Our SSE FITs account has just been transferred to OVO - already we are singularly unimpressed by the ‘help’ OVO customer service have provided, and reading through the horrific stories on this forum of FITs payments being delayed by 6 months and more, we feel that we should remove our account to someone who gives a (insert expletive) about their customers. at the earliest opportunity. We were only given a week’s notice by SSE that our account was being moved. So, two questions: how do we shift to another FITs Licencee (we have the Offgem list and our current supplier is one of them - better the devil you know, as they say); Second, as our last payment from SSE was for the period up to June 2022, how do we get a final payment for the third quarter plus any intervening days at transfer out of OVO without having to resort to *edited by mod*
How do I move my feed in tariff (FIT) contract AWAY from OVO?
Best answer by Emmanuelle_OVO
Updated on 07/01/25 by Abby_OVO
Hi
To switch your feed in tariff (FIT) to another supplier all you need to do is contact the FIT team of the supplier you wish to switch to, many will have online applications.
They’ll then contact us through Ofgem to let us know you’re leaving, and will ask you for a reading on the day of your switch. They’ll use this to open your new account with them and close your account with us. We’ll then make sure you get your final statement and payment in the upcoming payment month.
Here is a useful FAQ page about feed in tariffs, it also has the contact details for our FIT team if you need them.
You can speak to our FiT Team by calling 0330 303 5063 and selecting ‘4’ when the IVR instructs you to do so.
Updated on 07/01/25 by Abby_OVO
Hi
To switch your feed in tariff (FIT) to another supplier all you need to do is contact the FIT team of the supplier you wish to switch to, many will have online applications.
They’ll then contact us through Ofgem to let us know you’re leaving, and will ask you for a reading on the day of your switch. They’ll use this to open your new account with them and close your account with us. We’ll then make sure you get your final statement and payment in the upcoming payment month.
Here is a useful FAQ page about feed in tariffs, it also has the contact details for our FIT team if you need them.
You can speak to our FiT Team by calling 0330 303 5063 and selecting ‘4’ when the IVR instructs you to do so.
Switched to OCTOPUS in October. Sent 1st meter reading in December and they paid me within 8 days but still no payment from OVO-disgraceful OVO for June to December , it's MY MONEY OVO.
Hello mwalim. Did you ever get paid what you were owed? I'm in a similar position now, and wonder if you have any tips.
Yes MLOWEN, I did and very happy switching to Octopus - get paid within days of sending in reading. Ring the number given. 'You can speak to our FiT Team by calling 0330 303 5063 and selecting ‘4’ when the IVR instructs you to do so.' Say you are an ovo customer to get through when you select '4'. Contact Octopus via their form and say you wish to switch. I had no contact from OVO but once I'd initiated switch with OVO that date was the switch date. Eventually OVO gave me my money - about 2 months later. In the meantime I had 1 payment from Octopus. Hope this helps.
After 7 months of pure aggro with OVO, having been auto migrated from SSE we have given up trying to resolve the issues caused by OVO and decided to switch suppliers. We have tried and failed to get OVO to treat us with fair customer service, and despite several interventions by Ombudsman services are still not in a position where we get proper service as both a high winter consumer and a high summer provider of Power.
Facts;
It took more than 4 months to get our import billing correct after merge, with opening and closing figures for bills being based on estimates despite us supplying meter readings.
7 Months from merge and we still have no detail from our FITS readings and Export readings or accurate statements.We have never been able to add an Export reading to our account online as OVO refuse to make this provision available, and e mails sent to the FITS team are never answered, a standard acknowledgement of receipt “ we are very busy you know!”
Due to no statements being provided we have not been able to process VAT invoices to OVO and we are still owed monies for these.
We informed OVO 3 weeks ago that we were switching our FITS and EXPORT accounts and have today been told by the new company that OVO are not cooperating. ( We have been informed by other operater this is common with OVO)
We have today informed OVO that we are due to switch our Import account also, on 26th, this Friday, we doubt this will happen either. So much for “Faster Switching” claimed as industry standard by OVO.
OVO customer service in South Africa is either unwilling or unable to make any real adjustments to customer sccounts or respond to inputs.
The billing team and the FITS department being “Non customer facing” as it was put to us is a travisty of customer interface and should be rectified with urgency.
We are now in a position of LIMBO What more do we need to do to escape theis truly awful company OVO have made it fairly clear to us that we do not fit into their very narrow view of a customer base and yet now don’t want to let us Go!
Frankly OVO has been the worst company it has ever been my misfortune to deal with, and I’m sure this won’t be posted but this so called Forum (OVO LOVE FEST ) is part of the problem.
Go ahead and delete/unsubscibe me from OVO it won’t make any difference now as any dealing from here on will likely have to be via the courts.
Hi
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.
Has anyone gone through the process of switching from OVO for their FIT payments and was it worth the effort?
My FIT payments switched automatically from SSE to OVO about 14 months ago. Whilst the payments have been made, they take significantly longer to make the payments than SSE. However, my main gripe is that, despite a lot of chasing, they are not paying the VAT on the export which SSE used to do. When you try to contact them, you just get the same generic message that every rubbish company gives since covid “extremely high volume of calls ….”
Sick of the terrible customer service but wondering if moving is worth the effort.
Hello, when trying to transfer from Ovo fits to BG fits, the application was refused by BG. The reasons were a) no schematic diagram of the battery system. b) incorrect fit recipient. When I took this back to OVO, the account had already been closed. I have provided the necessary correct info, but Ovo refuses to reopen the account and correct the Central Fits Register. British gas fits cannot accept my application until the CFR has been corrected by Ovo. I am entitled to 7 more years of fit payments, so really cannot afford to lose this income. OVO PLEASE HELP!!!!
Hey
I’m so sorry to hear this, it sounds like a really frustrating experience. I’ve found some topics which may be helpful to you:
Please keep us posted with how you get on.
Thank you for letting me join the forum.
I made a complaint to OVO on 17/01/2025. Sadly, I have not yet received neither an acknowledgment or a reply.
It seems that I am not alone in realising the need for battery registration. However I have provided a schematic line diagram of the installation to OVO. This I obtained from the installer.
I spoke to one of your agents yesterday, who informed me that the CFR payment recipient has not yet been changed to my name
British Gas, my energy supplier have confirmed that they cannot enrol me onto their fits system until OVO correct my data on the CFR. So could this please be carried asap. Davee
I’m really sorry for the experience you’ve had
If you need to speak to our Team you can call 0330 303 5063 and selecting ‘4’ when the IVR instructs you to do so. You can also email the team via fits@ovoenergy.com for the FIT team or seg@ovoenergy.com if you’ve got SEG with us.
With regards to your complaint this information taken from our website might be helpful:
Step 2: we’ll escalate your complaint within OVO
Sometimes, we’ll need to pass your complaint to our specialist complaints team. They’re highly trained and speak to people across the business to help us put things right. We use the complaints team if:
- The issue is more complicated than usual, and needs a more specialist skill or other team members to resolve it
- The customer care team isn’t able to solve your complaint quickly
- You’re not satisfied with what we’ve suggested
If you feel that our specialist complaints team hasn’t been able to sort your issue, you can email the team of our CEO, David Buttress.
Please include your complaint case reference, your OVO account number, address, and a summary of what’s happened, including why you feel your complaint hasn't been resolved.
Step 3: taking your complaint outside of OVO
If your complaint has taken over 8 weeks to be resolved, you can speak to the Energy Ombudsman. You can also speak to them if you’re unhappy with our actions or if we’ve written to you with a final decision that you disagree with. This is called a “deadlock” letter.
The Energy Ombudsman gives a free, independent service. They’ll review what’s happened so far, and how we’ve handled your complaint. Then they’ll decide if we should have done more – and what we need to do to put it right.
27/02/25, my 19th phone call to ovo I was connected to a lady called Sophie, she is a fits team leader. I explained the situation, Sophie found the complaint and promised to call back next week to report progress. 03/03 Sophie phoned to give me an update. 10/03. Sophie rang to inform me that the account had been reopened. 21/03 Sophie phoned and told me that the CFR had been corrected. The problem started 23/12/24, resolved, 21/03/25. BIG THANK YOU to Sophie. no comment about rest of it.
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