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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My account has been moved from SSE to OVO. I got an email telling me to set up my account, I click the link, enter my email, get an email telling me reset my password, follow that and then all I get is “Your password reset link is invalid or expired” I’ve tried about 10 times now on different devices, tried to speak to someone on chat bot, waited about 3 hours and went from position 189 to 11 in the queue and then nothing happened.. anyone any ideas?
My 26 Oct - 25 Nov bill includes a balance adjustment charge for £188 and £170 and is the same as the monthly direct debit that has been taken from bank account. So £358 has been taken twice and I cant adjust the direct debit. I moved to smart meters in march 2022 but also provided meter readings at the transfer to new tariff dates. What is going on here? The direct debit is too high and the balance adjustment is exactly the direct debit.
I’m going to give the benefit of the doubt and see what my next bill is before starting a complaint or trying to contact again, I’m holding on to some faith that it will just be added on to the bill as a credit and all will be peachy, but I have my doubts. I’ve only contacted support once and I had the same copy pate reply then a bit of a sarcastic comment about being patient and the other end closing the chat window.I can only assume no one in Ovo has told support what is happening, or the higher ups they haven’t figured it out themselves yet. I apricate it's all a bit last minute with the government so I don’t think it's fair to complain immediately, just put a screenshot of my tariff page which I’ve been checking obsessively every day to see if it changes. Just wondering if anyone's tariff has changed automatically does it just show the new rates or is there a message saying rates will be applied?My recommend direct debit seems to keep going up too, I’ve done the reduce for 3 months
I see that nobody else has commented on the bizarre and budget-defying presentation of bills since September this year. I present a snapshot of my bills: Aug - Sept - £50 Sept - Oct- no charges Oct- Nov £24 Nov -Dec interim -£166 Normal presentation Actually £65.99 Actually £90 Warm house discount There seems to be an inability with OVO AI to make use of the TOTAL function for the charges before including the spurios in/out money as part of the bill. This means the onous is now on the client to get a calculator to calculate their bill.I would levy the same charge against OVO AI in calculating direct debit. Give a TOTAL after estimated usage and then present the value of debit/credit value to arrive at the value that the direct debit calculation is based on.It is all very well to say that pay-as-you-go customers need higher tariffs because of ‘extra administration’, but I am sure that they also receive sensible bills. Wha
OVOS LEGAL OBLIGATION have/will be left without ANY Heating and Hot Water for 2 weeks, in the 'minus' degree centigrade temperatures. I have taken extra insurance [Boiler Cover] over the last 4 years to mitigate this risk. I have been told today that the issue will not be fixed until December 9, possibly December 12 at the earliest. Time line of events:June 25 : Boiler serviced by Corgi Homecare Plan 24-7 as part of an OVO policy I have had for 4 years. November 23: Boiler failedNovember 23: Called Corgi told to repressureize the Boiler [Myself] - Completed WorkedNovember 24: Failed Again 10pm - Called Corgi Engineer to visit November 26November 26: Engineer visits need apparently 4 new parts asked Corgi/OVO to call me, to confirm parts orderedNovember 27: No CallNovember 28: No Call - I called 5 times for over an hour was told we will call November 29November 29 - No Call so I called again - Parts not ordered or authorised for payment. makes complaint asks for customer service mana
OVO have only ever billed me for standing charges since I opened the account in June 2021. They have never billed me for my energy use and since the introduction of the energy support scheme they are actually crediting my account as my direct debit continues to be paid and of course is far higher than the standing charges. Numerous phone calls have failed to resolve this. Has anyone else had the same problem?
Hello everyone, please I need help/advice. We moved to UK in January,the former tenants were with SSE ,we thought it wasn't necessary changing the supplier. I gave a meter reading and I was told its not necessary because my smart meter is working perfectly. I have an app monitoring my daily and monthly usage, after the migration I was given an estimated bill which was not accurate with my usage despite having a working smart meter. The bill breakdown I was given has large discrepancies, with additional balance adjustment I called them severally,their response was that they couldn't access my smart meter hence the estimated bill, however they could access the smart meter for the final reading and Ovo opening reading. Whenever I try to explain things the customer drop calls on me,Mails are not replied. This excess charge is over £300 that I didn't use I feel exploited and helpless, I thought having a smart meter and an app will make things transparent.I have screenshots of my meter
So after very difficult time to organise my account and actually get vouchers for October and November by post by end of November I decided to redeem the first - October voucher today for the very first time. To my surprise - lady at the machine said - declined - insufficient funds !! Looked at me like am a scammer trying to use the same voucher twice, which I never did !! Called the customer service who took my details and said, we raised a case and you should be paid the £66.00 but I can’t confirm when and it what form - cheque or voucher or any other form… well I can’t be credit it any other way as I have traditional pre paid meter !! Asked for reference number of the case, none given, asked for the call ID none given!! So now I have an October voucher that isn’t valid ( with expiry date 3.01.2023 so there isn’t much time to solve this ) and I don’t know if I’ll ever get to see this money… I’ve lost hope but I don’t know what else I can do ? Any advice ?
I was accepted for the extra support, (as a boost customer via ovo) received an email on the 11th November from Sarah. And haven't heard anything since. They were also supposed to be upping everyone's emergency credit (payg) to £15.00, that's not been done either. I've tried to contact boost, they are so busy you are 476th in a queue, and that's no exaggeration, then it cuts off saying there's been an emergency! Don't think it'll ever arrive, 😕
Today I received an e-mither from OVO detailing how those with smart meters will get 100% ‘green’ energy. I’ve replied (twice now) to OVO asking how this is possible when all electricity is extracted from the National Grid! All I get by way of an answer is the party line about smart meters. Maybe someone on here can explain how the meters only use ‘green’ energy and not the other kind when it is all lumped together! They must think we’re all as gullible as their staff that regurgitate the smart meter mantra!
I thought the £400 energy price guarantee was help for us to pay bills. But it is getting absorbed into the outstanding balance, making what I owe OVO £66 more each month. Therefore if I have used £250 and my bill was £250 I have been given £66 into my account but my balance shows £66 worse than it would have been, so an outstanding debt to OVO. Can someone explain please
There seems to be something very wrong with OVO's algorithm that it doesn't take account of the contract term end and constantly sets the DD relevant to 12 month from the day you access the account page. This means that I'm overpaying based on a constantly ongoing 12 month period and not calculated on the 6 months left of my contract. Going into my account today I see that i'm £220 in credit. Yet I'm being flagged up that my account wiil be in debit in 12 months time and need to increase my direct debit! Why? My usage is down and cost down (even with the recent increase levied) down compared to last year and my contract ends on the 13th May 2023. Not in 12 months time!Offgen have recently announced that they are contacting suppliers who are abusing the direct debit system. Is this instance a sample of this abuse?
Ever since OVO took over from SSE the electric bills have been totally incorrect every month, even though I send meter readings and have always paid by direct debit.Firstly they said in July '22 that I still had £112 to pay from my SSE account prior to the move(which I didn't want or ask for!!),my DD's have ALWAYS been paid on time each quarter since 2014,so when I was told the change of supplier was happening at the end of June '22,I got my final bill plus the extra days which totalled £154.67 also my bill showed the £112+change was my quarterly plus extra to June 30th making £154.67 which I paid in full as I always do.Ever since then,this £112 has been put on my OVO bill as debit? I've tried and tried sending emails then with NO RESPONSE WHATSOEVER I changed to going through the OVO online complaints form and I have sent the 3rd complaint form around a week ago after NEVER even getting a single response or not even an acknowledgment email.Because I'm immobile disabled at home I am re
I have been with OVO almost since they started up and have never had cause to complain, but of late I have noticed on my gas usage graph showing usage when I know it is not being used. I informed OVO of this and I replied with a ten point questionnaire that was about 3 weeks ago, I thought I would prove the point by turning my gas off at the meter while I went to visit family. At the end of ten days my gas usage showed ever day having used gas which was impossible, I phoned OVO the teleoperator agreed it was bizarre and said she would pass it on but I've heard nothing it is still the same showing consumption when not being used, which in turn means I am being charged and I believe this has been going on a long time, in the past I have put it down to the smart meter which is one of the first ever used, OVO have refused to give me the new generation meter? So what to do next? I’m nearly 80 and finding this all a faff as I have my health to consider so I don't need this.
No charges have been applied to my account for electricity usage since May 2022 apart from the standing charge. My smart meter is sending daily readings. I have contacted Ovo via customer support, Twitter several times but no one ever follows-up on their commitment to resolve the issue. Any advice on who to contact would be appreciated.
My accounts with SSE have been closed and I cannot look at any of the information stored there. I have tried ten times to set up an OVO password without success, having had the message ‘password invalid. I was told on the phone that the transfer to OVO is going to take at least a month although I have an account number, I have cancelled my Direct Debits to SSE and would like to set up a payment plan with OVO, Why should I have to wait so long? This is unacceptable: I have a Smart meter but no monitor so cannot check my usage of gas or electricity unless I go outside my house, in winter weather and bend double to read my meter. Appalling service.
My wife and I were SWALEC customers for the best part of 20 years and we were both listed on the Electricity and Gas account (bills had both our names on them).We were switched to OVO recently however the OVO online account appears to be in my wife’s sole name only? I won’t know for sure until the first bills are generated but is this normal?
I can't see the Energy Bills Support Scheme payment going into my account, only the refund to my bank?
Please can someone explain the recent information on the balance of my Account?It states my opening balance was £219.64, my total useage & charges out are £9.08 (taking into account the £66 refund), yet my closing balance is £144.56?Surely my closing balance should be £210.56?? Otherwise they have taken the £66 off and then added it back on?!
Hi,I’m currently in debt with OVO, and received an email from them asking me to triple my direct debit. After speaking to them on the phone, I advised I’d have to cancel my direct debit (as I couldn’t afford to pay the set amount). I’m currently just paying off bit by bit each week and my debt is coming down nicely. But, because I’m not set up on a direct debit, I’m not getting the £66 - in reality, I’d prefer these energy support payments to come off my debt, but as it currently stands, I’m not getting it.I was paying direct debit and received the first £66 back, which I just paid back straight off my bill.But when they asked my payment to be more than I could currently manage (this is short term and I’m looking to pay the full balance off by Jan/Feb, which is 1 month prior to my contract finishing), I had to cancel my direct debit as I couldn’t see what else to do and they weren’t that helpful on the phone. If I’m not paying by direct debit, and just paying via online payment, does t
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