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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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671 Topic threads
G
Carbon Cutter*
Gail HeathCarbon Cutter*
Posted in My account
Gas supply turned off by Cadent due to leak?

Hi I'm originally an SSE customer. My gas was turned off yesterday due to leak. I'm without heating, hot water and stove.At the earliest when can you fix the gas smart meter? 

133818
D
New Member*
1 year ago
M
Carbon Cutter****
Monk96Carbon Cutter****
Posted in My account
Calorific value (CV) of gas - Is this information on my bills accurate?

When I check my Gas Bills, I am finding that, using the Calorific Value stated on page 6 of my Bill, the kWh used figure does not work out as per the value stated. This seems to be because the calculation was not made using the Calorific Value quoted. Usually it is only an error of plus or minus 0.1 of the stated value but it should be the correct value or else the bill is technically wrong !   Why can you not get all of the figures correct so that the bill can be checked fully?

536658
BPLightlog
Plan Zero Hero
1 year ago
D
New Member*
Dawn ICNew Member*
Posted in My account
Asked to send a photo of my gas meter by email - what is the email address to use?

Earlier this year I received an email from a customer service advisor at Ovo Energy asking me to email her a photo of my gas meter - this was to clear up questions regarding which meter was mine (I live in a flat and there are several different gas meters in the property). I had to wait a couple of weeks to reply as this is second home and imagine my disappointment when, after I sent the email reply at hello@ovoenergy.com I received an instant reply saying that “for my convenience” this email was no longer managed by Ovo. So I rang up and asked one of the customer service advisors which email to use. After rather a long time on hold I was told that the email to use was: customerservice.admin@ovoenergy.com.  So imagine my disappointment when I emailed the photos over only to receive an immediate reply saying this email was “unable to receive email.”  So my simple question therefore is what OVO email can I use to send the photos of my Gas Meter which Ovo has asked me to supply? Thanks

18563
Firedog
Plan Zero Hero
1 year ago
R
New Member***
rgphilpottNew Member***
Posted in My account
Why have I still not received a bill since my smart meters installed?

I had Smart Meters (gas and electricity) installed on 3rd March. When will I see my first statement? Your FAQ says it can take 6-8 weeks (though not why it takes so long), but it is now over 10 weeks. I can see my usage on the website (though strangely not in the app), so I know the meter readings are going to you, and obviously my DD credits are accumulating, so the lack of statements is not a major issue, but presumably I ought to be getting them at some point ... Richard.

386919
C
Carbon Cutter****
1 year ago
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
Posted in My account
I'm Economy 7- Why does my bill only show last years comparison for day usage?

The latest version of the monthly bill is really comprehensive and helpful, but it contains a fault, probably only for E7 customers. On the Electricity in detail page, there is a consumption figure for last year for comparison at the foot of the left-hand column.I have left no stone unturned in my efforts to minimize my consumption, so I was alarmed to see that last year’s usage was substantially lower than this year’s. So I dug out the corresponding bill for September 2021. The ‘comparison’ figure quoted (114.300kWh) is for daytime usage only. This is from my bill for September 2022:    Panic over 😅 (a 34% reduction in daytime usage since last year), but how do I go about getting this corrected for future bills? 

1908
Firedog
Plan Zero Hero
1 year ago
J
New Member***
Jacqueline GaughanNew Member***
Posted in My account
Landlord sub meter- Who can I get to look into the unsafe wiring?

 

944
Emmanuelle_OVO
Community Manager
1 year ago
C
Carbon Cutter*
Chris'd offCarbon Cutter*
Posted in My account
Why can't I setup my OVO Account?

I have been trying to setup my OVO account.  I get sent an email with a link to set the password and I do it within 2 minutes, but each time I get a message saying:  Your password reset link is invalid or expired.So, I click the link to Request another password resetAnd we go around again.  I’m sick of it.How can something so simple be so rubbish. Since the SSE → OVO change happened, not a single thing has gone smoothly.

34485
C
Carbon Cutter*
1 year ago
E
Carbon Cutter***
Ed WilliamsonCarbon Cutter***
Posted in My account
Trying to set up Online Account but old, closed account preventing this

I was an SSE customer, and was “migrated” to Ovo. I also changed address a couple of years back. Now when I try to register for an online account the system, the application process takes me back to details of my old address account. It’s as though it recognises my longstanding email address as being applicable to that old address.  It would be easy just to give up trying, but I need to submit meter readings. Pressing option 2 on the phone merely generates a message that “the service is not available right now but you can wait and we’ll connect you with an agent.” Cue elevator muzaak. Then, after a couple of “The Queue is 10 minutes long” messages there is a brief brr-brr ringtone and . . .  disconnect. I receive paper bills and so what I do is to take the (invariably wildly inaccurate) Economy 7 readings and work out my bill myself from my actual readings. This isn’t an exercise in trying to reduce the amount requested - it can work the other way too. My last bill at the end of Decemb

2034
E
Carbon Cutter***
1 year ago
C
Carbon Cutter*****
CorgimajorCarbon Cutter*****
Posted in My account
No adjustment to my Fixed Price- What about the Energy Price Guarantee?

I'm paying 47.92 ppkWh on an OVO better energy agreement and was expecting it to fall from today (1st Oct) to something like 34 ppkWh, in line with Ovo's committment to automatically adjust prices as per Govt's Energy Price Guarantee (EPG).  However my Smart Meter is showing no change to my unit price.  My mother-in-law (who lives a mile down the road) is on an OVO SVR account rate and saw her Smart Meter account price increase today inline with the EPG.  Am I right to think the OVO are happy to automatically increas prices, but not so happy to automatically reduce them?  Or is this unfair.  The fact that they are not keeping customer communication lines open during this change means I am unable to ask them directly.  Hence resorting to this forum.

3516195
Jeffus
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. 

71022
A
1 year ago
C
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

23959
Blastoise186
Plan Zero Hero
1 year ago
G
New Member*
geobowNew Member*
Posted in My account
Where's OVO contact details?

Why is there no contact OVO email address on MyOVO home page or any where else on the site Does OVO not wish to be bothered by customers? If not please say. Then I can help by moving to another supplier. Have noticed others on forum are having same problem. Can anyone suggest a supplier who likes to hear from customers?

550011
Blastoise186
Plan Zero Hero
1 year ago
R
Carbon Cutter*
RobCCarbon Cutter*
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 [url=https://www.nationalgridgas.com/data-and-operations/calorific-value-cv]National Grid website[/url] - 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 w

157816
A
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?

371322
P
Carbon Cutter**
1 year ago
M
New Member***
MogwaNew Member***
Posted in My account
What is the current price capped tariff for two rate economy 7?

what is the current capped tariff for economy 7

73429
A
1 year ago
D
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.

155217
A
Carbon Cutter*
1 year ago
C
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 ?  

2323
C
Carbon Cutter***
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! 

85660
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) 

30624
Emmanuelle_OVO
Community Manager
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.

5936
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.  

400516
P
Carbon Cutter*
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

4676
Emmanuelle_OVO
Community Manager
1 year ago
S
Carbon Cutter*****
Simon TateCarbon Cutter*****
Posted in My account
What's the best way to get help from Boost Power?

I have been using their webchat service but they are ignoring me 

27947
S
Carbon Cutter*
1 year 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.

1004215
E
New Member*
1 year ago
M
Carbon Cutter***
muzzy543Carbon Cutter***
Posted in My account
Daily usage data on the app and online account looks made up when compared to third party Hugo App?

Daily usage for July from OVO website Same usage correctly showing when house was empty 10th-22nd JulyCan OVO explain why the daily usage stats using the Hugo App correctly shows when I was on holiday yet the OVO usage data has a smoothed out graph?

64820
M
Carbon Cutter****
1 year ago

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