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62 Topic threads
Buzby
Carbon Cutter*****
BuzbyCarbon Cutter*****
posted in Extra Support
Our electricity was cut off with no prior notice !

I’ve been with BOOST / OVO for years, first as pre-payment, then on credit.A couple of years ago, when I asked for the meter to be changed from Prepay to Credit, I was told it was not a problem, but the new account would now be an OVO account.The switch happened, and my Smart Meter changed to Credit mode as I expected. Everything just worked, smooth as silk !.So smooth, I totally forgot about it. I wasn’t asked for a new DD, the payments were still going to BOOST, and that’s how it has been for the last two years. The latest DD was on 4th Dec.Last month I decided to switch to a new supplier for electricity. This is the same supplier we  already get our gas from. I contacted the new supplier, and it all went through OK. Switchover date was set for 24th Nov.24th arrived, and went, and my supply just carried on. I viewed my dual fuel account on the web, and it showed the electricty switchover as ‘in progress’.I phoned new supplier, who said to wait, as it might take a few days to show up.

159942
B
New Member**
9 months ago
C
New Member**
CJ21New Member**
Posted in Extra Support
How do I get my £150 Warm Home Discount on a key meter?

A question on how to get the £150 on a key meter.  I says to put something on the key for 3-5 days in a row, and in the same place, does it matter how much you put on each day?  Today I put £1 on and was going to for the next 4 days again, would this work? Bloke in the shop seemed to think I needed to put up to £150 on to get the £150!! Which I’m sure isn’t right! 

13597
Blastoise186
Plan Zero Hero
9 months ago
N
Carbon Cutter*
NiknakpaddywhackCarbon Cutter*
Posted in Extra Support
Warm Home Discount not being added despite me topping up

Hi just wanting to find out if anyone else is having bother getting their warm home discount.I have a pay as you go meter, and i have topped up 5 times  on different days at the same shop , and put the key in the meter each time, but it is not triggering the payment.Just wondering if there have been any problems regarding this that i’m not aware of, thanks for any help 👍🏼

93419
Blastoise186
Plan Zero Hero
10 months ago
D
Carbon Cutter***
DS110271Carbon Cutter***
Posted in Extra Support
Switched from another supplier- Missed out on Warm Home Discount?

Hi. In 2022, I was moved, not by me, from SSE to OVO.  Subsequently, that year, I did not receive the Warm Homes Discount, despite having received it both before and since.  Is there any way I can fight my case to get reimbursed, pls?   I no longer have my letter of entitlement.   Thank you.   Kind regardsDebbie

80012
Abby_OVO
Community Manager
10 months ago
N
Carbon Cutter****
Nighthawk99Carbon Cutter****
Posted in Extra Support
Is my Warm Home Discount delayed?

Tonight I've had an email from Ovo telling me that I'm going to be getting the warm home discount.My question is,WHY is there going to be a delay until November ??   

262225
A
New Member*
11 months ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in Extra Support
Price cap changes: supporting our membersNews

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,

570960
Jeffus
Plan Zero Hero
11 months ago
H
Carbon Cutter*
HamCarbon Cutter*
Posted in Extra Support
Just moved in- Have I missed Warm Home Discount cut off date?

Hey! New member here 👋 - I hope everyone is okay! This isn’t my first Community rodeo 😆  I’ve just moved into a new property supplied by OVO (never had them as my supplier before!) so I’ve just got a few questions…  Have I missed the WHD cut off? Just wondering if I’ll be eligible at my new property. I know that it’s done automatically this year, but wondered if I need to submit something as I’m joining the party late.  We have SMETS1 meters at the property - my account hasn’t been set up properly in your guy’s side yet so I’m not too sure if it’s functioning. But we don’t have an IHD - just wondering if we would be able to get one? / if we will have the meters upgraded to SMETS2.  Do I have the option to pay via a variable DD rather than fixed? We’ve just signed up to the loyalty fix and it’s saying £153 a month!!!!!! And we by no means can afford that! So I think variable DD with as little usage as possible will be best for now.Any-whooo folks, it’s late now! Hopefully someone repl

27314
Jeffus
Plan Zero Hero
1 year ago
M
New Member***
MinxyNew Member***
Posted in Extra Support
Where is the help for vulnerable people

Despite the fact I have put £165 on my "smart" meter in the last 10 days it is registering less than £4!  My electric is forever shutting off, two weeks ago it shut down and when I called AGAIN they were sending someone out to check the meter.  I'm still waiting for them to arrive.  Today I phoned AGAIN and have been informed NONE of my payments have gone through!  Not only that there is more than £100 discrepancy between the payments I've made and what they register.  It would stand to reason that as my energy supplier I would of made more than 5 payments, which they should know, how can their system only go back two weeks?!  Now I have to prove I have made more than 5 payments, even though the money has been taken and to add insult to injury they are about to take another payment!  Plus apparently when I spoke to customer services they took money from my account that day that I knew nothing about!  All of this is making me ill now, I can't afford to be paying £300 plus a month and no

6224
Abby_OVO
Community Manager
1 year ago
W
Carbon Cutter****
WoojeeCarbon Cutter****
Posted in Extra Support
Warm Home Discount "EXIT_NOT_ELIGIBLE"

Greetings, I trust you’re all well. Last year, with the changes to the Warm Home Discount (in Scotland) it was changed to a Core and Broader group. I was still with SSE at that point and put my application through them (as a broader group) before I was moved to OVO. I was successful in my application and the money was applied to my account. This year, however, I am  unable to make any progress using OVO’s form to apply. (See: https://api.warm-home-discount.ovotech.org.uk/form) my circumstances have not changed since last year (other than being moved from PIP to ADP) however I’m continually met with the error message “EXIT_NOT_ELIGIBLE” with no other information on the page. I’m guessing that code is suggesting that I am not eligible, but I cannot understand why as I do meet the criteria this year again as far as I am aware. Housing Benefit / Council Tax Reduction as single person Income Related Employment and Support Allowance ADP + severe disability premium (unsure if that folows over

3457
Abby_OVO
Community Manager
1 year ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in Extra Support
Had a call from 0117 332 6934? Don’t worry, this is an OVO numberTutorial

We’ve seen an increase in customers letting us know they’ve been called by 0117 332 6934. So we thought we would confirm here that this is a number used by our Collections Team. They’re available on that phone number from Monday to Friday 9am-5pm. The team’s there if you need some support paying your energy bills. They can help find a solution that works for you, this includes setting up a payment plan, and spreading the cost of your energy to make it more manageable.  Our dedicated team can also give advice on energy debt and talk you through more support that’s available. They can also show you where to find free, independent advice. Unfortunately we can’t control what third party websites say about our number, and you should always be careful when giving bank details over the phone. If you’re ever unsure about who you’re talking to, it’s best to hang up and call us directly on 011733 26934 – then you can be sure you’re talking to our team. If you have a bill you need to pay, you can

66293
B
Carbon Cutter****
1 year ago
R
Carbon Cutter***
Runway0927Carbon Cutter***
Posted in Extra Support
Why are the collections department contacting me over my final bill despite a payment plan already being arranged?

We moved house back in May and ended up with a large final bill of £350. I spoke to Ovo and we agreed a payment plan to chip away at the debt for the next 12 months. I was told to set up a standing order which I did, and the money that is sent to Ovo is taken each month off the outstanding balance. Despite this payment plan they continue to bombard me with emails, calls and texts asking me to pay the bill. A few weeks ago when I managed to speak with someone they put the account on hold but only for 30 days. I’ve now had a notice of default which will impact my credit rating. Normally agreeing a payment plan would stop such action. Do Ovo work differently? Thanks 

242510
M
Carbon Cutter*
1 year ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in Extra Support
Struggling with your energy bills? We’re here to helpF.A.Q.

Get support for your energy bills with our payment support tool If you need some support paying your energy bills, we can help find a solution that works for you. We’re committed to making your energy expenses more manageable. This tool is open to both Direct Debit customers and those who pay on receipt of their bill. This could be making a one-off payment, setting up/increasing your Direct Debit or creating a payment plan, which spreads the cost of your energy to make it more manageable – letting you pay a little bit at a time. How can the tool help me? We offer a range of options tailored to your unique financial situation. By working together, we can find the right payment plan or arrangement that fits your budget, allowing you to pay off your energy bills in a way that's comfortable for you.We understand that money and bills can be difficult to talk about. Rest assured, all the information you give us is treated confidentiality. Plus, the entire process can be completed online, sav

7490
Tim_OVO
Community Manager
1 year ago
F
Carbon Cutter*****
FREEFLOWCarbon Cutter*****
Posted in Extra Support
When is the Warm Home Discount (WHD) available?

HIDoes any body got an idea when the 2023/2024 application for Warm Home Discount (WHD) will be opening?Thanks

479413
Firedog
Plan Zero Hero
1 year ago
V
New Member**
VRBNew Member**
Posted in Extra Support
Can we still get paper bills instead of online for my mother who doesn't have online access?

My elderly mother, who is fast approaching 97, recently received a demand, from OVO, for immediate payment of her account or, she was liable to receive a visit from the bailiffs!As she does not have access to the internet, she signed up, with OVO, to receive paper bills.The previous bill was received in, or around, May 2023. She has received no communication since. Why is this?As I've stated, she's almost 97 & lives independently. She does not have a mobile phone, computer, or internet access. Even if she had the latter, she'd not have a clue how to use it!! Where have paper bills gone?Do OVO care or even give a jot about their elderly customers?   

20243
V
New Member**
1 year ago
K
New Member***
Kenyon grahamNew Member***
Posted in Extra Support
Why did OVO collections team contact me despite my recent payment?

I’m interested to hear from SSE former customers and if it resonates Ovo Energy customers.I transferred from SSE mid January 2022. My billing cycle was quarterly and bills came not long after the billing period. My bill was paid by a direct payment.At transfer Ovo Energy placed me on a monthly cycle running 13th of the month to the 12th of the following.Upon transfer my bill fell at transfer and I paid SSE. The money was transferred to Ovo, however my previous billing and usage with SSE was and still is not visible.For the period 13th March to the 12th April, I viewed my bill electronically I have smart meters and paid on the 13/4/22 shown on my bank statement as the 14/4/22. I paid modestly over the due amount and was in credit at the start of the billing period. A week later I received a bill from a Ovo indicating a debt.This debt was imaginary as their system appeared not to acknowledge my payment, even though my account did. For that period and into the next. I was harassed by txt

494677
Blastoise186
Plan Zero Hero
1 year ago
U
Carbon Cutter*****
userJPCarbon Cutter*****
Posted in Extra Support
Is it OK or not OK to have a debit balance?

My 16 July bill is going to have a zero balance. At current rates - I’m on a variable tariff - I expect to use roughly £80 worth of gas and electricity per month from now to mid-October, then £140 per month from mid-October to mid-April, then back to £80 per month over the summer. Therefore, £1320 in total.£1320 divided by 12 = £110 per month. Now, OVO’s system seems quite happy for me to set my monthly direct debit to £110. But if I do, this is what’s going to happen:  That is to say: every year going forward, five of my monthly bills will be in credit, five will be in debit, and two (for July and January) will have a zero balance.My question is: is OVO fine with this, or will I be hassled - and my account end up in collections - when my account goes into debit in February?

93932
Blastoise186
Plan Zero Hero
1 year ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in Extra Support
What’s happening with energy prices? Let’s take a look.Blog

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,

313232
Emmanuelle_OVO
Community Manager
1 year ago
Abby_OVO
Community Manager
Abby_OVOCommunity Manager
Posted in Extra Support
Price Cap and the Energy Price Guarantee (EPG) 2023News

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 Jan

14997
B
New Member**
1 year ago
Blastoise186
Plan Zero Hero
Blastoise186Plan Zero Hero
posted in Extra Support
EBSS Prepayment Vouchers - FINAL CALL!

Time is running out…EBSS Prepayment Voucher funding from the Government will terminate on the 30th June 2023. This is a fixed date set by the Government and OVO CAN’T change this!If you don’t cash them all in by then, the Vouchers will expire and OVO CANNOT help you out with this. There’ll be no way to issue or re-issue any EBSS Vouchers after that date under any circumstances whatsoever. If you need replacements, please contact OVO Support immediately on 0330 175 9669 before 12pm on the 28th June 2023.If you try to do so after that date, your request will unfortunately have to be denied as all remaining funding will have been returned to the Government’s Consolidated Fund. Just so you’re aware, this also includes any Interest that OVO may have earned on the money in that time - the Government is insisting that all of that goes back to them as well and that suppliers can’t keep it.Unfortunately, it’s now too late to backdate EBSS Vouchers if you haven’t yet told OVO that you recently m

2046
Tim_OVO
Community Manager
1 year ago
V
New Member**
victsandyNew Member**
Posted in Extra Support
I feel like my Direct Debit Check In is totally unfair, why has it increased?

Has anyone else had a continual ongoing battle with ovo to try and stop endless price increases? so far my 'fixed rate' dd payments have increased from £76 pcm to their current estimate of £293 pcm... for a small 3 bed semi!!! any suggestions about how to prevent my impending bankruptcy at the hands of ovo energy? TIA.

6841261
BPLightlog
Plan Zero Hero
1 year ago
T
Carbon Cutter*
Tatty
Posted in Extra Support
Hard of hearing customer - how can I get help from OVO Customer Support? Named contact not able to make changes for me

My elderly mother is severely hard of hearing and cannot cope with telephone calls now. She officially named/agreed with OVO for  my brother to be her representative to deal with her account however he was told on a later call that he cannot discuss/change her direct debit as she asked him to do and that instead my mum would need to telephone(!) to get a WhatsApp number for collections (or whatever the payment dept calls themselves now) to do it herself. The other option offered was for my brother to become financially liable and be named on our mother’s bill.  All my mum wants is to do is reduce the new direct debit amount as she is substantially in credit. It hasn’t helped that my mum has been telephoned by OVO since and had messages that she cannot understand and this whole experience has her sick with stress. What part of “cannot hear” does OVO not comprehend? Why can’t her representative actually represent her? We didn’t have this representative issue with a different power provid

41212
Emmanuelle_OVO
Community Manager
1 year ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
posted in Extra Support
Get your Warm Home Discount queries answered here!

Updated on 08/10/24 by Emmanuelle_OVO: What is the Warm Home Discount (WHD)? The Warm Home Discount is a one-off £150 discount given to eligible domestic electricity customers to help with their energy costs. It's usually paid between October and March of each scheme year. It's a Government scheme funded by participating energy suppliers like us. It’s designed to help people who need it most. The Warm Home Discount (WHD) scheme is closed for the scheme year 2023/24 and will reopen again later this year.  The Warm Home Discount (Broader Group) has now opened to applications from our customers based in Scotland. Customers can apply online here.  Broader Group Eligibility Criteria can be found here. We encourage all customers who believe they fall into the Broader group (Scotland Only) to apply online via the OVO and Boost websites.  However, If a customer needs some assistance completing their WHD application please contact our support team.  OVO Broader Group: https://www.ovoenergy.com/

819774
Jeffus
Plan Zero Hero
1 year ago
A
New Member*
Angelcat53New Member*
Posted in Extra Support
What to do if I can't afford the recommended Direct Debit amount?

I was an SSE customer for 9 years and had always managed my monthly direct debits succsessfully during that time. I was moved over to OVO automatically and my direct debit of £25.00  was accepted on 10th August, 2022. On the 11th August 2022 I received an email from OVO saying I hadn’t paid enough and saying I must pay £96.00 per month with immediate effect. I did then panic and cancelled the direct debit immediately as all I had in my bank account was just over £100 and OVO would have taken £96, leaving me with £7.00 to last me for food until the 24th of August! This massive 75% increase is not acceptable to me, I simply do not have the funds to pay it!. I am an OAP on State Pension live alone in a small flat. I use very little electricity compared to some users and hiking my direct debit like this is frightening. I have no idea now what to do. Can someone out there please help me? I don’t want to be in debt to OVO but how can I get them to see how badly this affecting me. I have vari

162340
Jeffus
Plan Zero Hero
1 year ago
S
New Member*
SEdwardsNew Member*
Posted in Extra Support
Why am I being forced to change my Direct Debit?

Anyone else being forced to change their direct debit due to 'impending debt'?Apparently OVO don't think my current direct debit level will cover the final amount owing for the year, so they've already sent me two letters from their Collections Department, talking about 'how much debt' they think I will have if I don't rectify my payment. Bear in mind I haven't missed a payment and have been pretty good at giving monthly readings, so I'm not in 'debt', as they so succinctly put it, they just think I will be, despite the 'shortfall' being quite manageable.OK, so I acquiesce to this veiled threat from Collections and attempt to increase my direct debit payment. But it turns out I can't choose what that level is, they decide based on what they think I'm going to owe.This would be great, however their projections for what they think my overall useage will be have been found to be wildly inaccurate.OVO, I'm a grown-ass man, I think I should be allowed to decide whether I think I need to cha

12820248
L
New Member***
1 year ago
S
Carbon Cutter*
Swac3Carbon Cutter*
Posted in Extra Support
Government support for oil fired heating and boilers - how will energy suppliers be delivering this?

Hi,  The UK Gov has announced a payment for those single energy customers on oil fired heating apparently that's being delivered by energy suppliers but how is this going to work, OVO don't know I have an oil boiler, so what hapoens Gary

232640
Jeffus
Plan Zero Hero
1 year ago

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