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BillM
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March 10, 2017
Solved

How can I contact the OVO Feed-in tariff (FIT) team?

  • March 10, 2017
  • 77 replies
  • 30813 views
I have an outstanding problem concerning FIT payments for several periods whilst my smart meter was faulty and subsequently replaced. Despite sending numerous emails and trying to make contact by phone, I am getting no answers or response. Is there a problem at OVO
Best answer by Tim_OVO

Updated on 21/04/26 by Abby_OVO

 

Hi everyone and thanks to each and every customer that’s shared their experience on this thread. 

 

There’s a few different things being described here but I’ll try and offer as much help as I can. 

 

I’ve seen some customers here call out a delay in their payment. I’ve been advised that there’s a few different reasons why this might happen, such as missing a requested meter photo. I know some people have called out sending in photos and not getting a reply. I’m passing on this as feedback and I know the team are working flat out to get to everyone as soon as possible. 

 

If you’re only with us for your feed in tariff (FiT) or smart export guarantee (SEG) account, you won’t have access to the OVO online account portal. You can get in touch with the right team via their contact email of either; fits@ovoenergy.com or seg@ovoenergy.com.

 

Alternatively, you can speak to our team by calling 0330 102 7421.

 

 Can’t log in? Use this link to activate your account:

https://account-activation.ovoenergy.com/confirm-email?

 

I’m sorry that you’ve had difficulty getting through to us. We’re working as hard as we can to get to everyone and we thank you for your patience. 

 

Tim

77 replies

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E
Newcomer
EMMeadows
Newcomer
August 18, 2023

Emmanuelle your response is a typical response for OVO showing you have no understanding of the situation. Procedures followed, complaints made. Energy Ombudsman involvement already finding in my favour with compensation.  Why waste time responding generically as though you know what you are remotely talking about.

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    August 18, 2023

    @EMMeadows given that this is a public forum where no one has access to your specific details and most posters are simply trying to help, I’m not sure why you’re responding as you have - it seems pointless 

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      E
      Newcomer
      EMMeadows
      Newcomer
      August 18, 2023

      There is access. I have posted ongoing issues. 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      August 18, 2023

      There is access. I have posted ongoing issues. 

      @BPLightlog speaks the truth. Even the Forum Volunteers here do NOT get access to internal systems. Even I don’t have access and I’m the longest running active forum volunteer on this forum.

      In actual fact, it’s an agreement we all made with the forum moderators and with OVO a long time ago. To help protect OVO from the nightmares of giving random people access to internal systems and protect us forum volunteers from liability headaches, we don’t have access to any internal systems. The closest we get is a special set of hidden forum groups where we can chat between ourselves and the moderators whenever we want (which is pretty standard stuff) and also the ability to do calls with OVO’s experts every month about particular themes. That’s it.

      If you need to speak to someone who does have access to internal systems, this forum is not the place to come to. You need to talk to OVO directly via https://ovoenergy.com/help or 0330 303 5063.

      I’m sorry this isn’t the answer you want to hear. But we will always signpost folks to the Support Team if we feel that the resolution requires internal systems access of any kind.

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        S
        Rank 2
        StillWaiting
        Rank 2
        September 4, 2023

        I too have been claiming FITs since 2011, and take daily readings so I gave my reading to SSE on the 1st April so that they would not have to estimate my generation.

        OVO were out by 1p for me so not too bad. But I have still not received my FIT payment for March, April May yet.

        I asked the FIT team what would happen if someone decided to pay their OVO electricity bill with the same laissez-faire attitude, would they be happy with that and got a stony silence.

         

        I know Blastoise186 says that OVO make no money on this scheme so either OVO are so desperate for money they are sitting on the FIT money in their bank as long as they can, or they are totally incompetent! 😁

         

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        September 4, 2023

        Orrr... There’s reason 3 (which is the real one). The team that deals with this has been massively swamped by dealing with thousands of FiT/SEG accounts migrated from SSE.

        Not everything is about money in this world.

        Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
          S
          Rank 2
          StillWaiting
          Rank 2
          September 4, 2023

          Important point - I am not blaming the staff in the FIT team that do the work.

           

          Well, if you take on “thousands” of FIT/SEG accounts and don’t plan and prepare for it properly, that make you incompetent…

          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          September 4, 2023

          It was planned for and I’m told the team has exploded in size to keep up along with making changes to help improve the service.

          Not everything is incompetence - things happen and the whole system is a lot more complicated than just “Take reading, submit reading, get paid”.

          Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
          S
          Rank 2
          StillWaiting
          Rank 2
          September 4, 2023

          …the whole system is a lot more complicated than just “Take reading, submit reading, get paid”.

          - Well until OVO took over it was that easy for me.

           

          I agree not everything is incompetence, mistakes genuinely happen - but (and this is crucial) how you deal with the error is critical.

           

          Did they contact the customers about the potential transfer - NOPE

          Did they explain to customers that this transfer might affect the FIT payments? - NOPE

          Did they explain what they were going to do to mitigate the possible delays? - NOPE

          Did they explain to me what was going on when I contacted them? - NOPE

          Did they explain to me when I might get my payment? - NOPE

           

          You don’t have to worry though I will be leaving OVO as soon as I can!

          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          September 4, 2023

          Actually, OVO did notify customers in various ways - not least on both the SSE and OVO websites. Surely you must have noticed?

          Arguably… You’ve also had six years advance warning that this was going to happen. SSE first announced their intention to quit the market and sell to npower back in 2017.

          As for the other stuff… This forum has been open for over five years now if memory serves. Plenty of time to have stopped by and asked questions…

          And you only choose now…?

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