Not sure if this is a known ‘feature’, however during a switch into OVO, if a member has an existing fuel (in my case gas, with electricity coming onboard), I’m effectively locked into the onboarding page until my switch goes ahead.
This also stops meter readings being submitted until either: the member accesses a new or previous email request to submit a reading, or the switch is within 5 days, at which point they can submit both readings.
It also means the member is restricted from viewing their existing bills or usage - basically they can only update their contact details.
This is both on the app and website.
Also, only the app states the start date, the website doesn’t.
Best answer by Tim_OVO
I’ve confirmed with the billing platform developers that an online account homepage will change to a much more limited ‘onboarding’ style (joining us) display, when a new fuel is being added. This is just as you mentioned.
However they’re working on maintaining the live profile for the fuel already on supply, whilst also providing a way for the customer to track their ‘onboarding’ second fuel, and submit their opening meter reading.
As you’ve experienced, if an opening meter reading is submitted for a fuel that’s already on supply, an error message is generated. This is because a customer can only submit an opening meter reading +/- 5 days of their supply start date.
We’ll be ensuring the display to submit an opening meter reading is only available for the fuel that’s joining us.
One change I can confirm is that we've recently made a change to the messaging, which makes it clear that there is a fuel joining us (see attached screenshots), but we appreciate this isn't ideal. e.g
I’m sorry that experience isn’t a bit better, it’s being worked on!