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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F.A.Q.

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

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F.A.Q.

Complex Multi-Rate Meter & Heating types

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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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550 Topic threads

M
Carbon Cutter****
mshealeyCarbon Cutter****
posted in My account

Ovo have lost my FIT account

My FIT (Feed in Tariff) account was with SSE. I tried to submit my FIT readings in September 2023 but was told my account had been transferred to OVO.  I tried to submit my readings to OVO but they said they have no record of my account.They gave me an email to send my numbers  to fits-read@ovoenergy.com. I sent my numbers and got no reply. I rang OVO again. They said they had no record of my email submission and someone would be in touch with me. No-ones been in touch with me. My energy account isn’t with OVO so I can’t log into their website.I need my FIT payment to. balance my budget Help please. If you have successfully contacted OVO with a similar problem tell me what you did. Or OVO if you’re reading this let me know what to do 

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M
Carbon Cutter****
8 days ago
L
New Member*
landwombleNew Member*
Posted in My account

Where do I find my Meter Point Administration Number (MPAN) on my OVO online account? - I need to know it for my EV charger installation!

Hi Folks Looking to get a podpoint installed and they need my MPAN.  In my Ovo profile I see no mention of MPAN at all.  How can I find out what it is?  I have a barcode on the front of my electricity meter but I’m not sure if that’s it.   Thanks

8
Jeffus
Plan Zero Hero
8 days ago
M
New Member*
markflatNew Member*
Posted in My account

How do I contact OVO Customer Services if I need some help?

How do i contact Ovo Customer Services - is it only through this forum?

278
C
Carbon Cutter*****
8 days ago
C
New Member*
CarlyNew Member*
Posted in My account

How can I tell my day and night readings apart on an economy 7 meter?

I have just submitted my first readings, but I'm not sure if reading 1 on my meter is day or night?

18
S
Carbon Cutter**
22 days ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account

How to renew your plan on your online account or OVO appTutorial

Updated on 14/09/23 by Abby_OVO  So you’re coming to the end of your fixed plan with OVO and need to decide the best plan for you going forward? Unless you really need to chat through your options, you don’t need to give us a call in order to view the available plans, you can do this on your online account or OVO app (download for Android or iOS). We’ll email you (or send a letter if you’ve opted in to postal communications) to let you know when you’re in your renewal window. This is the 49 day grace period at the end of every energy plan. During this time you’ll be able to fix in to a new plan with us, decide to go for a variable plan - or switch away with no exit fees if you’d like.When you log in to your online account or open up your OVO app during the renewal period, you’ll see a renewal message on your Homepage, Exact appearance may vary Click on the ‘Pick your new plan’ button to see the options available, Exact appearance and plans available may vary You’ll have a view of the r

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L
Carbon Cutter*
18 days ago
T
New Member***
thefiddichNew Member***
Posted in My account

THTC meter removal

Hello,The property I bought last year had a THTC meter and storage heaters, so the first thing I did was rip out the storage heaters and pull out the whole heating ring main as part of a full rewrite that was needed. So nothing connected to the THTC meter.I contacted SSE multiple times to try to get an appointment to remove the THTC meter but they kept saying there were no engineers in my area (North of Scotland) to do the work. Tried time and time again, and even got a work order number, but still no engineer. Eventually my electrician just pulled the meter off, taking pictures of course! Still got the meter with all the tags intact, etc.The meter reader was round recently and noted that the meter was gone and took pictures, noted it down in his records, etc. but still got bill with THTC meter estimate.Called Ovo to try and get the meter removed from my account but best they said they could do was to put me on to a single rate tariff.This has been going on for 18 months now. Please ca

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

I'm £500 in credit but no Interest Reward is being applied?

I’ve been with OVO since around 2019 (Lumo for a few years prior) and have noticed that there is no interest being applied to my account (I’m £560 in credit). I’ve logged a call but am being told I need to wait “around 21 days” for an investigation to complete.Has anyone else experienced this? 

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Jeffus
Plan Zero Hero
10 days ago
K
Carbon Cutter***
KatyLCarbon Cutter***
Posted in My account

What is OVO’s complaints procedure?

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 🙄

63
A
New Member*
22 days ago
M
Carbon Cutter***
MariapilanciaCarbon Cutter***
Posted in My account

I've just moved in, called up to set up an account but didn't receive a welcome email and can't log in into my online account?

Hello thereI joined OVO a week ago by phone callSince then,I haven't received any welcome email or confirmationI have tried all the steps they recommend me...reset my password,use chrome etc nothing worksAlways the same error :"No identifiers.paym in session"I contacted them to make sure all my details are correct and apparently they are but I can't access anywhereI don't even know my OVO IDI am starting to be a bit concerned aboutPlease,could you help me?Many thanks

34
A
New Member*
22 days ago
B
Carbon Cutter***
boslemxCarbon Cutter***
Posted in My account

How do I get OVO to issue my final bill??

Hi All,  Just wondering if anyone has any ideas how I can get OVO to issue me with my final closing bill for my account?? I’ve been waiting over 3 months now; made numerous calls to OVO all of which have not resolved this issue, I’ve sent a brace of letters which have seemingly gone unanswered.  This is honestly the worst service I have ever experienced!! I started as an SSE customer, but was automatically transferred to OVO without consultation.  That complicated things and it took about a month to get OVO to acknowledge the correct meter readings for opening and closing of the account.  Then my account was given a £30 credit, given it has taken OVO over 6 weeks to issue my final bill.  Well we’re nearly 6 weeks post that now!!   What can I do to get OVO to issue the final bill?? I can sort of see it in my online portal, but when I go to view/download it defaults to the previous month. I just want to pay the bill and get away from OVO, I will never use them again, nor recommend them t

9
Abby_OVO
Community Manager
10 days ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account

How can OVO help in the event of a bereavement?

Updated on 09/10/23 by Abby_OVO What to do if an OVO account holder passes away If a friend or family member has recently passed away, you may consider seeking advice and support from the Citizens Advice, who are a friendly and well informed bunch, able to help with energy and non energy related actions.  If the person that recently passed way had an OVO account, we appreciate you may not want to speak to us on the phone right now. If this is the case, you can follow this link to fill out an Online Form . You can also contact our call our dedicated team on 0330 175 9683 (Monday to Friday 9am-5pm) or email bereavement@ovoenergy.com. If you’re the executor of the estate, you can help us by gathering the following details before you call: The date the person passed away Your contact details Your bank details, if you plan to take over the account Meter readings If you're not the executor of the estate, you can still let us know the account holder has passed away. We'll then need to arrange

688142
Abby_OVO
Community Manager
10 days ago
Blastoise186
Plan Zero Hero
Blastoise186Plan Zero Hero
Posted in My account

Have you got the OVO Energy app?F.A.Q.

Updated on 18/10/23 by Abby_OVO - Download the OVO app for Android or iOS In the age of smartphones and tablets, it’s often more convenient to grab your phone than it is to pull out your laptop. If you like to keep your OVO account up-to-date on the go, the OVO Energy app is also much easier to use on mobile than the mobile version of MyOVO. Here’s some of my own tips and advice to help you get started. What can I do with the app? Pop meter readings in, check the balance, top-up your account balance, see your usage… Quite a lot really. Pretty much the only major things you can’t do within the app are changing your tariff or contacting someone for help. And blasting the giant boulder of doom that’s chasing after you… OVO’s still figuring that last one out…  How soon can I use the app after signing up? Although you can login as soon as you’ve got your account in MyOVO, the app works best once you’re on supply with OVO. Check back soon if you’re still switching! How do I login? Easy! The

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D
Carbon Cutter****
11 days ago
Y
New Member***
Yanto 49New Member***
Posted in My account

Can't get my annual boiler service since moving to OVO

I have been transfered ti you from S S E in your takeover i and my wife are OLD AGE PENSIONERS we both have medical conditions my wife Arthritus and my self heart problems and COPD with S S E i had my boiler serviced every OCTOBER/November it was serviced last November 2023 i phoned up to have it serviced and was told next March at the earliest so that will be 16 months without a service when THEY SHOULD BE SERVICED ANNUALLY to prevent breakdowns and to work eficently so not to cost me more money i pay you £450 a year for this so why could you not have informed and serviced it  say in August /September to say i mad at your firm is a  understatment i have sent E mails about complaints NO ANSWER SO WHAT ARE YOU GOING TO DO ABOUT IT i have been to CITZENS ADVICE

3
Blastoise186
Plan Zero Hero
11 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. 

192
Abby_OVO
Community Manager
11 days ago
R
New Member**
RivlinsNew Member**
Posted in My account

Switching from THTC to standard tariff?

I live in a fairly remote Scottish locality and am currently on THTC powering storage heaters and hot water. Looking at my most recent bill, I have paid noticeably more than if I had simply been on a single meter with everything running on a standard tariff instead of THTC.To me this begs the question - what is the point of THTC if I am actually paying more?Also, I assume SSE are obliged to replace the meter with a standard one if I request them to do so (I realise this may take some months)?

18
Blastoise186
Plan Zero Hero
12 days ago
O
New Member***
Osprey1New Member***
Posted in My account

Delay in setting up my Smart Export Guarantee (SEG) account - am I missing out on generation when the sun is out?

We had our solar panels fitted at the end of June. Sine then, despite six or seven emails to the FIT Team, all of which generate an automated response promising a reply within five working days, I have heard nothing. So much of the wonderful sunshine of the past few weeks is going to waste or certainly not going to my bank account. So almost two weeks ago I registered a complaint with OVO which resulted in me being informed of….guess what? You guessed it, they’ll aim to reply within five working days!!! Still heard nothing from them Absolutely shocking service from a company we have been with for a few years now and previously rated very highlyI would be soooo grateful to hear if anyone else is being ignored in the same way? 

34
G
Carbon Cutter*
28 days ago
C
New Member**
CarlyatkinsonNew Member**
Posted in My account

How do I find out my OVO account number?

How do I find out my account number?

28
Abby_OVO
Community Manager
14 days ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My account

Complex Multi-Rate Meter & Heating typesF.A.Q.

Updated on 24/10/23 by Emmanuelle_OVO The Radio Teleswich System shutdown is now due April 2024Multi-rate meters are also sometimes known as ‘complex’ or ‘exotic’ meters These older types of meter are being phased out and support for them will be ending soon. If you have one of these meters, and think you’ll be affected, don’t worry- we’ll be in touch to arrange an upgrade to make sure your heating and hot water keeps working properly. So, what is an ‘exotic meter type’ and why is support for some of these meters ending? Let’s find out more... We’re saying goodbye to Radio Teleswitch Meters (RTS Meter) and Dynamically Teleswitched Meters (DTS Meter). Support is ending for old electric meters that use Radio Teleswitches. The Radio Teleswitch System (or RTS) was created to help with electricity meters that had special tariffs (such as Economy 7) before smart meters came along.  Even though it has a few features that are seen in today’s smart meters, such as automatically turning heating

72516
Jeffus
Plan Zero Hero
14 days ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account

Having an issue logging into your OVO online account or OVO Energy app?Tutorial

Updated on 04/07/23 by Tim_OVO: Got issues registering or resetting a password for your OVO app or online account? We’ve made a recent change that might help: OVO customers should ideally complete these steps in the web portal (online account) first. Once complete, these details will be copied over and available for use in the OVO App. Request a password reset from the online account login page. Select the option at the bottom of the reset email "open this email in your browser" This should then allow you to follow the steps as prompted and login into your account.  Please note: This has been extensively tested and in the vast majority of cases will resolve the issue. However, there are still some issues with users of any Microsoft email domains such as Hotmail, Live, Outlook, Microsoft. We are working on the resolution for these customers and will update once a fix is made available. There may still be issues for other customers with different email domains but these could be related

2257724
K
New Member*
24 days ago
T
Carbon Cutter*
ThemoidCarbon Cutter*
Posted in My account

Isolation switch - Can OVO fit one of these for me?

Hi, we're on an old fashioned fuse board and are having a new consumer unit fitted. Electrician came round yesterday and says we need an isolator switch fitting before he can do the work. Can anyone advise how i go about arranging this ? Cheers Stu

46
A
Carbon Cutter****
25 days ago
S
New Member**
susancNew Member**
Posted in My account

How do I move my feed in tariff (FIT) contract AWAY from OVO?

Our SSE FITs account has just been transferred to OVO - already we are singularly unimpressed by the ‘help’ OVO customer service have provided, and reading through the horrific stories on this forum of FITs payments being delayed by 6 months and more, we feel that we should remove our account to someone who gives a (insert expletive) about their customers. at the earliest opportunity.  We were only given a week’s notice by SSE that our account was being moved.  So, two questions: how do we shift to another FITs Licencee (we have the Offgem list and our current supplier is one of them - better the devil you know, as they say); Second, as our last payment from SSE was for the period up to June 2022, how do we get a final payment for the third quarter plus any intervening days at transfer out of OVO without having to resort to *edited by mod*

5
M
Carbon Cutter**
16 days ago
S
Carbon Cutter****
SunSurgCarbon Cutter****
Posted in My account

I've got a THTC meter setup, can I get lower EV charging rates?

I bought a house in Perthshire a few years ago with THTC installed so have 2 meters. I now have an electric vehicle, but it would appear that I can’t get the low charging rate advertised (and sent by email to me) by OVO to allow overnight charging. At the moment, I have to pay standard rate to charge my car when it would be cheaper to find an on street charger (not easily found in my area). Surely that is not right?

22
M
Carbon Cutter**
16 days ago
M
Carbon Cutter*****
mwalimCarbon Cutter*****
Posted in My account

Overpayment of FiT

I have recently had money paid into my account by OVO yet I switched to OCTOPUS last october and OVO are up to date with FIT payments.

38
M
Carbon Cutter*
16 days ago
S
Carbon Cutter*****
Simon TateCarbon Cutter*****
Posted in My account

How do I contact Boost Energy with a complaint?

Does anyone now how to contact with a complaint other than they hideous online chat 

39
C
New Member*
29 days ago
P
Carbon Cutter****
Pilgrim2Carbon Cutter****
posted in My account

Live billing, meter readings and understanding my online account

My understanding is that you put in Actual meter readings on the last day of your current billing period then you get a bill based on those readings If this is the case then why am I getting an estimated reading on my heating meter only on the 30 th September when my current billing period ends on the 8 th October which is when I should submit actual readings to obtain up to date bill for that period  I only have  electricity energy Not  gas 

125
P
Carbon Cutter****
18 days ago

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