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

Wow, that was quick!  Ovo, surprisingly, didn’t drag things out to the limit with mine.   Hopefully yours will be the same.

Either way I might just frame this and put it on the wall..!

When I dial 0330 303 5063, there is no option 4. Only 1 or 2. What am I doing wrong?

From memory you have to wait for the first set of options to be read out and ignore them.  Then it asks you a second set - then you can chose the option for the FiT team…

I tried that, but now it wants my account number (I can’t trace ever having been given an Ovo account number.)

I ignored that bit too!  I think it’s only gas/leccy customers who have an account number...

Just press # at that prompt and it’ll skip

Well stone me! (as Tony Hancock used to say - showing my age there). I ignored the account number prompt as well and was offered a menu with Option 4 Fits, and (roll on the drums) the phone was answered immediately!

The agent had to refer the case to the back office payments department (surprise, surpise), but she gave me a case number and said I should get a response in 2 business days. I won’t hold my breath.

Wow, you’re getting the VIP treatment!  I had to call several times and escalate to a manager before my issue was passed to the “back office”.

Then it was loads of chase calls and a complaint and eight weeks wait to be able to escalate to the Ombudsman before anything happened…!

Hi All, I’m looking to move to OVO to benefit from the Vaillant heat pump deal, but already have solar panels and I’m not clear on the export tariff that applies.

Can anyone confirm if I would receive 4p/kWh or 15p/kWh?

Cheers all

Pete

Hi @PeatF , I’m fairly sure that the higher solar rates with OVO are only if you have solar installed by them. See footnotes
You can use any authorised supplier for a SEG/FIT account which doesn’t have to be linked to your energy supply account

I’m so pleased to hear you finally had some success @elljay! Sorry it’s been such a long, frustrating process for you.

Have you had your response yet @bxcfilm?

Hey @PeatF,

Welcome to the OVO Online Community,

 I can see BPLighlog has already given some helpful advice here. Just wanted to add the following topic:

I’ve added heat pump and solar badges to your account so that other green tech enthusiasts can identify you 😊

Thanks @BPLightlog I can see the note and suspect you are correct but would like someone from OVO ideally to confirm for sure. 
 

This is the footnote and it’s referring to a special rate if buying batteries and solar from OVO.

@Emmanuelle_OVO I’m just asking for confirmation if OVO can give me 15p / kWh when I move to their supply with existing solar setup. 

Cheers 

Pete 

3 If you buy solar panels and a battery from us, and OVO supply your energy, you'll be eligible for our anytime SEG rate of 20p per kWh rate (correct at 1 January 2024). You'll need to sign up to our SEG tariff to get this rate. This SEG rate is exclusive to customers who get solar panels and battery from OVO. You’ll also need a smart meter.

 Hey @PeatF,

BPLightlog is correct here. You can find out more about our SEG for customers with existing solar panels in this topic:

Nothing yet. What’s the next stage, I wonder?

Hi @bxcfilm, 

I’m sorry to hear this.

I’m going to have our Forum_Support team reach out to you so they can help you further with this. Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview.

Many thanks!

Hi, it would seem that I am not the only OVO customer that can’t get a FIT payment, we also were moved over from SSE to OVO and have not received a payment since 25/05/22. It would seem that all records seem to be lost, when I sent a reading in OVO said it was too high so I sent them a photo of our meter ( more than one ) and emailed, spent literally hours on the phone being promised we would get a payment, “ just wait till the end of the month “. Well, many months have passed and todays call ended the same as all the others, its on its way, but I cant tell you how much it will be, so What the hell are OVO playing at ? and what can be done to move them on to being honest and admitting their service is not as good as they say. Sorry to go on but this is how I feel after another fruitless call.

Hi @RogerB8,

I’m really sorry for the issues you’ve been experiencing, that’s definitely not the experience we want for our customers.

I’m going to have our Forum_Support team reach out to you so they can help you further with this. Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview.

How do people see F.I.T. tariff statements? It seems impossible since ovo took over from SSE. I use to

get statements regulary with SSE but no since 25/11/2022. Can anyone help me please.

Hi @bobbymore1966,

I’m sorry to hear this. 

You should receive your FiT statements at the start of May, August, November and February. If you haven’t been receiving them please reach out to the team on 0330 303 5063 and select ‘4’ when the IVR instructs you to do so. You can also email the team via fits@ovoenergy.com. They should be able to help further with this.

Think yourself lucky you have a smart meter to begin with to export your generated energy. I’ve been constantly pestering ovo to try and get a smart meter installed so I can export my surplus energy from my solar panels and all they keep telling me is will be several more months before they upgrade me. I’ve been asking for just over a year now. Also I’ve been waiting over two years for my online account to be up and running. Ovo is a joke now. They couldn’t run a bath let alone a company. 

I have finally had a result with my battle to get the feed in tarifF from OVO, It has been a very frustrating time but I am glad to say that now OVO have made things right and I am happy with the outcome. If you persevere and can talk to someone, you can get a result, admittedly, things only changed after I complained on this forum.

Hi @Ggyenyen,

I’m really sorry to hear this. 

Were you given a reason as to why you’re not able to get a smart meter fitted yet? Are you able to provide some pictures of your meter set up so we can try to advise further. 

Are you/were you previously a Boost customer? I’m just trying to understand why you’re unable to access your online account. Please provide more information about this if you can.

It may be worth contacting our Support team so they can look into this further for you. I’m afraid we don’t have access to your account via the forum.

Please read the messages I sent to you Shads and here is a photo of my meter setup