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fun2funky
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May 5, 2017
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Feed in Tariff (FIT) or Smart Export Guarantee (SEG) payments - who to contact if I have a query?

  • May 5, 2017
  • 135 replies
  • 6411 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 15/08/25 by Abby_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. 

 

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.

135 replies

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J
Newcomer
jmfenn
Newcomer
March 3, 2024

I received the quarterly email from OVO telling me that I can submit SEG readings. However the ‘Submit Readings’ button just takes you to a general home page with nowhere to put your readings. Any idea what I can do? (if you click the Account tab it takes me to my normal supply account and that too has nowhere for putting in meter readings). Looks like somebody has added the wrong link to the email.  I have emailed seg@ovoenergy.com but that tells me I may have to wait several weeks for a reply (and could not get through on the telephone)

Anyone got any idea how I can access the meter reading page?

Blastoise186
Super User
Blastoise186Super User
Super User
March 3, 2024

Hi @jmfenn ,

You can just email the readings to seg@ovoenergy.com or phone 0330 303 5063. If you call, you must do so during office hours as the lines are closed at weekends.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    P
    Newcomer
    PeterCamb
    Newcomer
    March 7, 2024

    Useless aren’t they!  Full of promises.  I didn’t get a reply from Raman’s team either…  The cynical among us might think Ovo are deliberately being useless so they don’t have to process FIT payments….

    I’m just waiting for my final FIT payment from Ovo then I’ll be with Octopus for FITs.  I haven’t received a statement yet and with the end of February being when I’d expect to be paid, I’m not holding my breath..!

    Stick with it @PeterCamb !

     

    Thank you for your help.

    I have raised the dispute with the Ombudsman.

    Any idea how long I will have to wait?

    elljay
    Newcomer
    elljay
    Newcomer
    March 7, 2024

    Yeay!  Time for some progress!

     

    Looking back…

    07/12 - logged issue

    11/12 - call from EO complaint handler

    14/12 - Ovo uploaded their evidence and proposed solution

    04/01 - EO called and uploaded their proposed resolution

    15/01 - Ovo uploaded their response and credited my bank

    16/01 - £150 goodwill cheque from Ovo arrived in the post ! 😁😁😁

     

    So probably a few days for the EO to phone you… 👍

      P
      Newcomer
      PeterCamb
      Newcomer
      March 7, 2024

      Incredibly, the Ombudsman complaint handler has called already, explained the process, and accepted the case!

        elljay
        Newcomer
        elljay
        Newcomer
        March 7, 2024

        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..!

         

          B
          Newcomer
          bxcfilm
          Newcomer
          March 8, 2024

          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. 

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

           

          elljay
          Newcomer
          elljay
          Newcomer
          March 8, 2024

          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…

          B
          Newcomer
          bxcfilm
          Newcomer
          March 8, 2024

          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.)

          elljay
          Newcomer
          elljay
          Newcomer
          March 8, 2024

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

          Show more replies
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