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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.

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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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625 Topic threads

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Carbon Cutter***
lynneylynneCarbon Cutter***
Posted in My account

New neighbor- and now OVO has closed my account in error?

My credit has been refunded - but it is not in my bank ?  I have no emails about this ?  I did not request this I’m quite happy with OVO , looks like a SCAM of some sort but I don’t understand ?!  Can’t put meter readings and there is a final bill when I’ve not even asked to leave ?  Worried sick can’t get through on WhatsApp or Instagram and the phone ?!  Has this happened to anyone else ? 

9
L
Carbon Cutter***
1 year ago
C
Carbon Cutter***
CrafyroseCarbon Cutter***
posted in My account

Some great energy saving ideas!

I have a double glazed south facing conservatory which allows passive heating into my bungalow. Even in Winter, its unheated, but Winter sun is sufficient to warm the conservatory, and provide passive heating, reducing the need to turn on heating in the daytime. In Winter, I set my thermostat to 18C, and only boost the heating as necessary in the evening. Any rooms not used, have the radiator valves turned off. The time clock controls my heating to come on automatically, and for me, I do not need heated rooms over night, so the heating goes off at 10.30pm.Another saving I have found, is not to have the hot water turned up too high, it is pointless heating water to high temperatures, then having to cool it down with cold. However, now and then, I allow the boiler to reach 60C to kill any bacteria in the system, then lower it back again.I do keep my boiler serviced every year, and insist the engineer checks for maximum efficiency. Our previous boiler was useless, it took ages to heat wat

2
C
Carbon Cutter***
1 year ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My account

We’re delighted to announce OVO Foundation’s three new climate change partnerships…News

New partnerships helping us create a greener, brighter future for the next generation  In 2014 we launched OVO Foundation, which is OVO’s own climate focused charity.  100% of the money kindly donated by our customers goes directly into funding our projects. For every penny you donate, we match, so together we can double the impact! Every child and young person should have access to nature – and be able to learn about protecting the planet they love. It’s the next generation that will be most affected by the climate crisis, so that’s why since 2020 we’ve been funding climate action and education projects here in the UK. It’s how we can make the biggest impact. We’re incredibly proud of the work we’ve already done, and are excited to announce our new partnerships with three brilliant charities. Together, we can inspire the next generation to become the green guardians of tomorrow. Let’s get to know our new partners and projects: Ashden Climate Solutions We’re giving 75 schools a cash pr

850
Emmanuelle_OVO
Community Manager
1 year ago
D
New Member***
dd1dNew Member***
Posted in My account

Is the phone number 03450729386 that keeps calling me actually OVO? Someone online says it's a scam...

Hi, I keep receiving phone calls from the 0345 072 9386 phone number. Online it is listed as a scam phone number, but some people say it is actually OVO energy... Is there a directory with all the phone numbers that OVO might be calling me from where I can look it up? Thanks!

7
Emmanuelle_OVO
Community Manager
1 year ago
C
Carbon Cutter***
CrafyroseCarbon Cutter***
posted in My account

Keep the heating on..... but, don't skimp on insulation!

I know Ovo offer a quick way of comparing annual consumption, but why not offer a comparison chart over say 5 years? I was definitely surprised when I analysed my energy use with my engineer son-in-law. With all the hype about increased energy costs, my annual consumption has flat-lined the same over a 3 year period, yet prices have only increased slightly. Good news - yes? I can only assume, my fixed rate (when it ended) offered exceptionally good value, but the real value now (it seems) is by staying with a standard flexible tariff, and not locking into anything. I really thought my costs would have doubled in 3 years, but, they have not. I am (according to my son in law) a low user of gas and electricity, which is helped with 1ft (300mm) of loft thermal insulation, 28mm double glazed windows,  and the latest Greenstar gas boiler, (with digital thermostats) and only turning on radiators in the rooms where I actually need them. My message to other retired people?? Insulate well, and d

2
C
Carbon Cutter***
1 year ago
C
New Member**
Claire88New Member**
Posted in My account

Why did OVO Energy not collect my Direct Debit on my usual payment date?

I want to know what to do as my payment was ment to be taken on the 22nd but has not. And when I look at my account it say bill pending 

21
A
Carbon Cutter**
1 year ago
C
Carbon Cutter*
CharliewooCarbon Cutter*
Posted in My account

Economy 7 meter- The total reading does not match R1 + R2?

Evening all,I support a young lady who has got some absolutely massive bills after the switch from SSE to OVO. It seems they are all based on estimates which are somehow suggesting her Economy 7 usage in KWH will be 320% higher than last year!!! So I called OVO today to give an accurate reading and on her meter there is R1 R2 and a third number. The advisor told me that third number is the total of the two rates. Problem is one rate is 80000, two rate is 43000 and the apparent total rate is 36667. Is this normal or has something gone wrong? 

6
Emmanuelle_OVO
Community Manager
1 year ago
V
New Member***
VulnerableMumAtRiskNew Member***
Posted in My account

My mother has to wait until she is off supply before Boost Energy will replace the meter?

Has anyone had the below happen to them? And will this ever be resolved? (it feels like this will never be resolved from what I’ve seen so far) The Beginning:This situation all began almost a month ago (my app hasn’t updated since 11/10/2022) because I could not top up the electric and gas meters, I have tried several times (on different cards) and each time my payments were declined, however my money was taken for 5-7 working days each time before being returned to my bank account. And because of the poor customer service and dropped calls over the last 2 weeks (to avoid an emergency situation), my vulnerable mother was left without electricity on Monday (07/11/2022), which caused her ‘lifeline’ to send out an emergency alert. This Week’s Highlights (there is so much more I could say):Dropped calls by the Complaints & Resolution Team (overall, I’ve had my call dropped by the majority of advisers I’ve spoken to, even when I’ve asked to be called back) Every adviser / call has told

4
Emmanuelle_OVO
Community Manager
1 year ago
D
New Member*
David PhillipsNew Member*
Posted in My account

How do you contact a human being at OVO (from overseas)?

I am trying to settle my Mother’s account (she’s been in a Nursing Home since February). Her house was sold in June. I’ve tried ringing the OVO number for weeks but usually give up after 30 minutes sitting in a queue.Also, I’m phoning from Australia (+11 hrs time difference) so the phone opening hours are not very suitable from here.If someone from OVO reviews these groups, is the only option to do this via snail-Mail ?  I see no email option anywhere on your website.Thanks in advance.

3
Blastoise186
Plan Zero Hero
1 year ago
M
New Member*
macdNew Member*
Posted in My account

I'm on a Fixed Plan. How will the Energy Price Guarantee affect me?

Due to the delay in the government setting out a plan I signed up to a 2 year fixed deal that works rates that are more than the current maximum rate set in the recent government plan. Will my contract rate be capped and therefore reduced? 

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T
Carbon Cutter**
1 year ago
S
Carbon Cutter*****
Simon TateCarbon Cutter*****
Posted in My account

Unable to sign up to the Priority Services Register with Boost Power?

My wife and I are registered disabled and we need 24/7 on our electric Cant believe Ovo/Boost won’t help us we receive universal credit Thanks simon

7
Emmanuelle_OVO
Community Manager
1 year ago
R
Carbon Cutter*
Reptar001Carbon Cutter*
Posted in My account

How can I cancel my Direct Debit? - I'd like to pay on receipt of my bill instead.

Hi I hope you can help me please. I am currently paying my energy bill by Direct Debit each month. Due to the recent and upcoming price increases, I would like to go back to Paper Bills and manual payments online. This is so , as I hope, I will only be paying for the energy I actually use each month instead of a blanket amount regardless of mu usage. Can anyone tell me how to do this without getting earache on the ‘phone line please?? Thanks in advance. Dave

69
Emmanuelle_OVO
Community Manager
1 year ago
D
New Member***
Divert2New Member***
Posted in My account

I'm on a fixed plan - Will the price cap increase affect my direct debit amount?

I moved to OVO earlier this year and I'm on the Better Smart Plan, I queried why my direct debit has gone up 50% this month and below is the reply. I understand if I'm using more than the original estimate my DD needs to go up but the response seems to suggest prices can change.Hi Andrew,Thanks for getting in touch with us. You are on a fixed contract but the price is not fixed the unit rate and standing charge is this means that the price can vary due to the energy market at the time and also the usage of energy.Due to the 54% increase this would be why your DD price has increased to £146. Surely the whole point of fixing is to prevent price changes? If the unit rate is fixed unless there is a change to tax surely it should stay the same? I'm not understanding this explanation at all.

53
D
Carbon Cutter*
1 year ago
D
Carbon Cutter***
daisydog09Carbon Cutter***
Posted in My account

Can I change to a pay as you go meter prepayment meter?

can i change to a pay has you go meter

16
H
Carbon Cutter**
1 year ago
E
Carbon Cutter****
edgoodCarbon Cutter****
Posted in My account

Annual electric consumption of 12,000 kWh for only 2 people- What's wrong?

I have an OWL electricity monitor which gives readings close to my smart meter, but throughout every night (and though the day) there is a spike in consumption about every 30 mins amounting to about 2 kw.I have tried turning off the hot water system as that seemed like a likely cause.Our heating is gas powered underfloor and the pump doesn't come on at night at the temperature setting we have set.This is a vital issue as even when we are away on holiday and the heating is on frost setting only, we still use 15 - 17 kWh per day!! When we are in the house is comes to between 35 and 40 kwh for an annual total of almost 12,000 kWh for electricity only.  There are only two of us in the house, which is heavily insulated and four years old.We have only normal and up-to-date appliances - washer, tumble dryer, kitchen ovens, etc. What on earth can be causing this level of consumption?

34
nealmurphy
Carbon Catcher***
1 year ago
H
New Member*
hart67New Member*
Posted in My account

Additional help for pensioners for the energy crisis?

Hi,Can I ask is there any additional help pensioners can apply to ovo for in terms of fuel bills?Regards Kath

5
P
Carbon Cutter*
1 year ago
M
Carbon Cutter*
MankyCarbon Cutter*
Posted in My account

How do I contact OVO regarding single to double glazing windows grant? (ECO scheme)

I received a letter in the post telling me my house has a low energy rating and falls under the ECO scheme which is eligible for various improvements.We are homeowners and from checking the Ofgem website we should be eligible for this scheme as we get warm home discount too.My house is all fitted with single glazed windows (which let a lot of cold in and also a lot of noise) and they have not been upgraded for the better part of 15 years.I have tried contacting OVO regarding this but the advisors have no clue of what I am talking about.Please can someone point me in the right direction?

8
Emmanuelle_OVO
Community Manager
1 year ago
S
Carbon Cutter*
SarahWgsCarbon Cutter*
Posted in My account

Redundant meter needs to be capped and removed. Who's responsible?

My  parents are trying to simplify an old arrangement and reduce costs. They live in a house that used to be two flats and which had 2 electricity meters and therefore 2 charges etc. The arrangements have now been changed so all the electric is using one meter and so now the second one can be removed. Just to make this an especially complicated situation they are in the process of being transferred from SSE to Ovo. The now redundant meter is with  Ovo and the other is with SSE. Both are smart meters, however they have to submit manual readings as the 'smart' meter does not seem to connect. I cannot seem to find any way of contacting Ovo for help with this very specific question, does anyone have any suggestions please! Thank you

6
Emmanuelle_OVO
Community Manager
1 year ago
S
Carbon Cutter****
ScalpaynewbieCarbon Cutter****
Posted in My account

My usage page on the App is still showing my Variable rates before the Energy Price Guarantee?

Why is the app not showing  the new rate agreed in Oct 1st. the account side of the app is still making errors

26
T
Carbon Cutter**
1 year ago
D
Carbon Cutter***
deenahowellsCarbon Cutter***
Posted in My account

My parents have been charged £10 'site visit' for reading a meter?

My elderly parents have been charged £10 for reading their electric meter.

12
Blastoise186
Plan Zero Hero
1 year ago
S
New Member*
SMC_customNew Member*
Posted in My account

Why are my charges from July - October split up with two sets of unit rate prices?

I have checked my latest bill (July to October) and I just can’t understand it. My flat runs only on electricity, and there’s a section with my tariff information and the cost for the standard charge and unit. There’s only one price amount for each, which I take is the same rate for any time of the day.However, when looking at the usage, there are different amounts calculated for both. From July to September, I’ve being charged a completely different amount per unit, plus 2 different standing charges applicable to different number of days. I know the overall charges were different then, but this information is still different to my tariff costs then.Then, from the 1st to 6th of October there’s, again, a different cost per unit from my tariff information, and yet again 2 different standing charges, one applicable to 2 days and another one to 3 days. Not even adding the 5% VAT can I make sense of those prices. Could anyone please be kind enough to explain what is going on?Many thanks

2
M
Carbon Catcher**
1 year ago
curtis
Carbon Cutter****
curtisCarbon Cutter****
Posted in My account

Daily usage on the Online Account now updates later in the day. Why?

why does the daily use on online account not update reasonably early it used to update about 08.30 it is now 10.22 and still not updated. I use this to see how much I have used during the day I also keep an eye ion the IHD but it would be nice to see it updated earlier.  

14
eezytiger
Carbon Cutter****
1 year ago
J
New Member***
John WNew Member***
Posted in My account

Does the Direct Debit contract calculation take into account any credit on my account?

Does the 2 year contract calculation of direct debit amount take into account any credit on my account? If it is not taken into account the renewal direct debit is too high.

36
B
Carbon Cutter*
1 year ago
T
Carbon Cutter*****
Tjw50Carbon Cutter*****
Posted in My account

I can't submit meter readings as online account says I already have smart meters?

Hi. I want to provide my meter readings but my account is not giving me the option to do it. It says my smart meter is sending readings automatically...but I dont have, and never have had, a smart meter!

19
C
Carbon Cutter**
1 year ago
B
New Member***
BristolMattNew Member***
Posted in My account

Why am I now being sent and how can I stop receiving paper statements?

I seem to have started receiving paper statements all of a sudden, which I really don’t want. Please can you let me know how to switch these off?

21
D
New Member**
1 year ago

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