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

Here is a screen shot of when i get when i log into my online account

Hi @RogerB8 

I’m sorry to hear you had such a hard time trying to get that resolved with the FIT team but I’m really glad you’ve let us know they’ve been able to get that sorted for you now and you’re happy with the solution.

If you’ve every got any other questions in future, always feel free to pop back to the Forum.🙂

Hey @Ggyenyen,

@Shads_OVO has been looking into this for you & contacted you via private message. 

I see the same if I visit that URL. What do you see if you try to access account.ovoenergy.com or my.ovoenergy.com? And if you use the My account link on the navigation bar at the top of this page?

I’m not suggesting that any of these will get you to your account pages, but it would be helpful to rule out simply using the wrong URL.

I work for an organisation with multiple FIT meters registered with OVO. We’ve had a number of issues going back to 2021 when they were still registered with SSE in which we haven’t been receiving generation payments.

I’ve managed to resolve some of these through OVO’s FIT department and have received a number of backdated generation payments, including those from before OVO finalised the takeover of SSE.

One of these issues is regarding a meter that was changed in March 22. SSE paid us up until the meter reading submission date in May 21, and then started paying us again from the meter change date, meaning the generation payments from May 21 to March 22 were never paid. All payments from March 22 onwards are up to date.

I’ve raised this issue with the OVO FIT department who told me that because this related to a period from before the OVO takeover, I need to raise the issue with SSE. I then raised the issue with SSE who, unsurprisingly, told me that this is OVO’s issue to resolve.

Surely, if OVO had bought SSE they would have also taken on their debts which would include outstanding generation payments? We’ve received backdated payments for other meters going back to the same period, so why would this be any different?

Hi @MarkM94 ,

This is a complicated one that may be tough for a Forum Volunteer to handle.

Please wait - this is going straight to the Forum backstage for review. You’re not in trouble so please don’t worry - this just allows me to get more advice on what to recommend.

We’ll keep you posted!

Hey @MarkM94,

I’m sorry to hear this,

It’s a complex one, I’ll do some investigating & report back as per the process in this scenario. 

Hey @Emmanuelle_OVO,

Do you have any update on this?

Many thanks.

@Emmanuelle_OVO  I’m still yet to hear back. Have you managed to look into this?

Hi @MarkM94,

I’m sorry it’s taken so long for us to respond. We’ve been looking into this for you but we’d need your details so it can be looked into further.

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.

HI,

I’m currently  trying to get the doc’s together to apply for OVO’s SEG.

OVO ask for a DNO certificate to create an MPAN.

However, with my solar system I already have an MPAN and associated meter.

Will I still need a DNO certificate?

Welcome ​@scrounger ,

Please tell us which DNO you fall under and I’ll do some digging.

Failing that, please tell us what county or region you’re in.

Thanks!

SSE is my regional DNO.

Ok, which area - Scotland or down south?

Down South

Thanks. Bear with me - this may take some time as SSEN aren’t the easiest DNO to deal with.

Thank you.

Darn it. They’ve closed the lines and won’t talk to anyone.

Ok, Plan B. I’ll send you a PM shortly.

Thank you

The MPAN required is different to that used for an import .. even if it’s the same meter being used. 
Perhaps that’s the issue. 
Even with an Export MPAN assigned, with any export tariff, your supplier will need to view permission given by your DNO - even if it was issued some time ago

Does this advice help ​@scrounger? Did you manage to get through?

We had our PV/battery system installed by OVO Solar back in May, had confirmation that SEG has all been set up and the first reading should’ve been taken in September but I haven’t seen any sign of the first payment into our OVO account either in the app or on the website account portal. 
 

Does anyone have any experience in how long it takes to get the initial payment through?  I’ve tried emailing export@ovo.com a few times but haven’t had any response. 

That sounds like the wrong email address - you actually want seg@ovoenergy.com . Alternatively, try calling 0330 303 5063 and ask for the SEG Team.

Thanks for the info, I’ll try those contact details tomorrow.  The email address I’ve tried is the one mentioned in the SEG confirmation email I received from OVO. 

One other thing to consider .. I’m not aware of any export tariff being shown online. They might have changed things now they’ve been installing themselves but all export used to be totally separate from your energy account. 
Incidentally, from the info here, the SEG email is as Blastoise suggests