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Stuck in "onboarding" time line - how long after switch before full access to online account?

  • 26 February 2018
  • 81 replies
  • 2148 views

My switch to Ovo was done on 9th Feb, opening readings were provided at the time, and I have already received my final bill from my old supplier. Yet my ovo account online is still stuck in the "oboarding" status saying that my supply will begin on 9th Feb.

When do I get access to the complete account online?
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Best answer by Bumblebee 26 February 2018, 16:36

Hello there!

I hope you are well and not too cold where you are!! Brrr!

I think it takes up to 6 weeks for your online account to become active. This is when they're waiting to confirm your opening meter readings.

If it goes over that, try logging in via incognito mode. Do this on Google chrome by pressing Ctrl Shift N Or on a Mac Cmd Shift N.

Failing that, what I would suggest is nipping over to Facebook and messaging OVO on their page or giving customer care a call, on 0330 303 5063, or email (hello@ovoenergy.com) and get thru to someone who can point you in the right direction (Facebook team and customer care are both SUPER fast and friendly!)

I really hope that will help you, please let me know how you get on!

Best wishes - stay warm!

Tristan 🙂
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81 replies

Thank you @Eva_OVO for removing my details I was when posting it very very annoyed, I raised a complaint but apparently there’s no one at OVO who knows how to flick a switch on the website (apparently OVO don’t run their own website)to give me what OVO promised me it is very frustrating  and with every stupid email asking me to post my meter readings or to check my online account my frustration rises at an alarming rate, its one of the reasons I won’t phone because I might fire off a lot of unpleasant words at someone who’s just answering the phones and not to blame.(it takes a huge amount of self-control not to use those words here).

This it appears is not an isolated problem but a fairly common one (other forums as well as this one) someone in senior management needs to take ownership of this as you will lose   customers if you don’t , you are not providing what you promised “access to your online account” at the end of the day I don’t really care who’s fault it is I know its not mine someone needs to sort it.

In the meantime might I suggest that on the “onboarding” pages as they are the only ones I can see that a email address is posted for customers to submit their meter readings thus stopping me from screaming insanely at my computer screen every time I open a new OVO email prompting me to upload my readings.

Anyway rant over see you next week when I get another email asking me to do what I can’t.

regards

Shirley

P.s I don’t intend to be rude to anyone and if I have been then I apologise but this is sending completely around the bend. 

Thanks Eva - hopefully Bulb have now sorted out the mess they made of my final bill (& are refunding over £800 - yes, you read that right!) so things SHOULD move forward now.

Userlevel 5

A read dispute will delay your online account set up, @Vicki Timms, as soon as this is resolved and you’ve received your first statement you’ll be able to login.

@Deadbydaylight I removed the personal information from your post.  Please get in touch with the team so we can see what’s going on with your online account. You can message us on Facebook or Twitter. If you don’t use social media email hello@ovoenergy.com. 

We've been in touch recently to ask for a meter reading, as we’re currently estimating your energy use.
 
 
ovoheaderjul17_01.jpg ovoheaderjul17_02.jpg ovoheaderjul17_03.jpg
Account number  
 
My OVO ID  
MY OVO
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Remember to give a meter reading 
 
Hello Shirley,
 
You've not given us a meter reading recently and we’re currently estimating your energy use.
 
Please give a meter reading in My OVO as soon as you can, to make sure you’re paying the right amount for your energy.
 
Fed up with giving meter readings?
 
Book a free smart meter installation in My OVO and you’ll never need to give meter readings again. You'll also get more accurate statements and handy energy-saving tools - like the ability to see how much energy your appliances use.
 
Can we help you read your meter?
 
If you need extra support with meter readings, our Priority Services Register is here to help. Visit OVO Help for more information on the support available, eligibility and how to sign up.
 
Thanks,
The OVO Team

 Please give me access to my account and I will be more than happy to

Hi thanks for that - I’m in the middle of a rate dispute with BULB - so that could be what’s holding things up.

I was with OVO 2 years ago - wish I’d never left them. I went to them originally because I saw their head man being questioned along with all the other heads of energy companies (by some government committee) and was so impressed with his honesty  - he didn’t ‘fluff’ about, took all the questions head on and gave honest answers - a rare thing these days.  besides, I like their ‘Green’ policy.

My smart meter worked fine - Bulb don;t use them so reading the meter became a real issue, so I’m looking forward to having another one.

 

Vicki

I came across to OVO on 26 November but my opening screen is still stuck on my switch progress - ‘we will start supplying your energy on 26 November.’  I can’t view anything else.

Can anyone help?

If it's anything like my problem, they will be sorting out your bill from your previous supplier, this takes at least 6 weeks it seems, I'm still waiting for my bill, and I'm with ovo but they had to change my smart meter. Just out of interest why did you choose ovo? I've been with them for years, but the smart meter has been a pain in the butt:) broke last May, and although it's fixed the billing isn't, once all sorted I'm off to Octopus, other ovo customers have recommended them on forums. Hope that helps :) 

Thanks  Vicki

 

I came across to OVO on 26 November but my opening screen is still stuck on my switch progress - ‘we will start supplying your energy on 26 November.’  I can’t view anything else.

Can anyone help?

 

Thanks  Vicki

Update: 13 weeks still have no access to my account, raised complaint to OVO apparently its not their fault and they have no idea when they will let me have access to what they promised me when I signed on, on a brighter note that's a quarter of the contract done only 39 weeks until I can find a professional power supply company.

Userlevel 6
Badge +4

Failing that, what I would suggest is nipping over to Facebook and messaging OVO on their page or giving customer care a call, on 0330 303 5063, or email (hello@ovoenergy.com) and get thru to someone who can point you in the right direction (Facebook team and customer care are both SUPER fast and friendly!)

Tristan 🙂

 

Hi @102630819 and @Deadbydaylight,

As @Bumblebee mentioned above, if there’s been no progress on this, please reach out to the team so they can look into your account.

Thanks

Good morning

Oh another email asking me to submit my meter readings online, guess what after 9 WEEKS still struck on “onboarding” so I am unable to.

Would someone at OVO please ask the 14 year old who is running the OVO website to come off COD switch the xbox off and update my account.

Seriously this is ridicules its a 12 month contract surely after over 2 months its not too much to ask to have access to the website and my account as advertised and promised.

 

very frustrated 

 

PS.I shall be back when the next email arrives as I’m sure it will before I get access to my account.

Hi, When I recieve email notification my that my statement is ready to be viewed , all I get is a page telling me my account is pending, but it's all right because your’e already supplying energy to my address.

Userlevel 5

My account has been stuck in onboarding mode since 20 August and shows no sign of changing over to being active. I was told that you guys didn't have my meter number applied to the account, but that was on the 8th of October, some 5 weeks ago.

I’ve tried all the suggested methods here about logging in, Ingocnito, Ovo ID logging in etc, but I’ve no idea what the current position of my onboarding is. I’ve emailed hello twice since the 8th but have had no reply. Can someone please look at my account and work out what needs to be done. No one is taking any interest!

 

Thanks.

 

It’s hard to say what’s going on here, @MajorSqueeze, but this is definitely an extraordinary set of circumstances. If you’ve received your first statement from you, then you should be able to login to your account as normal. I’m sorry the team haven’t got back to you yet if you use Facebook or Twitter send us a message with your name, DoB and account number so we can help with this. 

 

Just had an email from OVO to view my latest statement online by following the link in the email, guess what I can’t as I’m not allowed because I’m still not one of the privileged who are permitted to view their own account, no doubt that won’t stop OVO from taking money out of our account, perhaps I should block it and tell them to wait 6 weeks or longer (going by MajorSqueeze last post).

 

Sort it out my previous 2 suppliers allowed access from day one, you are fast becoming a joke , I will definite not be recommending you to any family or friends.

 

Please don’t send me anymore emails asking me to do anything on your precious website until you let me have full access to it.

 

normally I would end my message with a thank you or regards today I will withdraw that salutation and just say…

 

Bye

It could be that we’ve only been able to generate a statement for one of your supplies, @Deadbydaylight, this isn’t unusual especially if one opening reading has been validated before the other. If it’s been more than 6 weeks since switching to us, get in touch through Facebook or Twitter so we can help with this - or email hello@ovoenergy.com. 

 

It’s a shame to hear you feel the way you do, hopefully we can turn your experience around.

 

Just had an email from OVO to view my latest statement online by following the link in the email, guess what I can’t as I’m not allowed because I’m still not one of the privileged who are permitted to view their own account, no doubt that won’t stop OVO from taking money out of our account, perhaps I should block it and tell them to wait 6 weeks or longer (going by MajorSqueeze last post).

 

Sort it out my previous 2 suppliers allowed access from day one, you are fast becoming a joke , I will definite not be recommending you to any family or friends.

 

Please don’t send me anymore emails asking me to do anything on your precious website until you let me have full access to it.

 

normally I would end my message with a thank you or regards today I will withdraw that salutation and just say…

 

Bye

My account has been stuck in onboarding mode since 20 August and shows no sign of changing over to being active. I was told that you guys didn't have my meter number applied to the account, but that was on the 8th of October, some 5 weeks ago.

I’ve tried all the suggested methods here about logging in, Ingocnito, Ovo ID logging in etc, but I’ve no idea what the current position of my onboarding is. I’ve emailed hello twice since the 8th but have had no reply. Can someone please look at my account and work out what needs to be done. No one is taking any interest!

 

Thanks.

Userlevel 5

Hello there!

I hope you are well and not too cold where you are!! Brrr!

I think it takes up to 6 weeks for your online account to become active. This is when they're waiting to confirm your opening meter readings.

If it goes over that, try logging in via incognito mode. Do this on Google chrome by pressing Ctrl Shift N Or on a Mac Cmd Shift N.

Failing that, what I would suggest is nipping over to Facebook and messaging OVO on their page or giving customer care a call, on 0330 303 5063, or email (hello@ovoenergy.com) and get thru to someone who can point you in the right direction (Facebook team and customer care are both SUPER fast and friendly!)

I really hope that will help you, please let me know how you get on!

Best wishes - stay warm!

Tristan 🙂

 

It’s a shame to hear you’re unhappy,@Deadbydaylight, but this is all completely normal. The best answer has all the information you need about this.

If you need to submit readings, call the automated line 0330 303 5063 or email them to hello@ovoenergy.com. 

So I’ve joined OVO, submitted opening meter readings and OVO has been suppling gas and electric since Oct 25th, I had an email this week requesting more meter readings so I’ve logged in and I cannot submit them or use the contact OVO option because the only page I get is the one informing me that my switch over was the 25th October, its now the 10th November. If OVO can’t be bothered to update my account so I can submit the new readings please don’t ask me for them as I’m not going to be bothered to send them.

 

Not a good start OVO good job its only a 12 month contract  so you have some work to do.

 

Regards

Unhappy new customer

Userlevel 5
Sorry to hear this, @ellesappelle_ , it sounds like there's a technical issue affecting your account - this will need to be raised with the team if it hasn't already.

If you still need to change your Direct Debit account information, please call the team on 0330 303 5063 to do this they're available Monday-Friday 8am-6pm. While you're on the phone you can also check if this has been raised to our Tech team.

We can also email the statements to you, so you're able to view them.
My account’s been stuck on “onboarding” for over a month now!

I’m at my whits end! Money has been taken out of my account but I can’t view my statement. I’ve just been sent another link to my 2nd month statement today and still can’t view it! I need evidence of the bill in order to justify charging my housemates money for their shares.

I also can’t submit meter readings. This is a problem as there are less occupiers in the house currently than normal, so we’ll be using less energy.

I also want to change the account where my direct debit is coming out of, but again can’t due to my account still “switching”.

I have phoned customer services 3 times with the promise that this will be sorted ASAP, but nothing seems to have budged.

I am aware that there is a waiting time of up to 6 weeks, but I am not switching energy companies, merely the account holder’s name to myself from a previous tenant. So why is it taking so long?

I am finding this very frustrating and don’t want to be overcharged due to the shortcomings of OVO.

Help!
Userlevel 6
Badge +4
Hey @James gardner,

I've moved your post onto this topic where users have been discussing this issue. Let me know if you have any more questions!

Thanks,
Nancy
Hi app is just saying track your switch
i transferred on the 28th December
Userlevel 5
Badge
The above thread will offer some insight, @Dima, I would recommend reaching out to our team.

You can send us a message on Facebook, Twitter or email the team on hello@ovoenergy.com, or give them a call. You can reach our Customer Care team 9-5 Monday-Friday on 0330 303 5063.

☺
HI, I've switched to ovo 2 months ago and after I log in i can't use the app or the website. It shows welcome to ovo, you are already with us. And I'm unable to use any features.
Userlevel 5
Badge
Hey @lamina , sorry to hear about the difficulty you've been having.

If you needed to get in touch about something you're not able to do online, or you can't find the answer to on our website, then you wouldn't run the risk of losing the reward, this is that kind of scenario.

You can find more information about the Self Service reward here.

Please email the team 😊
Hi Eva,
Still cannot access my account - I've tried using my OVO ID - still no good.
I left all social media some time ago, so Twitter and Facebook are of no use.

Do I lose my on-line discount if I send an email to ovo?

Just checking :-)

Regards
Richard
Userlevel 5
You should be able to access your account by now, @lamina, is it possible you could be logging into an old account? Have you tried using your OVO ID as your username instead of your email address?

Send us a message on Facebook or Twitter with your name, DoB and account number so we can look into this. Alternatively you could also email the team on hello@ovoenergy.com.

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