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Switching suppliers and moving home

The latest advice on joining us (or leaving us), moving house, and erroneous transfers

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How long does it take to request a switch to a new energy supplier?

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Tutorial

Moving into a home that OVO supplies - A Guide

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Tutorial

Switching to OVO? - Here's what to expect...

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130 Topic threads
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Carbon Cutter*
Spuds_ownCarbon Cutter*
Posted in Switching suppliers and moving home
Switching from Octopus to OVO getting an error message about my meters.

I am trying to switch to OVO from octopus as i am getting an EV and want to take advantage of the charge any time add on, I have SMETS2 metrers installed by octopus and currently have the Octopus GO tariff for off peak charging of my Hybrid.I consistantly get this message“Unfortunately, we can't give you a quote right now. We're currently unable to support your meter setup, but we're working on it and expect to offer quotes in 2025”It doesnt give me any other information about why i cant switch!!

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Abby_OVO
Community Manager
16 hours ago
S
Carbon Cutter***
slookyCarbon Cutter***
Posted in Switching suppliers and moving home
exit fees on a fixed term deal when "moving home"

I am a landlord and have never used OVO before.  I had the “new occupier” letter from OVO today so I rang them up to tell them the bill will be in my name for the next few months.  I asked to switch from the deemed supply to a cheaper fixed term and I was told I would have to pay the exit fee when the property transferred to a tenant.  I said my understanding was that the exit fee was charged if I changed to another supplier not if I moved home.  I have since looked at the website and it seems to agree with my version.  I was on the phone for 40 minutes and do not want to ring again until this is clarified.Can someone please let me know the terms of the exit fee.Many thanks

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S
Carbon Cutter***
2 days ago
R
New Member***
richierichNew Member***
Posted in Switching suppliers and moving home
Leaving OVO with old meter MPAN still attached to household

Morning All,As the topic says, can I switch to a different energy provider if I still have an old meter MPAN attached to my household? Long story short, we are all electric here and were on a Superdeal tarriff migrated from SSE due to using storage/underfloor heating in a 1970’s terraced house with a three rate radio switched meter.The new smart meter was installed in September 2024 and the old meter was removed. The new meter is sending reads to OVO as expected BUT all billing is on hold for the new meter and the old meter MPAN for the heating element of the old meter is still on the account when it should just be GONE like why is it still there!? I have contacted OVO about this more times than I have fingers for and its always the same old cock and ball story about it all being with the billing team and they have to review it and are aware blah! blah! blah! Same old thing!What is reaaallllly winding me up is that there is seemly NO TIMEFRAME in which the billing team can resolve this

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R
New Member***
3 days ago
M
New Member***
mushroom_pickerNew Member***
Posted in Switching suppliers and moving home
Moving and switching at the same time

Hi there - I’m helping my Mum move house. She is currently a British Gas dual fuel customer, but we want to set her up with an OVO account in her new place. She moves on Tuesday 7th Jan. Is that possible, or are we best sticking with British Gas for the move and then switching after she has moved? Thank you in advance for your help. 

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Blastoise186
Plan Zero Hero
4 days ago
S
Carbon Cutter****
Steve107Carbon Cutter****
Posted in Switching suppliers and moving home
Charged a whole year supply for old address almost 2 years after I moved out

Hi everyone. I was with SSE at my old address, moved into my partner's March 2022 and we moved to a bigger house together in August 2022.New Tenants moved straight into my old house August 2022, I gave final meter readings over the phone as I've always done when I moved and thought nothing else of it.Then in February 2024 around (18) months after I moved out, OVO said I owed £1800 July 2022- March 2023, I sent them loads of evidence to show I wasn't living there at that time by showing full tenancy agreement at new address, estate agents confirming I was, driving licence at new address, Council tax letter, HMRC and doctors letters at new address, also Octopus confirming I was with them at that time at new address and proving someone else was living their at that time, yet OVO said none of this is proof and continued with debt collection LCS and Solicitor, my question is, is it normal that OVO do not accept any of the above as proof of address?

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Shads_OVO
Retired Moderator
20 days ago
A
Carbon Cutter*
andrewhydeCarbon Cutter*
Posted in Switching suppliers and moving home
Incorrect final bill and OVO won’t respond

I used Ovo while renting a home in Cambridge. I was paying the appropriate amount for the gas and electricity I was using. When moving away from the UK in June, Ovo posted a final bill saying I owed over £8,000 for the gas I used. Immediately working with customer service reps, it was very obvious to the Ovo reps that it was a mistake in their system and that they would fix it. I went through everything I paid Ovo during my time there, and calculated approximate gas and electricity. It’s very apparent that I have paid for my gas and electricity during my time there and the Ovo representatives agree when I spoken to on the phone.  Every time I speak with Ovo customer service, they tell me that someone is looking into my case and they will get back in 3-5 business days. The first time I was told this was back in June when the issue first happened. They will not reach out with ANY answer to the issue. I have called back several times and every time the representative will tell me they wil

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A
Carbon Cutter*
24 days ago
E
New Member***
Elena WilsonNew Member***
Posted in Switching suppliers and moving home
I'm switching away from OVO, why is there a delay for my final bill?

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

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Abby_OVO
Community Manager
28 days ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in Switching suppliers and moving home
Moving into a home that OVO supplies - A GuideTutorial

Updated on 20/06/24 by Shads_OVO Your guide to setting up an account after a home move Just moved home? Welcome to the new pad!   Finding out the current energy supplier So it might not be the first thing on your to-do list when you're packing up and moving into a new place - but before you make a start on the unpacking it’s always best to find out who’s supplying the energy. You might have found out that’s us through the letting agency or previous homeowners. Or you might see a nice ‘Welcome’ letter from OVO waiting for you when you move in. But if you’re not quite sure and want to get a head start on finding out, use this online tool to find out your gas supplier. To find out who supplies your electricity will depend on who is your Distribution Network Operator (DNO). You can locate who your DNO is using this map - And then find out your supplier using the online tool provided by your local DNO below: Western PowerSP Energy NetworksElectricity North WestNorthern Power GridUK Power Ne

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Abby_OVO
Community Manager
1 month ago
E
New Member*
EnergymonkeyNew Member*
Posted in Switching suppliers and moving home
Mismatch on final and opening meter reading - how can I resolve this?

Final reading from old supplier did not match those provided for your first. The electricity is right, but the gas is incorrect. Final bill says I must inform new supplier of the difference. Can you please help?

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Emmanuelle_OVO
Community Manager
1 month ago
L
New Member*
leewilsonNew Member*
Posted in Switching suppliers and moving home
Landlord who's tenant left an unpaid bill- How do I get OVO to accept I'm not liable

I had a tenant who left a rental property without paying the energy bill. As a landlord with a formal contract, one that states the tenant is responsible for all utility bills. Under current law, as a landlord I am not liable for any areas. How do i ensure Ovo accept this legal right?

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T
OVO Staff
1 month ago
E
New Member***
Elaine128New Member***
Posted in Switching suppliers and moving home
Can I switch to OVO and go from Economy 7 to a single rate meter and tariff?

After endless problems with Scottish Power I'm looking to switch and am really interested in OVO (I've been a previous customer and should never have left!). However I currently have a twin rate meter (Economy 7) and would like to move to a single rate. My current meter shows the single rate as well as the two E7 rates. Am I able to join OVO and use the single rate reading or submit the two rates? And if not I understand I would need a meter change. Do OVO charge for this and if so how much? Thank you for your help.

636859
Abby_OVO
Community Manager
1 month ago
G
Carbon Cutter*****
Geoff DicksonCarbon Cutter*****
Posted in Switching suppliers and moving home
How is it possible for my supply to switch erroneously?

I have had the “Sorry you are leaving us” email from OVO today, which turns out to be an “erroneous Transfer” error, I know this is supposedly a Human Error as I never requested it, what I do not understand is, if I want to send you a message, speak to you via phone, or just have a look at my account, I need to submit my full name, account number, password, and email address. Yet someone can transfer me to another supplier by typing in the wrong Meter Point Number. I think you have problems with either your security or protocols. You should at least check with your customer that this is the case before sending “Sorry you are leaving us” emails, I am now told it will take between 12-18 weeks to resolve, I am not happy with this outcome after spending 1.5 hours on the phone and messaging you about the problem.

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Abby_OVO
Community Manager
1 month ago
N
Carbon Cutter*
nick100Carbon Cutter*
Posted in Switching suppliers and moving home
How can I switch from a business / commercial electricity supply to a domestic?

Help! I am on a commercial electricity tariff  (not OVO) and want to change to a domestic tariff (smallholding that is not generating an income). I cannot find anyone to help. Will OVO let me switch to them? Thanks

1147132
A
Carbon Cutter*
2 months ago
E
New Member*
EB23New Member*
Posted in Switching suppliers and moving home
Moved into new property and I owe previous tenants bill, why?

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.

4294689
Nukecad
Plan Zero Hero
2 months ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in Switching suppliers and moving home
Switching to OVO? - Here's what to expect...Tutorial

Updated on 16/09/24 by Shads_OVO A Guide to joining OVO Energy Pick a Plan and start the switch - where it all begins So your energy plan is coming to an end and you’re looking for a new energy supplier. Maybe a switch to OVO is right for you. Decided you’re ready to join us on a journey to Plan Zero?  First place to head is our Quote and Switch site. Here, you can check the prices we offer on our range of plans and get a monthly Direct Debit quote. We’d really recommend finding out your annual usage figures from your current supplier and adding these under Do you know how much energy you use? Exact appearance may vary. Don’t worry if you don’t have the exact figures as we can base your quote on average usage for your size of home. Then it’s just a matter of choosing which plan suits you best. You can see more details about the unit rates and standing charges on each plan by selecting “Tariff Information Label” Exact appearance may vary  We’ll just need some details, then you’re away! 

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Jeffus
Plan Zero Hero
3 months ago
F
New Member**
FluffySheepNew Member**
Posted in Switching suppliers and moving home
Swirching to Ovo monthly DD from prepayment with EDF

Edit: I meant PAYG smart meters, not prepayment I'm due to switch over to Ovo tomorrow from EDF, who we've got PAYG smart meters with. There is still credit on both meters.1. What will happen to that credit when we switch?2. Can we switch from PAYG smart meters easily?From what I've read, this isn't as straight forward as I thought it would be.Any help would be much appreciated!

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Emmanuelle_OVO
Community Manager
3 months ago
C
Carbon Cutter*
CC89Carbon Cutter*
Posted in Switching suppliers and moving home
I'm new to OVO and need help creating an account

I have moved to a home which was supplied by OVO. I received a letter with my account number but when I try to set up My OVO, I get an error that my information is incorrect (I think I know what my birthdate is so not sure what OVO’s problem is).I have tried calling you - 45+ mins waiting time with no luck of speaking to one of your reps;  I tried chat - number 160 in the queue so maybe I’ll be able to speak to someone by 10pm this evening?; I would love to get back to my previous supplier once I sort this nonsense out, their customer service was brilliant. So please someone let me know how I can set up an account, I pay you for my first month and I leave you ASAP and go back to Octopus. 

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Shads_OVO
Retired Moderator
3 months ago
M
Carbon Cutter****
Michelle MCarbon Cutter****
Posted in Switching suppliers and moving home
Cannot get a quote or sign up online

I am trying to sign up to the online fix sept deal but I keep getting bounced back to the first page and have to renter y details. I have rung Ovo who say the deal is only available online after 90 minutes on the phone, the chat bot is useless for this and I have asked they report it to their technical team-still on hold as I write this.Any help from Ovo out there?

11615
M
Carbon Cutter****
3 months ago
M
Carbon Cutter*
MarmadukeCarbon Cutter*
Posted in Switching suppliers and moving home
New customer with a smart meter- Why do I need to submit meter readings?

Hello,I joined OVO at the end of August and sent my meter readings.Since then I have had to send three more even though I have smart meters. They aren't being read by OVO.Is this normal for new customers? If so, how long is it until OVO read them automatically? Thanks.

864
M
Carbon Cutter*
3 months ago
juliamc
Carbon Catcher***
juliamcCarbon Catcher***
Posted in Switching suppliers and moving home
Why am I seeing an error message when I try to set-up an account online?

I need to open a new account for my rental property. I am the landlord and the most recent tenants have left. I get this error message: Oops, there’s a problem…Sorry, we are currently unable to offer you a quote. Please check back soonAny idea why ? Tried yesterday and got the same message. I’m not switching suppliers as the tenant used OVO.

88917
Chris_OVO
Community Moderator
3 months ago
C
New Member*
Ceg1805New Member*
Posted in Switching suppliers and moving home
New to OVO, either my Meter Point Administration Number (MPAN) or my Meter Serial Number (MSN) is wrong on ECOES?

Good afternoon all, I’m after any advice on a very frustrating issue we’re having since moving in to our new home in January. I have spoken with the Ovo helpline 3 times now and keep getting nowhere (helpline directs me to email, email directs me to helpline and on and on on etc!). Our home has an MPAN number which corresponds with the name of the property. I’ve triple checked this with UK power networks. The name of the property is the same as the Royal Mail database, the title deeds to the house and the local council reference.  It appears however that our meter serial number does not match with this MPAN, and is linked to another property name. We have spoken with neighbours, and there appears to be no house in the area by the name linked to our meter S/N, or certainly hasn’t been for 20+ years. The meter is a smart meter fitted in circa 2017, so it cannot be that old!  The MPAN for our house is 100% previously supplied by Ovo - again I’ve triple checked the details with UK PN. So I

344432
Chris_OVO
Community Moderator
3 months ago
A
Carbon Cutter****
AyronCCarbon Cutter****
posted in Switching suppliers and moving home
FIT change of ownership nightmare!

I’ve been trying to do a FIT change of ownership for 6 months now and still pulling my hair out on a daily basis trying to explain to the people in the FIT team! Absolute disgrace! I've complained god knows how many times, sent multiple e-mails and still nothing!! I actually don't know what to do now apart from rip out the solar panels and dump them in OVO's carpark and not even bother with the whole scheme but I desperately need the payments from them to help with bills! I feel completely stuck! The change of ownership process is completely flawed and very difficult to follow. If there is anything wrong with the application they just send a generic e-mail saying something is missing and they don't tell you exactly what's wrong. So you call them endlessly and they tell you it's all ok and to ignore the generic e-mails. Then I call for updates as they never get back to you and they tell me information is missing, so I send them everything again and again and then send complaints asking

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G
Carbon Cutter*
3 months ago
C
New Member**
ColetNew Member**
Posted in Switching suppliers and moving home
Difficulty applying for a switch to OVO - How can I update my supply address listed on the national database?

HelloI am trying to switch to OVO using the online quote facility. The quote defaults to the wrong supply address and there doesn’t seem to be a facility to change this. The incorrect supply address is a flat in the same building as the main house. Any advice on how to get the correct supply address on the quote?Note that this is not a new problem. A previous switch resulted on a gas meter from one address and an electricity meter the other being transferred but I was assured that the central database had been updated to stop this happening again.

809730
Chris_OVO
Community Moderator
3 months ago
Blastoise186
Plan Zero Hero
Blastoise186Plan Zero Hero
Posted in Switching suppliers and moving home
Radio teleswitch (RTS) shutdown sunset FAQF.A.Q.

Updated on 14/06/24 by Shads_OVO Update on RTS shutdown: As part of the RTS Project development, we are really happy to share with you our progress: As you may be aware, the RTS signal that instructs some of our meters when to move to the “Off Peak Period”  will be closing down soon and we need to arrange for all of our RTS customers to have a meter exchange so they don’t lose any of their meter functionality. The RTS signal will end for our customers on 30 June 2025. The period between 1 July - 30 September 2025 will then be used to close-down the RTS signal and allow us to manage any unexpected customers impacted. After a very successful pilot, from the 17th June 2024 we will begin writing to our Economy 10 RTS customers to invite them to call us to arrange for their meter exchange.  We are continuing to work at pace to enable the same solution for the majority of our other RTS customers and our aim is to begin writing to these customers in Aug 2024.  We will continue to update you o

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Blastoise186
Plan Zero Hero
4 months ago
A
Carbon Cutter****
ADicksonCarbon Cutter****
Posted in Switching suppliers and moving home
Erroneous Transfer again and now a Meter Reading Dispute!

Massive deja vu. A year ago there was an Erroneous Transfer on my account - assuming the meters got mixed up due to being in a flat (though don’t know for sure, as it was never explained).  It took months of sorting, back and forth and me finally going to the ombudsman to sort out. Now almost exactly a year later it’s happened again! Whilst waiting for the supply to be returned (or not, who knows what OVO will do this time), I get an email that there is a ‘Meter Reading Dispute’ - well of course there will be, there’s an erroneous transfer taking place. Why does another department in OVO not know what’s going on?How do I stop this from happening?  Is there anything I can proactively do?  Mand 

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A
Carbon Cutter****
4 months ago

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