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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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F.A.Q.

Questions about your energy use? Check out our handy FAQ

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Tutorial

How does OVO Energy calculate my Direct Debit?

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Tutorial

How to book a smart meter appointment on your online account or OVO app

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667 Topic threads
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My account
Questions about your energy use? Check out our handy FAQF.A.Q.

 Sometimes, your bill can increase even if your unit rates & standing charges haven’t gone up. This could be because of changes to your energy use – for example, if you've had visitors to stay, you've made changes to your lifestyle, or you've got new appliances. Appliance use or faulty appliances Sometimes, the change might be down to an appliance in your home, not the meter itself. Before thinking about a meter test, let’s talk about your appliances.Energy-inefficient and high-use products can increase your energy use. For example, if you regularly use a washing machine or electric heaters, your usage will be high. New appliances like a hot tub or AGA can also add to your usage.If you’d like to know more about the cost of running specific appliances, you can use this calculator.Here are a few questions to help work out why your energy use might be higher: What’s type of home do you live in, and how many bedrooms does it have?  This question will give you an average use compared to

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Peter E
Plan Zero Hero
26 days ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My account
Here are the other ways you can let us know about a loved one's passing

 We know that when someone passes away, speaking to an energy company may be the last thing you want to do.  LifeLedger is a free online tool that lets you get in touch with us and other companies, to tell us that someone has passed away. It means you can contact multiple companies from one place. Use this link if you’d like to use LifeLedger to notify us.  You simply start filling in the form provided on the link above, and tell us directly. Once you’ve told us about a bereavement, you can then use LifeLedger to tell 100s of other companies at the same time. What happens next?Our dedicated team will be in contact to arrange a necessary transfer of the account, or to finalise the closing of the account. We know this can be an emotional time, so the LifeLedger platform is simple to use and brings everything together in one place. That way, you don’t have to worry about repeating yourself or waiting on hold.  Other ways to register a loved one's passing with OVO?By filling out this form

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Emmanuelle_OVO
Community Manager
8 months ago
P
New Member**
Paul GGGGNew Member**
Posted in My account
I cannot set up my account

I recently moved in to a new place. We have an OVO account, presumably because the previous tenants had one and it's just carried over. However I can't log in to an online account in order to add payment details etc, as my email address or my personal details aren't associated with the account number and I just get an "oops" error every time I try to set up an account. There's no way of changing or adding any details without logging in, which I can't do. I also can't call to speak to anyone, because I can't get past the security checks on the automated system, because I can't set up my account properly in the first place, so I end up in this loop of not being able to do ANYTHING. The chat bot is completely useless, it just ends the chat every time I enter my details. I tried Whatsapp. hoping that a human would see the message, but it ends up just going in to the chat bot again, I'm very much going around in circles and it's extremely frustrating.I really need somebody to give me a call

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BPLightlog
Plan Zero Hero
1 day ago
W
Carbon Catcher*
wkeithgCarbon Catcher*
Posted in My account
Extra £5 Power Move Flex credit appeared in Current Billing period

In my current Billing period I have a £15 credit for Power Move Flex (5 Sunday to Sunday weeks I guess) plus an extra £5 - has anyone else got this or can explain why?Cheers 

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W
Carbon Catcher*
3 days ago
J
New Member*
jaberNew Member*
posted in My account
My OVO Experience

Hello everyone,WITHOUT PREJUDICEI feel compelled to share a cautionary tale and issue a strong warning to all potential customers considering OVO Energy as their energy provider. My recent experience with this company has been nothing short of a nightmare, marked by relentless harassment and bullying tactics that have left me feeling victimized and helpless. I hope that by sharing my story, I can help others avoid the distressing ordeal I have endured.As a long-standing customer I had always believed that OVO Energy was a reputable and customer-focused company. However, my perception changed drastically when I moved from a rental property to a new home in May 2022. Despite promptly notifying OVO Energy of my change of address, they made a grave error by opening a collections account in my name for the period after I had vacated the rental property.Since then, I have faced an ongoing battle with OVO Energy, enduring constant harassment and a complete disregard for my rights as a consume

18038
Emmanuelle_OVO
Community Manager
3 days ago
M
New Member*
mgrzy22New Member*
Posted in My account
How long does it take for a bill to be generated?

Hello, I'm a student sharing a flat with one other person. Because of this, we split the energy bill 50/50. I usually ask for the money on the final day of the billing period every month, but I've found that it always gets boosted up a couple days later for some reason and I always end up shortchanged. So my question is - how long from the end of the monthly billing period does it take to generate a bill, and therefore start the next billing period? Ours ends on the 2nd every month, so I expected a bill today, but nothing so far.TIA! 

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Emmanuelle_OVO
Community Manager
3 days ago
C
Carbon Cutter***
chattycathCarbon Cutter***
Posted in My account
Can someone help me understand my gas usage

Good morning. I am on a bill monthly account but always make sure I am in credit so log in daily to keep an eye.  Im very careful with usage of gas/electric I only put my heating on when needed usually twice for an hour or 2 when freezing in the evenings and only to keep dampness away as i tuck myself up with electric blanketIf I have my grandbabies I keep it running and last week I had them for 1 days and 1 night so kept on heating all day as both under 2years Ive been worried about the cost of usage but I must be in the twilight zone as price doesnt make sense. The Wednesday my heating was on all day and tuesday was a ‘regular’ day but look at the difference in cost?  Does this seem right?Im in a 3 bed semi bungalow with windows that desperately need replacing so very very draughtyThank you in advance   

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C
Carbon Cutter***
3 days ago
M
Carbon Catcher*
MCH59
Posted in My account
Unexplained change to direct debits

I have just noticed an unexplained 45% increase in my minimum direct debit payment caused by today's change to the calculation in the Direct Debit Calculator (now calculating through to end of March 2026, rather than the end of March 2025).The impact of that change, if it is intentional, is that a lot of people (like myself) who already have a significant credit balance and are on course for a very healthy credit balance come 31st March 2025 are potentially still going to have to increase our direct debit payments and build up even bigger, and wholly unnecessary, credit balances (and further increase our direct debits if we want our credit balances refunded at the end of winter).Are any of the OVO staff who monitor the forum able to share the full details of the changes and the logic behind them?Also flagging that the changes don't seem to be compliant with the T&Cs.

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Emmanuelle_OVO
Community Manager
4 days ago
N
Carbon Cutter*
nils_aksnesCarbon Cutter*
Posted in My account
THTC meter - Removal Request

Hi folks, I am trying to have a redundant THTC meter removed from my house and OVO seem to be refusing to do this. Can anyone help explain what I should do? Some background info below: We moved to a property in March last year in the west of Scotland. The property has two meters with a THTC setup running storage heaters. We are getting the storage heaters removed in February and an air source heat pump installed.  Once this work has been carried out there will be nothing running from the RadioTelemeter (THTC) meter. I have contacted OVO by phone yesterday to request that this meter be removed once it is no longer in use. The person I spoke with said that OVO would not do this because doing so would stop the other (ordinary) meter working. They weren’t able to explain why this would be the case. After some time on the phone I was told that if I emailed OVO with evidence that the THTC meter would not powering anything then they could arrange for it to be removed. This seemed like a posit

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Emmanuelle_OVO
Community Manager
4 days ago
S
New Member*
SukhyNew Member*
Posted in My account
not getting final bill

I provided new final meter readings but still not getting final bill

294
Emmanuelle_OVO
Community Manager
4 days ago
M
Carbon Cutter****
martin78Carbon Cutter****
Posted in My account
escalate complain

Hi,I received wrong final statement. OVO messed up their migration from an old internal system. I explained it to OVO already 3 times, but I didn’t get any response yet. Last was 2 weeks ago. What should I do?

162
Emmanuelle_OVO
Community Manager
5 days ago
S
New Member*
Snoopy34New Member*
Posted in My account
Bill increase

Why has my DD increased when my account is in credit by almost £100.00?

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Emmanuelle_OVO
Community Manager
5 days ago
M
Carbon Cutter****
madhouseCarbon Cutter****
Posted in My account
Meter readings not updating account balance

I always send my meter readings on the due date and then check my account to see whether they’ve been activated. I submitted readings on July 8. They still have not updated my account by today, July 11. Usually the updates happen within the hour. Anybody else not able to see how much they’ve spent in the past month?

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Blastoise186
Plan Zero Hero
5 days ago
L
Carbon Cutter*****
Lucky2Carbon Cutter*****
posted in My account
OVO Plus Tesco offer? Is this legitimate?

Not sure if this is common knowledge but I just found this on my app, you can link your Tesco Club Card with OVO and receive £25 Club Card points.

127933
Emmanuelle_OVO
Community Manager
5 days ago
K
New Member*
kilshawaNew Member*
Posted in My account
Heatpump tariff add on

Hello. I have recently switched to OVO from octopus to take advantage of the heat pump tariff add on. But I can't see anywhere that the add on is active. Perhaps it is running in the back ground but I have no way of knowing. Has anybody got any experience of this? 

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Emmanuelle_OVO
Community Manager
5 days ago
S
Carbon Cutter*
Stavros1404Carbon Cutter*
Posted in My account
electricity usage for 1 bed flat

Ovo are estimating that my monthly bill should be £130 a month for a 1 bed flat with only one person living there. I don't think that's right. What could I do to find out my true usage, find out if there are any issues with meter etc? 

544
Emmanuelle_OVO
Community Manager
5 days ago
E
New Member*
E M VelardeNew Member*
Posted in My account
Change of name on account

My husband. has died and on the phone with an operative from south africa I told her this and that I simply needed to change from his name to mine as ecerything was in my name anyway, the emails, the DD etc. she told me to cancel the DD which I did although I emphasised that it was still working after his death 5 months ago .The account then vanished completely and I am unable to access anything.I have written to OVO but no reply other than the usual acknowledgement .WhatsApp kept me waiting 2 and a half hours so I then lost the slot!The whole thing is a nightmare.The woman in Africa said she would phone this morning at 9am and has not.What can I do other than now contact the Meia with whom I do have some good contacts 

552
Emmanuelle_OVO
Community Manager
5 days ago
B
Carbon Cutter***
Bri4lifeCarbon Cutter***
Posted in My account
When is the best time to give my meter readings to avoid estimated bills?

Is it normal after submitting a meter reading on the 22/7/23 to be asked for another meter reading via the app and for it to be done ASAP?New to Ovo after moving over from SSE

255374
Emmanuelle_OVO
Community Manager
10 days ago
F
New Member***
fun2funkyNew Member***
Posted in My account
Feed in Tariff (FIT) or Smart Export Guarantee (SEG) payments - who to contact if I have a query?

We are new to solar panels and have received only 2 payments so far, very disappointing does anyone else have a problem with how much they are generating and who should I contact!

4768124
Emmanuelle_OVO
Community Manager
11 days ago
A
New Member*
afbunnNew Member*
Posted in My account
Total gas charges so far this month exceed the total amount of gas used since move in date.

Hi there!According to the Ovo usage tracker my house has used 299.5kWh of Gas since the first of November. I thought this perculiar as we have not had the heating on and our shower is a power shower, the only thing that gas is used for in the house is the hob and heating the hot water for the taps (washing up and washing hands). I checked meter readings from today as well as comparing it to when we first moved in in July, and using an online calcuator calculated that the entire volume of gas that our meter has registered since moving in would only be around 200kWh.Does anyone know how to solve this? Or at least explain why the usage tracker has such a skewed value? Our meter has only been sending readings to ovo once or twice a month, I don’t know if this is something that might have caused this. When I try to manually enter a meter reading I get an error as well. Many thanks,afbunn

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Emmanuelle_OVO
Community Manager
12 days ago
M
Carbon Cutter****
MattD12Carbon Cutter****
Posted in My account
Problem with CT three phase meter for 200A 130KVA CT RATIO 400:5 power supply

Good afternoon, I hope you are all well.I just wanted to ask if any of you have had a similar problem. Recently, the DNO (UK Power Network) completed a power upgrade, and we now have a 200A, 130KVA CT ratio 400:5 power supply.We were with British Gas, but they couldn’t upgrade our meter to a CT three-phase meter, so I contacted OVO to ask if they could supply the required meter.Both the chat and phone representatives confirmed that there would be no issues and that OVO could handle it.Although the account will be domestic, they explained that they would need to book CT work and arrange a commercial booking. This means OVO would need to appoint SMS as the MOP (Meter Operator), according to advice given by an OVO engineer.I switched to OVO, booked the appointment, paid the £325 fee, and received the date. However, after having a bad experience with British Gas, I wanted to double-check with SMS whether OVO had booked the correct meter installation. Their reply was that OVO had booked a s

11712
Emmanuelle_OVO
Community Manager
12 days ago
T
New Member*
tobyjNew Member*
Posted in My account
Can OVO install a meter for a new gas connection?

We have a new gas connection being fitted soon and want to get Ovo to supply gas (we have Electricity already).  Called to try and arrange fitting a new meter but there seems to be no process for this.  How can I do this? 

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Blastoise186
Plan Zero Hero
15 days ago
N
New Member**
NparryNew Member**
Posted in My account
What to do if my Landlord cancelled account and put me in debt

I am posting on behalf of my partner. He moved into his flat Jan 2023. The day he moved in, he set up the account with Ovo along with a direct debit. Fast forward to now and he’s realised that the direct debit has never come out. He’s now contacted Ovo and they have said that the day after he set the account up, the letting agent have cancelled it and put the land lady’s details. The account is currently at £1100. Now, obviously he should have noticed this lack of monthly payment. Ovo have said that he needs to contact the letting agent to ask what happened but they are dodging calls and are not giving answers. My main concern is regarding the mortgage application we will be making in a few months. As this has not been paid and we do not know if it has gone to debt collection, will this have an impact on his record if the land lady contacts Ovo to say that he is the one living in the flat and liable for the bill? If he rings to pay the account off tomorrow, will that be the end of it o

782
Nukecad
Plan Zero Hero
16 days ago
D
Carbon Cutter****
djshieldsCarbon Cutter****
Posted in My account
Why is the app not updating with my balance?

Hello. Has anybody else noticed that the app is not updating with your current balance, whether credit or debit? App has been deleted and reinstalled. Customer care is aware of this issue but it’s been two weeks now. 

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Shads_OVO
Community Moderator
16 days ago