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Feed in Tariff (FIT) or Smart Export Guarantee (SEG) payments - who to contact if I have a query?

Forum|Forum|9 years ago
May 5, 2017
135 replies
6501 views

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!

Best answer by Tim_OVO

Updated on 03/09/26 by Chris_OVO

Great question about your new solar panels! We’d love to help ensure you’re getting paid for that wonderful solar energy. 🌞

The answer to this question depends on when your solar panels were installed and when they were registered with an energy supplier that supports exports.

If you registered for the Feed-in Tariff before April 2019, you'll be paid for both the energy you generate and the energy you export. This means you will have a separate generation meter. The export reading can be recorded either by an export meter/smart meter, or it can be 'deemed,' which means 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 registered for the FiT or SEG with us, please send your readings at the end of each quarter: March, June, September, and December. You'll receive your statement and payment for that quarter within eight weeks. We'll send you a reminder link to submit your readings or you can submit your FiT or SEG generation/export readings directly to OVO’s support team. They will record this information and send it to the correct team.

How to get in touch with the FiT/SEG team

If you need to speak to our team about your Feed-in Tariff you can call 0330 102 7421 Monday - Friday from 9am to 5pm or email via fits@ovoenergy.com.

If you need to speak to us about your Smart Export Guarantee (SEG) you can call 0330 102 7421 Monday - Friday from 9am to 5pm or email via seg@ovoenergy.com.

Show previous replies

annmalone28

Newcomer

Ok, so I’m on an endless loop. SSE have been taken over by OVO and Ovo don’t know anything about the meter! I have to apply for it in my name but I have no paperwork as this is a council house! I’ve asked the council so waiting on them now! Meanwhile it’s costing me nearly £7/day to run air source pump @ 16* . Yesterday was a sunny day so that helped but I cannnot afford this if it’s not sorted soon. 🙁

surely it shouldn’t be this difficult,?

Abby_OVO

Community Manager

Hey @annmalone28

Sorry to hear about this.

The best thing to do will be to contact the team via email fits@ovoenergy.com and seg@ovoenergy.com, or you can give the team a call to discuss things on 0330 303 5063 and selecting ‘4’ when the IVR instructs you to do so.

I know the team have been facing back logs so timings can be a little delayed at the moment. Hopefully the council get the paperwork over to you soon.

Currently Playing: She's Electric

PeterCamb

Newcomer

I emailed fits@ovoenergy.com over two weeks ago and aside from the automated acknowledgement explaining how busy OVO is, I have had no response.

I phoned the FiTs hotline on 0330 303 5063 a few times and after listening to lots of hold music and hearing how busy OVO is a few times the line went dead.

One of the messages on the phone hold system suggested that I go to the website help, so I did that and used the “chat” option.

After the chat bot worked out that I had a FiT query I requested to speak with an agent, and was then told that I was first in the queue. After about 10 minutes, the helpful lady told me that she would love to help me but she doesn’t deal with FiT and would have to transfer me over and that would take at least another 10-15 minutes.

At this point I was doubtful that the promise of 15 minutes would be kept and decided to leave a message on the forum just in case there are better results to be had here.

In passing, I note that forum posts that I made the last time I logged a query here, some time ago, about FiT payments, have all been deleted, I wonder why.

Emmanuelle_OVO

Retired Moderator

Hey @PeterCamb,

I’m really sorry you’re struggling to get through to the FIT team,

Are you pressing ‘4’ on the IVR?

Can you explain more about your query? I’ll see if there’s any general advice I can offer.

Renewable Energy? Big Fan.

PeterCamb

Newcomer

Thank you for your response @Emmanuelle_OVO

I did not keep a record of the numbers that I pressed whilst navigating the OVO phone system but I selected the one that included FiT.

I want to switch to an export tariff and so I need to end the payment of deemed export FiT payments and I need confirmation that that has been done.

Abby_OVO

Community Manager

Hey @PeterCamb

Sorry to hear about this.

If you’re only with us for your feed in tariff (FiT) or smart export guarantee (SEG) account, you won’t have access to the OVO online account portal. You can get in touch with the right team via their contact email of either; fits@ovoenergy.com or seg@ovoenergy.com.

Alternatively, you can speak to our Team by calling 0330 303 5063 and selecting ‘4’ when the IVR instructs you to do so.

Currently Playing: She's Electric

FredE

Newcomer

I've given up. 9 months after solar panels fitted and despite submitting all the documents have never received SEG payments. Went down complaints route but never had a reply.

BPLightlog

Super User

I've given up. 9 months after solar panels fitted and despite submitting all the documents have never received SEG payments. Went down complaints route but never had a reply.

If you’re still waiting why not follow up with the CEO team