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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

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426 Topic threads
A
New Member*
AlnanglerNew Member*
Posted in My account
Compensation for power cut?

Do i have to claim compensation for loss of power i.e. No Electricity or are you looked after automatically.

20804
Emmanuelle_OVO
Community Manager
B
Carbon Cutter*****
bbriiiCarbon Cutter*****
Posted in My account
Octopus Energy haven’t taken payments in a while, should I be worried?

Hi, just a quick question that I hope someone can answer to ease my anxiety. My energy provider is Octopus and I’m on a fully electric Economy 7 tariff, with a manual meter. Typically I’d give them my night and day readings and later that week they’d deduct the amount used from my balance, but since the end of August they’ve taken no payments from me. I still provide regular readings and am building up credit in my account for when (I presume) they’ll take the backdated amount, but should I be worried? Does this happen from time to time? It may have something to do with them thinking I had a nonexistent second meter in my property for a while and then finally listening to me (I’d told them for months that it didn’t exist and I only had one meter, the one I provide regular readings for,) and having it removed from my account, but I wanted to know if anyone could reassure me that I’ve taken the right steps and that I hopefully don’t need to worry.

19701
Jeffus
Plan Zero Hero
J
New Member***
JrushyNew Member***
Posted in My account
Why didn't my balance update when I entered my meter readings via my online account?

Hi hope you can help I joined ovo since feb and all going well, I’ve been sending my meter readings in monthly but this month I have been doing it weekly to make sure I’m on track, and I like the way my balance is updated straight away. This morning I gave my meter readings and although it is logged in readings my balance has not changed or updated the weeks usage in billing, is this normal? Been checking every hour but still no change , thanks

16585
BPLightlog
Plan Zero Hero
H
New Member***
hillfortNew Member***
Posted in My account
Why am I still getting charged for gas? - My faulty gas meter was removed!

Hi for the last two months I have been getting billed for gas I could not have used as I no longer have a gas meter, how do I go about having this extra charge removed from my bill. I have tried contacting ovo several times of the last couple of months due to errors in ym bill but have heard nothing from them, it took 3 months for them to accept that my meters are faulty and agree to replace them. this error is costing my at least 40 pounds per month just now in gas charges and my electrictiy chrages range from 92p to over 10 pounds per day, this i kind of expect as I am all electric including my heating, however i have been charged 10 pounds on two sepecrate days this week when i was not in my home to use energy and my heating is manuel controlled by myself. this is becoming more and more distressing I am not looking forward to see what they will be charging me next month.

414980
Abby_OVO
Community Manager
N
New Member*
Neil McQuillanNew Member*
Posted in My account
Can OVO help install a U16 gas meter if I switch?

I am currently supplied with gas from BG. As we are significantly extending the property we were advised we required a larger volume gas supply to the property. Southern Gas Networks have installed the pipework to the meter point (Not yet connected to supply at road 05/07) They said that BG will supply a U16 meter. However BG do not supply a U16 meter. What should we do?

11384
P
New Member**
E
New Member***
enlighten meNew Member***
Posted in My account
I have lots of credit in my OVO online account - why are you suggesting a large increase in my monthly Direct Debit payment?

why do ovo even though ive never missed a payment and im £110 in credit continue to threaten to raise my payment by £ 80 a month ,we are in the middle of a pandemic people are dying or losing there jobs and we get these threats to nearly double monthly payments based on ovo and there crystal ball and what you may or may not use energy wise over the next 6 months

271068
Firedog
Plan Zero Hero
A
New Member***
AdamaminNew Member***
Posted in My account
Switching to a Economy 7 (two rate) plan - how can I arrange this with OVO?

Hello,Is it currently possible to switch to an economy 7 tariff with OVO? I’m struggling to find any recent information about this as it seems like everything has come to a standstill with the impending October energy price rise.Thanks. 

321073
D
Carbon Cutter****
D
Carbon Cutter*****
dmacbrewCarbon Cutter*****
Posted in My account
Does my off-peak rate apply only to my storage heaters, or all night time usage?

Engineer fitting new meter today told me that only the storage heaters are wired up to night time tariff. This is at odds to what I had been led to believe - that all electricity used during those hours is charged at the lower rate. Which is right?

297213
G
Carbon Cutter*
D
Carbon Cutter****
DurhamVikingCarbon Cutter****
Posted in My account
Poor service following a bill query complaint - how do i resolve this?

When I transferred from SSE to Ovo I came across with a credit of around £70.  I usually had a monthly charge of around £150 (give or take) which is about £5 a day; some were cheaper than this. Then, inexplicably, the next month I was charged  £817 - which equates to £27 a day. Then I went back to around £150 a month.  There is no way on earth that I would have used this much in one month. My DD has been put up to rectify this debit. I have contacted Ovo via their chat thing but have not had a satisfactory answer or explanation when I have questioned this massive bill.On 12/06/23 I sent an e-mail complaint querying this bill but other than the obligatory “we acknowledge your e-mail” which they state that they will contact me within 8 working days - I have had no further reply or any form of communication. This is a diabolical service from Ovo and I was wondering if anyone else has had this type of poor service? How they rectified it and what I should do to get this bill looked into by

194626
D
Carbon Cutter****
E
New Member**
Euan26New Member**
Posted in My account
No electricity usage on my latest bill - only standing charges on my online account?

My latest bill (July-August) shows NO charge for electricity only the standing charge, my current billing period also shows NO usage but the figures are clearly showing in my online account. Is anyone else in the same position ?

172338
Firedog
Plan Zero Hero
T
Carbon Cutter*
ThemoidCarbon Cutter*
Posted in My account
Isolation switch - Can OVO fit one of these for me?

Hi, we're on an old fashioned fuse board and are having a new consumer unit fitted. Electrician came round yesterday and says we need an isolator switch fitting before he can do the work. Can anyone advise how i go about arranging this ? Cheers Stu

3453846
A
Carbon Cutter****
M
New Member*
Mairi NormanNew Member*
Posted in My account
How to access account for second property

Hi, already had OVO account set up for one property, now other property has been transferred to OVO. How can I add a second property to view online on my account? Each has a separate account number, but when I try to set up a second online account it takes my email address and only lets me see the first account.

4771
Blastoise186
Plan Zero Hero
stateofit
Carbon Catcher**
stateofitCarbon Catcher**
Posted in My account
So your OVO economy 7 smart meter gives you off-peak cheap electricity, but when is it cheapest?

So, some people are lucky enough, or unlucky enough depending on your lifestyle choices, to live in a house with a Dual-Rate meter. You probably didn't know you had one when you moved in. You checked the area, the schools, the bus-routes etc, but it didn't cross your mind to count the registers on your electricity meter. Of course not... No-one does that...Dual-Rate meters have TWO registers, Peak and Off-Peak, sometimes labelled Normal and Low, or even a cheerful little Sun and Moon. Off-Peak electricity is charged at close to HALF the unit rate.Lemme say that again. HALF. Half price electricity...Usually there are 7 hours of off-peak timing, which is why it's sometimes called Economy 7. Some people think it means Economy After 7pm. It doesn't...But are you Sure you know exactly WHEN your seven hours are? Many of them are Midnight til 7am, or 00:30 to 07:30... But there Are some weird and wonderful set-ups out there...There's even Economy 10, for example. Off peak electricity with tim

3609317
D
New Member***
T
Carbon Cutter****
TH3Carbon Cutter****
Posted in My account
Why am I still waiting for my tech issue to be resolved? I'm not receiving bills and can't access my account!

I am at my wits end. I have spent several hours and complained several times about this. I do not know what else I am meant to do.Around October 2021, the accounts “were updated”. This kicked me out of my account and every time I try to log in it states “oops! Something is wrong”. I was assured in December that the case was a priority and would be sorted in 45 days and I would be kept informed. Obviously that was nonsense and I discovered through yet another call to ovo that no such case had been raised. I am also not receiving any bills. Seriously, how long does it take to fix such a simple issue? On top of this, not one of my formal complaints has been responded to. Absolute farce.  

104842
Jeffus
Plan Zero Hero
R
Carbon Cutter***
Rolon11Carbon Cutter***
Posted in My account
Are these OVO text messages and calls genuine?

Hi there, I am getting regular txt messaging and even CALLS on my mobile number from “OVO” THEY SAY THERE ARE regarding my final bill, is this real Ovo ? if not how do they have my number, my name and knows that I just recently closed the account ?

2250726
Jeffus
Plan Zero Hero
D
New Member*
dreamerNew Member*
Posted in My account
How do I change the name on my OVO account?

Hi - I have an OVO account for dual fuel pay monthly, but recently got divorced. I'd like to change my name back to my maiden name, how can I do this?

1933623
Emmanuelle_OVO
Community Manager
C
Carbon Cutter*
CDovo12Carbon Cutter*
Posted in My account
Is there a price difference on the Simpler Energy Plan if paying by Direct Debit or On Demand?

Are there different rates for OVO customers on the Simpler Energy plan who pay by direct debit compared to those who pay on demand? I have seen a few posts that mention paying by direct debit is cheaper by approximately £200 per year, but does this apply to OVO or is this in reference to other suppliers? I currently pay by direct debit but nowhere on my bill does it state that there is a discount for paying by direct debit. I understand that bills are higher in winter than summer, and that charges have increased. I have factored this into my workings. I am not interested in OVO helping me to budget as I am able to do this myself. I just want to know if there is a financial penalty with OVO for customers on the Simpler Energy plan who cancel their direct debit and pay bills on demand. For information, I have smart meters for Gas and Electric, so readings are automatically sent monthly and my OVO account is currently over £1000 in credit. Many thanks in advance.

281712
M
Carbon Cutter*
U
Carbon Cutter*****
userJPCarbon Cutter*****
Posted in My account
Is OVO now excluding summer when setting minimum Direct Debit amounts?

I live in a small flat. My current direct debit has been set at £110 for several months, which (at current rates) is comfortably higher than it needs to be. In fact, just three weeks ago (23 September) OVO was urging me to lower it to £87:  Today, however, (14 October) I logged in to find OVO recommending £108 instead: To be clear, there has been no change in my (OVO-estimated) Future Annual Consumption, nor have any actual readings been submitted in the past three weeks. The sole reason for the difference is that the earlier recommendation was based upon anticipated usage up to 23 September 2024, whereas today’s figure is based upon how much OVO expects me to use by 31 March.If minimum direct debits are to be calculated on a 6-monthly basis from now on, customers are going to be faced with high direct debits over the winter and lower direct debits over the summer. We’ve been told that the great benefit of direct debit is having a payment which smooths out seasonal differences. Well, t

256330
U
Carbon Cutter*****
J
Carbon Cutter*
JanCanCarbon Cutter*
Posted in My account
Compensation for gas used to heat up water during unknown leak- Who's responsibility?

Hi,This might get long.We recently discovered a huge underground water burst that apparently had been leaking for about half a year. Our water bill only comes twice a year so it wasn’t noticed quickly at all. We fixed it within 10 days of noticing it.We had been having trouble with our gas meter readings. The smart meter stopped sending automatic readings, and when I attempted to put in manually, it kept saying “error” or that the number didn’t match with our previous reading. I called SSE (before the merge) and they also said it was abnormal but didn’t do anything to help solve. I called about once a month because I couldn’t submit a reading. I now know this is because of the water leak.Our account shows that during those 6 months of big water leak, we used 100,000 or even 200,000 kWh of gas. This a huge amount that obviously wasn’t being actively used. Before and after the leak we were using maybe between 10,000-12,000.Our gas balance shows over £4,000 for only 6 months. Again, this

165613
M
Carbon Catcher*
J
New Member*
jrtjoeNew Member*
Posted in My account
I'm moving out and want to close my OVO account, but I can't find where to submit my info online?

Hello all, looking for some advice - the app and website keep taking me round in a loop when I try to tell them I’m moving next week- just round and round the help page and another page saying to click contact us… which takes you back to the help page with no way of contacting them online. Any ideas?

1991453
Blastoise186
Plan Zero Hero
E
New Member***
evgeniypd95New Member***
Posted in My account
Does OVO report to credit referencing agencies?

Yesterday I noticed that Clearscore has my account with ThamesWater but I could not find OVO anywhere. I signed up with both at the same time 6 months ago when I moved to the UK. I pay both by direct debit.  Do you see OVO on any of your credit reports? If so, how can I make them report my performance? Thanks!

15687
S
New Member*
N
New Member***
NatshewNew Member***
Posted in My account
Cancelling smart export guarantee (SEG) contract - what's the best way?

Hi I'm just wanting to cancel my SEG contract but haven't had any luck getting through to the right people at Ovo. I sent an email asking to cancel on 1st September and have sent follow up emails with no reply. I called last week and was told someone would call me back that week but no one did. I've moved from Ovo to Octopus and want to join Octopus Agile for my export of electricity which pays much more than Ovo do 🐙 

62017
P
Carbon Cutter**
E
Carbon Cutter*****
EmmywooCarbon Cutter*****
Posted in My account
Standard of service to respond to a complaint? Compensation amounts.

Hey all! So I have a few outstanding issues with Ovo and want to calculate a rough estimate of compensation owed. They are no longer my supplier.I spoke to an online chat person who actually asked me what amount I was expecting.So I'm trying to work it out 🙂Anyone know if there is a compensation amount for failure to log and respond to a complaint? (8 weeks ago). It's mentioned on the Ovo website and is extremely vague in timescale (which seems to be a breach of regs), but I can't find an amount and can't find the correct topic on the OfGem site.

165810
Abby_OVO
Community Manager
M
Carbon Cutter****
Maureen DCarbon Cutter****
Posted in My account
What hours do engineers work?

Hi, Just wondered if someone can tell me what hours the engineers normally work.  I booked a meter repair/replacement today and have waited in all day.  It’s now nearly 5pm so can’t see him turning up now, or do they work till later?

17642
M
Carbon Cutter****
C
Carbon Cutter*
Chudi Egbuonu
Posted in My account
Why have I been charged more than my fixed monthly amount?

In the month of March, we got an alert from our bank that over two hundred pounds was to be paid from our account for our energy consumption. We quickly stopped the payment as it had not left the account. We had a fixed charge agreement with OVO Energy of £99 per month and that was what we had paid each month since we moved into our house. Since March tried several times to call OVO Energy but could not reach them as my calls were placed on hold each time for hours until I hung up.A few days ago we got a letter from OVO Energy that we had a debt of £2,239.60. That is far higher than our actual debt. For the first time, I took pictures of our bills for all the months we have lived here from December to May on the smart meter. The total is £1,029.44. Considering that we had paid the fixed charge of £99 in January and February amounting to £198, our actual debt is £839. I have sent a mail to OVO Energy attaching the pictures of the monthly bills.What do we do now?

185815
Abby_OVO
Community Manager

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