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

  • 26 February 2018
  • 99 replies
  • 2451 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

Updated 05/06/2020

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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99 replies

Userlevel 5
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Updated 05/06/2020

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 🙂

 

 

Userlevel 7
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@Elixirninja Sounds like something isn't right with your account. I would advise calling OVO and seeing what is happening with your account.

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.

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Hi @ilariaelmi Is this a new account with OVO?

What is the start-date of the contract?

The online account page is gradually made active according to how far you have proceeded through the process.

@Eva_OVO I rang customer service about this issue earlier today who explained that my account was still set to a single rate meter rather than economy 7. This has been altered and I have been told that the portal will stop displaying the error in 24 - 48 hours so hopefully that fixes it, if not I'll post here again with everybody else who hasn't had this issue resolved.

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.

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

Userlevel 7
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See the 'best answer' (at the top) @Yasmin trigg
This is happening to me to. Says I'm waiting for my welcome letter and wont even let me get of that page. I never gave meter readings, did you?!
I emailed them a few days ago. Hopefully one of us gets an answer soon!!
Userlevel 5
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Hi @Tshilton, welcome to the forum!

It can take up to 6 weeks from the supply start date until you have full access to My OVO.
But not TWO YEARS!!

You will need to email OVO (hello@ovoenergy.com) or contact them via social media.
Userlevel 6
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Hey @AngusWebster - I've moved your post over here where you should be able to find the info you need!
Userlevel 7
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Hi @SallyB,

We'd need a bit more information than that to actually solve your problem.

For example did you receive a "Final Bill" from your previous Energy Supplier for both electricity and gas? This should have arrived about 6 weeks after the agreed Switch-date.

Have a look at this thread to see how it's meant to work.

Post again here once you've read that, and also have a look at your online My OVO page to check if that confirms OVO are indeed supplying both fuels. This page works on the same data as the App, but presents it differently.

If one of the Moderators sees this (@Lucy_OVO, @Darran_OVO) can you please move @SallyB's Topic across there please?
Thanks.
Userlevel 7
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Thanks for additional information @SallyB.

Firstly can I point out that I'm a fellow customer, and don't work for OVO. Their Customer Service staff don't monitor this Forum. It's where we try to help each other.

Secondly, it really does sound like your problem is related only to the data which OVO use to send to the App. It could be an actual bug in the App-code, but I'm less certain of that.

Did you know there's a thread here dedicated to the latest App version 6.1.2?

I suggest you check that you have indeed got this latest version. If not, then download it before we go any further.

If the problem persists then I'm sure @Jon_OVO would like to know, so I've tagged him here.
Userlevel 7
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Thanks for the clarification @SallyB,

So this certainly seems to be an App-only issue. Let's give the Product Manager a chance to get his feet under the desk this Monday morning, and then @Jon_OVO can direct him to this Topic Thread.

Moderators: If you read this, please scrub my original request as to where to move this thread. As it's App-related, it should be moved to the thread for App v6.1.2 of course. Sorry.
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!
I have had an account with Ovo energy for a while now, but my account still won’t allow me to access any readings etc. I have just spoken to someone over the phone who has kindly sorted my pricing for the winter months, but would much prefer the account to work properly so I can keep up to date with readings etc. The following photos are all I see when I log in to my account. I have re set my password and tried re logging in numerous times, but nothing is working.
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.
Userlevel 5
We already had a topic on this, @dhwilcox, so I moved your query over here! :)

As you've only just switched to us, your account will be onboarding and going through a validation phase. I'd recommend checking out Bumblebee's best answer for more information about this.

Eva
Userlevel 5
Check out the best answer at the top for more info, @Mr. Peacock.
I switched to OVO over six months back and still unable to use the app as it’s still saying the gas move has been cancelled, when in fact we have been submitting our Gas (and Electric) readings (and paying) since November 2017. How can this be rectified?

Sally
Have read thread and followed it. Switch has all gone through. A problem was noted on the number of the gas meter and was resolved by yourselves. The electricity happened on the date you promised but the gas was delayed by two weeks.This occurred in Nov 2017 and as I have said earlier I have been submitting gas and electric readings via the web page, but not allowed to on the app page (app used is Apple and latest Apple update loaded).

Regards Sally
Lastest version installed on App and also iPad. Must be the data OVO using as same problem on web page but allowed to input readings on web, but app will not allow any input whatsoever

Regards SallyB
My Switch to OVO was completed last week. Everytime I log into the app on my phone, i get the message "Sorry, there was a problem grabbing your account information" The only 2 options are retry or logout........Help!
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.

 

Userlevel 2
Hi @Jillyc @CliveS @Samuelowen88

I've moved your comment to this thread as @Bumblebees top answer should help! ☺

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