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

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Tutorial

Do I need to submit a meter reading or do anything ahead of the price c...

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Blog

What’s happening with energy prices? Let’s take a look.

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Tutorial

How does OVO Energy calculate my Direct Debit?

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642 Topic threads

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New Member*
S26o09l12New Member*
Posted in My account

Damaged the gas pipes and electricity cables when doing work on our driveway - how can we arrange a meter fitter as DNO have visited already?

Hi, we have been installing a new drive. We have caught the gas and electic cables, and have had a fire in the fuse box cupboard, gas and electric board have been out, and a new electric cable had been installed, but we need a new meter fitted please asap, as we cannot reinstall electricity into the house , we have an 83year old living here,  so its quite urgent we get it sorted out.Many thanksSandra Thompson 

2
Tim_OVO
Community Manager
1 month ago
S
Carbon Cutter*
Steve6048Carbon Cutter*
Posted in My account

It looks like I went for a fixed plan but don't remember requesting this - should I cancel and go back to the standard variable tariff, Simpler?

Can anybody help?I tried to talk to support team, and couldn't get an explaination.Oct 21, my 2 year contract ended. Nov 21 to Mar 22 on the simpler tariff (variable, government capped rate). This also had no exit fees.Going through my last 3 statements, i have noticed the tariff name changed to Better Engery with a year contract and exit fees, from the April 22 statement.Is this the lowest variable rate (government capped rate? Or did they move me without asking?Can they do this? Or should I contact ofgem? Any help would be great.

7
Jeffus
Plan Zero Hero
1 month ago
A
New Member**
andyhadfieldNew Member**
Posted in My account

Can OVO upgrade my meter tails and how much would this work cost?

How much do OVO change to have meter tails upgraded from 16mm2 to 25mm2?

6
Blastoise186
Plan Zero Hero
1 month ago
T
New Member*
tobyjNew Member*
Posted in My account

Can OVO/SSE install a meter for a new gas connection?

We have a new gas connection being fitted soon and want to get SSE/Ovo to supply gas (we have Electricity already).  Called to try and arrange fitting a new meter but there seems to be no process for this.  How can I do this? 

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Blastoise186
Plan Zero Hero
1 month ago
A
Carbon Cutter*
agardner1Carbon Cutter*
Posted in My account

Original and very old electricity main fuse needs changing - how do I get this replaced?

We recently had an electrician in who said we have a very old and the original electricity supply box, even though we have a smart meter. He described it as “a biscuit tin” and it needs changing because it will be increasing the amount of energy we use. I have attached a picture of what it looks like. Who would I contact to change this and can they do it as I don’t want to be charged more than necessary, especially as all other costs are increasing.

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Blastoise186
Plan Zero Hero
1 month ago
G
New Member*
Glyn JonesNew Member*
Posted in My account

What is the best way for an OVO customer to raise a gas crossed meter query?

Hi AllWhat is the best way for an Ovo customer to raise a gas crossed meter query 

1
Blastoise186
Plan Zero Hero
1 month ago
L
Carbon Cutter*****
Lionhart127Carbon Cutter*****
Posted in My account

Energy theft from a neighbour - who do I contact to report it and get it investigated?

I am not a OVO customer.  I strongly suspect an OVO customer who is stealing electricity. This person is an electrician, and is quite capable of doing this.  I can not reveal who this person is, but he is  NOT struggling to pay his bill.  This person in my definition is quite wealthy.  Recently I saw a poor mother on TV with a disabled child, struggling to pay her energy bill, and was in tears!   Does anyone know what procedure OVO takes to make an investigation, and is the police involved. Thanks

2
Blastoise186
Plan Zero Hero
1 month ago
P
Carbon Cutter***
ProggableCarbon Cutter***
Posted in My account

Why does my online account show I've got a smart meter? My smart meter installation was cancelled!

I'm trying to submit meter readings for May via the account management web app. Electric allowed me to submit as normal. However, the gas meter section suddenly thinks I have a smart meter installed, and won't let me submit readings via the browser (the iPhone app seems to let me submit, but then is overwriting any manual readings with fake smart meter readings). The previous manual meter reading history for gas has disappeared. I don't have a smart meter installed for either gas or electricity. An engineer did attend back in November, but had to abort the install on the day due to connectivity issues with the gas meter part. He reverted both gas and electric meters to the previous dumb units, and I've continued to take manual readings…. which has been working just fine up till now. Is there perhaps a general fault with the meter reading submission web service, currently… anyone else experiencing this? Or is there maybe a data issue with my account? “Good news” and I “don’t need to do

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Tim_OVO
Community Manager
1 month ago
S
Carbon Cutter*
stickmanCarbon Cutter*
Posted in My account

How do I calculate to choose a fixed tariff or stay on the variable Simpler? Estimated cost or unit rate?

Hi Folks, I’m aware this may be  a very simple question for some of you that are better-versed in energy bills, so please excuse me if it seems obvious. However, I’ve been having some headaches working out whether or not to take up a fixed rate deal…. Currently, I’m on a variable tariff and usage costs an average of £108 per month. Ovo offered a fixed rate with an estimated bill of £164. At first sight, I see a 50% increase in my monthly bill and it seems like a good idea due to the predictions that the cap will rise by 78% in October. However, the unit rates are far more than 50% higher. Gas, currently at 6.93, is quoted at 16.23 kwh under the fixed rate tariff offered (134% increase) and Electricity, currently at 26.05, has been offered at 54.39 (108% higher).  We joined Ovo at the end of February, so my suspicion is that they have estimated usage based on these warmer spring/summer months. Would I be correct in thinking that what seemed like a 50% increase - from looking solely at e

4
S
Carbon Cutter*
1 month ago
D
Carbon Cutter*
DaveF10Carbon Cutter*
Posted in My account

Why is OVO app showing no meter reads since for weeks and making up costs?

My meter data is missing from app since 19th July but it is showing a made up daily cost. I know this because cost has gone up whilst we were on holiday!!

5
D
Carbon Cutter*
2 months ago
C
Carbon Cutter*
Cbartleman428Carbon Cutter*
Posted in My account

Why haven't I received a bill / statement?

  Why didn't OVO give me statement for the period 16/12 to 14/01 or take any direct debit. Today I received 2 statements one for the period 16/12-14/01 and then 15/01-16/02 both listed as February statement!!!! OVO is starting to go downhill  

49
T
New Member*
2 months ago
R
Carbon Cutter***
RobchCarbon Cutter***
Posted in My account

How can I cancel an accidental renewal caused by a bug on the online account?

Hi there. Has anyone else out there had the same experience as me. I was checking to see if my latest bill was available on the OVO app when I noticed they were offering me one and two year fixed deals. I innocently clicked on the link to see how much it would be, only to find that I was instantly signed up for a two-year fixed contract which I didn't want. I now have to go through the process of trying to get them to cancel it within 14 days. Is it just me that thinks this is outrageous. Surely there should be a minimum of two steps to allow you to first see the rates they are going to charge you so that you can decide whether it is something you want or not. I am absolutely horrified that OFGEN allows them to do it.

47
R
Carbon Catcher*
2 months ago
O
Carbon Cutter***
OrsonCCarbon Cutter***
Posted in My account

How can I escalate my billing complaint? I've raised the issues to the Support Team and things still aren't fixed!

I’ve been with OVO for years. Something went wrong with the billing when I renewed my plan last year. Smart meter readings were not being reflected in the statements. When I called, they confirmed that the problem was OVO’s end - they were getting regular readings from my meter. They said they’d get it fixed.The next day,  I also got an email about a new direct debit mandate and I had to reset my password to log in on the app. When I  logged in, I discovered my statements were gone, and it said I needed to read the meter. There was nothing about my (working) smart meter. (I’ve included a pic of my statement history which is, um, missing the statements….)I called. The person I spoke to said it would take about 10 working days to fix. Needless to say, it wasn’t fixed and there was no communication from OVO.I called yet again. I was told that they needed to fix my account having moved it to a different billing platform and that they would call me the next day with an update.No one called.

26
O
Carbon Cutter***
2 months ago
Jess_OVO
Community Moderator
Jess_OVOCommunity Moderator
Posted in My account

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

Updated on 14/04/22 by Jess_O Not yet made the smart meter upgrade and need to send us your monthly meter readings? The easiest way to get these over to us is by logging in to your online account or OVO app (download for Android or iOS).  On the menu bar (to the left or top right hand corner on mobiles) you’ll see the ‘Meter Readings’ option, click this to reach the ‘Meter Readings’ page. Exact appearance may vary Here you’ll see the meter serial number for each of your meters as well as the last meter reading that was submitted and the date this reading was received. If you’ve got a traditional meter, you can view a full run-down of all the meter readings you’ve previously sent us by clicking ‘view reading history’.  Exact appearance may vary You can click ‘Back to meter readings’ to go back to the main Meter Readings page, from here you can submit the reading for each meter by clicking the ‘Send reading’ button. Exact appearance may vary This page has a handy guide to reading your me

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L
New Member*
2 months ago
A
New Member*
Awm55New Member*
Posted in My account

Why is the recommended Direct Debit so much higher on the fixed plans I'm being offered in my renewal period?

Hi I’m currently paying £85 a month on my plan which ends next month. The new plan amount is now saying £360 a month fixed for 1 year. I’m in a 3 bed house with 2 young children and seems a huge increase which I’m not going to be able to afford(and frustrating that I have friends in 4 bedroom houses only increased to £165 a month) I’m constantly on hold for hours when calling up and the online chat disconnects me when I mention my concerns so I don’t know what to do?

15
W
Carbon Cutter**
2 months ago
W
Carbon Cutter*****
Wilson02Carbon Cutter*****
posted in My account

Renewal dilemma discussion - What's the best option (fixed or variable) in the current energy market?

Hi everyone I have been a dual fuel customer with Ovo for over 7 years and have always ensured I get the best fixed rate deals possible. My dual fuel fixed rate deals expire on different dates (long story). My electric fixed rate deal expires 04/12/21 and my gas fixed rate deal expires in June 2022. For this reason, I am only asking about my electric as this deal is about to end. Taking into account that fellow forum members can only provide non-binding guidance and thoughts, I wondered what everyone's views are about the following...... Based on the information below, if you were me, would you lock-in to a new 3 year fixed electric deal commencing on 05/12/21 (note: the rate cost I am being offered has fallen twice in the last 4 weeks!!). Here is my situation: Current electric deal (05/12/19 to 04/12/21):Unit rate: 15.22p/kWh Standing charge: 27.40p/day New 3yr electric deal (05/12/21 to 04/12/24):Unit rate: 25.41p/kWhStanding charge: 25.64p/day Price capped variable rate:Unit rate: 2

41
N
Carbon Cutter**
2 months ago
M
Carbon Cutter*
mike fCarbon Cutter*
Posted in My account

Cooling off within 14 days - Why can't I cancel an accidental renewal on my online account?

why is it there isn't any where on the website to cancel  a switch to a 2 year rate by accident ? . i wanted to look at the tariff as i was on a variable rate and by accident i pressed the switch my tariff button . i have 14 days to cool off but the website doesn't facilitate that , why not ? A cynic would say that you do this on purpose .

29
Jeffus
Plan Zero Hero
2 months ago
B
New Member*
Bhushan LaddhaNew Member*
Posted in My account

Account wasn't made in my name after I moved in, as it was halfway through switching from SSE - how to fix?

I am new tenant,  just moved into property ***edited by mod*** on 30th April 2022.I have created account on SSE in May month but I didn’t any account creation update from SSE.As per discussion with SSE customer care, account was in transfer mode from SSE to OVO. So I am not sure weather account is created/updated with new agreement details.I am receiving bills with name of older tenant so worried do I need to pay those bill with older tenant account.I have below queries:When account will going to update with my nameI moved in property on 30th April so request to provide bill from this date on my name.Thank you.Regards,Bhushan Laddha

4
E
New Member***
2 months ago
Jess_OVO
Community Moderator
Jess_OVOCommunity Moderator
Posted in My account

How to fix login issues or error messages with your online accountTutorial

Updated on 25/01/22 by Jess_OVO  When something’s gone wrong with your online account or OVO app login  Login BasicsOnce we’ve updated our online account, you’ll only be able to log in using your email address, your Customer ID number will no longer be recognised. You’ll only be able to set one password per email address. This means that if you’ve got the same email address registered to multiple accounts, all these accounts will use the same password. This also means that password resets will affect all accounts.If there's no email address registered to your OVO account, you won’t be able login. You can register your email address when you first join us, or by reaching out to the Support Team if you’re already a member.  First StepsIt’s always best to check we hold an accurate email address for you. A good way to confirm this is to see whether you’ve received any emails from us already, this could include your welcome email or monthly summaries.Our Support Team can help correct or reg

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C
Carbon Cutter*
2 months ago
T
New Member*
Teresa0410New Member*
Posted in My account

Solar PV panels being fitted and end of fixed tariff - is it worth staying with OVO or better export / import deal elsewhere?

Hi I've just come out of my fixed rate and haven't switched supplier yet. Does anyone no if staying with ovo is worthwhile as don't seem to be able to get any info on sell back of left over electric and how much they charge for draw down at night to charge your car 

1
Jess_OVO
Community Moderator
2 months ago
K
New Member*
KATIEBNew Member*
Posted in My account

Why are OVO taking money from me by Direct Debit when they cancelled my switch to them last year?

A year or so ago I switched to OVO. DD was set up then they declined me as a customer because of my smart meter. I noticed they have been taking £54 a month recently.   Not in an account I really use. They have acknowledged their mistake by email.  Asked me to phone.  Impossible to get through.   They are now still taking my money.  Two weeks waiting for a reply from them again from customer service and complaints.   They are now stealing from me. Before it was a mistake,  now they know what they are doing.  I don't know what to do? I can't get to speak to anyone!

2
Jess_OVO
Community Moderator
2 months ago
M
New Member***
MogwaNew Member***
Posted in My account

What is the current price capped tariff for two rate economy 7?

what is the current capped tariff for economy 7

3
Blastoise186
Plan Zero Hero
2 months ago
S
New Member*
StewMagooNew Member*
Posted in My account

What needs to happen to move our gas meter from inside garage to outside wall of garage?

Hi all. We are looking to move our gas meter from the inside wall of our garage to the outside wall of our garage, so not moving far, same location, just the other side of the wall. Looking for advise of getting this work done, I’ve been reading through past posts about this on the forum and just need some advise as to who can complete the work. I understand that for £145 our supplier can assist with a gas meter move. I’m not sure if the DNO need to be involved as the pipework for the gas already comes in from outside the house where we would ideally like the meter moved to (see photos) , it would also help with costs if the DNO were not required.The reason we want to move the meter is that we have recently moved into a new house, and currently getting a new kitchen installed. Prior to this though we are getting a new combi boiler installed and placed into the utility room, logistically it would be easier for the install if the gas meter was on the outside of the house. Firstly for the

1
Jess_OVO
Community Moderator
2 months ago
L
New Member*
lauraframpNew Member*
Posted in My account

How can I cancel my smart meter installation on a weekend?

I need to cancel my smart meter installation booking for tomorrow but the online links don’t work either via the booking email that was sent OR via the OVO portal. OVO phone lines are also shut. Have emailed hello ovo email address hoping that might do the trick. Any other ways of getting this cancelled given the online links don’t work? Thanks  

7
P
Carbon Cutter*
2 months ago
G
New Member***
guyrichardsonNew Member***
Posted in My account

Why aren't the meter readings I submit being accepted since my account joined OVO from SSE?

I have been trying to submit my meter readings for months and have tried via the following channels:Online Support Chat Phone call to support Support phone call passed over to billingEach time the reading is registered as OK but in the end ignored and my meter reading stays the same as it was in January.I am a customer recent transferred over from Southern. My meter reading history is one I managed to submit in Jan 2022 and then various spurious ones from 2018 which are higher than 2022 for some reason. Presumably the heuristics behind the submission process are rejecting the submissions for some reason.  

9
L
Carbon Cutter**
2 months ago
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