Best answer by Tim_OVO
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Feed in Tariff (FIT) or Smart Export Guarantee (SEG) payments - who to contact if I have a query?
We are new to solar panels and have received only 2 payments so far, very disappointing does anyone else have a problem with how much they are generating and who should I contact!
Userlevel 7
Updated on 27/10/2022 by Emmanuelle_OVO
Great question to ask about your new solar panels, we’d love to help make sure you’re getting paid for that lovely solar energy. 🌞
The answer to this one will depend on when your solar panels were installed and registered with an export supporting energy supplier.
Before April 2019 and registered for the Feed-in Tariff? You’ll be paid for both the energy you generate and the energy you export, so you’ll have a separate generation meter. The export reading can either be clocked by an export meter/smart meter or ‘deemed’ whereby we calculate it based on your generation reading.
After April 2019 the Feed-in Tariff was replaced by the Smart Export Guarantee (SEG). This payment only covers energy you actually export which is clocked by your smart meter.
If you’ve got your FIT or SEG registered with us, we request the relevant readings at the end of each quarter (March, June, September, December) and you’ll receive your statement and payment for that quarter within 8 weeks. You’re able to submit any FiT or SEG generation / export reading directly with OVO’s support team, who can add it to an internal form and send it to the right team.
If you need to speak to our FiT Team you can call 0330 303 5063 and selecting ‘4’ when the IVR instructs you to do so.
I made an application for SEG payments in October last year. Despite several phone calls to Ovo as apparently the SEG section doesn’t have a direct line number I was promised a phone call back from SEG section on the 21st December which was a 4 week wait No call received.
Has anyone else had this experience and any ideas as to what I can do?
Thank you
Userlevel 7
+1
- Plan Zero Hero
- 6514 replies
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8 March 2023
Hiya!
I’m afraid we can’t check the status from here. Could you try 0330 303 5063 or seg@ovoenergy.com by any chance?
Thank you for your response. I sent seg@ovoenergy.com an email on the 18th January. Normal generic reply aiming for 15 days to respond. I dislike hassling people who I am sure are trying their best but feel I must be coming to the top of the pile!.
Userlevel 7
Hi
The teams are really busy at the moment. It’s March which represents a generation (if feed in tariff (FiT)) or export (smart export guarantee (if SEG)) reading window, so high volumes of contact. Despite this our teams are committed to getting to your emails, applications and any outstanding payments as soon as possible.
I’ve recently been advised that a SEG applicant is only eligible for SEG once an export supply number (MPAN) has been created. As soon as that's been done we ask the customer for an opening reading which is the point they will be paid from. Unfortunately we cannot make payment for anything exported before then. At the moment there’s a longer time frame than usual for applications and emails to the SEG team. Any customers still waiting to be set up may wish to cancel their SEG application with OVO and re-apply elsewhere as a different supplier may be able to register them quicker. It's not ideal by any means but unfortunately we can't process any quicker than we currently are.
You’re able to speak to smart export guarantee (SEG) trained team members to ask about that export supply number by calling the main number and selecting option 4: 0330 303 5063.
Hope we can get this sorted for you,
Tim
I have sent the completed form off twice, once in December 2022 and again in February 23.
I have not been contacted at any point, How much longer am I expected to wait?
Userlevel 6
Hey
Really sorry to hear this,
Have you tried contacting our FiT Team directly? You can do so by calling 0330 303 5063 and selecting ‘4’ when the IVR instructs you to do so.
Keep us posted with how you get on.
Hello.
I have spoken to them and he said that he would send an email right away.
I hve received the email and it is nothhing to do with my question I am on the Feed In Tariff not the SEG I have had my solar panels since 2012 . I am just trying to transfer my FIT account to OVO.
Userlevel 7
+2
- Plan Zero Hero
- 2515 replies
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3 April 2023
Hello.
I have spoken to them and he said that he would send an email right away.
I hve received the email and it is nothhing to do with my question I am on the Feed In Tariff not the SEG I have had my solar panels since 2012 . I am just trying to transfer my FIT account to OVO.
Hi
I am not honestly sure i would recommend switching your FIT payments to OVO currently as the FIT team have been struggling with the volume of work by OVOs own admission.
Hi, hope you don’t mind me asking , why are you swapping provider to receive your feed in tariff , just curious as I’ve been getting mine from same people from the start. Just wondering if there was any benefit I didn’t know about 😂
Shell told me that I could not use them any longer for FIT payments unless I had a smart meter fitted. I do not want a smart meter so I changed my supplier from Shell to OVO and am now trying to change my FIT to OVO as well.
Thanks for your quick reply.
Update.
I have phoned OVO again, 20 minutes wait then told it was the wrong team so transfered, another 20 minute wait to be told that it was still the wrong team so transfered again. 10 minute wait to be told that the team that I wanted to talk to, their phones are down, try again tomorrow.
This is getting bewond a joke now, why are ALL energy companies so hard to get hold of?
Userlevel 7
+4
- Plan Zero Hero
- 1307 replies
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4 April 2023
Presuming that Shell are remaining a FIT provider it might be worth leaving that where it is. I’ve updated my energy provider several times over the years but always left my FIT with my original - apart from a brief period when the installation ID’s were updated, they have been fine
No the FIT providor is GEUK, They have sugested the I transfer it because they are concentrating on customers that they supply. I did not transfer to Shell because they would not take it unles I had a smart meter fitted. That is why I transfered my supply account to OVO.
Userlevel 7
+2
- Plan Zero Hero
- 2515 replies
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5 April 2023
No the FIT providor is GEUK, They have sugested the I transfer it because they are concentrating on customers that they supply. I did not transfer to Shell because they would not take it unles I had a smart meter fitted. That is why I transfered my supply account to OVO.
I suspect GEUK are trying to reduce their costs as FIT is basically a cost rather than a benefit to suppliers.
GEUK is a small supplier as they have less than 250k customers so they only voluntarily took on FIT customers.
I wonder if they are are just encouraging or forcing customers to move. I have never looked at the OFGEM rules to be honest.
You may get stuck very soon without a smart meter in terms of choice, for example the new cheaper fixed tariff from OVO is only for smart meters, all the recent new innovative tariff from Octopus are for smart meters, the recent National Grid Demand Flexibility Scheme over the winter needed smart meters.
There is the real possibility that there will no more cheap tariff without smart meters.
Anyway as i said, i wouldn't recommend switching your FIT to OVO right now given the capacity issues with their FIT team unfortunately. The possibility of issues going forward is high.
I had solar panels fitted in November, and soon after sent all the relevant documents to OVO. OVO have confirmed they have everything they need to start paying me. But nothing! How long does it take between submitting documents to start actually getting some money back?
Userlevel 7
+4
- Plan Zero Hero
- 1307 replies
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6 May 2023
Hi
Regardless of what the proper name is (my mistake), OVO have confirmed that they have all the paperwork they need. The question remains how long does it take between submitting paperwork and getting paid?
Userlevel 7
+4
- Plan Zero Hero
- 1307 replies
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6 May 2023
Regardless of what the proper name is (my mistake), OVO have confirmed that they have all the paperwork they need. The question remains how long does it take between submitting paperwork and getting paid?
You can see something about that on the link I posted. For anything else, I think you would need to contact OVO directly. This forum is mostly other customers who try to help
Have you got an export MPAN and provided initial readings?
Userlevel 7
+4
- Plan Zero Hero
- 498 replies
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6 May 2023
The OVO team dealing with SEG applications is very, very slow. Some people are waiting months.
This is an existing thread about the problem. https://forum.ovoenergy.com/my-smart-home-138/applied-for-ovo-s-smart-export-guarantee-seg-how-long-till-it-s-set-up-11164 Unfortunately it doesn't really help you and the only advice I can give is to go to Octopus instead.
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