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Are any other Feed in Tariff (FiT) account holders not receiving the email request to submit their quarterly FIT readings?


Userlevel 1

Are any other FIT account holders not receiving the email request to submit their quarterly FIT readings?  I realise that I’d missed one in May, and so I (eventually) spoke to someone on the HelpDesk who checked my account and confirmed that they had the correct email address (I had previously received FIT reading requests via email), and that I should receive the next one that was due on 12th August.  I’ve not received this (have checked spam filters) and cannot get through to the FIT Help Desk at the moment (60 minute wait time!!)

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Best answer by Tim_OVO 2 September 2022, 10:52

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Userlevel 7

Hi @steve167 

 

We are seeing multiple customers come here to the forum to report a missing or delayed Feed in tariff (FiT) payment from SSE or OVO. I’m aware that one reason for a missing payment is that there was no reply to the request to send in a photo of the generation meter, which is needed every two years. I wonder if customers not getting these email requests could be part of the issue... 

 

If anyone else is affected by this, can you let us know by leaving a comment below?

 

To contact your FiT provider, if it’s SSE, their FiT team will be the ones to contact by emailing micro.generation@sseenergyservices.com or calling 0345 071 7827. If it’s OVO, email fits@ovoenergy.com. 


Please be advised that we’re seeing lots of contact to our FiT teams at the moment. We’ll get to you as soon as possible and we appreciate your patience. 
 

Userlevel 1

I did not receive any request for a photo of my generation meter!

The problem here is a total lack of useful comms - I used to send FIT readings/receive payment from SSE, but don’t know whether they are still my FIT provider of if it’s now Ovo.

The “Help” desk is totally ineffective - it’s not receiving high levels of calls, it’s under resourced!!

It’s now 2 quarters where I haven’t received any FIT payments - this is not acceptable!

Userlevel 1

FIT Meter Reading 

 

OVO emailed they have taken on our FIT and that today the first reading is due and that we would receive an email reminder and online form to submit the reading. This has not happened! 

 

Reading about OVO it looks like cheques are not send out in payment but no one has asked us for an account in which to reimburse us for the electricity. 
 

I rang the help number to be met by someone who had no answers other than to email which takes five working days for an answer! 

I have just migrated over from SSE and I am trying to give a new FIT reading.When I try to log onto the OVO it asks for my ID number where do I find this?

Userlevel 7
Badge +1

You won’t be able to log into MyOVO if you’re a FiT customer. The email should have a link to a form instead to submit your readings with.

Userlevel 7

Hi @pjgriff100 

 

Sorry to hear of the difficulties you’ve had getting your feed in tariff (FIT) generation reading submitted. 

 

Our main Support team are able to add this to an internal form on your behalf, which will get sent to OVO’s FIT team. You can send over the reading (and a link to this topic if need be) via online chat

 

Hope this helps,

Tim

Userlevel 7

Hi @steve167 

 

If you’re only with OVO with your feed in tariff (FiT) arrangement, you won’t have access to the OVO online account portal

 

Please be aware that you should be able to do this via the automated email you receive quarterly. If a link isn’t showing on the email we sent, or if you never got the email, our main Support team are able to add this to an internal form on your behalf, which will get sent to OVO’s FIT team. You can send over the reading (and a link to this topic if need be) via online chat

 

You’ll always receive a confirmation email once the reading has been successfully submitted.

 

Hope this helps! :slight_smile:

Userlevel 7

Hi @Alan Crawford 

 

Please be aware that you should be able to submit your feed in tariff generation reading via the automated email you receive quarterly. If a link isn’t showing on the email we sent, or if you never got the email, our main Support team are able to add this to an internal form on your behalf, which will get sent to OVO’s FIT team. You can send over the reading (and a link to this topic if need be) via online chat

 

You’ll always receive a confirmation email once the reading has been successfully submitted.

 

Hope this helps,
Tim

Userlevel 1

Hi thank you. I hope all issues are now resolved. I emailed to the top. A complaints person rang me back. We had a good chat and issues were resolved. The Sunderland call centre was also going to be given more help in dealing with SSE accounts moving over to OVO.

Userlevel 1

Tim

The issue is that I’ve stopped receiving the quarterly email requesting a FIT reading!

I have been contacted by Eilidh McKinlay from Digital Services, and I’ve provided a FIT reading to her - see informs me that I should receive a payment today!

If not I’ll try the online chat you suggest.

 

I haven't had a link sent to me nor any response to my pleas asking for help just auto emails saying you will look at my issues in 5 days which may be too late to get my fit payment on time. I trust OVO will be paying interest at the going rate for my credit card for these unnecessary and unacceptable delays. It is my belief OVO are breaching the terms of my FIT contract

I am in utter despair over submitting FIT reading after this system moved from SSE to OVO. It is impossible to contact anyone who knows the answer. I have submitted my FIT reading via the OVO e-mail system and it was accepted. No trace now of the acceptance and a subsequent letter received from OVO asking for my FIT reading. This system is not fit for purpose (no pun intended).  I was supposed to have received a phone call from OVO today regarding this - needless to say - nothing. I am going to have to contact my MP and the CEO of OVO      

Userlevel 4

Hi @ROJO,

 

I’m sorry for the issues you’ve been having.

 

Please be aware that you should be able to submit your feed in tariff generation reading via the automated email you receive quarterly. If a link isn’t showing on the email we sent, or if you never got the email, our main Support team are able to add this to an internal form on your behalf, which will get sent to OVO’s FIT team. You can send over the reading (and a link to this topic if need be) via online chat

 

You can contact our Support Team through web messenger and they will be able to submit the reading for you as they have access to the database, they can then send you an email confirmation. 

 

They are also able to request a call back from our Feed In Tariff team or you can email them on  fits@ovoenergy.com.

 

Hope this helps.

Hi,

i have recently been moved from SSE to OVO with regards to my FiT account.  I’ve had the welcome email from OVO that said a meter reading would be requested on the 1st September but have heard nothing since then.  
 

I have phoned the helpline on three occasions to be told that the FiT team is closed or cannot be contacted.  I have emailed the help desk and the FiT team and get no response whatsoever.  I have emailed the CEO and get no response.  I have no idea who to try and contact next.  Is anyone able to help pleas?

Thansk

Userlevel 4

Hey @bazworth,

 

Welcome to the OVO Online Community.

 

Sorry to hear you’ve had issues getting in touch with our FiT Team. You should’ve been sent an email with a link to be able to submit your read.

 

This similar thread might be helpful to you:

 

 

Our Support Team should also be able to submit a reading on your behalf, you also have the option to contact them through web messenger.

 

As you are an OVO customer, moving over from SSE for your energy, you should have access to your OVO online account once you’ve had your email from OVO about joining from SSE. Can’t log in? Use this link to activate your account:

 

https://account-activation.ovoenergy.com/confirm-email?

 

Hope this helps. 

I have tried to set up an online account but the system comes back and states that it doesn’t recognise my details.  It then gives the general helpline no. I have phoned that number on several occasions but they cannot connect me to the FiT Team.  The FiT Team don’t answer the emails that I send to them so I’m feeling rather stuck!  Does anyone know who I should contact?

Thanks

 

Userlevel 4

Hey @bazworth,

 

Sorry for the issues you’ve had.

 

The FiT team aim to respond to emails within 5 working days. As September is a month meter reading’s are requested, there is high contact from customers so response times may be slower. But the team will aim to get back to you as soon as possible.

 

Have you tried contacting Support through web messenger? They have access to the form needed to submit your FiT read. They can also request the team call you back if you have any questions.

 

Keep us posted with how you get on. 

I was switched from SSE to OVO and received a welcome email on 26-Aug-22. This email stated that I would receive a reminder in September, however I have not received one. I sent an email to fits@ovoenergy.com on 5-Sep-22 but apart from the automated response promising a response within 5 days I have not had a reply.

After waiting for ages on chat at “number one in the queue” eventually someone responded and offered to submit the reading for me. After another delay I was told that my account is on hold, waiting to find out why.

Looks like email and phone don’t work well but chat via “message us” on https://help.ovoenergy.com/#contact_us_container may be more fruitful.

For me, an hour on chat resulted in me being told that a case number has been raised and sent to the FiT team.

I have also emailed fits@ovoenergy.com including a reading, FiT ID, OVO Energy account number, and a picture of the meter.

However, I have still not received an email confirmation from OVO.

Like Peter Camb - I have not had any reminder from OVO via e-mail to submit FIT reading. Actually have spoken twice to a ‘real person’ and have had two ca\se numbers raised and referred to the FIT team. Still awaiting contact.

I do not understand why I cannot talk directly with the FIT team. With SSE just phoned designated number every quarter to give my FIT reading and money due to me automatically sent out within a week or so.  

The OVO website is a nightmare. I haven’t got hours and hours to waste trying to get it resolved. I hope this isn’t some form of ploy to delay paying money due to customers.

 

I suspect that the OVO team do not even look at this thread because it is “solved”.

“Solved” Not for me it isn’t!

It may be necessary to create a new thread to get attention from the OVO team because this thread was marked as “solved” as a result of the post above in green being marked as the “answer”.

Userlevel 7
Badge +1

Hi @PeterCamb @Judesman ,

Threads marked as solved are still monitored, both by forum volunteers such as myself and the OVO Forum Moderators. The Solved status merely indicates that an answer is available that may help you out - it is NOT related to whether the actual problem was ever solved.

However, this forum is mostly community led, so if you’re expecting an official reply from the FiT Team, this isn’t the right channel to use.

You will need to be patient as the FiT Team are dealing with a lot of enquiries right now, they’ll be in touch when they can.

Tim-OVO says this can be dealt with by online chat.  I have spent 30 minutes on “Chat” to be told that they do not have access to the FITS system, and I have to email them.  All I need is confirmation that my reading has been loaded onto the system.  Reading submitted on 11th September. And what is the mysterious OVO supplied account number E ****** that nobody at OVO recognizes?

Userlevel 7
Badge +1

Everyone on live chat is able to access the form needed to submit a FiT Reading with, they don’t need direct access to the entire system.

As for that account number, please be careful about posting that here as this is a public forum that anyone can read.

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