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billw
Rank 2
April 9, 2025
Solved

Can't log in to online account - get message "We're working on a new website for you"

  • April 9, 2025
  • 39 replies
  • 3015 views

Sorry, long story!

I’m trying to access my Mum’s online OVO account.

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 28/08/26 by Abby_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).

     

    Let us know how you get on with this,

     

    Cheers

     

     

    39 replies

    Show previous replies
    Newcomer
    Sarah E.
    Newcomer
    August 7, 2026

    I previously posted about the same issues in this forum and did not appear receive any reply.  I then saw something about someone else having signed in to their account and finding an issue.  So I thought that might have meant I would be able to get in to my account.  Apparently I was wrong.

    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    August 10, 2026

    Hey ​@Sarah E.,

     

    Since we’re a public forum, as ​@Abby_OVO mentioned, we don’t have access to individual accounts, so we can only guess what might be going on and share some helpful resources. The best thing to do is reach out to our Support team, they’re great at exploring account issues and can help you get back online.

     

    If they can't solve it right away, they can even raise a tech ticket with our back office for more support. I really hope this helps, and you’ll be back online in no time.

    Renewable energy jokes never get old.
    Newcomer
    SIMON MARTIN
    Newcomer
    September 29, 2026

    Tried to access MY OVO website account to edit and update some details but it’s been down for a while pending ‘restructuring’ or other dubious ‘redesigning’ - so when will it be up and running again and working, or do we not have a date for this? Can anybody please let us know what is happening on this front?

    These are the words we’re greeted with:

    >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

    We're working on a new website for you

    We're very sorry that you can't log in to your account at the moment. We're working on fixing things and will be back in touch in the near future with an update.

    <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<«

     

    ….so ‘near future’ could mean days, weeks, months….. when will we even know once it’s all sorted? This isn‘t very encouraging is it? They always say to us that the best way to sort out anything is to ‘do everything online’ and then you can’t even GET  online so have to resort to phoning which again is deliberately made hard cos they keep you on hold for ages, only to then have somebody with a decidedly non-British accent and dubious command of English taking the call as is per usual….  

    Why is communication in this so called modern world so utterly frustrating and exasperating these days? What is wrong with these corporations? They all seem to be as bad as one another.

    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    September 30, 2026

    Hey ​@SIMON MARTIN,

     

    I’m sorry to hear that you’re having trouble accessing your account online! This kind of issue could be related to your account setup, but our Support Team is available to help you out. If needed, they can also make sure it gets escalated as a tech ticket.

     

    Feel free to reach out to our Support Team using any of the contact options in the article below, whether it’s a call or a chat. They'll work with you to get back online

     

    Renewable energy jokes never get old.
    Newcomer
    SimonMartin
    Newcomer
    October 2, 2026

    None of what you suggested works. It doesn’t even recognise my email or account number so what the hell? All I wanted to do is to edit my email address as I am soon no longer going to be with Virgin Media as they are deleting their free webmail platforms for their users, so my bobcat33@ntlworld.com email will no longer be valid. I have managed to do this with all of my other websites with which I have accounts but OVO is being bloody stubborn and just damned awkward in blocking me from accessing my own account. It doesn’t matter what browser I use either - NONE OF THEM ARE LETTING ME IN TO MY OWN OVO ACCOUNT SO WHAT ON EARTH IS GOING ON??? Does OVO want my custom or not? 

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    October 1, 2026

    ​@SIMON MARTIN please can you try resetting your password.

     

    On the login screen, click ‘set up account’, and you’ll then be emailed a link from which to set a new password. Set a new password, and then let me know if you’re then able to access the online account.

     

    Please do this on a Google Chrome browser, as the online account is set up to work best with Chrome. Once you’ve set a new password, please can you also log into the OVO app with the new password, and let me know if you have access on there.

     

    Thanks.

    Powered by the Sun
    Newcomer
    SimonMartin
    Newcomer
    October 2, 2026

    None of what you suggested works. It doesn’t even recognise my email or account number so what the hell? All I wanted to do is to edit my email address as I am soon no longer going to be with Virgin Media as they are deleting their free webmail platforms for their users, so my bobcat33@ntlworld.com email will no longer be valid. I have managed to do this with all of my other websites with which I have accounts but OVO is being bloody stubborn and just damned awkward in blocking me from accessing my own account. It doesn’t matter what browser I use either - NONE OF THEM ARE LETTING ME IN TO MY OWN OVO ACCOUNT SO WHAT ON EARTH IS GOING ON??? Does OVO want my custom or not? 

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    October 5, 2026

    Morning ​@SimonMartin, I hope you’re well and had a good weekend.

     

    It sounds as if the email address (old one) is maybe recorded incorrectly on an account / is still linked to an old disused account / hasn’t been verified. This will be preventing you from logging into the online account with the old email address to change it.

     

    This should be a  simple one for our Support Team to fix. Please contact them and ask for your login email address to be updated to your new one. They’ll just need to ask you for an extra security question before changing the details. I know you’ve not had a good experience previously when calling but hopefully if you call again it should be absolutely fine. please call them on 0330 303 5063.

     

    Let us know how you get on.

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    Newcomer
    SIMON MARTIN
    Newcomer
    October 7, 2026

    It’s finally sorted now when I contacted OVO via webchat - it took ages to get it rectified and they had to go into the portal themselves to record my new updated email address (outlook) and then send a link for me there to change my details and get a password. I can’t believe that there were problems like this, because my previous email (ntlworld) was always straight forward logging in when I had readings to send. God only knows what they did to create this monumental problem, but I reckon you need to check with your own IT dept / website creators to see whether or not their overzealous tendency to keep ‘revamping/reformulating/redesigning/re-formatting’ the website( (ie. your version of ‘new improved recipe!!’) could have had an adverse effect on some customers not being able to log in using their existing emails - these teething issues ALWAYS happen without fail whenever any upgrades or revamps of websites are in order.

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