https://forum.ovoenergy.com On the Forum you can ask questions or take part in discussions. https://forum.ovoenergy.com/my-pay-as-you-go-account-159/moving-home-on-payg-account-credit-lost-due-to-meter-balance-alignment-21479 I have recently moved home, my old PAYG online account had a credit/balance of over £800, when i moved home, a new account was set up in the new address, closing my old account it had over £800 in credit, slowly built up over past 8 years, i was not aware of this until i went to complete the moving home section online! they have taken this credit and sent me a cheque for just over £10 which was the balance i left on the meters as we moved out! HELP why have they taken this money, in the latter they sent the deduction is described asMETER BALANCE ALIGNMENTthere is no debt on this new property meter eitherAny advice please, i emailed OVO about this a week ago asking them to explain about the deduction but no reply! My Pay As You Go account Tue, 03 Nov 2026 21:42:18 +0100 https://forum.ovoenergy.com/electric-vehicles-166/charge-anytime-21559 I have an Ovo account with the Economy 9 tarriff,which suits our requirements having storage heaters.I now have a Kia EV2 electric car which I charge with a 3kw Voldt charger on a dedicated feed from an RCBO to a 3 pin EV socket in my garage.Can I use Charge anytime with this arrangement and if so how does it work ?Such as how does Ovo know when I use power for the EV only ?At present my Off Peak is approximately 0.21pThanksBrian Electric vehicles Tue, 03 Nov 2026 18:00:56 +0100 https://forum.ovoenergy.com/smart-meters-136/network-repeater-installation-for-smart-meters-21637 Dear OVO I live in a grade 2 listed building where metered are installed in the basement.  The stone walls are so thick that the Smart Metering Wide Area Network cannot penetrate through to the meters. Accordingly our concierge needs to read over 50 meters every month as we do not have access to the restricted area where the meters are installed.   What we need to have installed is a mobile signal repeater, also called a cellular signal booster installed so that :1. Smart meters can be installed 2. Meter readings can be obtained automatically 3 customers can manage energy usage more accurately 4. Ofgen Smart meter installation targets can be met .  As I understand it a donor antenna can be installed on the outside of the building that picks up the network, and the repeater re-broadcasts it inside through a coverage antenna in the cellar. Who can I speak to to have a survey done to assess the viability of this as a solution to all residents in our building?   Smart meters Tue, 03 Nov 2026 17:46:54 +0100 https://forum.ovoenergy.com/extra-support-168/whd-notification-letters-query-21636 Can someone have a word with OVO’s Administration Department? I had already noticed that my Warm Home Discount had been put onto my OVO account while I was submitting meter reads via my online account, earlier in October.Today - 3 November 2026 - I had 2 letters from OVO come through the door.One notifying me that I had been granted the Warm Home Discount, and the other notifying me that it had been paid onto my account.Both letters were dated 20 October, and have only just arrived.Seems a long time between them being printed out, dispatched and arriving through my door, and a bit weird that both notification and confirmation letters were sent out on the same day. Extra Support Tue, 03 Nov 2026 16:06:14 +0100 https://forum.ovoenergy.com/general-153/rewards-and-recognition-for-our-community-20747 Say hello to the new and improved OVO Forum Rewards & Recognition feature As of 2026 we’ve rolled out a brand new Rewards and Recognition programme for our members. We want to shout about the great work carried out by our community that makes this Forum such a helpful source of knowledge for OVO customers and beyond. We’ve introduced new profile badges, a revamped ranking structure and even the chance for members to win some exciting prizes for their efforts.  We’ve got a dedicated Forum space that describes the new badges and how to earn them, and how to move up through the ranks. You can access the space here. Each month we’ll update this article to display the Forum members who’ve won awards, badges, or have just been amazingly helpful. This month, we’ve chosen 2025’s Forum Member of the Year, as well as the Forum Member of the Month for December. We’ve also given some shout outs to some other members that have done a lot to help the community over 2025.  Our December spotlight winners We’re proud to name our 2025 Forum member of the year and our December member of the month:  Forum Member of the Year (2025): ​@Firedog  Throughout 2025 Firedog’s worked tirelessly to answer a huge amount of questions on the Forum. As usual, his answers have been really helpful, and he’s given a number of ‘best answers’. The article below gives an example of how clear and detailed Firedog’s best answers can be. A massive thanks for being such an asset to the community and to OVO Firedog!  Here’s a perfect example of Firedog in action:  Forum Member of the Month (December 2025): ​@Bendog  We’re awarding Bendog member of the month for December for her amazing level of engagement since joining the community very recently. She’s provided some great information and given ‘best answers’ that are of a really high standard. We’ve included an example of one of these below, thanks Bendog! Check out some amazing contributions by Bendog here:  Bendog and Firedog have been awarded the Member of the Year / Month badges, and have been sent some Christmassy gifts!  2025 honourable mentions We also want to give a huge thanks to the following Forum members for their amazing work in 2025. They’ve helped the community and OVO by answering loads of questions, given best answers, written handy articles, and taken part in beta tests: ​@Nukecad  ​@Peter E  ​@Blastoise186  ​@costeek  ​@waltyboy  ​@MikeWilliams  ​@juliamc  ​@Gingernut49  Thanks everyone and see you next month!  General Tue, 03 Nov 2026 14:25:26 +0100 https://forum.ovoenergy.com/electric-vehicles-166/app-not-controlling-charging-21566 My App is not working to control car charging all of a sudden. The charger works, the Renault app works and can identify when my car is plugged in but despite deleting and reinstalling the OVO appig has failed to charge my car for the last 2 nights. Why does this happen?! Electric vehicles Tue, 03 Nov 2026 13:43:40 +0100 https://forum.ovoenergy.com/general-153/ovo-data-breach-notified-them-a-week-ago-and-no-response-21635 I notified ovo of a bereavement. They responded with a completed direct debit mandate from another customer, including their bank account details.I emailed them a week ago of this data breach and no response or anything. The customer needs to be notified as a matter of urgency. Should I email another dept or is this now just in the 8 week response cycle?Thanks! General Tue, 03 Nov 2026 13:39:48 +0100 https://forum.ovoenergy.com/extra-support-168/mcs-certificate-missing-how-can-i-get-one-19873 Solar panels were fitted over a year ago and despite many messages I can get MCS certificate to claim payment for electricity i send into the grid. What can I do? Extra Support Tue, 03 Nov 2026 12:44:02 +0100 https://forum.ovoenergy.com/home-and-heating-138/western-star-condens-communication-error-21565 Hi everyone. I also have a Tado V3+, which I’ve connected to a Westen Star Condens 24 boiler. The issue is that when the temperature is set to 22°C, the system kicks in at 21.9°C—but it only fires up for about 30 seconds. Even though there is still a demand for heating, it fires up again 3 minutes later, runs for another 30 seconds, and then stops again. However, if I increase the target temperature to 23°C, it modulates the flame perfectly. What could be causing this? Home and heating Tue, 03 Nov 2026 11:26:49 +0100 https://forum.ovoenergy.com/smart-meters-136/bad-communication-21633 Why are you so bad to get hold of? All i want is to reset my password!!  Smart meters Tue, 03 Nov 2026 10:31:33 +0100 https://forum.ovoenergy.com/my-account-140/accessing-latest-gas-tariff-not-available-21561 On app or Internet i can't see available options for new gas tariff doesn't run out until December but wondered if this is happening with anyone else I have 2 separate accounts for gas and electric for my home My account Tue, 03 Nov 2026 10:23:12 +0100 https://forum.ovoenergy.com/my-account-140/first-meter-reading-21562 HiI can't access my online account. I keep getting the message "We're working on a new website for you." I've already emailed customer support but haven't received a reply. I'm a new customer and need to confirm my opening meter reading and whether my smart meter is sending readings automatically. How can I open my account and submit my meter?Best My account Tue, 03 Nov 2026 10:19:36 +0100 https://forum.ovoenergy.com/electric-vehicles-166/swapping-from-charge-app-to-kia-app-21535 HiHas anyone else swapped from using the OVO Charge app to the Kia App to charge their EV as recent email from OVO requested I do?Car is charging OK and seems to recognise Alldayenergy but after several charges the Kia App is showing no electricity used under Alldayenergy statistics! My worry is that if this isn't going back to OVO as EV charging then I won't be charged correctly for usage when bill is calculated.I've spoken with both OVO and Kia but am simply being passed from one to another with no one able to resolve or assure me that I'll be charged correctly. Electric vehicles Tue, 03 Nov 2026 09:32:39 +0100 https://forum.ovoenergy.com/home-and-heating-138/traditional-pay-as-you-go-gas-21560 My daughter is on PSR and traditional prepayment gas meter and regularly self disconnects. I've repeatedly asked (for almost a year) to move her to pay monthly. OVO state they can't install smart meter due to signal constraints so "there is nothing more they can do". Is this right? Home and heating Mon, 02 Nov 2026 18:03:38 +0100 https://forum.ovoenergy.com/electric-vehicles-166/replacing-fox-ev-charger-with-hypervolt-21558 A question if could answer or advise me on replacing current FoxESS EV charger with charge anytime compatible Hypervolt home 3 pro EV charger.I currently have OVO installed (via OVO partner)22 465w panelsFoxESS kh8 inverter3 off ep12 batteriesL series EV chargerGrant 290 ASHPI am on the OVO 2 year fixed tariff and the OVO 20p Seg export tariffAs the FoxESS charger is not supported/compatible for charge anytime monthly basic scheme I will be replacing my current charger with the Hypervolt.As I will not be using/depending on solar or battery to charge my EV can the Hypervolt be operated independently from my FoxESSsolar PV system without impacting my Seg export. Can it be installed and work independently from solar and batteries? What I’m hoping for is not to have to run any additional cables? Also will I need an additional ct clamp for this.  Electric vehicles Mon, 02 Nov 2026 12:54:05 +0100 https://forum.ovoenergy.com/smart-meters-136/unbelievably-constant-usage-21564 We moved here in March and I'm just looking at energy usage and the gas seems a bit odd for July and August - unbelievably constant every day! Other months show variation as you would expect, as does electricity use. We did have heating until mid October. Does this look odd to others.   Smart meters Mon, 02 Nov 2026 12:39:56 +0100 https://forum.ovoenergy.com/electric-vehicles-166/ovo-charge-app-not-connecting-to-my-evec-vec01-charger-21226 Hi All I wonder is someone could help me.  I’ve have been trying to connect the OVO Charge App to my EVEC VEC01 charger for several weeks now but keep getting an error message.  I am not sure if I am missing something really simple or if it is something more than that.  The app is also saying that it is not able to connect direct with our cars (Jag IPACE and Peugeot 2008) for some reason - so that’s not helping. I have completed the update on the EVEC app and have also rebooted my charger several times.  We also have a smart meter at home that gives 30 minute readings. As you can imagine I am getting really frustrated now with the whole situation as it should work.  Any help would be appreciated.Thanks Sarah​​​​​ Electric vehicles Mon, 02 Nov 2026 09:22:03 +0100 https://forum.ovoenergy.com/home-and-heating-138/are-fit-customers-being-taken-for-a-ride-by-ofgem-21563 I have had solar panels on a Feed in Tariff (FiT) for several years and have recently added batteries (along with exchanging the inverter for a hybrid equivalent and, at the FiT provider’s request, a new bi-directional meter to comply with the requirements set by Ofgem).I understand the logic behind supplying my provider with NET figures and how they will vary with the season and the weather and what they represent. However I fail to understand or accept that it is a measure of all of the pv that I have ACTUALLY generated which to me is the entire essence of the FiT and the agreement that I entered into originally.This misunderstanding is exacerbated by the fact that the software supplied with the batteries and inverter indicates that I have generated considerably more pv than the NET figures from the new meter indicate over identical periods.Surely any power imported or exported is entirely separate and irrelevant to the FiT. A simple meter fitted to record the pv generated and nothing else would solve the issue but unless I’m mistaken Ofgem won’t accept this.Why?All of this leads me to conclude that whoever set the rules at Ofgem is either taking us all for idiots or they quite simply fail to realise that there is a difference and that the system they use is flawed.I happen to be an Aeronautical Engineer and if I can’t see things moving I don’t understand them!!!Looking at some of the threads spanning the last few years elsewhere in this forum I am not alone in this conclusion; including some much more qualified and experienced than me.However I seem to be the only one who is questioning it.Can someone explain it to me as it’s doing my head in?Thanks.  Home and heating Sun, 01 Nov 2026 00:18:02 +0100 https://forum.ovoenergy.com/my-account-140/billing-hold-21556 What does “Billing hold” mean? Apparently I've been put o it because my account is under investigation but I’m in credit to the tune of four months direct debit  My account Fri, 30 Oct 2026 10:53:40 +0100 https://forum.ovoenergy.com/power-move-156/progress-chart-oddities-21553 Checking my PM progress this morning, I see that the chart has wandered off-track:  Not only has one day slipped into next month (01/11), another (26/10) has dropped out altogether. Perhaps they’re still trying to account for the clocks going back, but we’re assured that this has no effect because it’s all in UTC …Is it just me? Power Move Fri, 30 Oct 2026 10:31:53 +0100 https://forum.ovoenergy.com/home-and-heating-138/economy-10-hot-water-21550 Hi everyone, am still getting to grips with my new Economy 10 tariff and today I decided to check out the hot water off peak, I haven't actually used this feature in years since removing the bath and installing a walk in shower. I normally put the immersion on for 30 minutes in the morning and evening (at peak rates) so I am well aware of cost. I decided to try it out today on off peak and was shocked that after 1 hour I had used more credit than I would normally in 3 hours of heating and everything thing else (appliances etc).I had to switch it off, my point is this, if you were to use this feature for all of the alleged Economy 10 hours it would be absolutely unaffordable plus you're heating the same tank of water that apart from dishes and some minor cleaning stuff isn't getting used. I won't be using it again obviously now that I have tried it but would be interested in seeing what other users think. In my view I don't think Economy 10 is as economical as it's made out to be. Any thoughts anyone   Home and heating Fri, 30 Oct 2026 10:28:46 +0100 https://forum.ovoenergy.com/my-pay-as-you-go-account-159/pay-as-you-go-new-app-not-updated-for-4-days-21088 I’m pay as you go and usually check the app each day to manage my daily usage as with pay as you go there is no previous usage log so can’t monitor what you’ve been spending each day without actually noting it downUsually it updates pretty much everyday for gas and electric but there is those odd days where one won’t update but usually the next day it’ll catch up with itself. However my gas hasn’t updated since 15/05 and it’s now the 20/05 my electric hasn’t updated since 18/05 either. This is the longest time I’ve ever seen it not update. Is there an issue going on with the app in general?  My Pay As You Go account Thu, 29 Oct 2026 11:04:54 +0100 https://forum.ovoenergy.com/my-account-140/i-want-to-learn-my-account-number-21554 I recently moved into a new flat where OVO already supplies the electricity. I completed the online moving-in process and subsequently received an email asking me to finish setting up my online account.However, the registration page asks for an OVO account number, which I have not received. I have tried calling customer services but was unable to get through.Could you please confirm whether my electricity account has been created in my name and provide my account number, or help me complete the setup? My account Thu, 29 Oct 2026 10:47:01 +0100 https://forum.ovoenergy.com/smart-meters-136/moving-to-ovo-economy-10-with-or-without-storage-heaters-18472 Has anyone successfully moved to Economy 10 with OVO and was your experience?A few weeks ago I received an email from OVO about the removal of the RTS signal and suggesting I book an appointment to replace my meter. I was a THTC customer so I chose Economy 10 and booked the appointment.Six days ago the new meter was installed with an In House Display (IHD). The IHD is operating in accordance with the Economy 10 tariff but the meter is supplying power according to Economy 7 times, i.e. power comes to my storage heaters between 01.00 and 07.00 but I am being charged the lower rate at Economy 10 time periods. That means I am being paying the higher rate to charge my storage heaters overnight (and it is getting cold in highland Scotland)OVO customer support first of all offered to re-program the meter in 6 weeks; they delay because they needed to wait until communication with the meter was established (?). I managed to negotiate them down to making an appointment for a site visit in 2 weeks time.Tens of thousands of these THTC meters need to be replaced before next June. This is a huge undertaking and my experience indicates the need for a separate help line for follow up support. It has taken me a week and a lot of investigation to get to this stage. My contacts with OVO support via on-line chat have been like wading through treacle. I think OVO need to get on top of this asap because there are very many vulnerable people using the THTC tariff with storage heaters.An additional complication is that storage heater users have been encouraged to replace old heaters with Dimplex Quantum heaters. The preferred installation uses two power sources - one a 24 hour supply for the heating controls and the other so supply the bricks from off peak. There is a different internal cable setup for a single supply. THTC provides these supplies through two meters. In my ignorance I thought moving to one meter would mean one supply. Apparently the wrongly installed Economy 7 meter provides two supplies. Does anyone know if Economy 10 is one supply being billed at the different rates depending on time od day. The IHD would tend to support the later as it is happily billing me as per the Economy 10 tariff.I hope this lengthy post wiil help me and the wider community with your responses. Smart meters Wed, 28 Oct 2026 20:32:18 +0100 https://forum.ovoenergy.com/general-153/direct-debit-increase-21548 I recently received a message that my direct debit is going from £141 per month to £242! is this normal?  General Wed, 28 Oct 2026 10:24:56 +0100 https://forum.ovoenergy.com/home-and-heating-138/economy-7-tariff-prices-21542 Hi there,  We recently moved into a new flat, and when we arrived we were told by the landlord that the house had been setup for Economy 7, though I had already signed us up to a 1 Year Fixed tariff with OVO. After a few phone calls, we have apparently been switched to Economy 7, but nothing shows up either on the smart meter or the outside meter so I have no idea what is happening - the immersion heater is also not working as expected, with the ‘7 hour’ switch heating the whole tank constantly.  My main question though is that after asking to switch to an Economy 7 tariff, we’re not on a tariff that has a peak rate of 31.75p/kWh, and an off peak rate of 21.37p/kWh, as well as a standing charge of 62p a day - having looked around a bit this seems ridiculously high to me so I wanted to see if anyone else felt the same? I didn’t get any heads up about what this rate would be so I’m a little shocked and confused.  Home and heating Wed, 28 Oct 2026 09:58:56 +0100 https://forum.ovoenergy.com/home-and-heating-138/setting-up-a-heat-pump-ashp-19307 We’ve very recently had an air sourced heat pump (ASHP) fitted and there are lots of gems on the forum (and elsewhere) which I have been looking at to remind me of some key things to consider.There are a few items which I can’t see an answer to and as yet don’t know the pros and cons about. Circulation pump - on demand or continuous? Heating - set a schedule or not? Setback - useful overnight or not? Quiet Mode - does this affect efficiency? DHW - schedule and reheat or just schedule?I realise a few things are personal preference but there will be some who have more knowledge from experience. Home and heating Wed, 28 Oct 2026 01:36:18 +0100 https://forum.ovoenergy.com/extra-support-168/warm-home-discount-2026-27-21528 It's that time of year again. The qualifying date for this year's WHD scheme was 23 August 2026. If you were eligible on that date, and your energy supplier is part of the scheme (most are), the you will get the WHD this year. EDIT 19th October -The scheme is now ‘Live’ and the telephone helpline has opened. (0800 030 9322).https://www.gov.uk/the-warm-home-discount-scheme There are once again new eligibility rules for those in Scotland which mean that more people in Scotland will qualify automatically for the Core Group without having to make an application. The new eligibility rules for Scotland are set out here: https://www.gov.uk/the-warm-home-discount-scheme/if-you-live-in-scotland. If you live in England or Wales, you don't need to apply for the Warm Home Discount, if you are eligible, you will be contacted by the UK Government between October and January. If you are an OVO customer, live in Scotland, and are not in this years new core group, then you should register with this form. If you are with a different energy supplier, live in Scotland, and are not in this years new core group, then check if your own supplier has opened registration yet. Extra Support Tue, 27 Oct 2026 13:30:01 +0100 https://forum.ovoenergy.com/smart-meters-136/smart-meter-vlan-connection-21552 Hi there, is it possible to volunteer for the VLAN trial, my smart meter has never connected to the DCC and I've been told the VLAN is my only option when its available? Smart meters Tue, 27 Oct 2026 12:38:08 +0100 https://forum.ovoenergy.com/ideas/why-don-t-we-have-a-visual-video-guide-for-the-20-digit-kaifa-meter-entry-21549 I wanted to start a discussion regarding the user experience when the smart network drops out or an In-Home Display (IHD) fails, forcing Pay As You Go (PAYG) customers to manually enter a 20-digit UTRN sequence directly onto a Kaifa smart meter.As many here probably know, the Kaifa meter only has a two-button interface (K1 and K2). Navigating a multi-layered menu and cycling through numbers from 0 to 9 twenty consecutive times is an incredibly tedious, repetitive, and error-prone process. If a customer overshoots a digit or misses a slot in the dark, they often have to start the entire sequence from scratch. When a household is completely off-supply (without power), this is an immensely stressful experience.While OVO has written help articles on this topic, text-based guides can be incredibly difficult to follow under stress or for visual learners. Other energy suppliers have recognised this major pain point. For instance, EDF Energy created a very simple, clear YouTube video walkthrough that explicitly shows a customer how to use the buttons to log their code. Could the OVO content and digital experience teams consider producing a similar, brief video guide for our YouTube channel? A quick, highly visible video tutorial would:- Dramatically reduce anxiety for off-supply PAYG customers trying to get their lights back on.- Deflect a massive volume of stressful emergency calls away from OVO's phone lines during network outages.- Provide a highly shareable, accessible asset that community members and support staff can instantly link to.I think this would be a massive, low-cost win for customer service accessibility. What does everyone else think? If you've struggled with a Kaifa meter top-up in the past, please upvote this post so the Community Managers can flag it to the product team!  Tue, 27 Oct 2026 11:37:58 +0100 https://forum.ovoenergy.com/smart-meters-136/what-do-i-do-when-i-don-t-have-wifi-or-a-poor-connection-and-my-smart-meter-doesn-t-work-20965 Hi,We had a smart meter installed a few years ago and it has never been able to send readings automatically.  It is a Aclara 1411-B SMETS S2. The engineer said that it was due to poor wifi/mobile signal.Since it was fitted, we have moved onto ‘superfast’ fibre wifi and the mobile signal has been significantly improved but the meter is still not communicating.  I have completed the ‘healthcheck’ and see no reason (WAN is flashing every 5 secs and the HEB is on constantly) We want to look at changing our car for an electric or plug-in hybred but there is no point if the SMART meter is not working.  How can we ‘restart’ comms ?Any suggestions much appreciated. Smart meters Mon, 26 Oct 2026 19:50:56 +0100 https://forum.ovoenergy.com/electric-vehicles-166/error-220-cord-zero-21547 Hi, Im trying to sign up to the Ovo charge Tariff. But after inputting everything it throws up a error 220. I can sometimes get as far as the Powerverse log in and then it throws up the 220 code. Ive contacted Cord and OVO but everything thing takes so long and long winded. Im having to charge my EV on the standard tariff even thought I've paid for a month's Ovo charge. It will lapse before I get to use it. Any help would be appreciated Thanks Electric vehicles Mon, 26 Oct 2026 12:39:52 +0100 https://forum.ovoenergy.com/switching-suppliers-and-moving-home-144/getting-the-warm-home-discount-after-switching-supplier-21431 How do OVO pay the Warm Home Discount to those who qualify and were OVO customers on the qualifying date but have since switched supplier?Do they issue a payment to the ex-customers bank (if they had been paying by Direct Debit),or do they issue a cheque,or issue a voucher that can be redeemed at a Post Office/PayPoint shop? From the Ofgem guidance on the Warm Home Discount:https://www.ofgem.gov.uk/environmental-and-social-schemes/warm-home-discount-whd/eligibility Some customers, for example prepayment meter customers or Core Group customers who have since switched supplier, may receive their discount via a voucher or cheque. In most cases, vouchers can be redeemed at a Post Office or PayPoint shop (however this may vary depending on your supplier).    Will I still receive my rebate if I switch suppliers? Core GroupIf you were with a participating supplier on the qualifying date for a scheme year and were eligible under the Core Group, the supplier you were with will be instructed to pay you. You should contact the supplier you were with on the qualifying date to check they still have your contact details and to ask how and when you will be paid the discount or receive the voucher.   Of course you should wait for the letter from the government confirming your eligibility before contacting your previous supplier. Switching suppliers and moving home Mon, 26 Oct 2026 11:27:34 +0100 https://forum.ovoenergy.com/general-153/harassed-by-scams-and-collections-21546 I've never been with OVO and I've been called incessantly by several numbers and voicemails left. Looking at this forum I've called 08000699831 but after 15min on hold, I got through to someone who asked if I have an OVO account number. I said no, I've never been with OVO. She asked if I've ever been with OVO and I said no, I've never been with OVO. She hung up the call.I've been called repeatedly by 01173746078. I've had the following text message. It's impossible to get through to anyonein OVO but more importantly, the numbers that are being posted by the community users are useless or probably a scam too. General Mon, 26 Oct 2026 10:19:34 +0100 https://forum.ovoenergy.com/the-tech-corner-208/managing-dimplex-heaters-with-dimplex-control-app-21543 I have a new install of QMXXXRF storage heaters (7 heaters, differnt sizes) and i have the Controller box and also the Dimplex Control app.I am just getting to grips with it all, but one question i am unable to answer.When looking at the stats (say for the last 24 hour period) the results are in kWh but some are red and some are green… there is no legend and i cannot find (with internet search or AI) WHY they are green or red - i presume something to do with how the smart heating controller is assesing the consumption,  but would like to know definitvly  The Tech Corner Fri, 23 Oct 2026 11:54:16 +0200 https://forum.ovoenergy.com/electric-vehicles-166/charge-anywhere-credit-not-applied-to-charging-wallet-21545 I am trying to use the £120 Charge Anywhere credit I get via my Charge Anytime plan.  In the OVO Charge app, the voucher is shown under ‘Your Perks’ and is marked ‘Added’.  But when I view my wallet, the Charging Credit Wallet amount is 0.  Is this correct? Electric vehicles Fri, 23 Oct 2026 11:37:37 +0200 https://forum.ovoenergy.com/electric-vehicles-166/ev-charge-21544 What was that ovo charge notification today about plugging in my EV at 8pm? Electric vehicles Fri, 23 Oct 2026 09:23:04 +0200 https://forum.ovoenergy.com/my-account-140/recording-of-customers-meter-readings-21541 Meter readings taken and issued to OVO have not been acknowledged or recorded on the account. I have been sending meter reading in as photographs for several years now and with minor issues these have always been applied. Why have these stopped?I have also sent a similar complaint into OVO without acknowledgement of reply. Why is this? The direct debit payment has been increased without any contact or knowledge. Why is this? The account is in credit. My account Fri, 23 Oct 2026 09:16:00 +0200 https://forum.ovoenergy.com/my-account-140/unexplained-usage-since-new-boiler-installed-21536 Yesterday  I only used 2 hours of gas for heating from 11am to 2pm.  When I looked at the usage for that day it showed gas was also used from 5am for 1.5 hrs, but I happened to be asleep and did not put any gas on in that time space.  I rang customer services but they seemed not to understand and just opened a case number.  This has never shown up in previous days when I actually used gas for hot water only. Does anyone have any ideas? My account Thu, 22 Oct 2026 13:56:06 +0200 https://forum.ovoenergy.com/power-move-156/powermove-from-october-21515 Any idea where, in the app, I register for the new Power Move scheme? I've checked it through, reinstalled it, and checked again. I cannot see where to register for Power Move. Thank you if you can help. Power Move Thu, 22 Oct 2026 11:29:30 +0200 https://forum.ovoenergy.com/home-and-heating-138/where-can-i-get-a-replacement-gas-meter-box-19661 Hi all, could anyone give me a website to purchase a gas box 500x420, you’d think it would be an easy find prayer I’m just blind 🫣thank you for any help Home and heating Wed, 21 Oct 2026 10:23:18 +0200 https://forum.ovoenergy.com/switching-suppliers-and-moving-home-144/moved-into-new-property-and-i-owe-previous-tenants-bill-why-7064 I have previously moved into a new property supplied by OVO and as now the legal occupier I opened a letter to them sending debt collectors round because the previous tenants hadn’t paid their bill!I was mortified that they are doing this! I tried calling and couldn’t get through to them at first. When I did the gentleman was very reassuring and told me he would rectify the bill and did the sale pitch to which I decided to stay with them.Received the new statement and they are still trying to charge me!! I’ve had it with this company already! Painful is an understatement! Plus my new email as a new client states they are open Saturday they are not!Not at all happy and want to go back to Bulb Energy even though they are slightly more expensive. Customer service was second to none. Switching suppliers and moving home Wed, 21 Oct 2026 10:14:49 +0200 https://forum.ovoenergy.com/general-153/does-having-an-isolator-switch-installed-affect-the-meter-reading-21537 Hi there. I’m due to have an Isolator switch installed on the Meter Board tomorrow, and have been informed that all electrics will be switched off for at least 15-20 minutes.Forgive my ignorance, but how does this affect the Meter itself, as it is a digital meter.Do the readings reset to 00000:000, or does it have an internal battery to prevent loss of accuracy and ruining the readings? General Wed, 21 Oct 2026 10:06:27 +0200 https://forum.ovoenergy.com/switching-suppliers-and-moving-home-144/i-moved-house-and-closed-my-ovo-account-but-my-details-have-been-found-through-trace-and-search-how-can-i-stop-the-debt-collectors-contacting-me-9328 I moved house over 18months ago and moved to a new supplier. All bills were paid. I am now getting harassed by debt collectors as ovo have linked the period since leaving the house to my phone number due to a trace and search but not my name, so they won’t give me any information regarding the account. I have spoke to ovo who won’t stop the collectors ringing me as they need to find who is liable. What should I do? Switching suppliers and moving home Wed, 21 Oct 2026 09:56:51 +0200 https://forum.ovoenergy.com/smart-meters-136/why-does-my-chameleon-in-home-display-ihd-only-display-waiting-for-current-data-8503 Had this on display screen for three days  Smart meters Mon, 19 Oct 2026 10:23:18 +0200 https://forum.ovoenergy.com/home-and-heating-138/how-do-i-arrange-a-boiler-service-21468 Reminder about boiler service sent to me 7 Sept but phone lines busy so tried emailing as advised by OVO. Was I surprised to get a reply to same email address advising that it wasn't connected to my account. When I tried login with alternative that email was invalid. How on earth can I book a service? Home and heating Mon, 19 Oct 2026 10:13:53 +0200 https://forum.ovoenergy.com/smart-meters-136/why-do-morrisons-data-services-visit-so-often-21494 I understand the occasional need for an outside company - In OVO’s case, Morrisons Data Services - to come and take a manual meter read in order to check customer honesty and meter integrity, but isn’t it supposed to be just once a year or every 2 years?I’m due another visit, but I’m pretty certain they’ve already been round once this year, around February/March time.I submit a manual meter read at least twice a month, as I like to keep on top of my energy bills and know roughly how much I need to put aside when the monthly bill is live, so I fail to see the need for Morrisons to turn up every 6 months.I’ve followed the link in their email and submitted manual gas and electricity meter reads to Morrisons (with photographs!), so hopefully this time they’ve no need to physically visit. Smart meters Mon, 19 Oct 2026 10:05:04 +0200 https://forum.ovoenergy.com/general-153/is-there-a-dual-fuel-discount-for-having-electricity-with-eon-and-gas-with-ovo-21533 E-on is my gas supplier and Ovo my electricity supplier, does this mean now they have joined that I can get a dual fuel discount? General Sun, 18 Oct 2026 16:28:26 +0200 https://forum.ovoenergy.com/electric-vehicles-166/is-charge-app-only-viewable-in-portrait-on-ipad-21529 My ovo ev app was always viewable in landscape on iPad but today it’s only viewable on iPad in portrait….im guessing something has caused this ? (iPad orientation lock is not on and no other app is affected )  Electric vehicles Fri, 16 Oct 2026 22:33:24 +0200 https://forum.ovoenergy.com/smart-meters-136/refused-access-to-meters-and-ovo-unable-to-contact-the-building-management-16757 Hello, I wondered if someone could help me out. Excluding University, this is the first time I have lived away from home and it’s been around 5 months, so please excuse my naivety around this topic. When we moved into our building, we were unsure of how to access our meter, eventually we were told the readings were taken every month and placed on a communal notice bored - we do not have the code to access this ourselves. It is worth noting our full flat is powered by electricity, there is no gas. We have also been told we’re unable to have a smart meter by the estate agents. This is partly our fault for not chasing this up, but for 3 months the meter readings were not posted, so OVO charged us an estimate. When a meter reading for November was finally put up, we uploaded this and our bill and past bills went up by a lot (November would make sense that it went up, as we began using the heating as it was getting too cold to not use it). We asked OVO why our past bills were effected and this is when they told us the past months were estimated off this meter reading as we hadn’t updated the other months (mistake by us as again, we weren’t sure the importance of this as we are still learning.)  However, after posting a meter reading recently, it went up by an extortionate amount, working out in one week we’d spent around £12 a day - which is impossible as me and my flatmate are out 8 hours a day Monday-Friday at work. This is further impossible as during this time we were being extra careful with our electricity. This means we are quite a bit in debt in our OVO account. Today, a contractor from OVO is going to come to check if our meter reading is faulty as the individual my flatmate spoke to on the phone agreed these figures didn't seem right. However, after talking to the management of the building they told me they are not allowed to give the code to the meters to tenants. The man on the phone suggested I asked OVO to get in contact with them so they could pass it on that way. I rang OVO, but was told this wasn’t possible as the contractors are third party.  So basically, its a dead end. Does anyone have any suggestions? We’re really stuck here, and again I apologise if I've gotten anything wrong - I’ve only been out for the past few months and I’m still learning.  Any help would be massively appreciated. :)    Smart meters Fri, 16 Oct 2026 09:49:58 +0200 https://forum.ovoenergy.com/electric-vehicles-166/renault-5-e-tech-has-now-stopped-charging-21422 We have a brand new Hypervolt Charger, and OVO as our utility provider, and I'm using the OVO Charge App on their Charge Anytime rate as it suits our lifestyle. Hypervolt has a direct charging arrangement with OVO, so those two apps seem to work seamlessly, and (as I would expect) the Charger App shows OVO setting the scheduling, and the OVO App shows the Hypervolt charger. Because we have a flexible lifestyle we don’t need to charge overnight and set schedules, so all we’re trying to do is the most basic operation which is to plug in the car whenever it needs a charge, and at any time of day, and the OVO tariff gives us a flat discounted rate for that.  We had eight successful charges. I would plug in, make sure the car scheduling (via MyRenualt App) was Off, and set to Instantaneous Charging and then click on “Charge Now” in the car App. Although there would be a pause each time of a few minutes, and the command seems to not get through a few times, this charging worked 8 times in a row. (The car has never charged directly from plugging in, it has always required a command to trigger it. It would be wonderful if I can just connect it to the charger and it starts charging, but it has never done that.) Then, on Thursday afternoon and Friday morning last week the car simply wouldn’t charge. I’ve tried all the usual workarounds: close the apps reopen them,  take the My Renault app off the phone, then re-load and re-pair the car with the app,  soft reset the car,  make sure that the Car charge scheduling is not switched on so it conflicts with the OVO schedule,  set the OVO schedule for the “car ready” time and the OVO schedule told me the car would start charging at 7:30 in the morning, and it didn’t.  lock and unlock while connected, and have the key near the car The final override was to press the “cancel all schedule charges” button in the charger flap on the car, to start immediate charging, but this didn’t work, and then  finally to go back to the OVO app to set "Urgent Charge", which means that overrides everything and we charge it to higher cost rate per kilowatt, but that didn’t work either. My first two charges were using this more expensive emergency tariff as I was getting used to charging, so it had been working.Throughout all of this, the Car display would be saying “Checking” and the charger indicator on the car simply flashed white, and from the Renault manual this means “Charger Not Connected Correctly”, but of course it was plugged in, and I waggle tested it, and it required the ‘unlock’ button to remove it.  The Hypervolt and OVO Apps also both showed the car as connected, but waiting for a charge to start, so they had both located the car as being connected to the charger.  I also did a diagnostic check on the Hypervolt charger and this showed everything working as it should.The car has returned to the dealers for checking. My key question, Why would I get 8 successful charges, and then not able to charge again? Electric vehicles Fri, 16 Oct 2026 08:58:30 +0200 https://forum.ovoenergy.com/my-pay-as-you-go-account-159/changing-my-email-address-on-my-ovo-forum-account-21525 Hi, How do I change the email address on my OVO Forum account to match the email address on the app and online? There are no options to do it on the OVO Forum account. Thank you My Pay As You Go account Thu, 15 Oct 2026 11:45:03 +0200 https://forum.ovoenergy.com/my-account-140/sunday-usage-when-no-one-at-home-21523 The last two Sundays we have been away.  Not anyone one at home.  When I looked on the daily usage chart both Sundays have a higher usage compared to the Monday to Saturday readings.  It happens when we are at home which I can understand but why when there was no one at home? My account Wed, 14 Oct 2026 22:21:29 +0200 https://forum.ovoenergy.com/electric-vehicles-166/are-there-any-forum-members-who-used-to-be-part-of-the-v2g-trial-20864 Just wondering whether there were many from the original trial still going with the charger? And, also thoughts on the ending of the export credit and the new V2G trial? Electric vehicles Tue, 13 Oct 2026 23:40:16 +0200 https://forum.ovoenergy.com/my-account-140/can-t-log-in-to-online-account-get-message-we-re-working-on-a-new-website-for-you-19446 Sorry, long story!I’m trying to access my Mum’s online OVO account.My father passed away recently, and the account was in his name. Contacted support and asked for the account to be switched into my Mum’s name. It appears that this is done.I have Power of Attorney for her, so I’ve provided my LPA letter and that seems fine too. Changed the registered email address to mine. Problem was that I had a dormant OVO account as I used to be a customer until about 3-4 years ago. So when I logged in it automatically selected my home address, and not my Mum’s.Support tell me that they’ve now deleted the old account, and I now have a working OVO id and password - the problem is whenever I log in, whether from my laptop or my phone, I get a message “We're working on a new website for you”. Phoned support 2 weeks ago and was told it was a problem linking my email to the account. They said they’d raise a ticket for software support to fix this, but I never received any notifications. Phoned support again last week and got exactly the same reply, and still no notifications. Told me that software support was ‘still working hard’ to resolve it, but I’m not sure I believe it.Still getting the same message now. I hesitate to spend another 40 minutes waiting to be told the same thing again. Can anyone here help?  My account Tue, 13 Oct 2026 10:23:24 +0200 https://forum.ovoenergy.com/home-and-heating-138/can-t-change-pump-flow-speed-ecodan-ftc-7-21514 I have the pump: “30-007A IMP Pumps 10 -25-130” and Ecodan FTC 7. I am trying to change the flow speed in service menu, but the pump does not change speed.Any idea, what it can be, because in spring I was able to change the flow speed? The Ecodan using RC wireless temperature controller.This connection is from the pump  Home and heating Tue, 13 Oct 2026 09:55:19 +0200 https://forum.ovoenergy.com/home-and-heating-138/do-ovo-offer-cheap-overnight-battery-charging-21516 Hi, A neighbour of ours has had household batteries installed. These are not linked to solar panels but tops them up on the lower rate (similar if not EV rate) and then runs the household off the battery during the day. Any excess can be charged back to the grid. Does anyone else do this through OVO? They are with a sea creature. Home and heating Mon, 12 Oct 2026 16:07:23 +0200 https://forum.ovoenergy.com/electric-vehicles-166/anytime-error-not-plugged-in-when-it-is-21400 VW ID.3, VW Granny Charger - no schedules or anything set in car, charging only controlled by OVO app , i.e. ready by and 80% limit set.For 18 months this has worked fine, but for the last month it rarely completes a charge.It now stops, the VW app reports charging error and OVO app say “Not plugged in”. The granny charger lights are all green.Have deleted and re loaded both apps, re-registered car, reset anything i can find to reset! No change.I have discovered if I do nothing except click charge on the VW app it starts charging and the OVO app eventually changes to “Smart Charging”. So its clearly not a physical thing or fault with granny charger as it all restarts but may/may not cut out again after a while. Obviously I cant keep checking the app, especially at night :)I think it occurs when OVO reschedules, before the app would say rescheduling to.. and sure enough restart and do this until charge limit reached.Now though something has changed. OVO app, VW servers, who knows?But my question is , am i the only one using this arrangement, is yours fine?Thanksand just about to call ovo - if i get a result obviously i will report back. Electric vehicles Mon, 12 Oct 2026 11:52:25 +0200 https://forum.ovoenergy.com/smart-meters-136/how-to-view-your-smart-meter-usage-data-using-the-chameleon-integration-with-samsung-smartthings-app-9734 Updated on 07/10/26 by Abby_OVO As a disclaimer to the user-written guide below, we’d just like to confirm OVO don’t have access to the SmartThings functionality directly.  This doesn’t prevent you downloading and accessing your usage data here yourself, however you should be aware that you’re entering into an agreement with a third party app to grant them access to your usage data. As such, we’re not able to help with any technical issues you experience when using these type of third-party apps. Being able to get your Smart Meter readings in various ways is a pretty hot topic here on the OVO Forum and also in several other places. There’s a few options out there, but recently Samsung SmartThings has added a new integration with Chameleon Technology which provides a new way to get usage data onto your phone. This forum guide has been created by a forum volunteer to help explain how it all works. I just want to give you a quick heads up though first. Samsung and Chameleon have not been involved with this guide and while OVO’s Community Moderators have reviewed it for moderation purposes, everything within is my own creation. You might also want be interested in the original news post from Chameleon as well.  What is SmartThings?SmartThings is a home automation and smart device control platform developed and hosted by Samsung, but also made up of Integrations with their partners, which allows non-Samsung devices and services to be used with the platform. Most Samsung devices have SmartThings support built-in and available by default out of the box. Who are Chameleon?Chameleon Technology is primarily an In-Home Display manufacturer, but they also have a data platform - Chameleon Cloud - which can be used to integrate Smart Meter usage data with other platforms and services. What is the integration about?Right now, the main purpose of the integration is to allow you to import usage data from your Smart Meter into SmartThings. It may be expanded further in the future, but in the meantime it runs on the basis of daily snapshots. You can use automations to trigger actions based on the data as well if you wish. How does it work?In common with other similar apps such as Loop or Hildebrand Bright, Chameleon  Cloud communicates directly with your Smart Meters via DCC, without going through your energy supplier or the CAD features of an IHD. It then forwards the collected usage data to SmartThings so that you can view it within the SmartThings app. You don’t need to be with OVO because the whole process is independent of your energy supplier. Once it’s up and running, you can use the SmartThings app on any supported device to access recent usage data and trigger automations based on it. It’s a little basic right now, but it will probably become more useful if real-time data support is added in the future. What does it cost?It’s currently free at the moment with no upfront costs or subscription fees that I’m aware of at the time of writing. As with a lot of free things though, it’s worth reviewing the Privacy Policy just in case, so that you can avoid hidden surprises later. Where can I get it?The first thing you’ll need is the Samsung SmartThings app for Android and iOS. It’s usually preloaded on most Samsung Galaxy devices. Otherwise, you can find it on the Google Play Store and iOS App Store. You’ll also need a compatible Smart Meter that’s communicating with DCC. All SMETS2 Smart Meters should be fine by default as long as they’re communicating with your supplier correctly. SMETS1 meters that have been migrated to DCC and running as “SMETS1+” are also generally compatible, although your mileage may vary. Unfortunately, SMETS1 meters that have not yet been migrated to DCC are incompatible at this time. But you’ll be able to use these features once your meters have migrated. If you don’t have any Smart Meters yet and you’re with OVO, here’s how you can get one! Oh, and please make sure to have a recent energy bill handy too before you start setup! You’ll need it during setup to verify your account and confirm that you have permission to use the service. If you’re with OVO, you can retrieve one from within your online account or via the OVO Energy app. Do I need an IHD?Nope. The integration communicates directly with your Smart Meters, so you don’t need an IHD. How can I set it up?As long as you’ve already got a compatible Smart Meter and you’ve set up the SmartThings app so you can use it, the process is fairly easy, but does have several steps to go through. Here’s what you’ll need to do.In the SmartThings app, add a new Device Select Search by brand - this makes it easier to find Chameleon Select Chameleon from the list, you may need to scroll down Tap Energy monitoring followed by Smart Meter, then choose a Home and Room before tapping Next Chameleon Cloud will load up and appear on screen Review the Terms of Service and Privacy Policy - it’s important! Fill out the details to locate your Smart Meter and run a compatibility check Upload a copy of a recent energy bill and wait for verification to complete Create a Chameleon Cloud account And finally, return to SmartThings and you should see your Smart Meter show up under Devices in the room you selectedIt may take a few days from here before usage data starts to show up for the first time, so hang in there and check back in every so often. Once the first import completes, you should see new data come in on a daily basis. Is there a Privacy Policy?Yup. You can view that right here by clicking on the Privacy Notice text. Please don’t attempt to sign up via that exact link though, as it won’t work and you’ll get stuck. It’s not actually intended to get to that page outside of the SmartThings app, but I have magic powers that lets me break stuff. XD Where can I see the data?You’ll be able to find it anytime in the SmartThings app, in the same Room that you assigned the Smart Meter Device to. Feel free to rename it something other than the default name of “Smart Meter” if you’d like to. You can also check SmartThings Energy under the Life tab, as long as you have it set up there. Can I export the data?Yes, it looks like you can do this. You’ll want to head into the settings for SmartThings and then choose the Download personal data option. From here, you can save the exported data to your phone/tablet and then transfer it to your PC. This may not work very well on iOS/iPadOS devices however, due to restrictions imposed by Apple, so I recommend doing this from an Android device for the easiest experience. It may take up to 30 minutes for the export to be generated. It’ll be a ZIP archive, so you’ll need to extract the contents first before you can open them. The resulting output is made up of CSV and PDF files. You can open a PDF file using a web browser such as Chrome or Firefox on your PC, Preview on macOS, the built-in document viewer on most Linux distros or the built-in PDF viewer on Android and iOS. You do NOT need Adobe Reader for this purpose. As for CSV files, you can open them in Microsoft Excel, Google Sheets or LibreOffice Calc, depending on what you have available. If you don’t have any of those on hand, you can also open them in a text editor such as Notepad or TextEdit. Notepad++ also works pretty well and can format the file for easier reading. These same tools should also be capable of opening any other file formats that might be included in the download. If you have any trouble opening the files that happen to be in other formats, I’ll be happy to try to locate the right tool for those as well on request. Please don’t share the downloaded files with anyone, as they will contain personal data that could be sensitive and you really don’t want to leak them. Can I opt-out later?Yes. It’s a little complicated but definitely possible. Please bear in mind that after completing these steps, you will have to start again from scratch if you decide to use the service again in future. These instructions are carried over from this thread. I’ve also spoken to Chameleon Technology directly and they’ve confirmed these steps should work.In the SmartThings app, edit the Smart Meter device and then tap Linked Services to find the active integration Delete the relevant Linked Service from the list - which will also remove the device from the app Contact Chameleon Technology by email using optout@chameleontechnology.co.uk and the subject line Cancellation Request. You can fill out the details of your request in the email itself - you’ll probably want to ask them to delete your Chameleon Cloud Account as well. I’ve done some clever tricks, so that if you click that link above, it’ll automatically create a new draft email with the subject line already filled in for you. Magic! If you want to later stop using SmartThings completely, you can use the Leave SmartThings option in the SmartThings app to wipe everything from Samsung’s servers. You may also want to delete your Samsung Account if you’re not using it for anything else after that - you can do that via the account settings on their website. Please only use the email address listed above for opt-out requests, as Chameleon won’t respond to anything else. If you’re moving out, your supplier should also send the SMETS Command Restrict Access for Change of Tenancy to your meters once you notify them, which will forcibly disconnect ALL linked services and devices except for the Comms Hub, IHD and Smart Meters themselves. All other connections - including Chameleon/SmartThings will be severed and disabled permanently. Where can I get support?The two best places I can think of would be over here on the OVO Forum or on the SmartThings Community. Because of the nature of this particular integration, the forum volunteers over here are more likely to have experience with using the integration with Smart Meters, whereas the SmartThings Community is more likely to have users with a lot of general SmartThings experience. Either way, you should be able to get the help you need. Please don’t post personal information though, as it could get leaked and forum volunteers can’t use it anyway. Unfortunately however, you probably won’t be able to ask your energy supplier for help as they aren’t involved. The best alternative is community support resources, as Chameleon currently doesn’t have any official help guides or support contacts right now. We’ll try to help as best we can though! Smart meters Mon, 12 Oct 2026 11:28:12 +0200 https://forum.ovoenergy.com/electric-vehicles-166/allstar-ev-credit-ignored-by-dd-estimated-average-21517 We are on the Simpler Energy plan, so it’s a variable rate. We pay by DD and the DD amount is reviewed every 3 months, the amount being determined by how much energy we use and how much our account is in credit. This system has worked fine for years and we have been happy Ovo customers.Six months ago my husband got a new company car, which is an EV. This is charged at home and they use Allstar as the 3rd party to manage the charging costs. Allstar credits our Ovo account, by bank transfer, each month, for the amount used, in the previous month.Now, every 3 months, the DD estimating algorithm, sees that we are using way more electricity and puts up our DD by a large amount. The DD estimating algorithm, completely ignores payments coming in to our Ovo account.I don’t want to have to ring Ovo every quarter and have this conversation.Any suggestions, from Ovo themselves or helpful customers, appreciated.Thank you. Electric vehicles Mon, 12 Oct 2026 11:15:53 +0200 https://forum.ovoenergy.com/switching-suppliers-and-moving-home-144/i-m-switching-away-from-ovo-why-is-there-a-delay-for-my-final-bill-17289 Hello,Had anyone experienced leaving OVO because of joining another energy company and not be able to get final bill for more than two months? I am still getting charged for gas and electricity they don’t supply, and when I was trying to get my final bill, they asked me to wait for 6 weeks to sort it out, nothing had been done, after contacting them after 7 weeks after I joined another energy supplier, they asked me to wait 32 working days more. I’ve never experienced anything like this, now paying to two energy suppliers at the same time, which is ridiculous in my opinion and shameful for OVO.Elena Wilson Switching suppliers and moving home Mon, 12 Oct 2026 10:39:51 +0200 https://forum.ovoenergy.com/general-153/e-on-and-ovo-what-you-need-to-know-21070 Updated on 07/10/26 by Chris_OVO OVO has joined E.ON  OVO joining E.ON brings together two of the UK’s leading energy suppliers. Being part of a larger energy company is the best way for OVO to continue improving what we offer to customers over the long term. Nothing changes for OVO customers You don’t need to do anything. Your energy supply, your tariff, your balances and the way you interact with us all stay the same for now. The same people and technology will continue to support you, just as they do today. We’ll let you know well in advance about changes.  Frequently asked questions Why has OVO become part of E.ON? OVO joining E.ON brings together two of the UK’s leading energy suppliers. Being part of a larger energy company is the best way for OVO to continue improving what we offer to customers over the long term.  What does this mean for me today?Nothing changes for you. Your energy supply, your tariff rates, your payment schedule, and the support team you rely on stay exactly as they are.   What’s the timeline moving forward?Now that the deal is officially complete, OVO and E.ON will start planning for the future. Any changes to your account will happen gradually. You’ll receive plenty of notice, with clear, simple guidance long before anything happens.  Is my energy supplier changing right now?  No. While OVO is now part of E.ON, accounts are running separately for now. We’ll be in touch before anything about your account changes.  Will my tariff, energy prices, or contract end date change?No. We’re fully honouring all existing tariff rates, terms, and contract end dates. You won't be moved to a pricier tariff because of this. If your fixed plan is coming to an end anyway, we’ll reach out ahead of time with your renewal options, just like we always do.  Do I need to change or update my Direct Debit?No. Payments will continue on your normal schedule, with the same bank reference and for the same amount.    Is my credit balance safe?Yes. Your credit balance is protected, as usual. A positive balance helps cover the cost of the extra energy you’re likely to use over the winter.  What happens if I owe money or have a payment plan set up?Any balance or active payment plan, and your agreed schedule stays in place. If money is tight right now, please chat with us, we’ve got lots of ways to support you and help keep things manageable.  Does anything change with charging my EV?No. Charge Anytime continues to be OVO’s smart charging tariff add-on. You can charge as normal.  Will the OVO apps change?No. The OVO apps will keep working just as they do today. This includes the OVO app where you can manage your account and the OVO Charge app.  What happens to my Beyond loyalty perks? You’ll continue to be able to collect and redeem Beyond perks.  I’m a Feed-in Tariff (FIT) or Solar Export (SEG) customer. Will I still get paid?Yes. Your solar export and FIT payments are completely safe. Your payments will keep rolling in on your usual schedule with zero interruptions.  Will my Smart Meter and In-Home Display keep working?Yes. Your smart meter will keep sending readings automatically, and the little display in your kitchen will carry on tracking your live usage. If it ever acts up, just let us know and we’ll help you get it sorted.  Will I still get my Warm Home Discount or Priority Services support?Yes. If you receive the Warm Home Discount, Winter Fuel Payments, or are signed up to our Priority Services Register, all your support, eligibility, and extra help stay fully in place.  I’m on Pay As You Go - how do I top up?Keep topping up at your usual local PayPoint, Payzone shop or Post Office, or through your top-up app. Your top-up key, card, and emergency credit features work exactly as they always have.   Is my personal data safe?Yes. Keeping your data safe is a top priority for us. Your personal details continue to be protected under strict UK GDPR rules.  Thank you We know OVO matters to customers, and we want to take this moment to thank you for your support over the years.  General Sat, 10 Oct 2026 18:25:54 +0200 https://forum.ovoenergy.com/my-account-140/new-account-website-in-beta-21406 I fell over a new version of the account website this morning, having followed a link in a banner that read:   You're in an older version of the site. Switch over to beta to see new features and updates.   I’ve only had the briefest of looks around, so I haven’t really formed an opinion about it yet. I must say, though, that the new site isn’t at all repellent!  I’ve started this thread in the hope that those who try out the new site will come here and share their feedback about it. Since we’re all getting used to the threaded version of the community forum, I’d suggest that:If you’re posting about a specific feature or aspect of the site, if there’s a loose floating Reply box at the foot of the window, use that. Start your post with a brief heading - e.g. Meter readings - and use the option on the Styles menu in the editor box to format it as a Small heading. This might help keep the feedback a bit more organized. If you want to comment on a topic that someone else started, use the Reply button at the foot of the post you want to comment on.There are no restrictions on feedback (other than keep it clean, of course). With any luck, we can collectively influence the site’s designers to make it even better.The beta version of the website is at https://myaccount.ovoenergy.com. Happy hunting! My account Sat, 10 Oct 2026 13:49:03 +0200 https://forum.ovoenergy.com/power-move-156/power-move-new-challenge-information-and-changes-to-power-move-19093 Updated on 14/07/26 by Abby_OVO Hi everyone, In 2024, OVO customers saved over £1.6 million by shifting their energy and making greener choices with Power Move. Ahead of the challenge starting 1 February 2025, we introduced a few changes.  Power Move prize draw Whilst Power Move will always be about helping you save money on your energy bills and reducing demand on the energy grid, the way it works has changed. Each month, if you use 15% or less of your total electricity during peak times you’ll now earn entries into a monthly prize draw. The number of entries depends on how much electricity you use during peak times. The lower your home’s peak time energy use, the more entries you’ll earn.  How we calculate your number of entries If you have a peak time electricity usage of 15% or less at the end of the month, you’ll earn entries for the prize draw.  The amount of entries earned will correspond with your end-of-month peak time electricity use percentage as follows: 0 to 1% = 15 entries 1.01 to 2% = 14 entries 2.01 to 3% = 13 entries 3.01 to 4% = 12 entries 4.01 to 5% = 11 entries 5.01 to 6% = 10 entries 6.01 to 7% = 9 entries 7.01 to 8% = 8 entries 8.01 to 9% = 7 entries 9.01 to 10% = 6 entries 10.01 to 11% = 5 entries 11.01 to 12% = 4 entries 12.01 to 13% = 3 entries 13.01 to 14% = 2 entries 14.01% to 15% = 1 entry 15.01% or above = 0 entries After each month ends, the number of entries you’ve earned will be automatically entered into a prize draw, along with all the entries of other customers who’ve earned entries in that month.  The prizes A minimum of 5 customers each month will win up to a year’s worth of free energy*, with a range of other bill credit prizes also available to win. There’ll be a minimum of 10,000 prizes available every month. You can see what prizes are being offered in the Power Move section of your OVO app and on ovoenergy.com/power-move at the beginning of each new month.  If you’re a winner you’ll be notified in the Power Move section of the app. Customers can win one prize per month. Changes to peak times We've heard your feedback that it can feel difficult to shift your home’s energy use during the current window of 4-7pm. From 1 February 2025, peak times changed to 5pm-7pm, Monday - Friday.  Weekend usage is still counted as off-peak.  Updates via the OVO app You'll be able to see your progress through the app. When the new challenge is live, sign in to your account and select 'Power Move' on the home screen. Here, you’ll have a progress dashboard to track how you’re getting on, and see if you’ve won a prize at the end of the month. For more information, visit ovoenergy.com/power-move, our Power Move FAQs and Power Move terms and conditions. *A year’s free energy is set at a maximum bill credit of £2,000. A year’s free energy is calculated in line with Ofgem’s average Energy Price Cap for January-March 2025 for customers paying by Direct Debit, which is worked out based on a 2-3 bedroom house, with 2 to 3 occupants using the average domestic usage in electricity per year. Credit may not equal one year’s free energy if you are a higher than average user or if the price cap were to increase beyond current forecasts. We’ll pay it as energy bill credit in 12 monthly instalments. For example, if you win a year's free energy in January, the credit would be applied to your bill in February and each following month up to the last payment in January the following year. Power Move Fri, 09 Oct 2026 11:12:02 +0200 https://forum.ovoenergy.com/home-and-heating-138/tariff-not-switched-from-thtc-to-economy-10-as-agreed-21491 Hi ​@Ben_OVO ​@Chris_OVO Just turned on my heating on Sunday and the afternoon slot 2.30-5.30 was fine albeit on minimum, evening slot 9.30 -1.30 came on but didn't charge ( no credit was used)morning slot 5.30-8.30 was also fine.I phoned Customer Support on Monday to be told I am not on Economy 10 and have never been, I am still on THTC and no change of contract had been made after the meter swap.I asked if my meter would need reconfigured but unfortunately they couldn't answer and instructed me to call the PAYG team.Have just been on to PAYG team who transferred me to squad 70 ( a very nice guy called Jamie)who have done a pretty thorough investigation and it would seem multiple flags have been getting raised on my account since the swap but nothing actually done about it.The squad 70 backroom team have raised the issue again so hopefully it will be resolved soon.  Home and heating Fri, 09 Oct 2026 10:15:35 +0200 https://forum.ovoenergy.com/smart-meters-136/can-energy-suppliers-manipulate-smart-meter-reading-remotely-15291 I’ve heard that energy suppliers can remotely control smart meters in order to even cut off the energy supply to a certain property. It made me wonder if they can remotely override the meter reading by adding extra units on top of the actual usage regularly. If they have remote control access to it, when/if a customer complains regarding an abnormal increase, they can even remotely adjust it so that the meter would not be seen as faulty during any inspection. Is there a guarantee or a way to validate that this would never happen to smart meter users?  Smart meters Fri, 09 Oct 2026 10:00:57 +0200 https://forum.ovoenergy.com/general-153/new-feature-introducing-threaded-replies-21281 Exciting news, everyone! Starting today, you can now use threaded replies in the OVO Community. This makes it easier to chat, ask for help, and follow conversations.  What’s changing & why you’ll love it Ever wanted to respond to a specific point someone made earlier in a long topic without confusing the rest of the thread? Now you can.Instead of all responses dropping into one long linear list, replies will now nest directly under the specific comment you’re responding to. Better Context: Follow sub-conversations without losing the plot. Closer Community: Chat directly with a specific member about their exact tip or question. Cleaner Threads: Less clutter, making it faster to find the answers you need.   How it works: A quick guide Replying to a thread is super straightforward:1. Find the specific comment you want to respond to. View of general user comment within a thread 2. Click the 'Reply' button located directly underneath that comment (rather than hitting the reply button now found directly under the original post/article). Comment ‘Like’ and ‘Reply’ options      3. Type and post! Your message will appear neatly indented right below the original comment. Example of how threaded replies will appear on the community   Quick Tip: Want to address the main thread overall or start a brand-new point? Just use the main Reply box now found directly under the original post/article!The general reply box will now remain under the original post instead at the bottom of the comment thread  We hope you’ll enjoy the new, modern and interactive feature - If you have any question, issues or suggestions, let us know in the comments below  General Thu, 08 Oct 2026 14:43:35 +0200 https://forum.ovoenergy.com/smart-meters-136/failed-switch-from-thtc-in-highlands-21508 Hi, I’m struggling with a failed switch from 2 THTC meters to a single Aclara two rate TOU meter. Following the smart meter installation I have been put on Simpler Energy with a single p/kWh for both peak and off-peak. I have called OVO support 3 times to request Economy 7 tariff and each time been told that my request would be actioned. But it hasn’t been. My online account still shows Simpler Energy with a single p/kWh rate.I’ve opened a complaint today. But the bottom line is my storage heaters are using expensive electricity and OVO don’t seem able or willing to rectify the problem they have caused.Any advice appreciated. I bet I’m not the only one!Thanks. Smart meters Thu, 08 Oct 2026 14:08:19 +0200 https://forum.ovoenergy.com/my-account-140/i-feel-like-my-direct-debit-check-in-is-totally-unfair-why-has-it-increased-6328 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. My account Thu, 08 Oct 2026 11:23:06 +0200 https://forum.ovoenergy.com/my-account-140/ovo-have-sent-an-email-about-my-direct-debit-why-are-you-increasing-my-monthly-payment-when-i-m-already-in-credit-9860 HiHas anybody else received an email proposing an increase in Direct Debit on a fixed rate deal with 14 months to run My account Thu, 08 Oct 2026 11:02:34 +0200 https://forum.ovoenergy.com/my-pay-as-you-go-account-159/i-need-a-new-top-up-key-how-can-i-get-a-new-one-15789 Hi,we went to the paypoint with the code provided by one of the call center guy they don’t have OVO keys, can we use another company token to activate with the code? Cheers Natalina My Pay As You Go account Thu, 08 Oct 2026 09:54:50 +0200 https://forum.ovoenergy.com/ovo-beyond-167/introducing-beyond-points-21475  There’s a new way to get rewarded for being with OVO - Beyond Points. With Beyond, our free loyalty programme, you can now earn points to use on things like free electricity and bill credit. You’ll get 100 points by signing up, and a further 150 points if you join Power Move.  200 points gets you an hour of free electricity, and 2,000 points gets you £2 bill credit. It’s easy to get started. If you’re already on Beyond, head to the app and sign up to Beyond Points. If you’re not already on Beyond, start there. You’ll need to have a smart meter, pay by Direct Debit and have the OVO app. You can find all eligibility criteria in the full terms here. Download the app on iOS here or on Android here. The screenshots below show you what the sign up journey looks like, and the Points dashboard. The sign up journey for Beyond Points will look different depending on whether you’re already on Beyond, new to Beyond, have opted in to half hour readings, or need to do so. How to sign up Step 1 Exact appearance may varyExact appearance may vary Step 2 Exact appearance may vary Step 3 Exact appearance may vary Step 4 Exact appearance may vary  The points dashboardExact appearance may vary Important information Beyond Points terms, conditions and eligibility criteria apply. Power Move terms, conditions and eligibility criteria apply. Beyond terms and conditions apply. All Beyond offers are subject to availability, and OVO reserves the right to replace or amend the range and value of available offers at any time.Got any questions about Beyond? Head over to our Beyond Forum group. OVO Beyond Wed, 07 Oct 2026 15:13:34 +0200 https://forum.ovoenergy.com/home-and-heating-138/share-your-experience-of-night-time-battery-charging-21482 anyone do Night time battery charging   Home and heating Wed, 07 Oct 2026 13:32:32 +0200 https://forum.ovoenergy.com/home-and-heating-138/how-can-i-make-the-actual-temperature-match-the-temperature-set-on-my-mitsubishi-ecodan-ftc6-21506 Hello,I have an FTC6 system with a new PAR-WR51R remote controller. I set the room temperature to 20 degrees, but the actual temperature is 22 degrees.How can I adjust the settings so that they match?regards Home and heating Wed, 07 Oct 2026 09:13:49 +0200 https://forum.ovoenergy.com/electric-vehicles-166/smart-charging-schedule-ignoring-ready-by-time-what-can-i-do-21497 My wife and I have a hybrid each both with circa 25kWh batteries. We both use nearly all of that on our weekday commutes. I have a 7.4kW charger. Each evening I get home from work at about 6pm and put my car on charge and then when I go to bed at about 11pm I switch the cable over and charge my wife's car ready for the morning. I use the ovo charge app to set a ready by time of 11pm. This means the smart charging function gets 5 hours to optimise the smart charge but around 3.5 hours of that it will need to be running in order to meet my 'ready by' time. The problem is it always pauses the charge for too long and so can never hit its target. This evening i looked at my phone at 10.30pm and the charging was paused with 50% charge leaving it more than 12 kW to fill in 30 minutes. Or in other words the supposedly smart app had planned a schedule that requires a remaining charge speed four times the capacity of the charging setup I have just to do what I set it to do. A backup solution i shouldn't have to rely on is the urgent charge feature which I could deploy (and accept paying more than I should for charging but guarantee I would have the full battery I need at my ready by time). But the urgent charge function annoyingly dissappears as soon as the charge starts so I have to rely on waiting for the charge to pause before deploying it which would mean focusing on my phone rather than family for the evening.  I struggle to believe that the app/smart charging would not be able to fulfill what are pretty basic charging needs so what can I do differently or can the app be improved? Electric vehicles Tue, 06 Oct 2026 17:14:38 +0200 https://forum.ovoenergy.com/smart-meters-136/can-i-get-an-isolation-switch-fitted-as-part-of-a-smart-meter-installation-8466 as part of a smart meter installation will I have an isolation switch installed as well? Smart meters Mon, 05 Oct 2026 16:20:15 +0200 https://forum.ovoenergy.com/my-account-140/price-cap-increase-1-october-2026-21467 Everyone on a Standard Variable Tariff, like OVO's Simpler energy, will have been warned to expect an increase on 1 October and again on 1 January 2027. Not everyone will have checked to see just how the increase affects them. OVO's rates usually stick pretty close to the price cap, so the official tables are a good guide. They're on this gov.uk page - it's large and quite complicated, so it takes a few moments to work out what's what and how to find it: Energy price cap unit rates and standing charges | Ofgem Non-gas households only have to bother about the electricity prices. This is what the tables say for me in the East Midlands:Figures in the tables include VAT.In July-September 2026, VAT is 5%. In October 2026-March 2027, VAT is zero.  Using the Future Annual Consumption estimate from the Plan page, we can work out the annual cost before and after 1 October:Before: 1155 kWh x 23.55 p/kWh = £272  365 days x 53.05 p/day = £194Total:                                     £466After:1155 kWh x 24.05 p/kWh = £278  365 days x 51.02 p/day = £186Total:                                     £464So my estimated annual cost actually goes down by an insignificant £2 including VAT as a result of the price-cap increase and zero-rating VAT. This may be encouraging for customers in a similar situation. It could well be that it’s a completely different, and less cheerful, story when we repeat the exercise at the end of November, when we know what the price cap will be from 1 January 2027.     Moral of the story: Do your own sums!    My account Mon, 05 Oct 2026 11:42:30 +0200 https://forum.ovoenergy.com/my-account-140/why-is-my-future-annual-consumption-estimate-so-persistently-high-17300 I have just read this passage about FACs in another thread: “… my own experience shows that hthe 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 adjustment. I was told last year, as was the Ombudsman, that it would all come right after a meter exchange, which happened in September. There was no change to my FAC until mid-November, when it suddenly started falling from its figure of 2.35 times the actual annual usage. This is how it has progressed, from its stubbornly-maintained figure of 2902.9 where it had been since the previous April:  I can't explain the hiatus in early January, unless there was some manual intervention. The figures are updated every Sunday, and occasionally midweek: there have been 16 updates since 5 November. If manual intervention is possible, then there’s no need to rely solely on this clearly flawed system.I suppose I should be grateful that my FAC is now only 76% higher than my actual consumption for the past year. Excel tells me that if both curves proceed at the same rate, they will eventually meet on 8 August next, just one year after OVO assured the Ombudsman and me that a meter exchange would soon solve the problem.For those of us with multi-rate tariffs (e.g. Economy 7), there have to be FAC figures for peak and offpeak usage. It’s the ratio between these that determines how economical the tariff is, so it’s also important that this ratio is also accurate. It’s not, for me. Not only is any Direct Debit calculation worthless, but so are projected costs when trying to compare tariffs. There is something seriously wrong with the FAC determination if it can't adapt more quickly to actual, readily-available meter-confirmed data as Ofgem mandates and as Tim maintains it should. My account Mon, 05 Oct 2026 11:36:04 +0200 https://forum.ovoenergy.com/electric-vehicles-166/hyundai-kona-2024-charging-cutting-out-and-restarting-with-hypervolt-and-ovo-anytime-21502 My kona charged fine until last weekend. Since then it goes into a constant loop cycle of starting, then cuts out after about 2 seconds. The only way I can get charge into the Kona was to drop the charging rate to 60% in the car. This works until household electricity demands are greater, such as oven, etc. It then drops out, restarts, drops out again.The hypervolt home charger was professionally installed on its own circuit as standard.The only other thing I would add is that this started after I used a bokeman 3 pin charger at work to top up.Im finding it really difficult to charge my ev at the moment. Does anyone have any advise? Electric vehicles Mon, 05 Oct 2026 11:27:07 +0200 https://forum.ovoenergy.com/electric-vehicles-166/are-foxess-chargers-compatible-with-charge-anytime-21432 Anyone know how often OVO qualifies additional/new EV chargers? Mine is the L series from FoxESS and while I use it using solar or pay full tariff price I am locked out taking advantage of any of OVO’s EV tariffs.  Electric vehicles Mon, 05 Oct 2026 10:55:36 +0200 https://forum.ovoenergy.com/electric-vehicles-166/i-ve-left-ovo-but-not-got-my-charge-anytime-credit-21501 As with the title of this.I've just left OVO and have now received my final statement. It does not take into account the money owed to me for home charging via OVO Charge. How do I go about claiming this? Electric vehicles Mon, 05 Oct 2026 10:51:34 +0200 https://forum.ovoenergy.com/general-153/is-it-possible-to-book-an-engineer-visit-between-8am-and-10am-21480 Hello, I work Mon-Fri and can’t take time off from work and OVO engineers don’t work on Saturdays. Would it be possible to get an appointment for an engineer to visit strictly between 8am and 10am? They usually don’t give time slots, it’s either “am” or “pm”. I;ve been requested to book an appt for the engineer to reset my meter.Thank you and kind regards.  General Mon, 05 Oct 2026 10:45:16 +0200 https://forum.ovoenergy.com/smart-meters-136/gas-meter-is-clocking-incredibly-high-usage-with-no-one-in-the-house-12997 We have been seeing incredibly high gas usage for the last few months or so, even when no one is in the house. We’ve not even had our heating on yet and it’s mid December because we are so concerned about the usage clocking up just using the boiler for hot water. For example on Sunday no one was home between the hours of 4.30pm-11.30pm and we clocked up around 60kwh of usage according to the OVO app:For reference I live in a moderately sized 4 bedroom flat, in a block of 5 flats. We are currently only using the gas for hot water for showers or washing up.Temperatures are now below freezing so we want to put our heating on but with the extra usage clocking up our bill is already unmanageable and we are lost at what to do next. Can anyone offer any advice? Smart meters Mon, 05 Oct 2026 10:34:40 +0200 https://forum.ovoenergy.com/my-account-140/what-is-the-best-way-to-contact-ovo-customer-service-support-team-8565 I would like this issue to be addressed by a moderator.I have spent over two hours on two separate calls, trying to get through regarding a faulty gas meter and despite online contact and calls, I haven’t been called back or emailed back.The property in question houses vulnerable adults and a gas meter is not operational. How do you manage to get the help that you need?  My account Sun, 04 Oct 2026 11:25:57 +0200 https://forum.ovoenergy.com/my-account-140/why-such-a-large-increase-to-my-recommended-direct-debit-1298 Why are OVO advising 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?   My account Sat, 03 Oct 2026 23:41:51 +0200 https://forum.ovoenergy.com/my-account-140/increase-to-direct-debit-new-way-of-calculating-direct-debit-amount-19794 Ovo want to increase by direct debits so that I am one month in credit by the end of March next year. I queried this with them as previously the payments were worked out so that the amount was £0 at the end of the 12 month period. They’ve said they have changed their DDM calculations so I have to accept this. I think this is v unfair. Is there any way round this?  My account Sat, 03 Oct 2026 23:39:03 +0200 https://forum.ovoenergy.com/extra-support-168/how-do-i-get-access-to-a-sse-restricted-area-21474 Good morning all! We are an AC company and have a customer who requires unit replaced. The problem is that the outdoor unit was installed (probably with no permission) into a restricted area with SSE stickers of no entry all over it. What is the best way to request access to said area for removal of the system? Need to do things properly and can’t seem to get through to anyone helpful. TIA Mr HVAC Ltd Extra Support Thu, 01 Oct 2026 14:28:57 +0200 https://forum.ovoenergy.com/ovo-live-164/ticketmaster-tickets-not-showing-in-ovo-account-only-axs-tickets-visible-21493 Hi everyone,I’m hoping someone can help me with a ticket access issue.We are a group of four, but I wasn’t able to purchase all four tickets together, so I had to buy them as two separate pairs: two through Ticketmaster and two through AXS. I used the same email address for both purchases.I can access my OVO and AXS account without any problem, but at the moment I can only see the AXS tickets. The two Ticketmaster tickets are not showing at all. I tried to contact Ticketmaster but they’re not helpful at all and they’re saying that OVO is entirely responsible for this. OVO Customerservices email is not answering my quiery. Has anyone experienced something similar when using the same email address for tickets bought through both Ticketmaster and AXS for the same event? If so, how did you manage to retrieve the missing Ticketmaster tickets? Thanks in advance :)  OVO Live Wed, 30 Sep 2026 15:07:49 +0200 https://forum.ovoenergy.com/my-account-140/why-is-there-a-difference-between-the-balances-on-my-monthly-bill-and-app-online-account-9700 I have always been aware of the Balance showing on the Homepage of the OVO Website and the Credit showing on my monthly billing. At he beginning of Setember the credit showing after my new bill was £67.53 but the balance showing on the homepage was £104.65. Since I have been aware of this for some time I took a screenshot of my homepage for proof. At the beginning of October my credit was £65.41 with my balance showing the same. They have now been realigned with a subsequent loss to me of £35.00. I confirmed with an OVO advisor yesterday that others had also noticed this so I am posting this to make others aware of this irregularity. I have a complaint outstanding with OVO but not answered. Has this happened to other OVO customers.? My account Wed, 30 Sep 2026 13:21:18 +0200 https://forum.ovoenergy.com/solar-189/everything-you-need-to-know-about-feed-in-tariffs-fit-21490  Feed-in Tariffs (FiT) were a UK Government-run scheme to pay households back for renewably generated electricity from sources such as solar panels. The scheme is now closed and has been replaced by the Smart Export Guarantee, however existing FiTs are still managed by UK energy suppliers.   1. About the FiT scheme How does FiT work? Customers with existing FiTs send their supplier FiT meter reads, and these are used to calculate four payments a year. FiT payments include:Generation tariff: a payment for the total amount of electricity generated. Export tariff: a payment for the electricity sent back to the grid. Who’s responsible for the FiT scheme? The UK Energy regulator Ofgem oversees the FiT scheme, but the payments are handled by energy suppliers, known as FiT licensees. More info can be found on the Ofgem website here.  Can I sell my Feed-in Tariff? It’s possible to sell your FiT to a third party company, for a lump sum. They’ll then receive future FiT payments. There’s more info about this on the Which? website.  2. SEG vs FiT Key differences between the Smart Export Guarantee (SEG) and the FiT scheme:Tariff rates: All energy suppliers offer the same FiT rates, however SEG rates vary between suppliers. OVO’s SEG rates can be found here. Calculating payments: FiT payments are based on generation and export, whereas SEG payments are based only on exports. A smart meter is needed to record the export reads. What types of energy generation are eligible for SEG? You can claim SEG payments if you use any of the following technologies to generate electricity: Solar panels (PV) Onshore wind turbines Anaerobic digestion (AD) Hydro power Micro combined heat and power (or CHP)  3. Payments  When will I receive FiT payments? FiT payments are calculated based on reads submitted in March, June, September and December. Generation reads must be submitted by the end of these months. Payments are processed around eight weeks later and are sent to your nominated bank account.  How are FiT payments calculated?   FiT payments consist of two parts: 1. Generation tariff: Calculated using your meter readings and the generation rate assigned when your scheme was registered. 2. Export tariff: Calculated in one of two ways: Deemed export: An estimated percentage of your total generated units (currently 50% for standard systems, or 75% for hydro systems). Metered export: Measured directly using an export meter or smart meter, ensuring payments reflect actual export amounts.   Will payments increase with inflation? On 1 April each year, FiT rates are adjusted based on the Consumer Price Index (CPI) to account for inflation. You can see more info on Ofgem’s website here.  Are FiT payments taxable?  Feed-in Tariff payments are tax-free when electricity generated is used for domestic purposes. However, if the property is VAT registered then VAT is added to export payments.  4. Meter readings  When do I need to give FiT readings? Readings are due in March, June, September and December, and we’ll email you to let you know. See this meter read guide for help taking an export meter reading from your smart meter.   What happens if I forget to take a meter reading? If you miss a reading then the payment for that quarter can’t be processed immediately. If you submit a reading during the next cycle we’ll then ensure the balance is backdated to include your previous payment.  What happens if I don’t verify my meter?  We’re regulated by Ofgem to check generation meters at least once every two years, and we’ll contact you to let you know when this is due. Verification requires a clear photo of the meter showing the serial number and current reading. Payments are paused if these photos aren’t submitted.  What’s a metered export tariff?  A metered export tariff pays for every kilowatt hour of electricity exported to the grid. Accounts on metered export tariffs require readings from both generation and export meters when requested.  Who should I contact if I’m having problems with my generating equipment?  The installer will be able to help with all technical questions relating to their equipment. If any generation equipment is changed please let us know straight away so your payments aren’t affected.  5. Switching, moving and account changes  How do I switch my existing FiT account to OVO, and how long does it take? Your energy supplier and FiT licensee can be two separate companies. If you switch your electricity supply to OVO, your FiT account will stay with your current supplier unless you decide to move it.  If you have FiT with another supplier and would like to move it to OVO, you’ll need to fill out our online FiT Switch Form.  The transfer takes 28 working days from the date your application is received. On your switch date, we’ll ask for a generation meter reading. This reading acts as the final reading for your previous supplier and the opening reading for your OVO FiT account. Your previous supplier will pay you up to the switch date and OVO will pay you going forward.  If I switch my FiT account to OVO, will my rates change? Your generation and export rates won’t change. Feed-in Tariff rates are regulated by Ofgem, so moving your account doesn’t affect the payments you receive.  What happens to my FiT account if I move house?  Solar panels are usually included in the sale of a property. The new owner must complete our Change of Ownership Form to transfer the account, and receive payments from the completion date. Final FiT reads must be submitted upon moving out.  If solar panels are removed and reinstalled at a new property, they’re no longer eligible for FiT payments. However, you can apply for SEG for the new setup.  I’m moving into a home with solar panels. Can I apply for FiT?  If your new home has solar panels, ask the seller to confirm if the system is registered to FiT and, if so, who the FiT licensee is.  If the system is registered with OVO, complete a Change of Ownership Form to transfer the account.   Can I make changes to my system, and will it affect my payments? Generation systems can be expanded to generate extra energy, but extended capacity won’t be eligible for FiT payments. You can find more info on Ofgem's website. If you modify your system, please let us know by emailing fits@ovoenergy.com.   What if I have a battery installed?  If a battery storage system is installed, we’ll need a diagram showing the connection path from the panels to the installation. This gives us the proof that the exported energy is originating from the renewable system.  Need to contact us about FiTs?  Call us on 0330 102 7421 (Monday to Friday, 9am to 5pm). Outside these hours, email fits@ovoenergy.com and our team will get back to you within 5 working days. Need more help?This topic is closed, so you won’t be able to reply here. If your question hasn’t been answered or you need more advice, feel free to ask the community — we’re here to help! Give us your feedback!Was this article helpful? Is our Library missing content? Share your anonymous feedback here and help us improve! Solar Tue, 29 Sep 2026 12:20:21 +0200 https://forum.ovoenergy.com/my-account-140/why-has-my-billing-period-been-changed-21450 Why has my billing period been changed? It has always been from the start of the 4th of the month to the end of the 3rd of the following month. As you can see, my billing period for this month is from 4th - 30th September. (I do think I know why this has happened, but why have customers not been informed of this change?)  My account Tue, 29 Sep 2026 08:43:57 +0200 https://forum.ovoenergy.com/electric-vehicles-166/no-scheduled-sessions-showing-in-smart-charging-21485 I’ve been able to charge normally for months but new problem not experienced before today. The car would not charge as there were no scheduled sessions shared with the charger (Hypervolt Pro3). I’ve checked internet, turned the phone on and off to refresh the App, checking connections, changed the “ready by” time on the App to be shorter - still no charging or charging sessions shared with the charger. I’ve raised a tech ticket with OVO live chat team as they were out ideas. Has anyone had a similar problem? Electric vehicles Mon, 28 Sep 2026 12:34:54 +0200 https://forum.ovoenergy.com/electric-vehicles-166/is-there-a-map-showing-public-charger-locations-21487 Hi, I was just wondering if anyone knows if there is a digital map anywhere showing the public chargers I can use with my OVO charge anytime account please? Electric vehicles Mon, 28 Sep 2026 12:09:07 +0200 https://forum.ovoenergy.com/my-pay-as-you-go-account-159/i-m-a-prepayment-customer-payg-topped-up-gas-this-morning-but-it-s-still-not-added-to-my-meter-10625 topped up for gas this morning, still not been added to meter, 3 times this has done this £30 down for no gas My Pay As You Go account Mon, 28 Sep 2026 10:05:25 +0200 https://forum.ovoenergy.com/home-and-heating-138/most-efficient-way-to-use-our-heat-pump-21486 Hello, we have recently had Solar Panels and a Heat Pump installed, so far so good. However as we are getting closer to Winter I am wondering what is the most efficient way to use our Heat Pump for heating. Do we use it like a traditional timer and set the heating to come on for a couple of hours in the morning and evening? Right now we have it set to manual (as recommended by our installer) with Heat set to 19 and Water set to 50. We also have an internal and external thermostat, does that make a difference?Sorry if this seems like a stupid question, but just looking to get some rookie advice  Home and heating Mon, 28 Sep 2026 09:34:31 +0200 https://forum.ovoenergy.com/electric-vehicles-166/ovo-charge-app-not-recognising-kia-ev3-21439 I can’t believe that I am back on the OVO forum trying to resolve an issue with OVO! I have just spent over an hour looking at the OVO web site (I am an OVO acc holder) and reading all the good news about EV charging and the great deals that are offered.  I called and spoke to an operative and he confirmed that my car, a Kia EV3, registered this year, is valid and can take advantage of the improved tariff.  I checked on the web site and it also shows and EV3 as being suitable.  So, I set up the add on to my account.  All good.  Then I go onto the OVO Charge app (which is the only way to set up charging, it seems), set up my car and it says that, at this time, only the EV6 is recognised!!!!!!!!!  Really?  So the OVO site says that everything works with EV3, the person at OVO said that it works with EV3, the OVO site allowed me to set up the add on to my account but actually it doesn’t work at all. Having already read a bit, I can see that the moderators will come back and say “not our fault, Gov, blame Kia”.  If that’s the case, why list Kia as being compatible on the OVO site?  Say that they are not compatible and maybe that will push Kia into taking whatever action needs to be taken.It is just SO annoying, you spend hours setting all these things up and then it doesn’t work and you are left feeling cheated because these tariffs are offered but, although they may work for some, they don’t work for all.And don’t ask what charger I have!  I have an OHME, which was the one recommended by OVO when I got my first EV four years ago but now everyone says is awful. Electric vehicles Sun, 27 Sep 2026 10:30:15 +0200 https://forum.ovoenergy.com/power-move-156/power-move-is-changing-1-october-here-s-everything-you-need-to-know-21477 Updated on 01/10/26 by Abby_OVO  Power Move is going back to guaranteed rewards Power Move is moving away from the monthly prize draw to a points based system. Instead of earning prize draw entries when you use your energy at off-peak times, you’ll now earn guaranteed points. Instead of earning prize entries for a chance to win, you will now earn guaranteed points every single month you hit your 85% or higher off-peak usage targets. Your points stack up in a dedicated wallet and can be redeemed for bill credits or free hours of electricity. We'll also be introducing weekly targets, so you can pick up bonus points along the way.  NEW: Power Move challenges will be coming soon to earn even more points You may have the chance to take part in weekly challenges where you are asked to either shift more of your electricity usage to off-peak times compared to the previous 7 days, or maintain your off-peak electricity usage at the same level as the previous 7 days.  You will be rewarded with bonus points based on how much more you’ve shifted into off-peak times  Peak to off-peak Currently, Power Move encourages customers to use less during peak times. From 1 October, this will change to shifting more of your electricity into off-peak times. We’ve flipped the focus to highlight the positive choices you're making. Previously, Power Move asked you to keep your peak electricity usage below 15%. Now, we’re tracking and rewarding your off-peak usage, challenging you to hit 85% or more of your total monthly electricity during these hours. The core logic hasn't changed, if you are using 15% or less during peak hours, it means you are using 85% or more during off-peak hours.  Focusing on off-peak targets allows us to reward you for the positive actions you take to shift your energy, rather than just telling you what to avoid.  Changes to how customers with Charge Anytime take part in Power Move Customers who have Charge Anytime are still eligible to take part in Power Move. However, electricity used for charging your EV will not be used in the final monthly calculation. Only your in-home usage will count towards your off-peak/peak electricity usage from 1 October.  What about the final Prize Draw for September? The final prize draw will be held at the start of October for the month of September, after that there will be no more prize draws. If you’ve won a year’s free energy and haven’t received all 12 monthly payments, you’ll continue to receive these payments until the final 12th payment is made to you.  Am I eligible? To Power Move, customers must: Be with OVO for their electricity (dual fuel customers are eligible) Have a smart meter and pay by direct debit Have half-hourly readings enabled and be half-hourly settled Be on a single-rate tariff (multi-rate tariffs aren't included right now) We’ve made no changes to the Power Move eligibility.  Do I need to do anything?Yes, if you want to earn points through Power Move, you'll need to sign up in the OVO app from 1 October. We’ve got more exciting news to follow so stay tuned!   For more details, check the terms and conditions for Power Move here or check out the dedicated FAQs page here. Power Move Sun, 27 Sep 2026 02:50:05 +0200 https://forum.ovoenergy.com/smart-meters-136/why-are-my-solar-panels-causing-my-electric-meter-to-run-backwards-18022 We have solar panels installed and our electricity meter is running backwards and are unable to have a smart meter installed as there is no mobile signal. we have contacted Ovo a twice to report that our meter is running backwards but haven’t been able to get a clear response from them. It’s clear that we need an export meter fitted. But how will this work practically? Will our Ovo account give us the ability to input the reading from our export meter? Who can we get to install one? Thanks Smart meters Sun, 27 Sep 2026 02:35:12 +0200 https://forum.ovoenergy.com/my-account-140/collections-won-t-lower-my-payment-plan-any-further-21189 hi my bill stands at £8,000 .and ovo engery has not helped  . i have phoned emailed over the last two years yes thats right and they say they can help . when i say i can not afford the direct debit can i have it reduced they put it up even further. i can not do a dmp as have just come out of a iva . aslo my husband is seriously ill  with heart failure i have told them this but they still will not reduce this bill . what can i do the support is not there . i set the direct debit at £300 but they kept going for it 4 times in a month as i said i cant afford it now they have set it at £600 . i cant get this bill down i was told by ovo that i cant afford reduced my bill over 9 yrs to pay i tired that no good .   My account Fri, 25 Sep 2026 13:57:13 +0200 https://forum.ovoenergy.com/ovo-beyond-167/find-out-about-our-new-heat-reward-18486 Updated on 15/06/26 by Ben_OVOEarn a year of free heating for your future heat pump with Beyond - our free Energy Savings Account (T&Cs for Beyond to be found here). We want to reward our customers, so we’re letting them bank free heating for their future heat pump over the next few years. There's no pressure to redeem them right away. You’ll have until 2029 to make the switch to greener heating. So you can take the time and enjoy the peace of mind knowing you have a green heating solution waiting for you when you're ready.  Unlock Beyond in the OVO app for free AndroidApple Find out more about what Beyond has to offer in this handy forum FAQ: https://forum.ovoenergy.com/my-account-140/unlock-ways-to-save-today-and-bank-rewards-for-a-greener-tomorrow-with-ovo-beyond-17799?tid=17799&fid=140 Hear from our Community Members about their experiences: https://forum.ovoenergy.com/home-and-heating-138/heat-pumps-what-s-your-experience-of-the-benefits-and-downsides-to-an-ashp-10002  How to bank a year of free heating This offer is available to customers with OVO Beyond who then go on to purchase an air source heat pump. Customers can bank 1 month of free space heating per 2 months on supply up to a maximum of 12 months -  banked over 2 years, an extra 3 years to redeem.  The credit can be redeemed when a customer purchases an OVO Air source heat pump (ASHP). The heat banked, must be redeemed in one go.  Once an ASHP is installed, customers will start to get a monthly credit (£28.46)  added back onto their bill, up to a maximum redemption value of £341. Terms and eligibility criteria apply. Heat Reward Terms   How to opt in You’ll be able to see the offer on the OVO Energy App if you have the beyond version of the App  You can click on the offer, through to ‘opt in’ page and then can agree to the T&Cs. You’ll then get an email confirming  You’ll then be able to see how much you’ve redeemed on the home screen of the app You can unlock the free heat via a credit added to your bill when you purchase an ASHP install with OVO. OVO Beyond Thu, 24 Sep 2026 11:54:03 +0200