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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I’m currently at the end of a fixed tariff, with the options seeming to be either a fixed tariff at ~£240/m or the variable tariff at ~£160/m.Does anyone have any thoughts/input as to how high the variable tariff is likely to be raised, as I’m wondering if going to the Fixed at the moment might be locking in at the peak if the price drops in six months after winter...
I have a 3 Phase supply to my house. Years ago it had a commercial site here hence the 3 phase. I get humongous electricity bills. Scottish power have finally said they a have been billing me incorrectly. Before all this lockdown they were ringing every week for a reading. Told me to cancel direct debit to them until they could sort it out. For the last two weeks I haven’t been able to speak to them ..no one in the call centre because of covid19. I have been taking the reading and keeping them. I took a reading last week the top figure was 563999 this week it is 564696. Does that mean I’ve used nearly 700 kw ? Surely not !! There are no decimal points on my display but I’m praying that the last digit is ignored on this type of meter and the usage is 70kw which would be about right because there is only Me and my husband living in the house. Oil for cooking (aga)and oil central heating. Anyone out there help me on this one ? Kind regards Fiona
Hi there. Has anyone else out there had the same experience as me. I was checking to see if my latest bill was available on the OVO app when I noticed they were offering me one and two year fixed deals. I innocently clicked on the link to see how much it would be, only to find that I was instantly signed up for a two-year fixed contract which I didn't want. I now have to go through the process of trying to get them to cancel it within 14 days. Is it just me that thinks this is outrageous. Surely there should be a minimum of two steps to allow you to first see the rates they are going to charge you so that you can decide whether it is something you want or not. I am absolutely horrified that OFGEN allows them to do it.
I have been trying to submit my meter readings for months and have tried via the following channels:Online Support Chat Phone call to support Support phone call passed over to billingEach time the reading is registered as OK but in the end ignored and my meter reading stays the same as it was in January.I am a customer recent transferred over from Southern. My meter reading history is one I managed to submit in Jan 2022 and then various spurious ones from 2018 which are higher than 2022 for some reason. Presumably the heuristics behind the submission process are rejecting the submissions for some reason.
I know there was a Bank Holiday but my direct debit still hasn’t been taken. Is there an issue with payments that should have been taken on the 1st???Shouldn’t we have been notified if there is an issue with collection? Anyone else had payment not collected??
I am £40.08 IN CREDIT which means you OWE ME, as you can see below, yet the email and the bill imply that I have to pay this off within the 14 days. What sense does this make? Are you even testing what you send out to clients?
We've had our Feed in tariff (FIT) supplier changed from SSE to OVO and since then have failed to receive any FIT payments?
We have recently had our FIT supplier changed from SSE to OVO and since then have failed to receive any FIT payments. Emails have been unanswered and it is impossible to get through by phone.Does anyone have any suggestions as to how we can contact OVO about this?
Updated on 11/04/22 by Jess_OVOHow is my starting Direct Debit amount calculated? When you switch to us, we’ll use your annual usage figures to calculate how much your energy will cost over the year. Once we’ve got the annual amount, we’ll divide this into 12 - this will give us the Direct Debit amount.You should be able to find out your usage figures from your previous supplier but not to worry if you can’t, we’ll use the national averages. If you’ve moved in to an house we supply, we might also use previous usage data for your new home to help suggest a suitable starting figure. Either way this initial Direct Debit amount isn’t fixed, even if your price per unit won’t increase on your current plan. Once you’re on supply with us and we’re receiving regular meter readings, we’ll then calculate your payment amount using your projected usage. More info on this here and in the video below. My contract is ‘fixed’, so why has my Direct Debit amount changed? The rate you pay per unit of en
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.
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
Updated on 25/01/22 by Jess_OVO When something’s gone wrong with your online account or OVO app login Login BasicsOnce we’ve updated our online account, you’ll only be able to log in using your email address, your Customer ID number will no longer be recognised. You’ll only be able to set one password per email address. This means that if you’ve got the same email address registered to multiple accounts, all these accounts will use the same password. This also means that password resets will affect all accounts.If there's no email address registered to your OVO account, you won’t be able login. You can register your email address when you first join us, or by reaching out to the Support Team if you’re already a member. First StepsIt’s always best to check we hold an accurate email address for you. A good way to confirm this is to see whether you’ve received any emails from us already, this could include your welcome email or monthly summaries.Our Support Team can help correct or reg
Why am I still waiting for my tech issue to be resolved? I'm not receiving bills and can't access my account!
I am at my wits end. I have spent several hours and complained several times about this. I do not know what else I am meant to do.Around October 2021, the accounts “were updated”. This kicked me out of my account and every time I try to log in it states “oops! Something is wrong”. I was assured in December that the case was a priority and would be sorted in 45 days and I would be kept informed. Obviously that was nonsense and I discovered through yet another call to ovo that no such case had been raised. I am also not receiving any bills. Seriously, how long does it take to fix such a simple issue? On top of this, not one of my formal complaints has been responded to. Absolute farce.
Updated on 14/04/22 by Jess_O Not yet made the smart meter upgrade and need to send us your monthly meter readings? The easiest way to get these over to us is by logging in to your online account or OVO app (download for Android or iOS). On the menu bar (to the left or top right hand corner on mobiles) you’ll see the ‘Meter Readings’ option, click this to reach the ‘Meter Readings’ page. Exact appearance may vary Here you’ll see the meter serial number for each of your meters as well as the last meter reading that was submitted and the date this reading was received. If you’ve got a traditional meter, you can view a full run-down of all the meter readings you’ve previously sent us by clicking ‘view reading history’. Exact appearance may vary You can click ‘Back to meter readings’ to go back to the main Meter Readings page, from here you can submit the reading for each meter by clicking the ‘Send reading’ button. Exact appearance may vary This page has a handy guide to reading your me
Hello. I’ve heard people talk about off-peak electricity and so have been running the dishwasher and washing machine at night, but now I’m wondering if I just pay the same amount all the time. I’m on a 2 Year Fixed Energy Plan - is that one price for electricity at any time of the day? Is it just Economy 7 which costs less at night? Thanks.
I am wondering about what the estimated yearly use will say after exactly the first 12 months with ovo. Is it the actual usage i have consumed in the previous 12 months or does ovo try and do anything clever and tweak the actual usage number to come up with the estimated yearly use? I am about a week away from my first 12 months
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
Hello,I have a smart meter and a IHD but my on-line account whilst showing the KW/H for both gas and electric shows no values (unavailable) for all subsequent months since April 2020 - only March 2021 has any £ values - why is this?thanks
Updated on 19/04/22 by Jess_OVO Ofgem price cap announcement Ofgem has announced that it will be raising the energy price cap on 1 April in response to the rising cost of energy. We understand that lots of our members are feeling worried about changes to the energy price cap. That’s why we’ve pulled together some information here to help you understand what’s happening – and how we can help. If you’re an SSE customer, see this page. Boost Power customer? Then it’s this page. The price cap change applies to members on variable plans, and we’ll be in touch with everyone who’s affected over the coming weeks. If you need urgent financial support, we can help with this here.
OVO has announced that it is ending support for THTC in March 2023 (after having taken over part of SSE) so the radio controlled operation of “passive” storage heaters and hot water will no longer be available. There is also a knock on effect to focal point fires, showers, towel rails and panel heaters. Since OVO is actively changing how a THTC system was originally designed then should OVO simply change only the meters and leave householders with the legacy of old heaters or should OVO change meters and provide, at no cost to the householder, new, up to date storage and panel heaters with inbuilt timers so that householders can control their heaters?
I have signed up for a 12 month fixed deal starting in March. I want to monitor Ovo variable rates from that point to see how wise/unwise I have been. Although they will no doubt be lower than fixed until October, I assume that my fixed rate deal may pay off from there. If not, I might switch to variable. I see no link on the website to allow me to view the variable rates. How do I get this information?
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