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    How to share ideas for improving our online services

    Updated on 24/03/26 by Ben_OVO Your guide to using the ‘Ideas’ area of the OVO Forum We want to build fantastic products and tools with our customers,...

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    128 Ideas

    Blastoise186
    Super User
    Blastoise186Super User

    Turn off the notification sounds on OVO Chat for "Agent is typing" indicators, bot responses and automated messagesOpen for votes

    Just a small one, but something that can be a little annoying! I can’t believe I didn’t spot this sooner! :PBut I noticed that the audio alerts on OVO Chat seem to fire for literally everything where some kind of message is posted from OVO’s side and the tab with the chat isn’t in focus, even when it’s just a bot message, automated message or typing indicator. It also causes some JavaScript to fire to change the tab title via HTML Tags, which again gets rather annoying if there’s no actual human response to come back to.This also gets quite annoying to keep hearing “Ding!”, “Ding!”, “Ding!” every five seconds when agents start and stop typing responses and contributes to alert fatigue for me.I get loads of notifications from other things already, so it would be helpful for the OVO Chat system to be a bit less… Noisy...

    6
    Blastoise186
    Super User
    Forum|Forum|3 years ago
    T
    Rank 5
    TechnophobeRank 5

    A chart with the different rates that people will pay from October 1st. Differentiated by Direct Debit and On Demand.Can't be done yet

    Hello,It's OVO for Dummies requirement again here.M.E. and brain fog literally "doing my head in" just now.Would it not make sense to have a chart or table with the differing rates and charges, based on how one pays, after October 1st?I couldn't make head nor tail of what was provided in the Chat before as it was just one long paragraph with, I think, one energy source omitted.Is something simple and easy to understand a good idea, especially for those challenged by information-processing according to how it's presented?Thanks!

    7
    Emmanuelle_OVO
    Forum|Forum|3 years ago
    TonyC
    Rank 4
    TonyCRank 4

    Make Weekly Energy Use Categories more specific and include additional categories like 'IT equipment'Open for votes

    I have just been looking at the Energy Insights, Energy Use topic on the web site. I find it rather simplistic and obviously wrong.For example, there is no category for I T or network equipment. For example I have a desktop computer with two large monitors and a laser printer. I estimate that it uses 250 to 300 watts per hour, but does not appear to be included anywhere. I used to leave it on for about 16 hours a day but now I let it go on standby after 1 hour. I also have a laptop which is on from when I wake to when I go to bed.I have recently installed two heat pump air conditioning systems, again no allowance for these.I also have an 8 camera, recording CCTV system.   I guess this uses power 24 x 7.So, since all the above are not included, all the other categories must be wrongly estimated.I realise its only a guide, but its misleading and needs more sophistication and why no mention of Economy 7 - is that even worth having these days. 

    6
    Tim_OVO
    Forum|Forum|3 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    Don't make the Moving In help pages spin members round in circles!Open for votes

    Right now, the Quote & Switch tool is temporarily offline, but it’s causing a redirect loop for new members who move into a new home that OVO already supplies.https://switch.ovoenergy.com/ tells people to visit https://www.ovoenergy.com/moving-home but https://www.ovoenergy.com/moving-home tells people to visit https://switch.ovoenergy.com/ which makes them spin around in an infinite loop of circles.This isn’t ideal at all and is causing quite a few headaches. Anyone got a way to break the cycle? :D

    7
    Tim_OVO
    Forum|Forum|3 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    Add official support for Relay UK and SignVideo to the Contact Us pageOpen for votes

    Based on a recent thread, I think it would definitely be great to see OVO to officially support Relay UK and SignVideo services, such as by listing them at https://help.ovoenergy.com as an official contact option.SignVideo should be as simple as posting the link to start an instant call, while Relay UK would be as easy as saying speech or hearing impaired members can call 18001 0330 303 5063. Or you could potentially add a special number that’s dedicated to Relay UK users which can skip some of the automated IVR stuff and go directly to the queue.Another forum member tried out the Relay UK option the other day and it worked brilliantly for them, so that’s evidence that OVO can definitely make it work too. :)

    5
    Tim_OVO
    Forum|Forum|3 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    QR Code Login between the OVO Energy app and MyOVOCan't be done yet

    One of my favourite up and coming fancy new login methods is QR Code Login, where I use the mobile app for something (like Discord) to magically log into the desktop app or web version. It’s a really cool passwordless login option that’s pretty convenient while still being secure as long as it’s properly designed.I’d love to see if OVO could make this possible too, as it would be epic when combined with other stuff like SSO in the future! Just imagine being able to log into this very forum, simply by using the OVO Energy app on my phone! :D

    4
    Tim_OVO
    Forum|Forum|3 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    Provide queue status updates when queueing for Live ChatCan't be done yet

    I’ve been meaning to submit this idea for two years now!But it would really help - especially in the current times - to be able to get queue position updates on the live chat. Not only so you know you’re still connected, but also to get a rough idea of how long it’ll be until you’re through to an agent.Would be handy to have on all the time too!

    7
    Tim_OVO
    Forum|Forum|3 years ago
    juliamc
    Rank 20
    juliamcRank 20

    Busy times graph for phone lines and online chatCan't be done yet

    Probably a lot of work to set up but as the phones and online chat seems to be ridiculously hammered at the moment wouldn’t it be nice to display a graph like this:Ikea Croydon  

    5
    Tim_OVO
    Forum|Forum|3 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    Align the Priority Services Register sign-up questionnaire between the OVO App and OVO HelpOpen for votes

    I was just updating my Priority Services Register settings this morning when I noticed that the OVO Energy app on Oshawatt seems to tell me different things to the online sign-up form at https://www.ovoenergy.com/register-for-priority-services .They don’t seem to ask the same questions, have the same options or same outcomes despite me using the same inputs as far as I reasonably could.I think it would be helpful if both sides asked the same things so that it’s more consistent. The app seems to be more fleshed out in terms of identifying the options available, but is missing options for things like Autism, while the online form has options for things like Autism but completely skips half the support options shown in the app.Could they both be synchronised by any chance? :)

    3
    Tim_OVO
    Forum|Forum|3 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    Add a Self-Service appeal to MyOVO for accounts that accidentally get charged exit feesOpen for votes

    We’ve been seeing a lot of cases where members got charged accidental exit fees recently, which seems to be jamming up the Support Team when it really shouldn’t be.This feels like a prime opportunity to speed up the process from within MyOVO, by having a Self-Service tool that you can use to request an appeal (potentially with one click) in cases where you don’t think you should have been charged an exit fee. Using the tool could either be hooked up to some kind of automation, or raise a case to the Support TeamI can think of some other potential use cases as well, but I’d rather come up with them as and when I can think of them.

    6
    Tim_OVO
    Forum|Forum|3 years ago
    S
    Rank 1
    StainlessRank 1

    Using solar from one address at anotherCan't be done yet

    I have a 15KW solar system on the roof of my works unit.  I live on the other side of the city.  I would like to forgo my feed in tariff and not pay for the electricity I use at home as I am feeding in energy from my works unit.  The unit is closed from 4pm and all weekends.  So there is a vast amount of power simply being fed back into the grid!  As I’m connected to the grid from home, then really it the same as having an extension lead to my unit!!

    3
    S
    Rank 1
    Forum|Forum|3 years ago
    J
    Rank 1
    jfsuriRank 1

    How can we show our support for OVO's 10 point plan to address the national energy crisis?Open for votes

    How can we as customers add our support/voice to the OVO’s 10 point plan as shared with the government. How do we register support if we support it?

    2
    Tim_OVO
    Forum|Forum|3 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    2FA Support within MyOVOOpen for votes

    I’m a big fan of 2FA as a cybersecurity person, as it really helps to secure my accounts and reduce the risk of account takeovers. I’d love to be able to secure MyOVO with my Authy app if possible, whether it be via vanilla TOTP that works with other TOTP apps, Authy’s own TOTP or Authy Push 2FA.Of course, it should be optional and not forced on everyone, but it’d definitely be nice to have!

    2
    Tim_OVO
    Forum|Forum|3 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    Deep Links in the OVO Energy mobile appsOpen for votes

    Howdy! I was going through some of my really old threads recently and came across a few hidden gems that I had as ideas back in the day. I’ve decided to clean up a few of them and re-submit a slightly better version as an “official” Idea now that the OVO Forum supports it!Here’s another of my old gems. but there’s one in particular I really want to track down!These days, quite a lot of Android and iOS apps are starting to add App Shortcuts and Deep Links that you can access by long-pressing the app icon from your home screen. They can be pretty useful to quickly jump straight into certain core features with fewer steps.I’ve been thinking recently, and there’s a few that I’d like to suggest to be created, such as:Meter Readings - Because this is something the app is VERY handy for! Usage - To get to my usage history in one step Billing History - mainly for the current period Payments - to get to the overview Help - just in caseI think you can set more up, but five is probably the most reasonable balance. Ideally these shortcuts would be for things that are most frequently used (mainly the most common tasks), but others can be used as well.It’s a simple idea that can save a lot of time when used wisely. :)

    2
    Tim_OVO
    Forum|Forum|3 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    Integrate the inSided Embeddable Widget into OVO HelpOpen for votes

    Kinda like with Except into OVO’s help system. This is a separate Idea because a separate team handles OVO Help, so it makes sense to track it separately. :)

    1
    Tim_OVO
    Forum|Forum|3 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    Integrate OVO Live Chat directly into the OVO Energy appsOpen for votes

    Howdy! I was going through some of my really old threads recently and came across a few hidden gems that I had as ideas back in the day. I’ve decided to clean up a few of them and re-submit a slightly better version as an “official” Idea now that the OVO Forum supports it!Here’s the first one. :)One of the things I’ve noticed is that the Live Chat as it’s currently implemented doesn’t work all that great within the OVO Energy app, because it’s basically pulling in the one from the OVO website directly. It works, but it could be improved - especially now that Live Chat supports file transfers.One of the ways that I think might help, would be if the Live Chat client was directly and natively integrated within the app, rather than pulled in via a WebView. Not only does this offer a slightly cleaner and more reliable experience, but it could also allow some extra magic tricks to be deployed, such as getting notifications when an agent responds and anti-disconnect protection to help recover from poor mobile network signals.It would also help with things like supporting systemwide Light/Dark Themes should OVO decide to support them later on, and better compatibility with Android TalkBack if needed for accessibility purposes.Given that most of the number crunching for the OVO Chat tool happens server side anyway, and the client that’s rendered on client-side is mainly just a message box with a chat log which hooks into the API, it shouldn’t be too tricky. :)

    2
    Tim_OVO
    Forum|Forum|3 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    Integrate the inSided Embeddable Widget into MyOVOOpen for votes

    I’m a HUGE fan of the OVO Forum as many people will notice, so I’d love to have the forum at my fingertips in even more places. The inSided Embeddable Widget can be really useful for getting some quick answers without leaving where you currently are, so I’d love to see it in action on OVO’s platform - especially MyOVO! :)

    2
    Tim_OVO
    Forum|Forum|3 years ago
    D
    Rank 1
    Daftem15Rank 1

    OVO offer for the radiator thermostats similar to the Tado thermostatCan't be done yet

    I received my tado thermostat which is great. I was wondering if Ovo were/would consider a similar deal for the radiator thermostats as I think this would make the system even more effective. Any thought?

    3
    D
    Rank 1
    Forum|Forum|3 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    Dark Theme Everywhere else!!!Open for votes

    I’ve already got a post up for giving the OVO Forum a Dark Theme option, but this one’s about giving everything else a Dark Theme too - especially one that can sync to my device. :)Primarily, MyOVO, OVO Help and the OVO Energy app would be ideal for this one. Not only can it save battery on my devices (especially with the right kind of “Dark”) but it can also reduce eye strain at night.Succumb to the power of the Dark Side! XD

    2
    Tim_OVO
    Forum|Forum|3 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    Promote the Priority Services Register more actively via online accountOpen for votes

    The Priority Services Register is an amazingly brilliant system, but it could do with some quality of life improvements to make it more accessible and easier to find.One of those would be to promote it better within MyOVO, as right now if you only look there and at nothing else, you might never even know the PSR exists. If there’s somewhere suitable that the PSR can be advertised or promoted within MyOVO, I think it would be helpful to have it there.And perhaps also the ability to register for PSR directly from within MyOVO as well. THAT would be really nice to have! The app can already do it, so why not MyOVO? :)Pretty please? :D

    2
    Tim_OVO
    Forum|Forum|3 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    Don't make the OVO Bot on Live Chat suggest to call instead at weekendsOpen for votes

    Just a quick one.Based on a related thread:It seems the logic on the live chat needs tweaking to avoid the bot redirecting people to phone in on a Saturday when the phones are closed.Would it be possible to modify the logic so it never tries to do this when the lines are closed? Or at very least, don’t do the redirect on a Saturday!

    2
    Tim_OVO
    Forum|Forum|3 years ago
    Jeffus
    Rank 20
    JeffusRank 20

    Self service option to cancel a fixed price tariff within 14 daysOpen for votes

    I am all for freeing up the time for the Support Team to deal with more urgent and difficult issues. It would be really good if there was a self service way of cancelling a fixed tariff via the app and website so customers don't have to bother the Support Team via phone etc. Particularly important as OVO are probably in for a very busy 12 months supporting customers. 

    6
    Jeffus
    Rank 20
    Forum|Forum|3 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    Train the OVO Chat Bot on more topics :)Completed

    It would be great to be able to use the OVO Chat Bot a bit more effectively, but right now it gets seriously confused by a lot of simple terms like Economy 7 (brings up about understanding energy bills) or IHDs (goes straight to smart meters instead).The bot definitely has potential, but could someone teach it a few more tricks by any chance? In particular, making it more capable of understanding what I’m asking about would be ideal!

    2
    Tim_OVO
    Forum|Forum|3 years ago
    Jequinlan
    Rank 10
    JequinlanRank 10

    Change the Idea creation button labelCompleted

    Change the button when creating an idea from Ask our community to Save Idea or Create Idea

    8
    Tim_OVO
    Forum|Forum|3 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    Dark Theme Support for the OVO Forum!Open for votes

    Please! It's great for battery life on mobile devices. :)

    1
    Tim_OVO
    Forum|Forum|3 years ago

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