Skip to main content
kerr
Rank 3
kerr
Rank 3
September 11, 2025
Solved

Incorrectly moved from Economy 10 to a single rate plan?

  • September 11, 2025
  • 7 replies
  • 259 views

I was on the Economy 10 plan which recently expired. It was perfect for my needs ie. Off peak rates for my storage heaters and water heating. It also worked well with my smart meter. OVO have recently changed me to Simpler Energy Plan that has the same peak and off peak rate of 24.56 pence. I spent about an hour on the telephone today with a call centre, presumably in India but I’m no further forward in finding a plan that offers peak and off peak rates.  The call centre informed me they don’t do Economy 10 plans now or anything similar. Can anyone assist with some advice please ?

I should add I have solar panels and battery storage. Thank you.

 

Best answer by Firedog

Updated on 26/09/25 by Ben_OVO

That doesn’t sound right. I can’t think of a reason why you should have been moved from a two-rate tariff to a single rate one, and equally no reason why the support staff should claim that Economy 10 (E10) is not available. It’s possible that new customers can’t opt for E10, but you’re not new; many THTC refugees are now enjoying E10 plans with their shiny new smart meters.

I wonder whether you might not be eligible for inclusion on the Priority Services Register. Have a look at the eligibility criteria and, if appropriate, apply for it. One big benefit of being on the PSR is having access to specially-trained support staff.

If that option isn’t open to you, then your best way forward might be to enter a formal complaint. This is a good way of getting fresh eyes on the situation, with where necessary the ability to contact internal teams who can find out what’s happened and know how to put it right. The procedure is explained here: How to make a complaint .

If you’ve been incorrectly moved from an Economy 7 or Economy 10 tariff onto a single rate plan then a mistake may have been made somewhere. Our Support Team will be able to help with this, and make sure you’re put back on the right tariff for your meter. You can find out more about complex heating and meter types below 👇

 

 

7 replies

Firedog
Super User
FiredogSuper UserSolved
Super User
September 11, 2025

Updated on 26/09/25 by Ben_OVO

That doesn’t sound right. I can’t think of a reason why you should have been moved from a two-rate tariff to a single rate one, and equally no reason why the support staff should claim that Economy 10 (E10) is not available. It’s possible that new customers can’t opt for E10, but you’re not new; many THTC refugees are now enjoying E10 plans with their shiny new smart meters.

I wonder whether you might not be eligible for inclusion on the Priority Services Register. Have a look at the eligibility criteria and, if appropriate, apply for it. One big benefit of being on the PSR is having access to specially-trained support staff.

If that option isn’t open to you, then your best way forward might be to enter a formal complaint. This is a good way of getting fresh eyes on the situation, with where necessary the ability to contact internal teams who can find out what’s happened and know how to put it right. The procedure is explained here: How to make a complaint .

If you’ve been incorrectly moved from an Economy 7 or Economy 10 tariff onto a single rate plan then a mistake may have been made somewhere. Our Support Team will be able to help with this, and make sure you’re put back on the right tariff for your meter. You can find out more about complex heating and meter types below 👇

 

 

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
    kerr
    Rank 3
    kerrAuthor
    Rank 3
    September 11, 2025

    I think my Economy 10 contract came to an end and they put me on a default plan. I didn’t receive notification that it was ending.

    Kerr
    Firedog
    Super User
    FiredogSuper User
    Super User
    September 11, 2025

    I think my Economy 10 contract came to an end and they put me on a default plan. 
      

    Your E10 plan started in April when your old THTC meters were exchanged for your smart meter. Even if it was a fixed-term plan, it would still have seven months to run. There’s a big misunderstanding somewhere, which might take a competent resolution specialist to unravel. Please consider entering a complaint.

    Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
    kerr
    Rank 3
    kerrAuthor
    Rank 3
    September 12, 2025

    I have been on the chat facility for an hour now and they assure me I can no longer have an Economy 10 plan. I have raised a complaint but don’t know how long that will take to resolve. They are telling me I can go onto one of two new plans as I’m out of contract. They are basically economy 7 plans with off peak from midnight to 7am, one no exit charge and one a 12 month contract. Are there any suppliers that offer an off peak top up during the day, similar to my Economy 10 plans with off or are they all 12 to 07.00 type plans ?

    I really didn’t want to change suppliers but might have to

    Kerr
    Firedog
    Super User
    FiredogSuper User
    Super User
    September 12, 2025

    I’m really surprised to hear of your tribulations. I’ve asked behind the scenes if we can find out what’s going on; there are thousands of customers in your part of the world whose THTC systems have been replaced by smart-metered Economy 10 arrangements, so there may be widespread consequences to deal with. I’ll be back as soon as I learn anything.  

    Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
    kerr
    Rank 3
    kerrAuthor
    Rank 3
    September 12, 2025

    Thank you so much for your help, if I can’t get this sorted quickly I may be better changing to Octopuses Snog or Cosy plans, although I’ve been with my current supplier since 1990 ! The 10 hours off peak off peak plan I had from April was great and perfect for my needs. It gave me a cheap top up time in the afternoon for heating and hot water. My new single rate is no use to me. I put one storage heater on last night and quickly switched it off this morning when I saw the cost ! I really was very happy with my new smart meter and off peak set up prior to ovo changing it. I’ve even had a battery installed two weeks ago to compliment my solar panels. All was well until I realised I’d been put onto a new Simpler Energy plan. It’s causing both myself and I some anxiety I can assure you. Thanks again for all your help.

    Kerr
    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    September 12, 2025

    Hey ​@kerr,

     

    ​@Firedog has flagged this up to the moderating team, and I reached out internally to ask if this could be picked up and investigated and. I’ve been told that the team have already reached out to you this afternoon and resolved the issues you’ve been having. 
     
    You can always tell us the outcome, as it might help others in a similar position. Please let us know if you need anything else! 

    Renewable energy jokes never get old.
    Terms & ConditionsAccessibility statement

    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd