My father passed away recently, and the account was in his name. Contacted support and asked for the account to be switched into my Mum’s name. It appears that this is done.
I have Power of Attorney for her, so I’ve provided my LPA letter and that seems fine too. Changed the registered email address to mine. Problem was that I had a dormant OVO account as I used to be a customer until about 3-4 years ago. So when I logged in it automatically selected my home address, and not my Mum’s.
Support tell me that they’ve now deleted the old account, and I now have a working OVO id and password - the problem is whenever I log in, whether from my laptop or my phone, I get a message “We're working on a new website for you”.
Phoned support 2 weeks ago and was told it was a problem linking my email to the account. They said they’d raise a ticket for software support to fix this, but I never received any notifications.
Phoned support again last week and got exactly the same reply, and still no notifications. Told me that software support was ‘still working hard’ to resolve it, but I’m not sure I believe it.
Still getting the same message now. I hesitate to spend another 40 minutes waiting to be told the same thing again. Can anyone here help?
Best answer by Ben_OVO
Updated on 29/08/25 by Emmanuelle_OVO:
Morning @billw and welcome to the OVO Forum.
My condolences to you and your family, I hope you’re all holding up ok. From personal experience I know how frustrating it can be getting all accounts for energy etc in order following a bereavement, and I hope on the OVO side this is resolved quickly for you.
From the sounds of things, the bereavement process has been carried out internally if the account has been swapped into your Mum’s name now. I’m sorry to hear about the login issues. My recommendation would be to log a complaint about this. You’ll then have one dedicated Complaints Handler who will see everything through until it’s resolved.
It sounds like your email address may still be linked to an old account somewhere, but I can’t be sure. From my own experience working in customer-facing for OVO in the past, I know that there are a multitude of different login issues, some of which can be solved by an Advisor, some of which need to go to our Tech team to fix. They can be quite complicated, and hopefully if you raise a complaint this will be looked at by someone with the experience to get it fixed. If they can’t fix it themselves, it’ll need to be dealt with by our Tech team, and for this there wouldn’t be an exact timescale. if there’s already a case with our Tech team, then your Complaints Handler would be able to tell you the reference (it will normally be a ‘CCSD’ reference number).
I just wanted to give you an update on this thread. @RichardF and I have been working behind the scenes to work out the issue, and it looks like it was simply due to a slightly incorrect email address. Good news is that we managed to get them logged in and changed it online!
