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B
Rank 1
BillM
Rank 1
March 10, 2017
Solved

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

  • March 10, 2017
  • 77 replies
  • 30819 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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Abby_OVO
Community Manager
Abby_OVO
Community Manager
March 15, 2024

Hi @Shelagh2401 Sorry you’d not had a reply here yet.

 

@petebl 

 

I’m sorry to hear you’re both having trouble with FIT payments, these aren’t the experiences we like to hear and I’d like to try and help both of you get this sorted as soon as possible.

 

I’ve asked the Forum_Support to reach out to both of you so they can take a look into this and get this moving for you. Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview. 

Currently Playing: She's Electric
Abby_OVO
Community Manager
Abby_OVO
Community Manager
March 15, 2024

Hi @petebl 

 

Thanks for the feedback on this.

 

I gave this a test myself from a number not registered to an OVO account, calling the 0330 303 5063 number, selected option ‘1’ as being an OVO member like you would do at the first instruction, it then asks for an account number. You may not have your energy with OVO so if you don’t have an account number, you can wait for a few moments while the IVR asks for an account number a few times. It then provided me with a full list of options to select from including ‘4’ for the FIT team.

 

I was also presented with the same list when I selected option ‘2’ (I’m not a current OVO customer), and it did not ask for an account number then. I was then presented with option ‘4’ through the list for the FIT team.

 

This was done from a phone number that isn’t linked to an OVO account and is possible to hear option ‘4’ for FIT team.

 

If you give it another go sometime soon, let me know how you get on and what options you are presented with instead.

Currently Playing: She's Electric
    S
    Rank 2
    StillWaiting
    Rank 2
    March 18, 2024

    Well, I have called three times so far…

    1st time: We will call you back - I’m still waiting for this call back!

    2nd time, 7 days later: gave me a complaint number, but no other info.

    3rd time, a further 7 days later: your payment, well the first part, has been dispatched.

     

    and…still no payment 4 working days later.

    So that means I am at 104 days and still waiting. This is for electricity I supplied to them since September to December.

    I wonder what they would do I people delayed paying their electricity bills for this amount of time?

    And still no payment, 108 days now and counting!

    S
    Newcomer
    Shelagh2401
    Newcomer
    March 18, 2024

     replied to the private message on Friday and haven’t heard anything since.

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    March 19, 2024

    I’m really sorry to hear this @StillWaiting, I’ll ask Forum_Support to reach out, please keep an eye on your private messages. 

    Renewable Energy? Big Fan.
    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    March 19, 2024

    Hey @Shelagh2401,

     

    Thank you for your patience, 

     

    Someone will look into this and reach out to you within the next few days, due to the nature of the Forum being primarily for peer to peer advice we have a very small Forum team so responses aren’t immediate.

     

    If you need any immediate help with your account it’s best to reach out to the customer support team. 

    Renewable Energy? Big Fan.
    S
    Newcomer
    Shelagh2401
    Newcomer
    March 19, 2024

    If you read my original post you’ll see I have…..a few times.

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    March 20, 2024

    Please check your private messages @Shelagh2401, the Forum_Support team have been looking into this for you. 

    Renewable Energy? Big Fan.
    S
    Newcomer
    Shelagh2401
    Newcomer
    March 20, 2024

    I called customer services again yesterday. They said Mohammed had tried to call me 3 days running. He hasn't. He called me once and left a voicemail saying he'd try again and if he didn't get me he'd email. He hasn't done either. I'm not sure why he was calling me because I just want my statement and overdue payment. Customer services said as there is now a complaint opened they can't help do I asked if I could speak to someone on the complaints team. Oh no you can't get put through to them was the response. Why not?

    S
    Newcomer
    Shelagh2401
    Newcomer
    March 20, 2024

    I feel your pain. Still waiting for my December 2023 payment. Email not answered.

    Have you got your payment yet?

    Show more replies
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