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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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Questions about your energy use? Check out our handy FAQ

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655 Topic threads
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New Member***
ClarebellsNew Member***
Posted in My account
When do applications for the Warm Home Discount open?

Hi all, Having just registered my interest in the Warm Home Discount 2019-20 the registration process finishes with this message: "Thanks – we’ll be in touch as soon as you can apply for the 2019/20 Warm Home Discount." I'm wondering if anybody can tell me when OVO will be in touch for me to apply for 2019-20 discount? Also once one has filled in the online form and registered interest in the Warm Home should you receive a confirmation e-mail? Thanks your help, Clare

23979
Blastoise186
Plan Zero Hero
1 year ago
A
Anonymous
Posted in My account
Why are my being billed to readings with a decimal place?

A simple query…..after entering electricity readings of 26400 then 26456, a total of 56 units used, which equals 56kWh, why does my OVO online usage show 55.80kWh. As it is simple subtraction why is it showing to two decimal places? as readings are in whole numbers not fractions. 

73322
A
1 year ago
R
New Member***
RobCNew Member***
Posted in My account
Are the calorific values used to calculate monthly gas charges shown on the online account?

I've got two questions about the new OVO online account pages. 1/ Are the calorific values used to calculate monthly gas charges shown anywhere on the OVO pages? My apologies if they are displayed, but I've missed them. I raise the question because you need to know the relevant calorific value if you're trying to check your gas charge calculations - right through from the meter readings to the final amount. Under the old arrangements the relevant averaged calorific value was recorded on your monthly gas bill. As far as I can see you can't download an 'old-style' gas bill under the new arrangements - and I don't think the calorific value is included on the new web pages. I know you can download calorific values via the National Grid website - but this is a palaver because you have to filter out the daily values relevant to your local zone and then average them over the charging period. It would be much more convenient if the relevant figure was included alongside the oth

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BPLightlog
Plan Zero Hero
1 year ago
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Carbon Cutter***
cyc1683Carbon Cutter***
Posted in My account
Rates different Online VS Statements?

Hi all, I am not sure do any one have same issue or just my family. Received any shocking message from OVO again. tariff rate increase is expectable however what we could expect is how come the tariff in December 22 ( Suppose the December 22  rate is under the contract of Oct 22)In our bill, the tariff for power and gas from 01 Oct 22 to 31 Dec 22:-Gas Standard charge  - 31.93p/dayGas tariff rate - 10.56p/kWhElectricity standard charge - 42.53p/dayDay energy tariff rate - 41.69p/kWhNight energy tariff rate - 20.91p/kWh  Regardless the new tariff rate from 1st January 2023, the “current” tariff is totally different. Gas Standard charge  - 33.53p/dayGas tariff rate - 11.09p/kWhElectricity standard charge - 44.6/dayDay energy tariff rate - 43.77p/kWhNight energy tariff rate - 21.96p/kWhAnyone have experience and explain why ?  

2343
C
Carbon Cutter***
1 year ago
P
New Member**
PMGNew Member**
Posted in My account
What's the usual wait time for OVO live chat?

So I tried using OVO’s online chat - that was at 9.30am - was told the queue time was 18 minutes and an agent was on their way…… 3 hours later - nothing.Could someone please tell me if they are actually opened on a Saturday thanks?

376622
nealmurphy
Carbon Catcher***
1 year ago
R
New Member**
RowdyNew Member**
Posted in My account
100% ‘green’ energy now only with a smart meter - how does this work?

Today I received an e-mither from OVO detailing how those with smart meters will get 100% ‘green’ energy. I’ve replied (twice now) to OVO asking how this is possible when all electricity is extracted from the National Grid! All I get by way of an answer is the party line about smart meters. Maybe someone on here can explain how the meters only use ‘green’ energy and not the other kind when it is all lumped together!  They must think we’re all as gullible as their staff that regurgitate the smart meter mantra! 

85960
juliamc
Carbon Catcher***
1 year ago
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
Posted in My account
Difference between tariffs at Switch and Renewal?

My fixed-rate contract comes to an end next month, and I’m now in the ‘renewal window.’ I’m trying to find out how much more I’ll have to pay when I’m transferred to a simple variable tariff. The rates I see at two pages at ovoenergy.com are different, by about £60 a year in my case.Can I be certain that if I follow the advice on the renewal page and “pick this plan today to enjoy these prices” I will in fact be billed at the rates offered? Here are the screenshots:  TIL captured today from Renewal - OVO Energy TIL captured today from Switch your gas and electricity to OVO (ovoenergy.com) 

31524
Emmanuelle_OVO
Community Manager
1 year ago
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Carbon Cutter*
DvmorelandCarbon Cutter*
Posted in My account
Why don't OVO let you submit your solar generation meter readings online or via the app?

I feel that OVO energy should allow people who own solar panels to submit meter readings via the app .  I find this to be a big inconvenience whilst living in the 21st century,  its all about user friendly. You can provide solar panel customers with an account based on FIT ID’s. This way it can be submitted and save time, it can also then be automated and processed based on last readings just like your standard gas and electricity.In result this is all tracked within the app, I personally then don't need to keep checking my emails or remind myself, as the last email in December I didn't receive from ovo.  OVO energy app will then notify me when to submit the readings.

159818
A
Carbon Cutter*
1 year ago
F
Carbon Cutter*
FlatfluffCarbon Cutter*
Posted in My account
How do I find out my Peak Vs Off Peak usage?

I would like to know how much night usage vs day usage I consume on an annual basis as a ratio figure. My OVO plan expires in Feb and this data would be helpful when looking at alternative suppliers. Analysing every bill I guess would offer this info but it’d take ages and I’m hoping there is an easier way.

6546
F
Carbon Cutter*
1 year ago
B
Carbon Cutter*
Blue407Carbon Cutter*
Posted in My account
Economy 7 price rise in January 2023?

I am confused as to why my electricity costs are going up again in January 2023.I thought that we had a Government price guarantee which was fixed until April 2023? I only have electricity as there is no mains gas in our rural Devon village.Even with modern oil radiators, its costing over £10 a day to keep the house at 10degrees C! The recent email from OVO says my day rate is increasing from 39.68p to 40.97p (3% increase)Night rate is going up from 19.05p to 22.84 (20% increase!!) I rely on my overnight rate to heat my hot water for the day.  

400817
J
New Member***
1 year ago
L
New Member*
LisadaviesNew Member*
Posted in My account
OVO closed for Christmas- My electricity is off supply, help!

Hi. I have no electric and need to contact someone from ovo energy. It says online not open now till 28th. Can someone please help me? It is not a power outage or anything to do with that. Already called 105.  Thanks,Lisa

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Emmanuelle_OVO
Community Manager
1 year 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?

168529
Emmanuelle_OVO
Community Manager
1 year ago
R
Carbon Cutter****
russcolesmithCarbon Cutter****
Posted in My account
Corgi Complaint: No heating or hot water?

OVOS LEGAL OBLIGATION have/will be  left without ANY Heating and Hot Water for  2 weeks, in the 'minus' degree centigrade temperatures. I have taken extra insurance [Boiler Cover] over the last 4 years to mitigate this risk. I have been told today that the issue will not be fixed until December 9, possibly December 12 at the earliest. Time line of events:June 25 : Boiler serviced by Corgi Homecare Plan 24-7  as part of an OVO policy I have had for 4 years. November 23: Boiler failedNovember 23: Called Corgi told to repressureize the Boiler [Myself] - Completed WorkedNovember 24: Failed Again 10pm - Called Corgi Engineer to visit November 26November 26: Engineer visits need apparently 4 new parts asked Corgi/OVO to call me, to confirm parts orderedNovember 27: No CallNovember 28: No Call - I called 5 times for over an hour was told we will call November 29November 29 - No Call so I called again - Parts not ordered or authorised for payment. makes complaint asks for customer service mana

8517
R
Carbon Cutter****
2 years ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account
What are all the charges that make up my energy bill?VLOG

Your energy bill explainer  Check out your OVO Energy charges, usage and lots more via your online account. Had a feature suggestion for how we could make your billing clearer? Suggest a new feature via OVO Forum’s Ideas.

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Tim_OVO
Community Manager
2 years ago
F
New Member***
Felix123New Member***
Posted in My account
What work needs to be done by electrician to my fuse box to prepare for moving from THTC meter to economy 10?

this is my current thtc setup in my house.   I was told I couldn’t get my meter changed until modification done to my fuse box set up.  Can anyone suggest what modification is required?

6696
Emmanuelle_OVO
Community Manager
2 years ago
A
Carbon Cutter***
andycarneCarbon Cutter***
Posted in My account
Switching from Economy 7 to a single rate smart meter and plan - what's the process?

Hi,We are hoping to remove our two old storage heaters, which do not suit our lifestyle, and replace with new electric radiators. We currently have an old meter and two consumer units, one of which is just for the storage heaters (pictured). I would like to remove the storage heaters, have the new radiators wired into this existing consumer unit and have a single rate tariff.My question is would moving to a smart meter be the first thing to do, and then switch over from economy 7 when it has been fitted? Would the second consumer unit then automatically be set up to run on a fixed rate tariff, or would some further work our end be needed?I have an electrician who can do the work for me, but he’s always busy I don’t want to change over without knowing what’s involved.Any advice on how to move forward with this would be great. We’re hoping not to have to put the storage heaters on again this year.

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PeterR1947
Carbon Catcher***
2 years ago
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
posted in My account
A free home energy efficiency survey for some customers!

For those who missed it:OVO Energy | OVO Energy ExpertsA free home energy efficiency survey for lucky customers, especially for the time being those in Cornwall. 

6261
Tim_OVO
Community Manager
2 years ago
M
Carbon Cutter***
maidblokeCarbon Cutter***
Posted in My account
How can I correct a ghost "meter reading" which has lead to an unnecessary Direct Debit increase?

Hi any ideas on how to get a response from OVO here? They emailed me on 22 Aug saying they will increase my direct debit from £ 125 to….. £ 380!Some investigation revealed this alarming increase appears to be caused by an OVO error. The electricity meter reading history page on the website shows a reading of 79927 marked "Manual" on 9 July. No meter reader attended the house. We don't have a smart meter. This meter reading is incorrect. See attached image.My electricity reading was actually 75313.I emailed hello@ovoenergy.com and they asked for a meter photo which I sent. I got a reply to that saying “I am writing to tell you I have submitted your Electric meter read and it was successful. You will also see these readings on your online account and the balance will be up to date in 24 hours.” Regrettably that did not happen and a large direct debit was taken. This was reversed by my bank, so no issues there.Latest on this is that I emailed a reply with a request to remove the ghost rea

62918
A
Carbon Cutter*
2 years ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
Help, I think my traditional meter's faulty: Your guide to what could go wrong with your meter and how to get it fixed!Tutorial

Updated on 17/12/24 by Emmanuelle_OVO:Not found the answer you need? This topic might be helpful:   Analog meters are close to extinction and with this brings the death of some meters (RIP). This topic will cover some scenarios, where a meter is faulty, either fully stopped clocking or is royally on the blink. Clocking too fast If you feel you’re using more energy than you expected, It’s possible (but very unlikely) that your meter is clocking your energy use too fast.It’s very unusual for meters to clock too fast. In fact, over 80% of supposedly faulty meters that are tested are found to be clocking absolutely accurately.If you’d like us to carry out a Meter Accuracy Test (MAT), we can send an engineer round to do this for you. It will cost £157.00 for a gas meter, and £149.00 for an electricity meter, and we’ll ask you to pay the charge up front.If a meter accuracy test has determined that a meter is clocking too fast by at least 2.5% or slow by at least 3.5% we will need to complete

102588
R
Carbon Cutter**
2 years ago
T
Carbon Cutter*****
TechnophobeCarbon Cutter*****
Posted in My account
Home flooded. Does OVO offer support in these scenarios?

Hi,My home flooded last week and I'm awaiting insurers decisions. Obviously, trying to heat up and dry out the area that's sodden is going to gobble up energy. Once dehumidifiers and industrial cleaning gets underway, it's going to get horrendous. I want to alert OVO as I'm already dropping £10 a day just heating the worst area on higher radiator setting. Who is best to contact? Is there anything they have in place for unprecedented and unforeseen energy surges usage and charges and would the insurers cover anything to also help?I'm a 70 year old, living with M.E. God knows what the stress of all this is going to do to that!!!!!

1013
T
Carbon Cutter*****
2 years ago
L
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 ? 

76710
L
Carbon Cutter***
2 years ago
Blastoise186
Plan Zero Hero
Blastoise186Plan Zero Hero
Posted in My account
Top tips and tricks with OVO Energy TrackerTutorial

Updated on 19/09/2023 by Abby_OVO You may have heard recently that OVO Energy Tracker launched. But if you’re unsure what it’s about or how to use it, here’s some of my own top tips and tricks! Seven seems to be a really popular number recently, so I’ve got eight tips instead.  It’s free to all OVO Members OVO Energy Tracker is not only free, but it also makes some of the previously paid features free too. Features previously known as ‘Energy Spotlights’ and the ‘Carbon Tracker’ no longer require you to have OVO Beyond. But if you were using them via OVO Beyond, everything has been migrated over. You can find tips and advice As well as insights into your energy usage, OVO Greenlight is also designed to offer tips and advice that can help to reduce your usage and save you a little bit of cash. You won’t see all the tips all of the time, so check back every so often for more! A smart meter isn’t required To make full use of Energy Tracker, a working smart meter in Half-Hourly mode is nee

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Tim_OVO
Community Manager
2 years 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

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C
Carbon Cutter***
2 years 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

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Emmanuelle_OVO
Community Manager
2 years 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!

158207
Emmanuelle_OVO
Community Manager
2 years ago

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