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

  • 741 Topic threads
  • 19,734 Comments
F.A.Q.

Struggling with your energy bills? We’re here to help

  • 2
  • 0
News

There’s a better way to do energy

  • 0
  • 0
Tutorial

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

  • 2
  • 0

741 Topic threads

S
Carbon Cutter****
SarahDCarbon Cutter****
Posted in My account

Why have I lost my daily cost data on my OVO usage pages since starting a new plan? BUG FIXED

Hi all,My fixed term plan was renewed for a further 12 months starting on 20th January 2022.  Since then, my OVO app shows me the usage data on a daily basis in terms of kWh for gas and electricity but will no longer show me the daily cost as it did before 20th Jan, the bar charts are blank for those days.  I’ve never had this happen before in previous years when my plan remewed, my IHD is still working and my smart meter is still sending data to OVO so I’m at a loss as to why the cost data is missing. With prices having shot up, it’s really important that I can keep track of the daily cost of the energy I’m using.Has anyone else experienced the same issue? thanksSarah

54
M
Carbon Cutter**
4 months ago
Jess_OVO
Community Moderator
Jess_OVOCommunity Moderator
Posted in My account

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

Updated on 14/04/22 by Jess_OVO Still having to submit your traditional meter readings every month? There’s an easier way to make sure your account is up-to-date. You may have heard, smart meters are pretty smart. Not only do they send us your readings automatically, they’re also a vital tool helping us de-carbonise the energy grid on our journey to Plan Zero. So how can you go about getting one installed? The easiest way to get the upgrade booked is by logging in to your online account or OVO app (download for Android or iOS). If there’s appointments available in your area, you’ll see this message on your Homepage. Exact appearance may vary Interested in arranging an engineer’s visit? Click ‘Book Now’ to access our online booking form. Exact appearance may vary This online booking form asks a couple of details about your home and current meter setup, enter these detail and click ‘Next’ to see the possible appointment slots currently available. Exact appearance may vary It’s worth bear

229432
R
New Member*
4 months ago
J
Carbon Cutter****
Jacqueline GaughanCarbon Cutter****
Posted in My account

Landlord sub meter- Who can I get to look into the unsafe wiring?

 

4
Emmanuelle_OVO
Community Manager
4 months ago
W
New Member*
WilliwooNew Member*
posted in My account

Converting flat into 2 - split meters?

Hi, I own a flat above 2 commercial shops in North Lanarkshire, Scotland. My flat is the entire first (top) floor of the building. Historically, it was 2 flats. I would like to separate it off into 2 flats again so that I can rent out one side and keep the other for my own use (mostly storage).How do I separate the gas and electricity charges for the new tenant? I could just turn off the gas radiators in the portion of the flat I’m keeping, but I would prefer for them to have a smart meter (pay monthly) for electricity and also gas, if possible? There is only one gas boiler though…Do I need to get an electrician in first to provide a 2nd consumer unit? Then contact the supplier or DNO? What are the costs involved? Many thanks for any info.

0
W
New Member*
4 months ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account

Want to try out a new billing experience?RESEARCH

Updated on 10/10/22 by Tim_OVO: Just so you know, we’ve closed the ‘opt in’ stage of this test, but the new design is now rolled out to 50% of users. We’ll be monitoring how it goes, making some improvements, and then all customers should see the new design at some point soon. Let us know what you think if you’re new to this billing feature in the comments below! We know that it’s more important than ever to understand your bills and how much your energy is costing, so we’re testing out a new design for the billing history page on our website. All you need to do is log in, head to billing history, and look out for this option. Select ‘See the new design’ Once you click ‘See the new design’, you’ll see a redesigned page that we hope makes your bills easier to understand. While we’re running the test, you’ll still be able to switch between the old design and the new one as much as you like. We don’t want to influence your opinions too much — it’s great if you can discover how it works wi

41220
A
4 months ago
C
Carbon Cutter*
Chris'd offCarbon Cutter*
Posted in My account

Why can't I setup my OVO Account?

I have been trying to setup my OVO account.  I get sent an email with a link to set the password and I do it within 2 minutes, but each time I get a message saying:  Your password reset link is invalid or expired.So, I click the link to Request another password resetAnd we go around again.  I’m sick of it.How can something so simple be so rubbish. Since the SSE → OVO change happened, not a single thing has gone smoothly.

5
C
Carbon Cutter*
4 months ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account

Non-essential meter maintenance, relocation or removal - Engineering work we can arrange and job costsTutorial

Updated on 16/03/22 by Jess_OVO OVO Engineer job costs As your supplier we’re responsible for any essential repairs to your meter and any essential work (ie. replacing a faulty meter) is carried out free of charge. However we can also help with non-essential metering work. These jobs are carried out at cost but there may be a charge to you to cover our costs. Check out the list of jobs below as well as cost to get this booked in. If you would like to schedule in some on-site work, it’s best to give the Support team a call so we can make sure we discuss all aspects of the appointment. Our Support team can be contacted by phone on 0330 303 5063 between 9am to 5pm Monday to Friday.   Costs for 3-phase meters are in brackets if different from single phase. Prices below include VAT and are subject to change: Electricity   Job Type Cost Site survey (non-technical)* £106 or Free, see below Site survey (technical)** £106 or Free, see below Faulty/damaged meter exchange Free Mete

1330510
J
New Member**
4 months ago
J
Carbon Cutter*
jennykennedy7Carbon Cutter*
Posted in My account

I pay by Direct Debit- why has my 'Energy Bills Support Scheme' payment been added to my OVO account?

When will we get the £67 energy payment? Has anyone got it yet?

118
S
New Member*
4 months ago
BPLightlog
Plan Zero Hero
BPLightlogPlan Zero Hero
posted in My account

Charge Priority for Energy Storage

I’ve been testing out a few more possibilities with battery storage over the last few days, in particular to match the recent requests to shift peak power use. I only have one system to experiment with but I’m convinced that most inverter/controller sets must have something like this. I’ve been able to set a series of charge priority times which automatically make best use of external power available (solar PV etc) at certain times. That then leaves energy available from battery storage when it’s really needed - at peak demand times. This seems particularly useful in winter months. Anyone else have any experience to share?

5
L
Carbon Cutter*****
4 months ago
E
Carbon Cutter*
Ed WilliamsonCarbon Cutter*
Posted in My account

Trying to set up Online Account but old, closed account preventing this

I was an SSE customer, and was “migrated” to Ovo. I also changed address a couple of years back. Now when I try to register for an online account the system, the application process takes me back to details of my old address account. It’s as though it recognises my longstanding email address as being applicable to that old address.  It would be easy just to give up trying, but I need to submit meter readings. Pressing option 2 on the phone merely generates a message that “the service is not available right now but you can wait and we’ll connect you with an agent.” Cue elevator muzaak. Then, after a couple of “The Queue is 10 minutes long” messages there is a brief brr-brr ringtone and . . .  disconnect. I receive paper bills and so what I do is to take the (invariably wildly inaccurate) Economy 7 readings and work out my bill myself from my actual readings. This isn’t an exercise in trying to reduce the amount requested - it can work the other way too. My last bill at the end of Decemb

4
E
Carbon Cutter*
4 months ago
C
Carbon Cutter*****
CorgimajorCarbon Cutter*****
Posted in My account

No adjustment to my Fixed Price- What about the Energy Price Guarantee?

I'm paying 47.92 ppkWh on an OVO better energy agreement and was expecting it to fall from today (1st Oct) to something like 34 ppkWh, in line with Ovo's committment to automatically adjust prices as per Govt's Energy Price Guarantee (EPG).  However my Smart Meter is showing no change to my unit price.  My mother-in-law (who lives a mile down the road) is on an OVO SVR account rate and saw her Smart Meter account price increase today inline with the EPG.  Am I right to think the OVO are happy to automatically increas prices, but not so happy to automatically reduce them?  Or is this unfair.  The fact that they are not keeping customer communication lines open during this change means I am unable to ask them directly.  Hence resorting to this forum.

195
Jeffus
Plan Zero Hero
4 months ago
A
Anonymous
Posted in My account

Why are my being billed to readings with a decimal place?

A simple query…..after entering electricity readings of 26400 then 26456, a total of 56 units used, which equals 56kWh, why does my OVO online usage show 55.80kWh. As it is simple subtraction why is it showing to two decimal places? as readings are in whole numbers not fractions. 

22
A
4 months ago
R
Carbon Cutter****
RussellCarbon Cutter****
Posted in My account

How do OVO convert gas units to Kwh on a smart meter?

The calorific value is needed by the Smart Meter to convert the volume of the gas to the energy produced by the gas Kwh. As this varies on a daily basis what value does the meter use? Is this the same value as used by the bill?

26
K
Carbon Cutter*
4 months ago
J
New Member**
jonandkaychamNew Member**
Posted in My account

Why haven't I received my SSE FIT payments? Has my FiT account been transferred to OVO?

I last had a FIT payment in December 2021 fallowing my October submission or meter readings.I have since submitted meter readings in January amd April and both have been acknowledged with payment being promised within the quarter,  In March OVO emailed me to say they no longer have meter readers so I must send them a photo of the meter.  I did and it was acknowledged.  I rang them today (Wait for answer approx 20 mins rather than the 1min they mention on their website as an advantage of being with them) and they agreed with all the above and said they would make a special effort to get my January payment to me by June !  June ?  Yes because it’s not due for payment until 3 months from the submission of the photo in March !  And the January acknowledgement saying payment within the quarter ?  Oh that didn’t mean anytrhing !   It was just an automatic reply and no person had been involved !So I wait for June, and July for my April payment.  SSE used to send “ your amended Feed In Tariiff

95
Emmanuelle_OVO
Community Manager
4 months ago
G
Carbon Cutter****
gwadrianCarbon Cutter****
Posted in My account

Direct debit calculator, how does it get its estimates?

If the direct debit calculator uses available data from my smart meter and my previous years usage to estimate my future direct debit amount, and uses, as has been said the current prices for gas and electric, which will therefore be the same for both years, please could someone explain this:Using total bill prices for combined electric hi+low rate/gas/standing charge/VATDirect debit calc estimate for 2023             Actual cost in 2022         Percentage differenceOctober        £225                                                           £139                                    approx +60%November    £277                                                          £173                                   approx +60%December    £319                                                          £231                                     approx +38%The pattern is similar for other months, there is no standard to the percentage guess of the increase, but it is always considerably higher. Why would

26
G
Carbon Cutter****
4 months ago
M
New Member***
Michael Powell 1966New Member***
Posted in My account

OVO Customer Support Package- How to apply for free electric throws?

How do I apply for a free electric thrw

43
S
Carbon Cutter**
4 months ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account

Estimated Annual Consumption (EAC) - What this means and how it affects your OVO Energy account?Tutorial

Updated on 13/04/22 by Jess_OVO Estimated Annual Consumption (EAC) - FAQs What is an EAC? EAC stands for Estimated Annual Consumption and applies to the amount of electricity we expect you to use each year. If you don’t have smart meters installed or these aren’t currently sending regular readings, we use this EAC figure to forecast the electricity usage at your property over the next 12 months.  How do we calculate your EAC? The EAC is calculated using the historical readings submitted for your home (which might cover the time before you moved in). As your EAC is re-calculated each time we share your meter readings with the energy industry, the more readings you submit, the more accurate this figure will become.  How do we use an EAC? To calculate your Direct Debit  Estimating readings when we have no 'actual' readings Estimating consumption when a meter is faultyWe don't always use EAC to predict your usage, only in cases where you don’t have a smart meter and haven’t submitted meter

62787
Firedog
Plan Zero Hero
4 months ago
W
Carbon Cutter*
WatsonsBitsCarbon Cutter*
Posted in My account

What is Shift & Save? When are the peak/off peak times?

What are the off peak times?

19
P
New Member**
4 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

29
S
Carbon Cutter*
4 months ago
R
Carbon Cutter***
RobCCarbon Cutter***
Posted in My account

Are the calorific values used to calculate monthly gas charges shown on the online account?

I've got two questions about the new OVO online account pages. 1/ Are the calorific values used to calculate monthly gas charges shown anywhere on the OVO pages? My apologies if they are displayed, but I've missed them. I raise the question because you need to know the relevant calorific value if you're trying to check your gas charge calculations - right through from the meter readings to the final amount. Under the old arrangements the relevant averaged calorific value was recorded on your monthly gas bill. As far as I can see you can't download an 'old-style' gas bill under the new arrangements - and I don't think the calorific value is included on the new web pages. I know you can download calorific values via the [url=https://www.nationalgridgas.com/data-and-operations/calorific-value-cv]National Grid website[/url] - but this is a palaver because you have to filter out the daily values relevant to your local zone and then average them over the charging period. It w

16
A
4 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?

30
S
Carbon Cutter**
5 months ago
S
New Member***
Steve mNew Member***
Posted in My account

Moving SSE to OVO - Why has my Direct Debit increased?

Why has my direct debit gone up by three times the amount I was paying with SSE 

64
M
New Member**
5 months ago
P
New Member*
PMGNew Member*
Posted in My account

What's the usual wait time for OVO live chat?

So I tried using OVO’s online chat - that was at 9.30am - was told the queue time was 18 minutes and an agent was on their way…… 3 hours later - nothing.Could someone please tell me if they are actually opened on a Saturday thanks?

22
P
Carbon Cutter**
5 months ago
L
New Member**
LampsieNew Member**
Posted in My account

Will my tariff increase if i cancel my direct debit?

I am currently paying by DD and have built up a credit of in excess of £500. I’m on the standard variable price cap rate for gas and electricity. I appreciate that this is going to increase and also that it’s summer so I will be using far less energy than in winter and the idea of DD is to pay a fixed amount over 12 months to cover the usage. I however resent OVO holding on to my money and I would rather it be sitting in my own bank account. If I cancel my DD and pay by bank transfer/card each month on receipt of bill for exact monthly usage will I end up paying any more? What I mean is, OVO obviously prefer DD so are there any additional charges/increase in tariff if I don’t pay by DD? 

33
C
Carbon Cutter*
5 months ago
J
New Member***
JonboyNew Member***
Posted in My account

Why do I get estimated readings in my bill when I have a smart meter?

Hi,   I have a smart meter why do I get estimated readings on my Bill? I thought a smart meter would know my correct readings.   Jonboy.

99
J
Carbon Cutter**
5 months ago

New to creating a topic?

The OVO Forum is powered by volunteers. Here are their top tips:

Terms & ConditionsCookie settings