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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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655 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

52613
Emmanuelle_OVO
Community Manager
19 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

4400
Emmanuelle_OVO
Community Manager
8 months ago
R
Carbon Cutter*****
RetroanacondaCarbon Cutter*****
Posted in My account
Persistently incorrect estimated usage

I am with OVO at this address since June. I have a smart meter but it doesn’t work so I submit manual readings every week and also on my billing date each month to ensure my bills are accurate.My issue is that OVO’s system is wildly over-estimating my usage every day, so if for some reason I forget or am unable to update my readings in time then my bills will be based on these incorrect estimations.I’m not talking about being slightly out either - it’s currently estimating roughly double the actual usage for each day. This is leading to my direct debit being forced much higher than is actually required.The situation does seem to be improving slowly - in the summer the estimations were around 15-16 kWh/day, but they are now around 11-12 kWh/day. My actual usage is around 5-6 kWh/day.Is this figure slowly updated by usage data and if so is there some way of making it update quicker?

497
Firedog
Plan Zero Hero
12 hours ago
M
New Member*
MazzzNew Member*
Posted in My account
landis gyr 470 - is it prepayment and can i change it

Just moved into new home. Trying to take meter reading for electricity but it appears it could be prepayment which I wasn’t told. What does Smets mean and can I change from ovo to another supplier with this meter please 

201
Blastoise186
Plan Zero Hero
15 hours ago
A
New Member**
Alizap888New Member**
Posted in My account
Massive standing charge inflation- why?

Why has my standing charge gone up from:24.61p per day in 2022 to43.39p per day in 2023 to60.31p percday from 1st April 2024?This is way higher than inflation. 

250224
Firedog
Plan Zero Hero
4 days ago
D
New Member***
DeepseacodmasterNew Member***
Posted in My account
Standing Charges first of Jan 2024

How much are the standing charges being dropped by OVO on the fist of January next year.

1094
Firedog
Plan Zero Hero
6 days ago
L
New Member**
looby22New Member**
Posted in My account
Hi there, it looks like we had a power cut in our block today and now there us no display on my pre payment meter.

Hi there, it seems we had a power cut in our block today but now there is no display on my pre payment meter? 

594
Blastoise186
Plan Zero Hero
8 days ago
H
Carbon Cutter*****
HexhamUser
Posted in My account
Finding current OVO tariffs and plans from the online account?

When I'm logged on to myAccount, I can't seem to find any links to show me the currently available tariffs and plans (like the information I received when I had to renew). Am I missing something? The lack of a search facility from myAccount doesn't help either (or is that something else I've missed)?

130322
Firedog
Plan Zero Hero
9 days ago
L
Carbon Cutter****
lookehCarbon Cutter****
Posted in My account
New connection to outbuilding, separate account, separate meter

Looking for a bit of advice on how to proceed. I’m an existing dual fuel OVO customer. My garage is not connected to my house, I can’t share services between the two buildings.I have got National Grid coming to do a new feed install, they have given me the MPAN for me to get my supplier to put a meter on.I have followed the guides here about registering for a second account with the same email however it doesn’t allow me to do so, it just changes my password for my primary account. If I try and use the + feature in a gmail email I get the account creation email through but then can’t register because I don’t have an account number for this new account.I also can’t progress via the online system to book the install with the original or the new email as once I enter in my details it tells me I’m not eligible for a smart meter (because I already have a smart meter registered at that address - the existing home meter).I have spoken to the new connection team, the person I spoke to initiall

15913
TomThumb
Carbon Catcher**
9 days ago
A
Carbon Cutter****
AngryOVOCustCarbon Cutter****
Posted in My account
Why have Standing Charges also increased so much with the Energy Crisis?

Ovo increased their electricity standing charge massively in April. I have asked them to itemise what the Standing Charge covers and then justify the increase - they are refusing to do this.The Standing Charge should relate to the actual cost that Ovo has delivering electricity to your home. Those costs did not substantially increase in April.Wholesale gas price rises meant that the unit cost of electricity went up but that should not have affected the Standing Charge.Ovo have just taken the maximum that Ofgem allow the Standing Charge to be decided to charge it.You can try to avoid unit costs by cutting back on usage, but you cannot avoid the Standing Charge.Customers need to band together and get them to justify the increase.

318082
Firedog
Plan Zero Hero
9 days ago
Shads_OVO
Community Moderator
Shads_OVOCommunity Moderator
Posted in My account
Charges for paper billsNews

 What's happening? We're introducing a £1.50 monthly fee for customers who choose to have paper bills.   This change will be live and visible on December bills, which will give customers time to choose Paperless Billing if they want to. We’ll be writing to our current Paper Billing customers to let them know about these changes. We'll send customers a QR code, which will take them to a form where they can select paperless billing going forward. Are there exceptions to this?Yes, the following customers will stay on paper bills with no charge:Customers on the Priority Services Register (PSR) Customers who receive Adaptive Comms Customers who we think should be on the PSR Customers who might potentially be financially vulnerableWe won’t ask these customers to choose to change to Paperless Billing. Thanks,The OVO Team

249528
Abby_OVO
Community Manager
9 days ago
W
Carbon Cutter*****
wakeyjockCarbon Cutter*****
Posted in My account
Uodate app failing

When accessing app on iPhone , it asks to update.i select update, but in App Store there is no update , just the app. Select that , it just takes you back to OVO app asking for update. I cannot access app because of this. I have tried deleting app & reinstalling.

452
Abby_OVO
Community Manager
9 days ago
Jequinlan
Carbon Catcher**
JequinlanCarbon Catcher**
Posted in My account
Is this not a bit worrying?

Just received an email from Ovo with my updated bill: - Nearly blurted out my drink!!!! We’ve charged you This includes your energy use, any upgrades (such as Greener Energy), and 5% VAT £9,873.51

734
Jequinlan
Carbon Catcher**
10 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.

218298
Nukecad
Plan Zero Hero
11 days ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
Everything you need to know about an Economy 7 (Eco 7) energy planF.A.Q.

Updated on 06/12/24 by Emmanuelle_OVO: Moved in to a new house and getting to know a dual-rate meter for the first time? Or maybe you’ve made a change to your usage patterns (saying Hello to a new Electric Vehicle or Bye to some old storage heaters perhaps?) and want to hear more about an Economy 7 setup - We’ve got all your commonly asked dual rate questions covered! Is an Economy 7 plan right for me? The main advantage of an Economy 7 plan is a much cheaper unit rate for any electricity used during your off-peak times. This can often be several pence cheaper per kWh than the standard unit rate. It’s worth bearing in mind that to compensate for this cheaper off-peak rate, an Economy 7 plan charges a more expensive daytime or peak unit rate than the standard anytime rate. Therefore in order for this type of plan to be beneficial you’d need to use a certain percentage of your usage during these off-peak hours. This percentage will vary depending on the tariff prices available at the tim

1636869
Blastoise186
Plan Zero Hero
16 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

18828
Emmanuelle_OVO
Community Manager
17 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! 

523
Emmanuelle_OVO
Community Manager
17 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   

1086
C
Carbon Cutter***
17 days ago
P
Carbon Cutter****
PmD4Carbon Cutter****
Posted in My account
Has my account been hacked?

Am concerned about my account - one thing my app doesn't seem to have the same functions etc as the help area for it. I've been on the phone to OVO twice today via the support line (money gone out) and still don't know if I'm dealing with OVO or scammers. Any suggestions?

10512
Shads_OVO
Community Moderator
18 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

5262201
Emmanuelle_OVO
Community Manager
18 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!

4802128
BPLightlog
Plan Zero Hero
19 days ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
How does OVO Energy calculate my Direct Debit?Tutorial

Updated on 03/12/24 by Abby_OVONeed any extra support?   For a visual guide to this Direct Debit calculation for a fixed rate plan check out the video below.  How do Direct Debits work? A Direct Debit is an automatic monthly payment set up with your bank or building society. It means you can choose which day you want the payment to go out each month, and your bank will sort the rest.Once a Direct Debit is set up, you don’t need to do anything else.It’s often the best way to make regular payments, such as your energy bill. Why paying by Direct Debit is the best way to pay Direct Debit is usually the best way to pay bills because:you get a cheaper rate if you’re on our variable Simpler Energy plan you don’t have to think about it – it’s all done automatically each month you don’t need to worry about forgetting or missing a payment it can help you budget as you know how much is going out of your account each month and when it spreads your energy costs evenly How we work out your Direct De

396952
Emmanuelle_OVO
Community Manager
19 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?

111825
Blastoise186
Plan Zero Hero
19 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.

131033
Emmanuelle_OVO
Community Manager
19 days ago
S
Carbon Cutter****
sinca123Carbon Cutter****
Posted in My account
High electricity usage- What could it be?

My apartment is on electricity only! why my electricity  heating using 10KW to run in 50 minutes! It cost me 4£ to run for only 50 minutes! 

82952
BPLightlog
Plan Zero Hero
19 days ago

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