My account

Since 24/7 when trying to access online account I just get message:"We're working on a new website for youWe're very sorry that you can't log in to your account at the moment. We're working on fixing things and will be back in touch in the near future with an update.In the meantime, you'll continue to get your bill every month by email or post as usual.If you have any questions or need help with anything, please chat, call, or email our support team. "" What does this even mean "we will get back to you in the near future"?...is it just my account or are others affected? I can't believe the online account website has been taken down without prior notice, meaning is it just my account in which case message is meaningless. If website has been taken down entirely without notice the ONLY reason it can be is OVO has been subje

I am currently paying about 28p per unit in a fixed plan until November.  Since rates seem to have dropped to around 22p according to plans.ovoenergy.com for my postcode. it seems to me it would make sense to switch.  Will OVO allow the switch even though I am still within my fixed rate contract? 

Hi,First let me say that I understand this is a community forum not customer services.In the hope that someone from customer services actually reads this, I have a number of queries.I received a letter asking me to submit a meter reading so you can present me with an accurate bill. I’m a pay-as-you-go customer, so why would I be getting a bill? I tried to create an account online at https://account-activation.ovoenergy.com/details_form however I get an error: “Oops, there’s a problem… Something went wrong, please try again later. If that still doesn't work, give us a call”. You don’t actually list a customer support number on your website. Why is this? I had to google for your number. When I called I was in a queue for half an hour. I was then passed around from on

Hi, Would like to move the meter from the front room to the outside wall. It is literally on the other side of the wall, thus under 1 meter. Please do advise. Kind regards Azzam

Is there any reason why the app doesn’t show the latest gas reading ?  Whilst the electricity one shows the most recent, the gas for some obscure reason only shows 2014 and has done now for months !  I’ve tried re-downloading the app and also using it on both my iphone and tablet without success.TIA

Hi Ovo, I wondered whether the API that powers your live and historical usage page in the account menu is something you could look into opening up a bit so we can freely access our raw data and also perhaps it may stimulate some interesting community projects? For instance (more sport related), Strava and Fitbit.

Last year Ovo organised for a replacement for my ancient electricity meter, as the power generated from my solar panels was making it go backwards. This has now happened with the apparently up-to-the-minute replacement. Lots of people are now generating with solar panels, so any clues as to the answer? And please don't say: a smart meter!

Sorry, long story!I’m trying to access my Mum’s online OVO account.My father passed away recently, and the account was in his name. Contacted support and asked for the account to be switched into my Mum’s name. It appears that this is done.I have Power of Attorney for her, so I’ve provided my LPA letter and that seems fine too. Changed the registered email address to mine. Problem was that I had a dormant OVO account as I used to be a customer until about 3-4 years ago. So when I logged in it automatically selected my home address, and not my Mum’s.Support tell me that they’ve now deleted the old account, and I now have a working OVO id and password - the problem is whenever I log in, whether from my laptop or my phone, I get a message “We're working on a new website for you”. Phoned support 2 weeks ago and was told it was a problem linking my email to the account. They said they’d raise a ticket for software support to fix this, but I never receiv

How can I get start earning towards some “Free” Electric or “Money Off” if I do not have a mobile phone.I used to move my electric usage before by signing up by email - but it seems technology has moved on and left me behind.Since then I have not bothered being careful when I use electric as I pay the same price with no rewards for moving time slots.Shame really.No incentive. Maybe I should move supplier where my efforts are rewarded.? 

Hi thereLooking for some advice please. I have built up quite a lot of credit - so had been hoping to reduce my Direct Debit, so that some of this credit can be used up. However, I have been unable to reduce the direct debit online. I keep getting the message “sorry we are unable to show you a payment recommendation right now”. . . . I’m wondering why this is:- Would it be because OVO mistakenly allowed an Erroneous Energy Transfer to happen to my electricity account in October last year, and it has only recently been returned to me in the last month or so? . . . Also, I had quite a high credit amount in my account before this Erroneous Energy Transfer happened. However, it looks like the credit has increased. Why would this be happening? Thanks

I am a former Shell Energy customer. Under a bit of pressure last year I opted for a fixed energy tariff. The time has come to renew and I am faced with a range of other tariffs variable and fixed, I would appreciate hearing others opinions before I make a decision. For example Did I lose or gain last time by having a fixed tariff? Which of the other tariffs on offer are worth considering if any and why?Warm regards to all and thankyou.

Recently had another gas smart meter installed as the last one had a leak,the guy who fitted it said he had another older type like the one i had in his van.this meter wasnt new.ovo said the old one wasnt sending readings since 19/9/2025 so i sent a reading off the meter we just had installed,now my bill which was paid every month and on time,has gone from being in credit to saying i owe £2261.55 and that my monthly usage is between £500-700 for a small 2 bedroom house.im confused as im at work all week and my parner is in bed for night shift so the gas isnt on.explained this to ovo and didnt get anywhere apart from we will send an engineer out.but the bill which i dispute has to be paid according to ovo.im at my wits end with it.what do i do as its clearly wrong that i owe this.

On my recent bill I used 37.320 cubic meters of gas.  My house is unoccupied at the moment so only using minimal gas. I followed the conversion calculation ; 37.32 x 43 x 1.02264 divided by 3.6  =  455.8588  kwh However, on my bill it says energy use 1167.073  kwh and I was charged for 1167.073 kwh. I don’t know where I am going wrong with my calculation.Can anyone help me please.  I have tried to email OVO customer services but have not received a reply. Thank you

I am looking to increase my gas flow volume at a residential property.  We are just about to add a new extension and its looks as though I will need to increase the KW of our boiler to 60kw.  I also have a 16kw gas fire and hob. Is it a case of changing the meter or does the pipe need to be changed to the road?  From what I can gather most standard gas meter can provide around 6 cubic metres and a larger boiler needing this alone without any of the other appliances.  Any advice or help appreciated. 

Should I take any notice of what OVO tells me my balance MAY be in 9 months time. At the moment my balance is £1,200, my May charges were £185, my DD was £240. They have today informed me I will be in debit in MARCH 2026 and should increase my DD to min. £264 NOW.  I have had this issue with them before but was brushed off with “We know better than you” despite the fact that for at least the last 4 years I have always topped up my account to keep minimum balance of £800.  OVO say they need to ensure I won’t have debt problems. At 81 years old I’m proud to say I have never had a debt and don’t intend to start now. I wish they would shove their Crystal Ball somewhere else.

Can anyone explain to me why OVO, rather than applying adjustments to the current billing period, quietly make adjustments to historical bills (and hence every following bill) without so much as offering a single word of explanation?For example, my bill for the period 14th Mar - 13th Apr 2023 has, to my certain knowledge, now changed at least three times since being issued. I have four different copies downloaded on the 22nd April, 11th May, 7th August and today and they all show different charges and closing balances. OVO have never communicated to inform me that previously issued bills were incorrect At some point in the last week, despite there being no new credit transactions my account, I have suddenly gained more than £50 worth of credit that wasn't there before and I then noticed that the charges and closing balances on every single bill back to February (as far

We purchased a property that had lay empty for some months prior to purchase.  Furthermore, we’ve not lived in it we have cosmetic renovations undertaken.The previous tenant was with OVO on PAYG for gas and electric so we thought for ease we would stick with OVO then instructed them to switch to meter supply, which we did, OVO having advised that we had smart meters.  Over the course of the month, the contractors have reported the power going off on 3 to 4 occasions, having top top up the PAYG card.  On every happening, I have contacted OVO and they have said it has been transferred over to meter. To compound the issue, just over a month later, the first bill is showing daily usage despite nobody living in the property, on both the gas and and electric.  Furthermore, the contractor has notified us that the gas has been capped off!As a side story, the adjoining neighbour has informed us that when the previous tenant was in our property, they use to top up the PAY

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?

I’ve been having ongoing issues since our migration from SSE on 20th February. Still getting nowhere and have made 3 phone calls to the customer service team. Made a formal complaint and all they could say was they can’t access my account as it’s still in the migration period. It will take another 10 days for my complaint to be resolved even though my previous complaint (10 days ago) hasn’t been resolved yet.  can you tell me what the complaints procedure is? The guy I spoke to at resolutions was super creepy and told me to go and look after my kids 🙄

Hi everyone,Getting desperate for help now.  Ovo have last month billed me almost £3000 for a 3 month period back in 2020.  I have a separate final bill received back in 2020 which shows as paid, in fact it actually shows a credit balance.They are now persistently threatening me and chasing for the £3000 which I clearly don’t owe them.I have phoned multiple times, I have emailed them as per their complaints procedure (on 18 July) (removed by moderator).  I’ve had no response to my email; when I phone they say it will be sorted.How on earth do I get the complaints team or frankly anyone at Ovo to actually address this issue please?Thank you for any advice.. 

After being moved from quarterly to monthly billing last year, I usually receive an email showing the amount to pay shortly after the bill end date each month, after which I proceed to pay.  However, I have not received the usual email last month, even though My OVO account shows the bill available for the corresponding period. When I was on quarterly billing, the OVO customer service team confirmed that I only had to pay after receiving the ‘Your bill is ready’ email (every 3 months), even if My Ovo account showed interim bills available. I’m not sure if this still applies now or not.

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.

There are 5 meters in this property (3 Phase supplies). Each meter servicing a different potion of the property. (Underfloor heating , Lighting, Utilities and defunct equipment on the property). The billing reflect MPAN numbers for Heating meters (3) and separate meters for Lighting(2). The supplied monthly bills do not detail which meter reading (actual or estimated) relates to which meter. In order to establish reading data to each meter i am keeping a separate spreadsheet. Could these bills not show “Meter - Reading “ for each meter with their MPAN no alongside?

Why does it take so long for monies paid to show on your account?

I went for a 1 year fixed rate economy10 last August & all was working well until yesterday when Ovo suddenly without any notice or consultation changed me back to a variable plan & the different higher charges from August. What on earth is going on!