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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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Do I need to submit a meter reading or do anything ahead of the Price C...

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550 Topic threads

H
New Member**
Helen LeesonNew Member**
Posted in My account

How can I follow-up my failed 3 phase upgrade?

We have been waiting since October 2021 to get our single phase meter upgraded to 3 phase. Multiple delays from Ovo. Engineer attended site yesterday, but hadn't been told it was a 3 phase meter install, so had to leave site. Please can OVO help, we have been waiting 4 months now.

14
S
Carbon Cutter*
8 months ago
P
New Member**
Postwood
Posted in My account

Who should I contact for help removing an unused gas pipe?

I am doing some works a house and I have what I believe is a redundant gas pipe. It’s right in the middle of the kitchen so I’d like to remove it. One has safety engineer said no problem, the other one said they can’t because it’s not the house pipe. What is the right answer?  

10
S
Carbon Cutter**
8 months 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?

14
G
Carbon Cutter*
8 months ago
J
Carbon Cutter*
JacsCarbon Cutter*
Posted in My account

Why was I told my night electric meter reading is too high, when submitting on my online account?

I have recently moved into my new property middle of July and have submitted the last 2 months meter readings and been told my electricity night meter readings are too high. I do not know why this is the case as I am asleep and everything is off, besides standby items like sky tv but I have always had these on standby and shouldn't make a difference. I have a smart meter being fitted next monday 17/9/18. Confused, any ideas?

16
B
Carbon Cutter*
8 months ago
T
Carbon Cutter*
Tatty
Posted in My account

Hard of hearing customer - how can I get help from OVO Customer Support? Named contact not able to make changes for me

My elderly mother is severely hard of hearing and cannot cope with telephone calls now. She officially named/agreed with OVO for  my brother to be her representative to deal with her account however he was told on a later call that he cannot discuss/change her direct debit as she asked him to do and that instead my mum would need to telephone(!) to get a WhatsApp number for collections (or whatever the payment dept calls themselves now) to do it herself. The other option offered was for my brother to become financially liable and be named on our mother’s bill.  All my mum wants is to do is reduce the new direct debit amount as she is substantially in credit. It hasn’t helped that my mum has been telephoned by OVO since and had messages that she cannot understand and this whole experience has her sick with stress. What part of “cannot hear” does OVO not comprehend? Why can’t her representative actually represent her? We didn’t have this representative issue with a different power provid

12
Emmanuelle_OVO
Community Manager
8 months ago
B
Carbon Cutter***
barryb001Carbon Cutter***
Posted in My account

Can someone advise me about how to get an Economy 7/10 meter?

Hi,I'm an existing OVO user (for a few months now).I've been told that I can get cheaper evening bills if I install an Economy 7 or Economy 10 meter.I’ve read the advice here - what do I do next?Thanks.

26
Tim_OVO
Community Manager
8 months ago
L
New Member**
lapNew Member**
Posted in My account

Will OVO introduce variable Direct Debits where a smart meter is installed?

Will OVO introduce variable DDs where a smart meter is installed?

12
Jeffus
Plan Zero Hero
8 months ago
R
New Member***
Robbo4962New Member***
Posted in My account

Why can’t the App put the fixed costs and VAT in the chart?

Why can’t the App just put the fixed costs and VAT in the chart? Give us a true look of our costs.  yes it’s good having the up to date variable but surely it’s easy to put in the fixed costs on a daily basis.This will give a true reflection of what the bill is going to look like. 

3
BPLightlog
Plan Zero Hero
8 months ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
posted in My account

Get your Warm Home Discount queries answered here!

​​​​​​Updated on 16/10/2023 by Abby_OVO The Warm Home Discount (WHD) for 2023-24 is now open. For those in England and Wales, eligible customers will receive a letter from the Government confirming if they are eligible, and don’t need to do anything to apply. For those in Scotland, the Core Group remains unchanged and applies to those who were in receipt of the Guaranteed Element of Pension Credit on 13 August 2023. If you fall under this category, you do not need to take any action and you’ll receive a letter to notify you of your eligibility.For customers in Scotland who fall under the Broader Group, you do still need to apply - you can check out this really handy guide on eligibility criteria for the Broader Group in Scotland, as well as the homepage for the Broader group from the Government: https://www.gov.uk/the-warm-home-discount-scheme/low-income-scotland. For more information, you can check out the Government Warm Home Discount homepage.  If you think you might be eligible but

72
Jeffus
Plan Zero Hero
8 months ago
C
Carbon Cutter*****
CorgimajorCarbon Cutter*****
Posted in My account

Pay as you go vs. Pay on Demand tariffs

In recent Budget the Govt have introduced measures that will require energy suppliers to charge pay-as-you-go (PAYG) meter customers the same energy Tariffs as they charge their DD payment customers.  See following link to Martin Lewis website explaining these changes.https://www.moneysavingexpert.com/news/2023/03/extra-costs-for-prepayment-meter-households-to-be-cut/As a DD customer with a smart meter considering cancelling my DD and moving to Pay On Demand (POD) i.e. monthly bill payment in full with no credit bakance, I'm being advised by the OVO collections team that this method of payment comes with a tariff and standing charge premium which will increase my annual bill by ca £250.Other threads on DD payments in this forum have discussed at length the need for OVO (and other energy suppliers) to recover costs of POD administration.  Whether real or imagined these POD premiums are going to come into focus if PAYG customers are given rights to have their meter tariffs reduced to DD

9
J
New Member*
8 months ago
L
Carbon Cutter*
Lan1229Carbon Cutter*
Posted in My account

All my electricity meter reading's have disappeared on the App?

 As my picture shows, my gas meter reading is indeed correct and all are shown in the app. But all my electricity meter history is basically disappeared, and the meter reading from the Ovo webpage also disappeared too. I checked my recent bill, and all electricity bill is written as estimated, although the previous statement I got in the summer showed all the correct electricity meter reading. How does this happen? Is there anyone who has experienced a similar situation? Please let me know if you have any idea about this, thanks in advance!

14
D
Carbon Cutter**
8 months ago
C
Carbon Cutter*****
CorgimajorCarbon Cutter*****
posted in My account

OVO Direct Debit Forecast Period - Fair or Unfair?

On another thread I’ve been trying to make sense of OVO’s DD Algorithm as recent days have seen my recommended DD payment zooming down and then zooming up again.  However one thing that surprised me when I looked at today’s DD recommendation is that is is currently being estimated over the next 12 months.  See image below.Given, like lots of others I’m now a “Simply Energy” customer on a rolling variable tariff,  I was surprise - if not a little shocked - to see OVO basing my current DDs on next winters demand for 2 reasons:  Firstly how do they know I’ll still be an OVO customer in 6 months time, never mind 12 months time. Secondly, how do they know what energy prices will be from Oct 2023 to Mar 2024 and if they do why are they not offering customers the option to take out fixed term plans at this price (they are offering no fixed rate plans at this time).Is this “12 months’ time” DD adjustment a new thing or has it just been introduced?  I think it must be new as my own forecast bal

11
Emmanuelle_OVO
Community Manager
8 months ago
T
Carbon Cutter***
TessDayCarbon Cutter***
Posted in My account

Why is my online account balance dropping every day?

It’s very minimal but yesterday my balance was more than today?It changes obviously When bill is due but we’re 3 days away? Any advice please? 

28
C
Carbon Cutter**
8 months ago
C
New Member*
ChriscNew Member*
Posted in My account

If I renew before my current plan ends when will my new contract start?

My current plan ends on the 3rd Oct and was wondering that if I take up another 2yr plan as offered on my renewal page on myovo will the plan start the day I renew or the 3rd Oct and will I have to pay exit fees for my current plan?

15
F
Carbon Cutter*****
8 months ago
H
Carbon Cutter*
happyberksCarbon Cutter*
Posted in My account

Can someone explain the difference between Ovo Beyond and the new Greener Energy?

So i’ve recieved the email telling me that Ovo Beyond, which I believe was supplying me with 100% renewable energy, will cease on the 13th March & be replaced by Greener Energy.The difference simply appears to be it will now cost me an extra £10 per month vs £6 per month now?  The suggestion is the price is due to significant price increases ove the last few year but I’m already on a variable rate so my costs have gone up already.  So what’s the additional £4 charge for? I’m all for supporting renewables but what are we paying an additional £48 per year for?  

15
J
Carbon Cutter*
8 months ago
Pepsi
Carbon Cutter*****
PepsiCarbon Cutter*****
Posted in My account

Why is my email billing summary for two months combined?

Billing is done monthly.Why are we getting these silly emails showing a bill for two months added together?It makes no sense,at all, emails always  showed one month's usage, now this silly carry on.More madness

11
D
Carbon Cutter**
8 months ago
D
Carbon Cutter*****
DMGMCarbon Cutter*****
Posted in My account

£200 Alternative Fuel Payment - Confirmation & Expected Payment Date

Putting aside that it’s now 14th Feb - that this payment was promised by the Government in October and that we’ve had to pay for 2 oil deliveries since then - I’ve seen all the posts, links and replies about HOW the Alternative Fuel Payment will be paid (via OVO) and when the payments will start (6th Feb) … I know that I SHOULD qualify as we have no mains gas to the village - but I don’t know for sure that OVO know that. ( …surely this is something that could have been confirmed sooner ? - but, putting that aside too - we are where we are ...)The most recent update suggests that OVO now has a list of supply numbers (MPAN) for applicable households - so, how, and more particularly WHEN, will it be possible to confirm that our address is included on the list ?  - and - assuming that we are on the list (we certainly should be) how much longer will we need to wait to actually receive the payment ? 

41
Jeffus
Plan Zero Hero
8 months ago
A
New Member*
aldo.4symbolsNew Member*
Posted in My account

How can I change my email address on my OVO account?

Hi, just switched to OVO from Scottish Power and I would like to change email address as my partner set up the account using her email but as I will be paying the bills I would like all correspondence sent straight to me rather than having to keep emailing my partner every time there is something to get done. Is this possible Thanks, Alex Aiken

25
Caino1978
Carbon Cutter***
8 months ago
A
New Member*
Angelcat53New Member*
Posted in My account

What to do if I can't afford the recommended Direct Debit amount?

I was an SSE customer for 9 years and had always managed my monthly direct debits succsessfully during that time. I was moved over to OVO automatically and my direct debit of £25.00  was accepted on 10th August, 2022. On the 11th August 2022 I received an email from OVO saying I hadn’t paid enough and saying I must pay £96.00 per month with immediate effect. I did then panic and cancelled the direct debit immediately as all I had in my bank account was just over £100 and OVO would have taken £96, leaving me with £7.00 to last me for food until the 24th of August! This massive 75% increase is not acceptable to me, I simply do not have the funds to pay it!. I am an OAP on State Pension live alone in a small flat. I use very little electricity compared to some users and hiking my direct debit like this is frightening. I have no idea now what to do. Can someone out there please help me? I don’t want to be in debt to OVO but how can I get them to see how badly this affecting me. I have vari

39
Jeffus
Plan Zero Hero
8 months ago
P
Carbon Cutter****
PeewynCarbon Cutter****
Posted in My account

Usage not in pounds on Online Account

Like many other customers I am unable to see my usage in pounds as I could some time ago. This is very inconvenient as a pensioner I keep a close eye on my usage. I have contacted customer service via phone, chat etc to no avail, all they say is that it’s been passed to the technical team who will ring me!! They haven’t and it’s been a long time now. Any suggestions?

42
P
Carbon Cutter****
8 months ago
D
Carbon Cutter*
davidgrayCarbon Cutter*
Posted in My account

Historical usage - can it be exported onto a spreadsheet or is there an API I can use?

HelloTrying to find a way I can download all my past usage to a spreadsheet but I cannot find any way to do this.  I know I can copy/paste into Excel but it would be better if I could download a year at a time. Even better would be API access.  I see in the chat this was discussed about 5 years ago, did it take off? Thanks in advance.  

12
Jeffus
Plan Zero Hero
8 months ago
S
New Member*
SEdwardsNew Member*
Posted in My account

Why am I being forced to change my Direct Debit?

Anyone else being forced to change their direct debit due to 'impending debt'?Apparently OVO don't think my current direct debit level will cover the final amount owing for the year, so they've already sent me two letters from their Collections Department, talking about 'how much debt' they think I will have if I don't rectify my payment. Bear in mind I haven't missed a payment and have been pretty good at giving monthly readings, so I'm not in 'debt', as they so succinctly put it, they just think I will be, despite the 'shortfall' being quite manageable.OK, so I acquiesce to this veiled threat from Collections and attempt to increase my direct debit payment. But it turns out I can't choose what that level is, they decide based on what they think I'm going to owe.This would be great, however their projections for what they think my overall useage will be have been found to be wildly inaccurate.OVO, I'm a grown-ass man, I think I should be allowed to decide whether I think I need to cha

168
Jeffus
Plan Zero Hero
8 months ago
P
Carbon Cutter****
pernienteCarbon Cutter****
Posted in My account

Smart Meter- Increased electricity use this winter?

I just got an email from Ovo which has suddenly landed me with a massive increase on my electricity usage.I have gone from averaging 14kWh per day from Dec 21 to Oct 22 to 44kwh since then. In early Jan it was 73kwh per day!I have gas heating and water - there is literally no reason why I could suddenly be using 3 + times more electricity. Any suggestions? Am not sure why I have only just had my bill adjusted either as the meter readings have been sent automatically each month.

26
Blastoise186
Plan Zero Hero
8 months ago
T
Carbon Cutter*****
Tjw50Carbon Cutter*****
Posted in My account

Smart Meter readings two days behind!

Why are the meter readings in my account 2 days behind? I thought I should be able to see my usage in real time? Thanks

1
Firedog
Plan Zero Hero
8 months ago
D
Carbon Cutter***
DarrochCarbon Cutter***
Posted in My account

Gas usage seems high in an unoccupied house

Dear All  Please help/advise us  We are executors of our late mothers house which was badly damaged by a broken pipe in December  Our insurers have declined our claim stating they ‘do not consider’ we have adhered to the conditions of an unoccupied house on the renewed policy that we keep the heating on to maintain a min temp of 10 degrees The meter readings between 1st Oct and 17th Dec amount to 11units  The system was set at a  temperature of 12.5 degrees to ensure it would kick in and keep the heat above 10 degrees required  we cannot explain why the record shows  11 units - nor do we know if this is reasonable given the system, we are sure, would only kick in when the temp dropped below 12.5  As I read through some of the comments on this forum, i wonder if perhaps,(and if 11 units are too low) was the meter reading correctly recorded ? -  if not how can we correct these figures  Ovo are unable to supply accurate details as there is no smart meter  any explanation or assurance woul

18
BPLightlog
Plan Zero Hero
8 months ago

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