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

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636 Topic threads

SianiAnni
Carbon Cutter*****
SianiAnniCarbon Cutter*****
Posted in My account

Why have I lost smart half hourly usage data on Daily usage section of online account?

Daily usage says “No gas data available”. Monthly usage shows values for each day.  Just starting to analyse gas usage again, against Hive schedule and temperature monitoring before having more energy efficiency work done.  

275
M
Carbon Cutter**
10 months ago
A
Carbon Cutter*
AllergateCarbon Cutter*
Posted in My account

Bills now on 'Billing History' now show different amounts - WHY?

I downloaded my Ovo bills for the past twelve months at intervals (not always in the current month).  Now, checking them all, I notice that ‘opening balance’ from a particular month often does not match ‘closing balance’ from the previous month. This occurs in six months out of the twelve. The opening credit balance is sometimes above and sometimes below the previous closing balance, by anything from couple of pounds to about £60.I have therefore downloaded all twelve bills again from “Billing History” and six of the bills are completely different from those downloaded earlier. The sequence now shows one month’s closing balance and next month’s opening balance perfectly matching each other.The fuel costs and total charges on each bill under the heading “Summary of charges” are also discrepant between the earlier downloaded bills and those currently on the systemHow can it happen that the bills stored in “Billing History” -- supposedly an archive of the customer’s documents that s/he ca

9
T
New Member*
10 months ago
M
Carbon Catcher*
MCH59
Posted in My account

Letter for £0.00 outstanding debit balance

Got a threatening letter from OVO, today 11th May… dated 3rd May, for £0.00, on a bill that wasn't even produced until until 19th April and was paid within 5 minutes.They don't bill me properly for months, despite me begging for an up-to-date bill – now they are threatening me for owing nothing.Is it just my account that in jinxed, or is this the normal state of affairs?   

9
Jeffus
Plan Zero Hero
10 months ago
M
New Member***
Madison208New Member***
Posted in My account

My Economy 7 meter has stopped clocking usage on one of my registers - what should I do?

We have just (today) switched over from another provider and when I entered our electricity meter readings into Ovo. I checked this with old electricty bill and it came to light that the night time electricty reading had not changed since September 2018. As we are not high users of night time energy it was not somthing that had been picked up on. I notified our previous provider as it was the day before we were switching and they promised to call me back and look into this. We have heard nothing. Any suggestions on what to do. There is obviously a problem somewhere with the meter. I was going to do the boil a kettle test during economy 7 hours to see if this is recorded. We do not have storage heater and the economy 7 hours only work for us when I use the washing machine or dishwasher. Also will my economy 7 hours be the same as my previous providers hours. Thank you.

34
M
Carbon Cutter**
10 months ago
N
Carbon Cutter****
nordiclauraCarbon Cutter****
Posted in My account

Who do I contact about my boiler service?

I was supposed to get my boiler serviced last Friday at 8.30am but they didn't arrive. Allegedly an issue with a gas leak on another job. It is supposed to be now be done tomorrow (Wednesday) but I have no time and they don't seem to want to talk to me.Anyone else had any issues with the free service? 

3
M
Carbon Cutter*
10 months ago
S
New Member***
steve167New Member***
Posted in My account

Are any other Feed in Tariff (FiT) account holders not receiving the email request to submit their quarterly FIT readings?

Are any other FIT account holders not receiving the email request to submit their quarterly FIT readings?  I realise that I’d missed one in May, and so I (eventually) spoke to someone on the HelpDesk who checked my account and confirmed that they had the correct email address (I had previously received FIT reading requests via email), and that I should receive the next one that was due on 12th August.  I’ve not received this (have checked spam filters) and cannot get through to the FIT Help Desk at the moment (60 minute wait time!!)

29
J
Carbon Cutter****
10 months ago
C
Carbon Cutter*****
chrisriddCarbon Cutter*****
Posted in My account

How do I remove old account, closed account?

We’re in the process of switching to OVO. We tried a month ago but it failed, so I was told to just create a new quote etc. The switch is supposed to happen on 20 June, so fingers crossed!Anyway as a result I’ve got two account numbers - one “dead” one from the failed switch, and one (hopefully) live one associated with my home address - and both are associated with my email address. Is it possible to get rid of the “dead” one?The other question is whether we can associate a second email address (my wife’s) with the account. Unbelievably, our current electric supplier refused to allow my wife to read our meter etc because our account was just in my name, so this is not a daft question :-)Thanks for any comments!

2
C
Carbon Cutter*****
10 months ago
Peter new username
Carbon Cutter***
Peter new usernameCarbon Cutter***
Posted in My account

Two accounts not linked anymore online

Thinking of leaving OVO because I can only access one of my two accounts.I submitted readings for one account, but on the menu drop-down, there is no facility showing  access to my accounts. There always used to be a link on the page where I submit my readings for my first account, for me to choose my second,  but not anymore. Why not?? It worked fine and it took less than five minutes to submit both accounts’ readings.Today I’ve spent almost an hour trying to get to my other account, without success.p, which is why I’m thinking of leaving OVO….and who could blame me?

2
Blastoise186
Plan Zero Hero
10 months ago
C
New Member*
CC1New Member*
Posted in My account

How do I add someone to my OVO account?

How do I add someone to my account so that they can speak to OVO too?

31
A
Carbon Cutter*
10 months ago
G
New Member***
gulnurozdemirNew Member***
Posted in My account

What is average monthly energy bill for a one bedroom flat in Southampton?

I moved to a new flat in July 2022, since then I am trying to get attention of Ovo Enegy to resolve my meter reading problem. Lately they informed me as below:“I can see a recent actual meter read has been added to your account, I have sent you details over to our Credit Extra Care Team to look into and discuss the usage in supporting you going forward.”  I need to know the answer of b/m question, in order to negotiate with them when they will contact me. I am really desperate, what would you advise me? Thank you very much in advance for your kind cooperation. Best Wishes, Gülnur 

5
Jeffus
Plan Zero Hero
10 months ago
S
Carbon Cutter*****
SunelectricCarbon Cutter*****
Posted in My account

Cancelling Direct Debit - how much extra for standard variable payment on demand?

I’m currently on a standard variable (like most people) for gas and electricity. How much extra would I pay if I was to cancel my Direct Debit and pay monthly via BACS on receipt of bill?

32
J
New Member***
11 months ago
stead
Carbon Cutter*****
steadCarbon Cutter*****
Posted in My account

EPG VS New Price Cap

So I'm just wondering when will we be switched to the variable plan shown on the renewal page? Or as we are capped sitll it makes no difference? The renewal page for me shows a variable plan with higher costs saying I will be moved on to it. In my mind the current gov cap is till 2024 so I should just ignore anything high but also pay attention to fixed plans getting lower? Anyone else thinking the same way or following the renew page to see if it goes down? 

1
Jeffus
Plan Zero Hero
10 months ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account

What is the government's Energy Price Guarantee?VLOG

The Energy Price Guarantee (EPG) explained  See OVO’s guide on the Energy Price Guarantee here Had any questions or thoughts about this? Chat to other forum members by leaving a comment below.

2969
Jeffus
Plan Zero Hero
10 months ago
P
Carbon Cutter*****
PadsterCarbon Cutter*****
Posted in My account

Future annual GAS consumption not updating? Traditional meter

Historically has updated every 24hrs or so but has not flinched for over one week, does anyone else know if it is poorly and a known problem that is being investigated?Electricity, historically, only updates monthly or so but gas has always been more timely.Thanks to the may weather my gas use has plummeted but my future annual prediction appears to be frozen in time. The cynical side of me might say this is to make me think I should opt for the fixed deal at 8.5p to save even more if I didn’t know the variable rate will be 7.5p come 1st July.I have waited to post this in the hope it might have updated. A great company pre SSE, a shame.  Do they know it is broken and are they fixing it (the gas not the whole company)? PadsterP.S. Not a smart meter issue, I don’t have one.

5
Jeffus
Plan Zero Hero
10 months ago
S
Carbon Cutter****
Sam 85Carbon Cutter****
Posted in My account

Why are my monthly charges so high since I entered a meter reading incorrectly?

I switched to OVO , with a B gas smart meter , which wasn’t sending OVO a smart read , so I did it manually, meter reader came , she gave the read .. usage is between £58 -£80 a month !during colder months last week I had an email to say my smart meter is now sending reads every half hour and it was a regional problem.  now my app is saying throughout April & may my electric bill is £900 a month !!!!!!!!! two people in property, still in a fixed plan ! I think there is a massive error and all the reads from myself, meter reader & smart have confused the system as the usage in kw is not a lot of difference month on month ? OVO are not helpful or listening??  

84
G
Carbon Cutter**
10 months ago
S
Carbon Cutter*
Steersy2dayCarbon Cutter*
Posted in My account

Logging in to the App- Touch ID not working

I used to be able to log in just using touch ID but recently I’ve been asked for email address and password, and then I also have to use Touch ID to open account details…. Is this normal now as it’s just long winded…

6
Abby_OVO
Community Manager
10 months ago
Peter E
Plan Zero Hero
Peter EPlan Zero Hero
Posted in My account

Incomplete usage reporting on 'Month' reporting for gas

I’ve not seen this issue before but today (20th May) I went to get my May gas usage and it was only reporting up to the 15th. I looked at the day report for the 15th which was there but then I was able to right click right through to the 18th May and get the daily usage. Back to the month view and it is still only showing usage up to the 15th. Electric usage is being reported correctly as in the combined month report. This has to be an data processing error as it looks like the gas meter is reporting the data correctly.ThanksPeter

8
BPLightlog
Plan Zero Hero
10 months ago
P
Carbon Cutter****
PipmeldrewCarbon Cutter****
posted in My account

Multiple issues since migrating from my fixed tariff.

Since my Fixed rate deal expired in November last year I have experienced problem after problem with the level of my DDR payments, Meter readings being ignored and my Anniversary date being extended by 4 months.At the outset on the variable rate tariff, my projected usage was estimated at 40% more than previous years (We have been OVO customers for 5+ years). I carried out detailed projections of my own, including the outrageously increased standing charges, and arrived at a monthly figure that I felt would comfortably cover our annual usage. Several phone calls later resulted in their agreeing my figures and reducing my DDR payment to the level I requested. They gave me a small compensation payment, which I gave to charity. 3 weeks later, I received an email informing me that my DDR payments were going to be increased again! This has been repeated in spite of calls and agreement to leave the payment unaltered. Why?I then discover, following another email notifying me of another intend

19
Firedog
Plan Zero Hero
10 months ago
T
Carbon Cutter*
TiresiasCarbon Cutter*
Posted in My account

February 2021 fixed rate electricity only tariffs?

Can anyone remember what the fixed rate tariffs for electricity, both standard and Economy 7 were in February 2021? There doesn’t seem to be an archive with this information.

3
Firedog
Plan Zero Hero
10 months ago
O
New Member***
ottzbottzNew Member***
Posted in My account

No show for free boiler service as part of Customer Care Package?

Hi I received an email asking me to book a boiler service as part of the customer support package as I’m disabled. I didn’t do it right away as I have a dog and needed to check with my daughter what days she could get off to take the dog out the way. However, an appointment was made for me for last Friday without checking with me which meant she had to take a day off unpaid. On the Friday morning I received a text saying it had been cancelled and re arranged for today (again without consulting if that was suitable) so again because of the short notice she had to take another day off unpaid. It’s now almost 8.30pm and there has been no call, text or email and no one has appeared.There’s no phone number for the engineer attached to any of the emails I received or texts. the Ovo customer helpline didn’t even know what I was talking about. Can anyone tell me who i should call to get this sorted? My “ free” boiler service has now cost me almost £200 in making up my daughter’s lost wages! 

11
A
New Member**
11 months ago
I
New Member*
ian_mackyNew Member*
Posted in My account

Letter advising no reads- But smart meters are working!?

My Ovo Energy is showing correct daily readings for both electricity and gas, up to today, and my bills show actual rather than estimated readings but I have been sent a letter from Ovo Energy (with correct name, address and account number) saying I need to send them readings because my smart meter hasn’t sent them a meter reading for over 9 months.  Is this some sort of error on Ovo’s part or a scam?

22
D
Carbon Cutter**
11 months ago
H
Carbon Cutter*****
HexhamUser
Posted in My account

Finding current OVO tariffs and plans from the online account?

When I'm logged on to myAccount, I can't seem to find any links to show me the currently available tariffs and plans (like the information I received when I had to renew). Am I missing something? The lack of a search facility from myAccount doesn't help either (or is that something else I've missed)?

16
Y
Carbon Cutter*
11 months ago
Jeffus
Plan Zero Hero
JeffusPlan Zero Hero
posted in My account

Phone line for vulnerable customers

Whatever comes out of this consultation may help in the futurehttps://www.theguardian.com/money/2023/may/03/uk-energy-suppliers-to-set-up-dedicated-phone-lines-for-vulnerable-householdsPerhaps OVO could implement some of the ideas voluntarily early. Perhaps a dedicated 24x7 emergency number for vulnerable customers on the Priority Service Register.The consultation isn't up on the Ofgem site yet last time i looked this morning.What specific improvements would others like to see in terms of OVO Customer Service?

4
Jeffus
Plan Zero Hero
11 months ago
S
Carbon Cutter*****
sugarboatCarbon Cutter*****
Posted in My account

Online bills recalculating days after reading submitted

My bill period end date is the 4th which is when I submit my meter readings from the 5th to the 10th when I go online to check the total of my bill every day from as early at the 5th to the 10th I can get a total every day but it is always different each day - increasing always.  I cannot under why there computer has to calculate my readings why it takes so many recalculations over 3 to 5 days to produce the final bill I would have thought all the information to calculate my bill is in the computer and one run would calculate an accurate bill.  Any thoughts or similar occurrence I am On OFGEMs tariff not a plan which I would have thought would make it even easier?

6
S
Carbon Cutter*****
11 months ago
G
Carbon Cutter****
gmmarcinCarbon Cutter****
Posted in My account

Big discrepancy between the usage graphs and the actual meter readings

According to the online dashboard, the usage for yesterday is triple to what it was according to the smart meter.The online dashboard suggests we have used 31kWh yesterday, but the IHD says 11kWh.Any idea what is going on?The online portal also suggests we should increase the direct by almost 3 times, but this is not reflected in the actual usage. 

96
H
Carbon Cutter*
11 months ago

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