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

Show me where my government £66 Energy Bills Support Scheme payment get...

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

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737 Topic threads

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New Member**
bartwellNew Member**
Posted in My account

I've just joined OVO from SSE - How does the live billing on my online account work?

can someone explain to me why one minute my bill was  one price (over double from last month) i then logged inagain to my account and it had gone up by £30  then when i went from one page to another (to find my statement) it went up again i was so much happier with SSE i knew where i was with bills never in debt now i am getting further and further into debt due to the price keep changing

48
E
New Member*
18 days ago
S
Carbon Cutter*
ssemarcooperCarbon Cutter*
Posted in My account

Moving from SSE to OVO - stuck in a password loop when trying to set a password and log in for first time?

Morning all. I’ve had the email through to register for my online account transferred from SSE using my existing email address.When I click on the link I get to the confirm email page:https://account-activation.ovoenergy.com/confirm-emailI enter my email address twice and click submit, and get the “Time to check your inbox” message on screen. I then get a “Let’s get your password reset” email, with another link. The email starts:Great news – you're only a step away from your OVO online account. To verifyyour email and set your password, just go here: Set my password[https://email.mail.ovoenergy.com/c … etcI click on this link and I get taken to a Request a password reset page :[https://my.ovoenergy.com/password/reset# … etcThis then sends me the same (2nd) email again, and so on.This is on a windows 10 PC using Chrome browser. The same happens using Microsoft Edge browser.Any help most appreciated.Thank you. 

67
J
New Member*
18 days ago
W
New Member***
whdickinson6New Member***
Posted in My account

SSE to OVO - Why is my opening meter reading and account balance incorrect?

The electricity account was transferred from SSE to Ovo correctly.The gas account began with a wrong “meter” reading, apparently “supplied” by me (which did not happen because I have a smart meter for both gas and electricity!)The result:  I am currently “in debt” by a ridiculous amount for gas “consumed” over two days, based on (a) the incorrect meter reading on the day of transfer and the day following and (b) the correct meter reading supplied by the smart meter (which tallies with the final SSE bill).The error was reported on January 25 by telephone.  An email acknowledged the problem next day.  Since then, the only information I have received is that my gas and electricity charges are going up.Thanks Ovo.How about a communication from you stating that the problem has been solved, the starting reading for my gas meter corrected, and the bills in future will only show that I am in debt to you for the correct amount?So far, my feelings as a new customer is that, if you can’t manage a

200
B
Carbon Cutter**
16 days ago
M
Carbon Cutter*
mecclesCarbon Cutter*
Posted in My account

£66 government energy bills support scheme deducted from my OVO account balance not added?

Can anyone explain what’s going on here?Opening balance was £335, we used around £90 worth of electric/gas combined (£66 government payment was taken off this, hence the £22 charge), I paid £150 so by my reckoning the balance should have gone up by around £125.It hasn’t though - they seem to have then deducted the £66 again.Does anyone know why? Do I need to contact them or will it right itself?

582
Jeffus
Plan Zero Hero
4 days ago
V
Carbon Cutter****
VisoflexCarbon Cutter****
Posted in My account

I've just had new smart meters installed - Why can't I see this and my usage data reflected on my account?

My new SMETS 2 meters were installed in mid September.  Since then, there has been no change in my account page.  The last entry there was that my electricity and gas were to be supplied from 5 May.  My smart gas meter does not appear to be sending any data, I’m only getting a feed from the electricity meter.I would like an idea of my usage, given the state of the fuel industry at the moment, I would at least like to have an idea if I will be in for some nasty surprises downstream. 

104
S
Carbon Cutter**
16 days ago
L
Carbon Cutter*
l_scattergoodCarbon Cutter*
Posted in My account

Why such a large increase to my recommended Direct Debit?

I find it hilarious that OVO advises me to increase my direct debit from £85 to £160+. A month on a two up two down townhouse when I switched because they were cheaper than my previous supplier. . Don’t they realise I will simply switch back . Lol  

218
T
Carbon Cutter**
13 days ago
B
Carbon Cutter*
Bex.g.85Carbon Cutter*
Posted in My account

overcharged!!

Following a recent email from ovo energy to advise me of a further increase to my DD I have gone through the monthly bills from July last year to date.. the account was in credit and is now £455 in debit!! I appreciate the £226 a month I pay isn’t covering the monthly usage which is approx £330 a month. This has risen to this amount since January and February.  How am I £455 in debit? The bills are not adding up? The amount in debit increases drastically even though the amount is no where near? tried talking to customer services but the language barrier and sheer rudeness of the advisor frustrates me!!  

4
juliamc
Plan Zero Hero
4 days ago
Jess_OVO
Community Moderator
Jess_OVOCommunity Moderator
Posted in My account

OVO Energy Live billing platform and monthly summaries - What do I need to know?F.A.Q.

Updated on 04/08/22 by Jess_OVO Here at OVO, we’re always on the lookout for ways to make managing your energy account easier. This is why we developed a new billing system in-house and have now moved the vast majority of OVO member accounts over to this new platform. As part of this we’re changing the way that we calculate your energy costs and the frequency this is displayed on your online account or OVO app (download for Android or iOS). This means that when you login, you can now see your account balance update daily, based on the most recent reading you’ve submitted manually or we’ve received automatically from your smart meter. Traditional Energy billing modelTraditionally energy companies would receive meter reads eitherFrom customers reading their own meters and submitting a read. From smart meters directly. On a specific date each month or each quarter, they’d look at the latest meter read they had received to bill you and generate a statement. This might have been based on th

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C
Carbon Cutter**
19 days 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

7
Pepsi
Carbon Cutter*****
4 days 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
4 days 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****
4 days 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
4 days ago
E
New Member***
ErikaG89New Member***
Posted in My account

Energy rebate mistake?

Hello, has anybody have experienced any issues with the rebate?As far as I am concerned it should work with OVO adding the £66 to your OVO account and then deduct it and send a refund to your bank account. However I went back to my bills prior the scheme kicked off.My figures are as belowAug-Sep 2022 (no energy scheme): OVO closing balance +£108.9Sept-OctOVO opening balance +108.9Total charges £25.22Direct Debit £133Refunds -£66Closing balance +150.68 If they are adding the £66 to your balance as they say shouldn't my closing balance be £216.68? It's the same for all the other months after this...my OVO balance has never been increased by £66 in order to justify that amount to be deducted from my balance. Can somebody please advise?  

3
BPLightlog
Plan Zero Hero
4 days ago
F
Carbon Cutter***
firebirdCarbon Cutter***
Posted in My account

SSE broadband - is it joining OVO Energy?

I’ve been scrabbling around trying to figure out what has happened to my SSE broadband account… The account is now missing when I log into SSE online. My direct debit was changed to Ovo without my knowledge, and the payment for August was 10 days earlier! The line is now clearly being run by TalkTalk! I have not been sent any info as to how I now login to see my broadband account details!Anyone in the same boat? In particular, I want to know if Ovo will require a termination fee now. Pete 

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S
Carbon Cutter*
14 days 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

234
J
Carbon Cutter*
16 days ago
O
New Member**
originalhandleNew Member**
Posted in My account

Where can I find my Economy 7 Peak and Off Peak hours?

Only place I could find a mention of times for E7 were on this page:https://www.ovoenergy.com/guides/energy-guides/economy-7The exact time window varies depending on your energy supplier, where you live, and other factors. But generally, the 7 off-peak hours fall somewhere between 10pm and 8.30am. (Remember, this can change with British Summer Time). I am not looking for a 'general' idea of what time Ovo E7 hours are. I am looking, and have been looking for exactly what those hours are. This information seems to have been deliberately hidden from both the public, and your customers.Is this hidden so well for any particular reason? Is it something they vary regionally, or from day to day? 

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T
Carbon Cutter*
16 days ago
E
New Member***
Euanbrown523New Member***
Posted in My account

moved over from SSE

Hi, our account got moved over from SSE we pay a monthly direct debit of 140 a month as that is what OVO energy reduced it to when our account was moved over but apparently we are £229.66 in debt?we were in credit with SSE last month so how are we now in debt!?thank you  

1
Emmanuelle_OVO
Community Manager
5 days ago
J
New Member***
JonathanL16New Member***
Posted in My account

OVO and SSE Bills

Hi all, I recently moved into an apartment last year, originally the company providing electricity were SSE but then without even giving me a choice they switched me to OVO. I have been receiving two sets of bills from both but with different readings. Initially i received an in debit migration bill, today i received a £250 adjustment added to my balance.For example, the energy bill I received from SSE and OVO for December 20th to 31st December 2022. On the SSE bill it states that I used 347wkh but my daily usage via OVO app shows me using 78.7kwh. I know I did not use the amount they billed me for as the property was vacant between those dates as I returned home for Christmas. The second SSE bill I have is January 2023 bill shows me using 740kwh when I have actually only used 193.3kwhw as shown by OVO daily usage app. I again know I didn’t use anywhere near the amount SSE are stating as I was away for the start of January for a whole week.However, my OVO energy bills outline a more ac

2
Emmanuelle_OVO
Community Manager
5 days ago
M
Carbon Cutter*
MjpservicesCarbon Cutter*
Posted in My account

When will Alternative Fuel Payment be paid?

I believe I am entitled to a £200 payment made directly to my electricity account, as I have no gas supply and use heating oil. Does anyone know when this payment will be credited 

39
Jeffus
Plan Zero Hero
5 days ago
A
New Member*
AngieBNew Member*
Posted in My account

government refund!

I’m so confused, why do I pay £168 a month and then get the government discount of £67 deducted from that amount and sent back to my bank. I thought I’d pay £168 and get £67 back but not from my own money, in theory I’m only paying £101 a month which isn’t enough. Where’s my government refund cash. On looking at others comments OVO replied that’s it’s credited to your account then deducted as a refund but I can’t see the credit anywhere 

2
A
New Member*
5 days ago
I
Carbon Cutter****
iwbCarbon Cutter****
Posted in My account

DD Calculations Completely Wrong

First of all, apologies for this long post - I’m being accurate and laying everything outOkay, so I’ve noticed a lot of weirdness since December with how OVO calculates on a daily basis for suggested DD amounts.It appears if a little bit of extra energy is used (say, when we’ve had a cold snap), it RAPIDLY jumps up MASSIVELY.However, when you use less, even for a sustained period of a week or two, it’s very SLOW to reduce.However, I had an e-mail a couple of weeks back, that OVO had decided that they needed to increase the DD to £217. Fair enough, no problems. But then, they actually increased it to £301.When I checked, it said that this would leave us in credit by £987 and the recommended minimum was £219. This made more sense, but it wouldn’t let me drop it below £301.I contacted OVO by Twitter as I’d just missed phone and chat support on Saturday. `OVO support on Twitter has been active, and replying to lots of other people, but seemingly ignored me.The following day (yesterday), it

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I
Carbon Cutter****
5 days ago
C
Carbon Cutter*****
CorgimajorCarbon Cutter*****
Posted in My account

No Change in Forecast Balance, but a big drop in suggested DD payment

Just opened my OVO App to check my balance and any changes in “end of contract” balance (in quotation marks as like most people on on the EPG variable rates just now) and was surprised to see that whilst there had been no real change in my “end of contract” balance of Minus £183 , my suggested monthly DD payment minimum had dropped from £242 (what we’re paying now) to £184.  Not wishing to look a £58 drop in my monthly DD payments in the mouth I took it.  However I’m not sure why this happened.  Is OVO having a problem with predicting what the Govt are going to do with the EPG from 1st April and this is a system glitch or something else?  I’m sure if it is I’ll be asked to increase my DD again, but in the meantime I’m happy to live in a lower DD fantasy.

6
Jeffus
Plan Zero Hero
5 days ago
D
Carbon Cutter****
DebzCarbon Cutter****
Posted in My account

OVO victim now won't refund after switching

I finally managed to leave OVO. OVO wouldn’t let me put my final meter readings online as they said I had no active meter. I tried contacting but gave up after 30 mins. I gave them to my new supplier. I asked them - EDF - what the last meter readings were on the account, bearing in mind I have sent meter readings on the 1st of the month for the last 18 months to SSE, then OVO to be told it was estimated and it was more than 6000 kw than the actual readings. Words fail me. EDF said not to worry as it is clearly an error on OVO’s part. How naive EDF are. Now I have an email saying they have mater reading dispute and it could take up to 12 weeks to sort out. I mean, I know OVO are losing customers in droves but really? Why make it so hard?So my question is, OFGEM tell me that’s a breached standard as they should send a final bill within 6 weeks of a switch. They’ve had almost 3 weeks already. Other than phone or chat, which seem impossible, how else can I sort this? Signed-for letter mayb

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D
Carbon Cutter****
5 days ago
N
Carbon Cutter***
NipersmumCarbon Cutter***
Posted in My account

Daily, weekly and monthly usage cost data is missing from online account and app?

Since the beginning of the month I have been unable to see my usage cost data on my account page. Kwh is fine and the in home monitor is working fine. Is it just me or is there a general problem?

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Jeffus
Plan Zero Hero
5 days ago
A
New Member*
abhinavNew Member*
Posted in My account

Account transferred to OVO from SSE

HiMy account has been transferred from SSE to OVO. All my electric and gas credit is gone. I am calling SSE and they are of no use. Calling OVO but not getting any support as lines are busy.Trying to recharge my meter from SSE: payment failedCannot recharge  from OVO as I do not have the account number. Tried calling OVO again but no help.Not sure what to do?

2
A
New Member*
6 days ago
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