I'm moving out and want to close my OVO account, but I can't find where to submit my info online?

Hi on the 1st of this month I called Ovo to tell them I had moved home on that day. They supplied my energy on my previous address. I went through the whole set up credit check quotes etc - and finally agreed on my new tariff. I was told I would get a confirmation letter no later than 3 days after that call. 3 days now and no confirmation letter.

They also took my bank details to set up a new direct debit (same bank account as my former address) and I asked should I cancel my current direct debit - which was told yes as a new one will be set up. So cancelled old direct debit then got an email yesterday asking why I cancelled direct debit! And I could be in default.

So I checked my online OVO account and its still showing my old address with no mention of house move and its been 3 days since me calling them. Does anyone know how a house move with Ovo actually works ?

Im worried because the landlady of my new property has instructed her current supplier that she no longer needs them to supply her (british gas and Eon) if something went wrong with the house move request will i just be cut off ? No pre payment here and i dont want one.

Any help on this appreciated as im quite concerned I have heard nothing thank you Dex

When you move into a new home the energy is supplied initially by whoever the previous occupants were with.  While you can switch to a new supplier (in your case OVO) its likely that initially you’ll be with another company (unless the previous occupants were also with OVO).  If you are on a credit meter there’s no need for urgent action - it will all get sorted in time.  Just make sure you have evidence of the readings - both in the old home and the new.

Thank you for the reply. I am on a credit meter paying monthly by direct debit. I have taken readings in both old and new house. Just concerned as I cancelled down the DD which usually will be due 14th of Each month - as I didnt want a new and old DD debit from OVO - should i reinstate my old DD you think or just let OVO complete the house move ? many thanks for  your response :)

Hi does anyone know how long it will take to get some kind of confirmation for the home move i requested last week on the 1st Feb ? as I have heard nothing and my  online account still shows my old address

thank you

hi so now im totally confused. Last week I called OVO my current supplier to inform them of moving home. Gave them all new details - did credit check - set up new account - home move confirmed on the phone. Today I get welcome package at my new home address all good. But i have a balance owing which has not been included in my new direct debit . Also my OVO online account still shows my old address nothing updated.

I also asked last week if it was ok to cancel down my current direct debit the lady said yes. Which I did. Ovo in the welcome letter now inform me my new direct debit will be taken on the 8th of this month but have not set up a new direct debit from what I can see,

It seems they have totally disregarded my old account (without outstanding balance i owe them ) and just see my as a new customer which I am not. have been waiting nearly an hour to get through on the phone to speak to someone but still holding. Can anyone here please advise thank you

Bit tricky I’m afraid. This sounds VERY account specific so we can’t say much here. Have you tried Live Chat via https://help.ovoenergy.com ?

yeah will try live chat thanks

just trying live chat now 160 queue gave up holding on phone was over an hour no one answered. 

Ok, you should get through then. Keep an eye on it and someone will answer when they can

Hi okay I managed finally to get through to support. It seems no one bothered to close my old account down from my old address. Took them ages to work it all out. I owed money which I was paying off every month - so had to set up a new direct debit/ plan for the amount owed on my old account to pay it off in installments as they can not apparently carry historical debt over to a new account which is fine.

The problem now is when I login to my OVO online account - it still shows my old address and only the direct debit payment for my installments of historical debt.

I have no way of accessing my new account online - which is a new account number. Each time I put in my email im asked to reset my password which I do - then when i login im in my old account. Anyone know how i can create a new account reflecting my new OVO account number and my current future bills etc ? support just kept telling me its okay it will sort itself - then gave me a number which could apparently help which was in the end just the same support number.

This house move could not have been messier by OVO! thanks