How to update your contact details on the OVO app

My gas and electricity account has recently switched from SSE to OVO and for some reason my old account from a old address is attached to my account.  

To break it down I used to own a property in Pembrokeshire that had OVO and I couldn't bring it with me when I moved to another county. So I switched from OVO to SSE now OVO has purchased SSE and my old address that I obviously no longer live at is attached to my "so called" new account. 

Any information or advice would be greatly appreciated. 

Hey @Screwgalbinder 

Welcome to the Forum, sorry to hear of the mix up with the account details.

We don’t have account access here, are you able to see on your OVO online account if the supply address is wrong or if it’s just for the correspondence address?

Our Support Team will be able to help get the details updated correctly for you.

Our Support team’s web messaging and WhatsApp opening hours will be:

• 8am - 6pm Monday to Friday 

• 9am - 2pm on Saturdays

You can see all open contact channels via our Help Centre

Hi,

My personal information is correct but my address is wrong. I've spoken to OVO customer service and they said they are having technical issues and the account I have is an old account that was closed in 2022, and my new account has been transferred over from SSE and has been live since the 25th of April 2023. Its just not available for me to view which is quite worrying and frustrating. I came away with no real solution just told to ring back in a few days. 

Hey @Screwgalbinder 

Sorry about the experience you’ve had with this, keep us updated when you’ve been in contact with support again, there may be more advice that we can give after you’ve spoken with them again. 

Hi, just like to add to this thread after many phone calls and trying to set up my account I'm absolutely blown away by how much of a terrible experience I've had with OVO. After being spoken to rudely and clearly lied to about estimated readings when i have given manual readings for the last 7 years as i do not want a smart meter and i requested paper billing sent to my home. I was then put on hold and cut off. And on the basis of this I have decided to switch to another supplier. And after reading all the comments on Google I'm glad I did. 

@Screwgalbinder Have you been able to get paper billing with your new supplier? There may be a few customers who would be interested in that, and ask about it on this forum.

I left my phone at work, was hoping to be able to provide my landline number for them to contact me on but i can't......any suggestions please, sorry i know it;'s late

Hi @scoles271172 , you can edit your phone number on the account profile page https://account.ovoenergy.com/profile

Great thanks.....all sorted now 😀

Make sure to change the number back to the one you want OVO to contact you on when you get your mobile phone back - that’s also the number which OVO’s phone system will recognise as being on your account when you call in. :)

@Blastoise186 @scoles271172 I just checked and actually changes in the online account contact number pull through onto our systems daily, so you won’t need to change it back in order for us to know it’s you calling. 

If they wanted the previous number to be the main one (the customer left the mobile at work), they will, unless thay can log both.

Just one number can be inputted into the online account. So just keep that updated with whatever number you want to call from. 

You can add more than one number onto your internal account when in contact with the Support team.