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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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Blastoise186
Super User
Blastoise186Super User
Super User
March 8, 2024

Just press # at that prompt and it’ll skip

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!
    B
    Newcomer
    bxcfilm
    Newcomer
    March 8, 2024

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

    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.

      elljay
      Newcomer
      elljay
      Newcomer
      March 8, 2024

      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…!

      P
      Newcomer
      PeatF
      Newcomer
      March 10, 2024

      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

      BPLightlog
      Super User
      BPLightlogSuper User
      Super User
      March 11, 2024

      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

      Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
        Emmanuelle_OVO
        Retired Moderator
        Emmanuelle_OVO
        Retired Moderator
        March 11, 2024

        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?

        Renewable Energy? Big Fan.
        Emmanuelle_OVO
        Retired Moderator
        Emmanuelle_OVO
        Retired Moderator
        March 11, 2024

        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 😊

        Renewable Energy? Big Fan.
          P
          Newcomer
          PeatF
          Newcomer
          March 11, 2024

          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.

          Emmanuelle_OVO
          Retired Moderator
          Emmanuelle_OVO
          Retired Moderator
          March 12, 2024

           Hey @PeatF,

           

          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

           

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

           

           

          Renewable Energy? Big Fan.
          B
          Newcomer
          bxcfilm
          Newcomer
          April 21, 2024

          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?

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

           

          Show more replies
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