’s a discount on gas and electricity prices and is in addition to the price cap. It applies to both variable and fixed rate plans. If the Energy Price Guarantee (EPG) is above the level of the price cap, it won’t impact prices for anyone who pays monthly.  What this means if you pay monthly for your energy If you're on a variable rate plan, your unit rate and standing charge will change on 1st January,

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Robert Beisley
Carbon Cutter**
14 days ago
R
New Member*
reannasmithNew Member*
Posted in My account

Historic bills keep changing and random huge Balance Adjustment has appeared with no explanation

Can anyone help answer why my bills keep changing and why I have a huge balance adjustment on my account suddenly? I’ve been paying £75 direct debit for my two bed flat but received an email recently telling me it was going up to £452 a month.  Shocked, I logged into my account to find all my bills from February were £300+ even though I could swear it was only recently I was in credit.  I’ve checked back on my emails and as recently as May I was £95.62 in credit.  I logged on to check my bills again today and now they’ve all changed again, dropping to around £150 a month but I’m still in a similar amount of debt because there’s a new Balance Adjustment for £975.58.  There’s no details about what this balance adjustment is or a breakdown at all and no explanation for why all my bills are now different again.  I phoned the support team who said it’s something to do with SSE but they couldn’t give a breakdown either and simply offered to reduce my direct debit by 15% which is still extort

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J
Carbon Cutter****
14 days ago
N
Carbon Cutter*****
newjerseyminxCarbon Cutter*****
Posted in My account

Why do OVO use an estimated reading when I input my readings via the online portal?

Apologies if this question has been raised by others before me but I am always puzzled by the readings OVO have used to calculate my monthly bills.On the 19th day of each month, I input my gas/electricity readings religiously via the portal but when I receive my bills, OVO always add 5KW to the electric reading and around 4kw to the gas reading I have given them.  I cannot understand why the opening reading on my bills are always the estimated ones instead of the ones I have given OVO.This has been the situation since OVO took over from SSE.  I have tried to contact customer service on many an occasion to get an answer but each time come up with a blank.  I’ve been told my calculation day is the 19th of each month hence why I give my readings on this date.If anyone can explain this billing puzzle then great as I always feel I can’t trust the accuracy of my bills and before you ask, NO I don’t want to change to a smart meter.   

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ChristopherS_OVO
Community Moderator
1 day ago
M
New Member*
markflatNew Member*
Posted in My account

How do I contact OVO Customer Services if I need some help?

How do i contact Ovo Customer Services - is it only through this forum?

237
Blastoise186
Plan Zero Hero
1 day ago
L
Carbon Cutter*
l_scattergoodCarbon Cutter*
Posted in My account

Why such a large increase to my recommended Direct Debit?

I find it hilarious that OVO advises me to increase my direct debit from £85 to £160+. A month on a two up two down townhouse when I switched because they were cheaper than my previous supplier. . Don’t they realise I will simply switch back . Lol  

320
ChristopherS_OVO
Community Moderator
2 days ago
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
posted in My account

Are our bills too complicated?

When I open my billing page, I’m often asked “How easy is it to understand your bill?”, which I usually answer with ⭐⭐⭐⭐⭐.  I was reminded of this when I recently had a message from an acquaintance ‘over there’, who was bragging about getting a negative bill for electricity for the first time since installing a solar PV array last year. He has gas central heating. This is what he was so proud of:  COA = City of Austin, Texas They use a sliding scale of unit rates, increasing with usage per month:[From Residential Rates (austinenergy.com)] So, all sorts of costs on top of the unit rate plus a standing charge ($14/month) equivalent to 37p/day. Apparently, the average household in Austin uses 10,200 kWh of electricity annually.Apart from the surprise that this capital of the ultimate capitalist state has its utilities in socialist public ownership - which explains the charge for street lighting - I was struck by the complexity of the bill. Can you work out what the average household’s ann

3
BPLightlog
Plan Zero Hero
2 days ago
B
Carbon Cutter***
BbernieCarbon Cutter***
Posted in My account

entering meter readings in new app?

I need to send a meter reading as I know my gas meter doesn’t send them but can’t see how to do so in the new version of the phone app. Can anyone tell me how?

2
B
Carbon Cutter***
3 days ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account

I think my meter is clocking too fast - How can I test if my high usage is due to a faulty meter?

Updated on 17/08/23 by Abby_OVO ​​​​​​Your guide to checking the accuracy of your meter: How to carry out a Creep Test, a circuit check and book a Meter Accuracy Test (MAT) Have you noticed an unexpected change in the amount of energy your meter’s clocking? Are you worried that it might not reflect what you’re actually using? We’ve made this guide to help outline all of your options so you can be confident that everything’s working as it should, and you’re only being charged for what you’re actually using.  My bill is higher than usualFirst things first, it’s always worth checking that your charges are based on actual readings rather than estimated readings. You can view the latest statement on the ‘Billing history’ page of your online account or OVO app (download for Android or iOS). Exact appearance may vary ‘Download this bill’ or ‘View details’ to see if the reading is estimated (hint: it will say estimated next to the reading if this is the case). By checking the reading on the me

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S
Carbon Cutter*
4 months ago
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
posted in My account

A discussion: To stay on Economy 7 or not

Some of us with old, ineffective night storage heaters may have decided that, the price of electricity being what it is, there are better ways of keeping warm. If the heaters aren't being used, or used as much as they once were, it may be that the higher unit rate for peak-time usage means that an Economy 7 tariff may be more expensive overall than a single-rate plan. This post may help you decide.You will need to know how your current electricity consumption is split between peak and offpeak periods. The last six months usage should give a fairly good indication, so now in February:Find your bill for last August, or look it up online. Make a note of the peak and offpeak meter readings for the beginning of the period, e.g. 1 August. Find the same figures on your bill for last month (January), this time taking the readings for the end of the period. Subtract the peak reading for August from the one for January to find the peak-time consumption for the whole period. Similarly, subtract t

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Firedog
Plan Zero Hero
5 days ago
C
Carbon Cutter*****
Colin WheelerCarbon Cutter*****
posted in My account

SWITCHING TO ANOTHER SUPPLIER

After 7 months of pure aggro with OVO, having been auto migrated from SSE we have given up trying to resolve the issues caused by OVO and decided to switch suppliers. We have tried and failed to get OVO to treat us with fair customer service, and despite several interventions by Ombudsman services are still not in a position where we get proper service as both a high winter consumer and a high summer provider of Power. Facts;It took more than 4 months to get our import billing correct after merge, with opening and closing figures for bills being based on estimates despite us supplying meter readings.7 Months from merge and we still have no detail from our FITS readings and Export readings or accurate statements.We have never been able to add an Export reading to our account online as OVO refuse to make this provision available, and e mails sent to the FITS team are never answered, a standard acknowledgement of receipt “ we are very busy you know!” Due to no statements being provided we

1
Shads_OVO
Community Moderator
6 days ago
M
Carbon Cutter****
MarkS1Carbon Cutter****
Posted in My account

When will I get access to my online account?

OVO have treated their customers who are on their legacy on-line portal very badly. OVO decided not to inform customers by email that their on-line access had been suspended and have failed to pro-actively keep us informed of when our on-line access will be restored. Despite being assured on multiple occasions that on-line access would be restored by the end of 2023 this is now promised in Q1 2024. Customers need to let OVO know that they need to keep us regularly informed and make it a priority to restore our on-line access by the end of January not the end of March 2024. A selection of my recent correspondence with OVO is below.   9th December“I am afraid I have no infinitive date on when you will be migrated over to our upgraded system, where you will be able to use the app.  When we spoke some time ago, we said end of the year However, let me take this away and see if I can get an update.”11th December“We are currently working towards getting a defined date for when you would be ab

141
Shads_OVO
Community Moderator
7 days ago
M
New Member*
MCBrowncoatNew Member*
Posted in My account

Gas meter reading history not showing

Hi, having submitted meter readings for electricity and gas on the 21st April I noticed that my gas meter reading history is not showing for the last five years, the last reading is showing as the 26th July 2019, even though I have been submitting every month. I've seen on this forum that this problem has occured with other users, is this a known issue again and if so, when will it be fixed?

1
Shads_OVO
Community Moderator
7 days ago
Gary
New Member***
GaryNew Member***
Posted in My account

Can we get access to the OVO energy online account API to download our smart meter usage data?

Hi Ovo, I wondered whether the API that powers your live and historical usage page in the account menu is something you could look into opening up a bit so we can freely access our raw data and also perhaps it may stimulate some interesting community projects? For instance (more sport related), Strava and Fitbit.

142
knight
Carbon Cutter**
7 days ago
G
New Member*
gbucklerNew Member*
Posted in My account

How can I submit a Feed in Tariff or Smart Export Guarantee reading?

Where can I access the OVO FiT reading submission form as the links in the e-mail I have been sent do not work?

34
S
Carbon Cutter**
16 days ago
C
New Member***
Chris84New Member***
Posted in My account

I had an agreement with my previous supplier but it's not been carried over to OVO, what can I do?

Back when SSE were the supplier before OVO took over from them,i agreed to changed my gas from fixed rate to pay as you go and pay of the remaining debt ,i have confirmation letters saying welcome to pay as you go but since summer 2018 no one has came out to change my gas over, same thing november 2018 sent out letters after i agreed again on phone to change it to pay as you go its now febuary 2024 and still no one has came out to change the gas over to pay as you go and now im in quite abit of debt close to 3k now im being passed over to debt collection agency's this whole process has been a nightmare , personely i think they should clear the debt as i agreed to pay as you go and they are the ones at fauly for agreeing to switch me over but not actually doing anything. 

15
C
Carbon Cutter**
21 days ago
S
Carbon Cutter****
sinca123Carbon Cutter****
Posted in My account

High electricity usage- What could it be?

My apartment is on electricity only! why my electricity  heating using 10KW to run in 50 minutes! It cost me 4£ to run for only 50 minutes! 

50
J
New Member*
16 days ago
J
Carbon Cutter****
JamCarbon Cutter****
Posted in My account

How do you escalate a complaint?

How do you escalate a complaint to stage 2?I have no final statement for gas after 7 weeks. No one is allocated to produce the final statement so Customer services say that the complaints department won’t speak to me. I wait on hold for 50 mins. They put the phone down without speaking when I finally get through. How do you get through to this company? 

15
J
Carbon Cutter*
16 days ago
M
Carbon Cutter****
madhouseCarbon Cutter****
Posted in My account

Meter readings not updating account balance

I always send my meter readings on the due date and then check my account to see whether they’ve been activated. I submitted readings on July 8. They still have not updated my account by today, July 11. Usually the updates happen within the hour. Anybody else not able to see how much they’ve spent in the past month?

18
W
New Member*
19 days ago

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