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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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F.A.Q.

Complex Multi-Rate Meter & Heating types

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Tutorial

How does OVO Energy calculate my Direct Debit?

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641 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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M
New Member***
11 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
5 months ago
lyeuhm
Carbon Cutter***
lyeuhmCarbon Cutter***
Posted in My account
THTC / Separate Radio Teleswitch and Meter- Can I get a smart meter?

Hoping someone here can help because this has been an on-going battle since before OVO took over SSE and it’s gotten progressively worse recently. I live in a house that’s meters haven’t been checked, inspected, whatever since at least 1993.  I have two meters - one for my storage heaters and water tank, and one for standard electricity.  I’ve been trying to get this changed to either a smart meter if available OR just a standard single meter with a day or night rate. I have email chain(s) going on with SSE/OVO (One email chain is using @sseenergyservices.com and the other is @ovo.com hence posting here) that I seem to just be going around in circles.  I finally got through to the Electric Heating Team (EHT) about two weeks ago who changed me onto a single rate THTC tarrif, so both my standard and heating meters are at the same rate - but based on the readings that I’ve been providing, it’s still nearly 500 a month just for two storage heaters and a water tank.Has anyone else had probl

245
Blastoise186
Plan Zero Hero
4 hours ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account
Variable price change, OVO Simpler Energy Plan and the Ofgem price capTutorial

Updated on 14/12/23 by Tim_OVO Ofgem’s energy price cap limits what you pay for gas or electricity on a variable rate plan. You can see the latest information regarding the price cap levels and date changes on the Ofgem site here. The way energy suppliers set prices is impacted by: The price cap – set by Ofgem, the energy regulator. This limits the amount customers on variable rate plans will pay for each unit of gas and electricity and sets a maximum standing charge. The Energy Price Guarantee – provided by the government to help households with energy costs during the energy crisis. It’s a discount on gas and electricity prices and is in addition to the price cap. It applies to both variable and fixed rate plans. If the Energy Price Guarantee (EPG) is above the level of the price cap, it won’t impact prices for anyone who pays monthly.  What this means if you pay monthly for your energy If you're on a variable rate plan, your unit rate and standing charge will change on 1st January,

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Fuzzycat
Carbon Cutter*****
9 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.

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L
Carbon Cutter*****
11 days ago
K
New Member***
Kai_asokaNew Member***
Posted in My account
Help - why can't I submit a meter reading?

I am a new ovo customer and I have to give a meter reading in the next 5 days. Simple yes? No! No matter how I try to submit the readings (app, mobile website, website website) I have a message pop up after I log on telling me my switch is on hold as there is a problem and I have been sent an enail explaining this. I have only recieved one email and it says “hooray your switched!” Kinda thing with a link to upload meter readings. I click on the link and end up at the same page saying there’s an issue and I’ve been emailed. Please save me!

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G
New Member*
12 days ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
How does OVO Energy calculate my Direct Debit?Tutorial

Updated on 03/07/24 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, if you’re on a fixed rate plan. 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 for a fixed rate plan check out the video below.  How we work out your payment amount when you’re with us To work out your monthly Direct Debit amount, we:look at your energy use to date and how much you’re likely to use until 31 March, or the end of your contract if you’re on a fixed plan take into account your current balance and any other costs such as th

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J
Carbon Cutter*
12 days ago
Y
Carbon Cutter***
YellowIcicleCarbon Cutter***
Posted in My account
Unable to log into the OvoArena app

I have purchased tickets for the upcoming One Ok Rock show in October on Ticketmaster. I’m supposed to receive my tickets in the OVOArena app so I did create an account with the same email address as my Ticketmaster account since that’s what’s used to identify the account the tickets are sent to. However, I can’t login. I have tried resetting my password more than 20 times. It always tells me the that my username or password is wrong which is not true. If I create a new account with a new email address but the same password I can login but somehow the account I am supposed to receive the tickets on does not work. I have contacted the customer support and they said this behavior is normal and that I am supposed to be able to access my tickets a few days prior but that makes no sense to me. Why would I not be able to even login just because I purchased tickets on Ticketmaster? I did some digging online and nobody else seems to have this problem.

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Abby_OVO
Community Manager
1 day ago
D
New Member*
Douglas52New Member*
Posted in My account
price rise oct 2024

Hi Can somebody explain the 10% price rise as by my calculation my night rate has gone up 16% and my day rate by 9% so im a little confusedThanks Douglas

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M
Carbon Cutter**
2 days ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
OVO Energy Live billing platform and monthly summaries - What do I need to know?F.A.Q.

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 customer 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

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P
Carbon Cutter*****
11 days ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
How to submit a traditional meter reading on the OVO appTutorial

Updated on 15/01/24 by Abby_OVO  Not sure how to submit a meter reading on the App? We’ve got you covered in this handy tutorial 😊 On the homepage, you’ll find a box at the top labelled ‘Your next reading’, here you’ll find when to submit your next reading(s). Click ‘Send a meter reading’ to take you to the ‘Meters’ page, where you can submit your readings. Exact appearance may vary Here you’ll see the meter serial number for each of your meters as well as the last meter reading that was submitted and the date this reading was received. If you’ve got a traditional meter, you can view a full run-down of all the meter readings you’ve previously sent us by clicking ‘view reading history’. Exact appearance may vary Exact appearance may vary You can click ‘Back to meter readings’ to go back to the main Meter Readings page, from here you can submit the reading for each meter by clicking the ‘Send reading’ button. If you’ve got dual fuel, once you’ve submitted the electric reading you’ll see

980852
E
New Member*
13 days ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
Making a card payment on your online account or OVO appTutorial

Updated on 01/04/24 by Abby_OVO Noticed your account balance is dipping a little low or just fancy topping things up before winter? There’s a simple way to do this by logging in to your online account or OVO app (download for Android or iOS). Exact Appearance may vary From the Homepage, head on over to the ‘Payments’ page via the menu to the left or by clicking ‘Manage your payments’ on the ‘Today’s Balance’ box. Exact appearance may vary Here you’ll see the bank details we have registered for you and your Direct Debit date arrangement details. You’ll need to give the page a little scroll. Exact appearance may vary You’ll see the ‘Top-up your balance’ box. Click ‘Make a top-up payment’, this gives you the option to make a one-off card payment. Exact appearance may vary You can pick the amount you’d like to pay by entering a number in the available box. You’ll then be able to see what your balance will be after this payment shown below this box. Click ‘Pay now’ to be taken to a secure t

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A
Carbon Cutter*
13 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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Chris_OVO
Community Moderator
2 days ago
S
Carbon Cutter*
SealinkCarbon Cutter*
Posted in My account
The "Refund" button has gone

I am in credit and used to be able to regularly request a refund from the app or online.Now the app says “There’s a problem, please call...” and I have searched high and low for the option on the website.Am I going mad or has OVO added some hoops to requesting a refund? 

4
Chris_OVO
Community Moderator
2 days ago
V
Carbon Cutter*
VapegirlcloudsCarbon Cutter*
Posted in My account
complaints team email

I've had an email from someone claiming to be my complaints handler.But the email hasn't come from an ovo email address. I do have an ongoing complaint. I'm waiting to be switched to payg. The only way that information would have got out would be a breach of gdpr on ovos side. I'll attach a photo.Is this a real ovo human? 

2
Abby_OVO
Community Manager
3 days ago
W
New Member*
WinchmanNew Member*
Posted in My account
Are OVO planning to expand the Heat Pump Plus Tariff to existing heat pump customers?

I am an OVO customer and have been running a heat pump for almost two years, so am really disappointed that existing account holders with heat pumps are not able to benefit from the heat pump plus tariff. Are OVO going to extend the tariff to existing heat pump users any time soon or is this yet another instance of existing OVO customers with heat pumps being disadvantaged for already doing what OVO wants householders to do  - install a heat  pump - but just not an OVO heat pump?

5
Blastoise186
Plan Zero Hero
6 days ago
J
New Member**
jvendplungerNew Member**
Posted in My account
Web site unavailable

Why has the OVO web site been unavailable this year and when will it be resurrected?

2
J
New Member**
6 days ago
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
Posted in My account
Price cap increases- To fix or not to fix?

Customers on variable tariffs (SVT) are being notified these days of tariff increases from 1 January. At the same time, many are being given the opportunity to switch to a fixed-rate tariff. I am trying to decide whether it would be a good idea to fix, but I’m not sure I have all the information I need. Gas hasn’t been invented yet in my corner of the world, so I’m only interested in electricity tariffs.Cornwall Insight are a well respected crystal-ball gazer where energy prices are concerned. Their predictions for 2024 show small ups and downs in unit prices, but one startling forecast is for a hike in the standing charge of the order of 15% on 1 April. For a light user like me, this is hugely significant. On SVT, the standing charge would amount to 37% of my bill in January, but by October this would have risen to more than 41%. The fixed rates I’m being offered would keep the standing charge at more or less the current level, so that makes fixing look like a good idea. But … we know

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L
Carbon Cutter*****
16 days ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account
Having an issue logging into your OVO online account or OVO Energy app?Tutorial

Updated on 04/07/23 by Tim_OVO: Got issues registering or resetting a password for your OVO app or online account? We’ve made a recent change that might help: OVO customers should ideally complete these steps in the web portal (online account) first. Once complete, these details will be copied over and available for use in the OVO App. Request a password reset from the online account login page. Select the option at the bottom of the reset email "open this email in your browser" This should then allow you to follow the steps as prompted and login into your account.  Please note: This has been extensively tested and in the vast majority of cases will resolve the issue. However, there are still some issues with users of any Microsoft email domains such as Hotmail, Live, Outlook, Microsoft. We are working on the resolution for these customers and will update once a fix is made available. There may still be issues for other customers with different email domains but these could be related

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C
Carbon Cutter*
18 days ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account
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

1117654
M
Carbon Cutter*
17 days ago
M
New Member*
markflatNew Member*
Posted in My account
How do I contact OVO Customer Services if I need some help?

How do i contact Ovo Customer Services - is it only through this forum?

162
L
New Member*
16 days ago
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
posted in My account
Why is my Future Annual Consumption estimate so persistently high?

I have just read this passage about FACs in another thread: “… my own experience shows that [the future annual consumption figure] is being based on, (or at least being adjusted based on) actual meter readings. I could see my FAC for gas changing (reducing by large amounts) within minutes of submitting a new meter reading.”This is what is supposed to happen, if I understand the wording here: Usage projection is a figure produced by our billing system, that uses smart meter readings (if available) to project the usage for you over the next year.We clearly have a two-tier system: an ineffectual one for smart meter customers, and another better one for everyone else. Those who submit manual readings 'see their FAC changing within minutes.' Those of us with smart meters are apparently subject to a system which can take months to adjust the FAC to actual usage, despite having meter readings recorded automatically every day.My own (electricity only) FAC got stuck last year after a meter adju

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Firedog
Plan Zero Hero
7 days ago
M
Carbon Cutter****
mr T smithCarbon Cutter****
Posted in My account
Why is my online account credit balance dropping every day?

I was an SSE customer but with the take over my account has been migrated over to OVO.The first month i did’nt really check what was happening with my  OVO balance as im on a smart  meter.  at the start of august i checked my balance against my bill ,my ending balance was  £126 .a few weeks later i was checking my usage and saw that my balance had gone down to £116 check if i had been billed again ? no ! checked if there was any information as to why it had gone down , again no! so i called OVO and asked why my balance had gone down before my billing date and what the charge was for i was giving a number for SSE i was been charge by them and they where debiting my OVO balance , so i called and was told that had no idea about it and that my SSE account was closed and migrated over to OVO  i so  i asked for them to send me  an email stating so with closing balance ,they did so . called OVO back and asked again why my balance had gone down  before my billing date  this time i was told the

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A
8 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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M
Carbon Cutter**
9 days ago
L
Carbon Cutter*****
Lucky2Carbon Cutter*****
Posted in My account
New Fixed Tariff

When I first signed up to my new fixed tariff this is the information I had.But when I spoke to an agent online this is the information she gave me which is completely different.And this morning I received the contract.The main reason I sign up was because I thought it a better deal came up I would be able to change without any fees.

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Chris_OVO
Community Moderator
10 days ago

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