All about your OVO account. You’ll find questions and answers about your energy use, charges, payments, refunds – the usual energy supplier stuff, in one place
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We’ve seen an increase in customers letting us know they’ve been called by 011733 26934. So we thought we would confirm here that this is a number used by our Collections Team. They’re available on that phone number from Monday to Friday 9am-5pm. The team’s there if you need some support paying your energy bills. They can help find a solution that works for you, this includes setting up a payment plan, and spreading the cost of your energy to make it more manageable. Our dedicated team can also give advice on energy debt and talk you through more support that’s available. They can also show you where to find free, independent advice. Unfortunately we can’t control what third party websites say about our number, and you should always be careful when giving bank details over the phone. If you’re ever unsure about who you’re talking to, it’s best to hang up and call us directly on 011733 26934 – then you can be sure you’re talking to our team. If you have a bill you need to pay, you can
Can anyone help answer why my bills keep changing and why I have a huge balance adjustment on my account suddenly? I’ve been paying £75 direct debit for my two bed flat but received an email recently telling me it was going up to £452 a month. Shocked, I logged into my account to find all my bills from February were £300+ even though I could swear it was only recently I was in credit. I’ve checked back on my emails and as recently as May I was £95.62 in credit. I logged on to check my bills again today and now they’ve all changed again, dropping to around £150 a month but I’m still in a similar amount of debt because there’s a new Balance Adjustment for £975.58. There’s no details about what this balance adjustment is or a breakdown at all and no explanation for why all my bills are now different again. I phoned the support team who said it’s something to do with SSE but they couldn’t give a breakdown either and simply offered to reduce my direct debit by 15% which is still extort
Updated on 26/06/23 by Abby_OVOHow do you calculate my Direct Debit when I first join?When you apply to switch to us, we’ll use your annual usage figures, as well as the unit rates and standing charges on your new plan to calculate how much your energy will cost over the year. We’ll divide this into 12 - which gives us the recommended monthly Direct Debit amount. You should be able to find out this annual usage figure from your current supplier. If you don’t know this figure, we can also base this calculation on average usage in your size of home. For a visual guide to this Direct Debit calculation check out the video below. What’s a Direct Debit Review? As the amount or price of energy you use may change, we’ll regularly check that the payment amount is enough to cover your energy costs. This review process aims to leave you with a zero balance at the end of your plan, or on your 12 month anniversary if you’re on our variable plan. There’s a breakdown of how we work this out on yo
Just been looking at all the problems people report experiencing when dealing with grief of parent who was named as account holder dying. Why is it apparently so difficult and complicated to just change account holder name? Question/situation:My mother is named account holder (so as to qualify for winter fuel payment etc as was only in receipt of basic pension), HOWEVER I have ALWAYS paid bills by DDM from my bank account, email for account management is mine, contact phone number is mine. Current fixed rate plans run until March 2022. Mother dies and all I want is for account holder name to be changed to mine, NOTHING ELSE CHANGES - can this simple name change be done? YES or NO If NO then as as long as DWP are told of death so stop pension and age related payments seems to me simplest thing is do nothing (at least until plan comes up for renewal in Mar 22) and let account continue to run as it always has, because the last thing I need now is weeks/months of problems trying to get
I’ve just read my first OVO bill (after migration from SSE). Knowing my billing date, I gave readings on that date. My bill says:5th September… you gave 12345Closing read as of 5th September...Estimated 12360They’ve added a few units to my true reading and billed me on that. Why?While I’m here, I can’t seem to find an email address for OVO other than firstname.lastname@example.org which I suspect won’t be used for general enquiries. Do they have other usable email addresses? Do they have an online chat facility?Thank you.
In the month of March, we got an alert from our bank that over two hundred pounds was to be paid from our account for our energy consumption. We quickly stopped the payment as it had not left the account. We had a fixed charge agreement with OVO Energy of £99 per month and that was what we had paid each month since we moved into our house. Since March tried several times to call OVO Energy but could not reach them as my calls were placed on hold each time for hours until I hung up.A few days ago we got a letter from OVO Energy that we had a debt of £2,239.60. That is far higher than our actual debt. For the first time, I took pictures of our bills for all the months we have lived here from December to May on the smart meter. The total is £1,029.44. Considering that we had paid the fixed charge of £99 in January and February amounting to £198, our actual debt is £839. I have sent a mail to OVO Energy attaching the pictures of the monthly bills.What do we do now?
I received my quarterly fit statement on the 17/8/23it showed a payment of £271 and then an amendment of -£261 leaving me a balance of £10 to be paid into my account. Has anyone else had this and do they know what it’s for?. I sent the fits team an email asking about it on the 18/8/23 but have yet to get a reply.
Hi,First let me say that I understand this is a community forum not customer services.In the hope that someone from customer services actually reads this, I have a number of queries.I received a letter asking me to submit a meter reading so you can present me with an accurate bill. I’m a pay-as-you-go customer, so why would I be getting a bill? I tried to create an account online at https://account-activation.ovoenergy.com/details_form however I get an error: “Oops, there’s a problem… Something went wrong, please try again later. If that still doesn't work, give us a call”. You don’t actually list a customer support number on your website. Why is this? I had to google for your number. When I called I was in a queue for half an hour. I was then passed around from one department to another, and eventually cut off. Hence why I’m now here. I received a hand delivered letter from OVO, with the wrong name and the wrong address, entitled “Final notice”, which is a demand for payment. The addr
I have recently received a statement from Ovo, with a breakdown of my usage over the last 10 months or so, and the numbers they have used are wildly inaccurate, to the point that I believe them to be charging me over £1000 too much for my annual usage. They have also given me an estimate for next year of over £7000, meaning my energy bill would be more than my rent. I have already contacted customer service, but I was hoping to find some reassurance here that these mistakes will be rectified.In my previous property, I was on a prepayment meter, and would put £10-15 on each per month. When I signed up to Ovo at the end of September last year (I had just moved in a couple of days before), I was quoted £97 per month. I knew this was high, but I was unable to provide my annual usage numbers, so I agreed to the ‘average’ for my type of property. I am pretty sure I gave meter readings (how else would they know what I was using without a starting number). However, the statement is using
Hey all! So I have a few outstanding issues with Ovo and want to calculate a rough estimate of compensation owed. They are no longer my supplier.I spoke to an online chat person who actually asked me what amount I was expecting.So I'm trying to work it out 🙂Anyone know if there is a compensation amount for failure to log and respond to a complaint? (8 weeks ago). It's mentioned on the Ovo website and is extremely vague in timescale (which seems to be a breach of regs), but I can't find an amount and can't find the correct topic on the OfGem site.
I was automatically switched from SSE to OVO. With SSE, I never payed a standing charge. This was never a thing when I moved in, and my flat only has electricity and no gas, so I suppose this was why. Switching to OVO, I've realised that I'm paying an extortionate standing charge of over 50p a day! Is this normal, and what are OVO doing to compensate the SSE customers that never payed this and were forced into moving providers?
I just moved into a property and moved the OVO account in my name.The property was on pay as you go previously and I requested to change it to a monthly payment instead. That’s all done but I still can’t access my account over 72 hours later, it still claims I am on pay as you go.I contacted customer support and they keep transferring me between the same two teams over and over again and no one seems to know what’s going on or communicate with the rest of the teams in this business.My question is, is the customer support always like this? Because if they can’t solve even a simple issue like this it will be best to switch to a different provider while I have the chance.
Yesterday I noticed that Clearscore has my account with ThamesWater but I could not find OVO anywhere. I signed up with both at the same time 6 months ago when I moved to the UK. I pay both by direct debit. Do you see OVO on any of your credit reports? If so, how can I make them report my performance? Thanks!
I always put my meter readings in on time and pay straight away but always there is charge sitting for anything between £19-£22 it doesn’t go up as the month gos on and doesn’t matter if I’ve just paid bill or away to pay the next months bill there is always a charge sitting there, why is this?
Updated on 26/06/23 by Abby_OVO If you’re an OVO member on a fixed plan, you’ll pay for your energy by a Direct Debit, a month in advance. This payment method is also recommended for members on a variable plan as it’s the easiest way to manage your payments and spread the cost of your energy throughout the year. If you’re joining OVO from another supplier and go for a fixed plan, your Direct Debit is set up before you switch. The initial amount you pay will be calculated based on the usage information you submitted when applying for a quote and the unit rates which are guaranteed for the length of your plan. If you’ve moved in to a house we supply, we might also use previous usage data for your new home to help suggest a suitable starting figure. Either way this initial Direct Debit amount isn’t fixed, even if your price per unit won’t increase on your current plan. As the amount you use may change, we’ll regularly check that the payment amount is enough to cover your ongoing energy c
Faulty smart or traditional meters: Blank display, inaccurate, broken, noisy meters - DIY tutorial seriesTutorial
Updated on 25/08/23 by Abby_OVO Types of meter faults - Your Guide Worried that your meter isn’t clocking your usage accurately, is it making an unexpected noise or even worse are you off-supply? These could indicate a meter fault that we’ll need to get sorted. In all these scenarios we’d advise getting in touch with the Support Team ASAP to do some further investigations, but we’ve put together a quick guide to cover what might be causing the issues. Blank Display or Meter Not Clocking The display has gone blank and cannot be read and it cannot be turned back on by pushing buttons. This is the most common type of meter fault and has many different causes. Unless it’s a smart meter, we will not be able to bill you accurately (we will have to estimate usage) until we have completed a faulty meter exchange. Another common type of meter fault where the meter will stay on the same reading and not register any usage. The removal reading will be recalculated using either readings prior to t
As a new customer and one who has normally paid my bills quarterly I have a question as regards to the direct debit method. I was under the impression that your monthly payment can change for example if you use more energy, I was also under the impression if you used less than what you pay monthly that difference gets refunded. Well ive only had two bills, the first one because of being a new customer was a fair bit short of my monthly debit amount but the full amount was taken, now for this month I received an e-mail asking for my meter readings which I submitted, on checking my account I notice it said as I had not submitted my meter readings they had used an estimate, then underneath it had my submitted readings which were less. The correct monthly amount was taken out in this instance but it shows my account as £69.00 pounds. So is this amount an overpayment from the first month plus the difference between the estimate and reading for the second month? If so I thought this got re-c
Updated on 01/09/23 by Abby_OVO Here at OVO, we’re always on the lookout for ways to make managing your energy account easier. This is why we developed a new billing system in-house and have now moved the vast majority of OVO member accounts over to this new platform. As part of this we’re changing the way that we calculate your energy costs and the frequency this is displayed on your online account or OVO app (download for Android or iOS). This means that when you login, you can now see your account balance update daily, based on the most recent reading you’ve submitted manually or we’ve received automatically from your smart meter. Traditional Energy billing modelTraditionally energy companies would receive meter reads eitherFrom customers reading their own meters and submitting a read. From smart meters directly. On a specific date each month or each quarter, they’d look at the latest meter read they had received to bill you and generate a statement. This might have been based on th
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