My account

All about your OVO account. You’ll find questions and answers about your energy use, charges, payments, refunds – the usual energy supplier stuff, in one place

  • 425 Topic threads
  • 6,796 Comments
Tutorial

How to book a smart meter appointment on your online account or OVO app

  • 1
  • 2
Tutorial

How to submit a traditional meter reading on your online account or OVO...

  • 1
  • 5

425 Topic threads

S
New Member**
SDoodNew Member**
Posted in My account

Why is the Greenlight weekly energy use tool on my online account showing gas I don’t use?

The weekly energy use tool keeps showing we use 9% of gas for cooking.  Bit concerning as we don’t have any gas cooking appliances, we have electric hob & oven. 

4
Blastoise186
Plan Zero Hero
11 months ago
Blastoise186
Plan Zero Hero
Blastoise186Plan Zero Hero
posted in My account

Show CodePush Sync progress indicators in the OVO Energy app - Enhancement idea

Howdy!Blaster is back, back again! I was just reading some documentation about CodePush - and I have to admit that Microsoft Docs can be a treasure trove sometimes - and I had an idea that might help to ease the pain even more whenever CodePush refreshes and updates itself in the OVO Energy app. I’m already delighted to see that the update strategy has been changed to be less forceful. Silent Mode with On Next Restart/Resume makes a lot more sense than Silent Mode with Immediate.The spinning circle by itself can be confusing sometimes, so I think it would be helpful if this minor tweak could be applied to make it clear that the app isn’t broken when CodePush is running a sync - and that it’s actually just getting some new stuff ready.I think it’ll be helpful and will make things even less painful for members. :)Just a note though. The app may have to have CodePush Sync stuff switched to Custom Mode in order to acquire sufficient control over the sync flow and be able to show the refres

5
Blastoise186
Plan Zero Hero
11 months ago
curtis
Carbon Cutter****
curtisCarbon Cutter****
Posted in My account

I'm with SSE and am thinking of switching - Do OVO offer a Direct Debit every 3 months?

asked by a customer on SSE is thinking of moving onto smart meter but wants to pay direct debit every 3 months is that possible. I am already on OVO with smart meter and so far works perfectly thank you.

4
Jess_OVO
Community Manager
11 months ago
K
New Member*
kchenleedsNew Member*
Posted in My account

How can I tell which is the day reading and which is the night reading on my Economy 7 meter?

Hi OVO,I received repeated emails concerning my meter readings and I need your help here. I have a meter installed displaying both day/ night rates, by flickering one after the other constantly. They’re marked as Rate 1 and Rate 2, not specifically ‘day’ or ‘night’.I just newly moved into this one bed flat and I'm an international student. It’s confusing even for my landlord to explain which rate refers to day/ night. But I’ve already set up a direct debit.Here are both my readings and pics for this reading. Could you help by explaining to me how to understand the numerals?Time for the meter readings: 3/July/2019, 9:30 am.The day register ID and reading: 69766 (referred to as ‘rate 1’ on my meter).The night register ID and reading: 28946 (referred to as ‘rate 2’ on my meter)    

7
Blastoise186
Plan Zero Hero
11 months ago
P
Carbon Cutter*
PeteyWCarbon Cutter*
Posted in My account

Since the online account updated, the "compare with previous month" feature has disappeared from the usage graph page - Why?

I used to love being able to compare my usage this month with the previous one, and it used to be such an easy feature to use (via a simple, obvious dropdown selection).However, since the OVO website was “updated”, that feature has just… gone.  No dropdown, no options to compare usage either monthly OR yearly.Can someone please tell me why this feature was removed?  It was really useful!

16
Jess_OVO
Community Manager
11 months ago
A
Carbon Cutter*
ambr2307Carbon Cutter*
Posted in My account

I moved house and closed my OVO account but my details have been found through 'trace and search' - how can I stop the debt collectors contacting me?

I moved house over 18months ago and moved to a new supplier. All bills were paid. I am now getting harassed by debt collectors as ovo have linked the period since leaving the house to my phone number due to a trace and search but not my name, so they won’t give me any information regarding the account. I have spoke to ovo who won’t stop the collectors ringing me as they need to find who is liable. What should I do?

8
Jess_OVO
Community Manager
11 months ago
S
Carbon Cutter*
SammiebunnyCarbon Cutter*
Posted in My account

Do I have 3 phase meter fitted instead of economy 7 and is that why my bills are high?

Hi there,  I have night storage heaters at my home I had my old meter upgraded to smart meter, I thought it was an economy 7 meter due to the storage heaters but since querying my bill I have found out I have a 3 phase meter. I dont have solar panels or an electric vehicle, this is not really a high usage household, my question is, could this be why my bills are so high? Thank you

10
Jess_OVO
Community Manager
11 months ago
G
Carbon Cutter***
Gary AlfordCarbon Cutter***
Posted in My account

Why has my online account updated and my direct debit disappeared?

When I tried to log in to my Ovo account on app this morning it asked for a password reset via the website and the App is updated (Greenlight tab now there).Since the update today it says I don’t have a direct debit set up. Before I set up a new direct debit (it was working for a year until the website and app update today) does anyone know if this is a glitch??

15
Jess_OVO
Community Manager
11 months ago
M
Carbon Cutter*****
MariapilanciaCarbon Cutter*****
Posted in My account

I've just moved in, why have I received two statements from OVO?

Hello guysWell,I am a bit angry about thisToday I have received 2 different billsOne is with the tariff I chose when I moved in in my new flat one month ago(2 years fixed plan Economy 7) and the other one Simpler Plan,which I don't know where this comes fromBetween them I have to pay £131Absolutely ridiculous,even the one I have to pay is by far more than the electricity I spent this monthCan someone explain me how can I cancell the Simpler Plan one,please???They are charging me twice!!!Please,help

22
Jess_OVO
Community Manager
1 year ago
G
New Member***
Gem44New Member***
Posted in My account

I've got no power supply, national grid confirm it's not a power cut and nothing odd on fuse box - How can I get help from OVO on the weekend?

We currently have no electricity supply, the national grid says it's not a power cut as our meter is still on, and we need to contact ovo however there shut, checked fuse box and still nothing, any help please 

17
Jess_OVO
Community Manager
1 year ago
Jess_OVO
Community Manager
Jess_OVOCommunity Manager
Posted in My account

Haven't downloaded the OVO App yet? Here's why you should...Blog

Updated on 13/04/22 by Jess_OVO Download the OVO app for Android or iOS3 reasons to download the OVO app today From checking your bank account to ordering your weekly shop, our phones have become the hub of our weekly tasks. So why should managing your energy account be any different? Download the OVO app (Android or iOS)  today and control your energy on the go, anytime, anywhere… Send us your meter readings Make sure your account is up-to-date by popping in your monthly meter readings, or you can even book a smart meter appointment here to avoid having to do this in future! See your latest energy bills Check your up-to-date balance and scroll to see how this month compares. With all your previous monthly summaries available to download, you can keep track of your energy costs wherever you are. Check your Direct Debit With an in-built Direct Debit calculator, work out the best amount to pay and adjust you direct debit whilst on the move. Just downloaded? Check out our guides to help f

2761
Blastoise186
Plan Zero Hero
1 year ago
M
Carbon Cutter*
Martha16Carbon Cutter*
Posted in My account

Error when loading opening readings on the online account - "Sending your reading is taking longer than it should. Please try again later"

I am getting an error message when submitting my Electricity opening meter reading. The error message says:Sending your reading is taking longer than it should. Please try again later. Has anyone had this issue? I need to submit my readings today.

11
Blastoise186
Plan Zero Hero
1 year ago
W
Carbon Cutter*****
waiwurrieCarbon Cutter*****
Posted in My account

Why is there a half hour difference between gas usage and online usage graphs?

HiI joined OVO at the beginning of April from e.on with SMETS2 meters installed by e.on in October 2020.  After a couple of chats with customer service I now get ½ hourly gas reading on the myOVO site (but not electricity - apparently that is a problem that will soon be resolved).I have some thermistors connected (strapped) to the heating pipes (flow, return, HW, CH and bypass) and log the temperatures on a continuous basis with the intention of monitoring the boiler/heating performance - though that is proving a challenge.Looking at the thermistor data it is clear that the water flows and boiler comes on at about 6:15am which ties up with the schedule on the Honeywell smarthome system which calls for heating from 6:10am.Looking at the Gas ½hourly data on My OVO I consistently start using a lot of gas in the 5:30-6:00am slot.This pattern is repeated over several mornings.If there was a difference of an hour it could be BST/GMT issues but not half an hour!Has anyone else noticed a discr

14
S
Carbon Catcher**
1 year ago
Blastoise186
Plan Zero Hero
Blastoise186Plan Zero Hero
Posted in My account

Mobile Magic and Appy Days - What is CodePush and why does the OVO App use it?Blog

Have you ever noticed how the OVO Energy apps seem to change sometimes, even when there’s not been an update on the App Store or Google Play Store? That’s because there’s more to it than meets the eye. And this is where some clever magic called CodePush comes in. Wait… CodePush? What does that do? Well, it’s a bit complicated but the basic concept is that a developer can create a mobile app that’s like a sort of website, blending the best of both worlds together. It also means the same code can be used for both the Android and iOS versions of the app, since CodePush takes care of making the app compatible on both platforms on your behalf. What does this mean for OVO’s developers? Speedier app updates! The developers don’t have to work on two different versions of the same feature, they can create it once and it just works. It also means that any bugs that are fixed in the Android version of the app, are usually fixed on iOS at the same time. In fact, there’s a few cases where bug repo

1815
Blastoise186
Plan Zero Hero
1 year ago
C
New Member*
CrownjoolzNew Member*
Posted in My account

My gas supply is capped - Who's responsible for the meter?

My local area had its gas supply upgraded by northern gas from old pipes to new and when they did this they ran new gas pipes up to every property and capped them. If you used gas they attached your meter and everything was uncapped and back to normal. We do not use any gas in our property so our supply is capped outside our property to an empty white box. we still have the meter we always had inside the property but its not connected to a supply or any appliances (ie cooker, heating) it just sits there doing nothing. i spoke to someone at Ovo and they wanted £80 to remove it even though it’s not connected to any supply, so we left it in as the standing charge is about the same. We are at the end of our contract with OVO now and we will save money if we change supplier. My questions are....do I still have to pay for both gas and electric with the new supplier? Who does the redundant meter belong to when we do change?

12
Blastoise186
Plan Zero Hero
1 year ago
Blastoise186
Plan Zero Hero
Blastoise186Plan Zero Hero
posted in My account

Add option to use Apple Pay and Google Pay for online payment - Feature Idea

Heya!I’ve decided to create this one in a different category to normal, since I think it’s a better fit over here than it would be in my usual den. I don’t mind having it moved to other categories though if needed.I’ve been thinking recently and I’ve got a bit of an idea that might sound unusual, but I also think it could be beneficial. Not just to improve security, but also privacy too.Over recent years, I’ve shifted a lot of my in-store card payments over to Contactless rather than Clip & PIN. I don’t have to worry about the risks of my card details being cloned this way, because I use Google Pay on my phone and don’t actually have a physical Contactless card. This also means that whenever my phone is locked, contactless payments are disabled. Good safety measure! It also shields my actual card details from merchants, who only get a Virtual Account Number and Token instead (the Tokens are also one-shot). Apple Pay also does a similar trick. You can also use these methods online i

4
Blastoise186
Plan Zero Hero
1 year ago
J
New Member*
JuliusNew Member*
Posted in My account

I can't remember the email address I used to sign up, how can I login to my online account?

We signed up a long time ago when it was under economy energy. But I have no idea what email address was used.  Is it possible to change the email address for my account?

3
Blastoise186
Plan Zero Hero
1 year ago
G
Carbon Cutter*****
gmmarcinCarbon Cutter*****
Posted in My account

How do I get the 'Live Usage' online charts and appliance usage breakdown as shown on the OVO website?

Hi, We recently joined OVO and got the smart meter installed by OVO. One of the main reasons was that OVO offered much better online portal than competitors, as in here: Smart Meters, Free Smart Gas & Electricity Meters | OVO EnergyHowever, my online dashboard looks nothing like the above and I do not seem to be able to find the real time usage anywhere. Mobile app also does not show any real time usage or the break down by appliance etc. Any help appreciated. Thanks

42
Blastoise186
Plan Zero Hero
1 year ago
A
Carbon Cutter*
Alasdair MilneCarbon Cutter*
Posted in My account

Why can I only see the option to renew my gas supply but not my electricity on my online account?

Gas plan renewed not electricity have been been billed for gas but not electricity. Can someone explain this please? 

5
Blastoise186
Plan Zero Hero
1 year ago
J
New Member**
jon-1worldsolarNew Member**
Posted in My account

Does OVO offer a Smart Export Guarantee (SEG) tariff and Smart Meters for 3 Phase supplies?

This topic seems to have trailed off in the last 7 months. Would it be possible for  @Tim_OVO  to get the latest from the metering/billing departments on this subject. Its seems that we can say:3 phase SMETS2  smart meters are available as demonstrated by GoodEnergy in August 2020. But readings need to be integrated into billing systems of companiesSo as an installer of PV systems what should I tell a sports centre for whom we’re  installing a 12kW 3 phase PV system?You will be about to claim Smart Export Guarantee in XX months time? You cannot claim SEG payments if you’re on a 3 phase supply. 

6
Jess_OVO
Community Manager
1 year ago
M
Carbon Cutter*****
martinkressmanCarbon Cutter*****
Posted in My account

Are renewal quotation prices on the online account inclusive or exclusive of VAT?

Are renewal quotations obtained via myovo inclusive or exclusive of VAT?

17
Jess_OVO
Community Manager
1 year ago
G
Carbon Cutter*****
gmmarcinCarbon Cutter*****
Posted in My account

Unable to send a meter reading via website with smart meter. Inconsistent messages.

Hi there. Another bug from me.We recently had a smart meter fitted and the readings are not yet available online. After logging in, the website displays “Your smart meter hasn't sent us any readings lately” with a button to submit a reading:However, when I click to submit the reading, the next page tells me that the meter is sending readings and there is no need to submit manually:Currently, I do not seem to have a way to submit a reading other than via Chat. 

11
Jess_OVO
Community Manager
1 year ago
gladtobegrey
Carbon Cutter*****
gladtobegreyCarbon Cutter*****
Posted in My account

Why does the 'Plan Start Date' and 'Billing period' differ on my online account?

Under “My Plan” it says my plan started on 3rd October 2020.In the “See how billing works” help it says “This [billing] period starts on the day your plan starts and on the same date for each following month (billing periods can also run by calendar month, or quarterly, too). “So why am I being billed from the 15th of the month?

17
gladtobegrey
Carbon Cutter*****
1 year ago
D
Carbon Cutter*
DavidHughNCarbon Cutter*
Posted in My account

Installing a new landlord's supply for communal areas in a small block of leasehold flats - who to contact?

We have acquired the freehold of a property with  6 leaseholders. There is no separate  electricity supply for the communal areas.  Instead the supply for communal  lighting, sockets emergency lighting, smoke alarms etc.   is all taken from and paid for by  one or other of the leasehold properties.   So we want to rewire the property  installing an extra meter in the switch room  through which  all the power for the communal areas will be taken. The total electricity consumption  for the property should not change and on that basis we have been told the existing  3 phase supply to the property  will be adequate for the purpose.  How should we proceed?

7
Transparent
Carbon Catcher***
1 year ago
Blastoise186
Plan Zero Hero
Blastoise186Plan Zero Hero
posted in My account

Integrate OVO's Live Chat directly within the OVO Energy apps - feature enhancement idea

Evening!This is my last post before I head to bed, so I might come back in the morning to improve it a little.But one of the things I’ve noticed is that the Live Chat as it’s currently implemented doesn’t work all that great within the OVO Energy app, because it’s basically pulling in the one from the OVO website directly. It works, but it could be improved.One of the ways that I think might help, would be if the Live Chat client was directly and natively integrated within the app, rather than pulled in via a WebView. Not only does this offer a slightly cleaner and more reliable experience, but it could also allow some extra magic tricks to be deployed, such as getting notifications when an agent responds and anti-disconnect protection to help recover from poor mobile network signals.It would also help with things like supporting systemwide Light/Dark Themes should OVO decide to support them later on, and better compatibility with Android TalkBack if needed for accessibility purposes.G

0
Blastoise186
Plan Zero Hero
1 year ago
Terms & ConditionsCookie settings