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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Tutorial

Show me where my government £66 Energy Bills Support Scheme payment get...

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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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What’s happening with energy prices? Let’s take a look.

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736 Topic threads

M
Carbon Cutter*
mike fCarbon Cutter*
Posted in My account

Cooling off within 14 days - Why can't I cancel an accidental renewal on my online account?

why is it there isn't any where on the website to cancel  a switch to a 2 year rate by accident ? . i wanted to look at the tariff as i was on a variable rate and by accident i pressed the switch my tariff button . i have 14 days to cool off but the website doesn't facilitate that , why not ? A cynic would say that you do this on purpose .

29
Jeffus
Plan Zero Hero
7 months ago
B
New Member*
Bhushan LaddhaNew Member*
Posted in My account

Account wasn't made in my name after I moved in, as it was halfway through switching from SSE - how to fix?

I am new tenant,  just moved into property ***edited by mod*** on 30th April 2022.I have created account on SSE in May month but I didn’t any account creation update from SSE.As per discussion with SSE customer care, account was in transfer mode from SSE to OVO. So I am not sure weather account is created/updated with new agreement details.I am receiving bills with name of older tenant so worried do I need to pay those bill with older tenant account.I have below queries:When account will going to update with my nameI moved in property on 30th April so request to provide bill from this date on my name.Thank you.Regards,Bhushan Laddha

4
E
New Member***
8 months ago
T
New Member*
Teresa0410New Member*
Posted in My account

Solar PV panels being fitted and end of fixed tariff - is it worth staying with OVO or better export / import deal elsewhere?

Hi I've just come out of my fixed rate and haven't switched supplier yet. Does anyone no if staying with ovo is worthwhile as don't seem to be able to get any info on sell back of left over electric and how much they charge for draw down at night to charge your car 

1
Jess_OVO
Community Moderator
7 months ago
K
New Member*
KATIEBNew Member*
Posted in My account

Why are OVO taking money from me by Direct Debit when they cancelled my switch to them last year?

A year or so ago I switched to OVO. DD was set up then they declined me as a customer because of my smart meter. I noticed they have been taking £54 a month recently.   Not in an account I really use. They have acknowledged their mistake by email.  Asked me to phone.  Impossible to get through.   They are now still taking my money.  Two weeks waiting for a reply from them again from customer service and complaints.   They are now stealing from me. Before it was a mistake,  now they know what they are doing.  I don't know what to do? I can't get to speak to anyone!

2
Jess_OVO
Community Moderator
7 months ago
S
New Member**
StewMagooNew Member**
Posted in My account

What needs to happen to move our gas meter from inside garage to outside wall of garage?

Hi all. We are looking to move our gas meter from the inside wall of our garage to the outside wall of our garage, so not moving far, same location, just the other side of the wall. Looking for advise of getting this work done, I’ve been reading through past posts about this on the forum and just need some advise as to who can complete the work. I understand that for £145 our supplier can assist with a gas meter move. I’m not sure if the DNO need to be involved as the pipework for the gas already comes in from outside the house where we would ideally like the meter moved to (see photos) , it would also help with costs if the DNO were not required.The reason we want to move the meter is that we have recently moved into a new house, and currently getting a new kitchen installed. Prior to this though we are getting a new combi boiler installed and placed into the utility room, logistically it would be easier for the install if the gas meter was on the outside of the house. Firstly for the

1
Jess_OVO
Community Moderator
7 months ago
I
New Member*
Ian48New Member*
Posted in My account

Does OVO offer additional support for those using mains-powered medical equipment?

Hi.  I have COPD, and need to use an oxygen machine at home to be able to breath.  Unfortunately as I am on benefits I am really struggling to pay my bills.  Is there any help available for me: as I can’t reduce my energy use-age any further.

1
Jess_OVO
Community Moderator
8 months ago
M
Carbon Cutter****
MallakyeCarbon Cutter****
Posted in My account

Is my Direct Debit increase accurate?

Hello, I will copy/paste my sent email here..... (sent 2nd July 2022)Hello,  I would like to request a review and reduction to calculations for my Direct Debit amount. I currently pay £107 per month (I have always chosen to pay a little more than the minimum requested amount) , and I have been informed today that OVO will be changing my monthly payment to £255. Thats a 238% increase.  I would like to request an 'estimation' that accurately reflects my actual usage as I a) live alone and work 6 days a week (ie: reduced usage) and b) an increase to £255 per month is both unattainable and excessive to say the least for a single occupancy, lower usage dwelling.  My current account balance is +£696.05 I am on the 2 year fixed energy plan for both Gas and Electricity.  The OVO email estimates that my account will be -£2,959.51 at contract end on 7th Feb 2024 (end of contract).  Regards Leigh Foster  I really would appreciate a response from people as I am really concerned with how I can affo

38
M
Carbon Cutter****
8 months ago
P
New Member*
philipcNew Member*
Posted in My account

Why hasn't my Direct Debit been reactivated - My bank told me they set it up again?

Hi - due to a refund that was due to me, my bank inadvertently cancelled my Direct Debit with Ovo - and they’ve admitted it’s their mistake.  They actually reset it up on 8 June - so it was only inactive for about 2 weeks - but it isn’t showing as set up on my OVO account.I’ve asked Ovo and my bank to speak to each other to sort it out - as I know if I reset up my direct debit now I’m going to be paying even higher prices than I was a month ago.   However, Ovo don’t understand what I’m asking them - all I got form their email communication was  that a direct debit wasn’t set up on my account.   WHich I knew.  ANd trying to get through to the online chat is hopeless at the moment as whenver you try you get a message saying they are too busy so phone instead.  Yet on a Saturday there’s no-one there and I cannot phone during the week.  Life was a lot simpler with SSE. Does anyone have any advice apart from moving account - which I can’t even do as companies won’t take new custtomers at th

1
Jess_OVO
Community Moderator
8 months ago
C
New Member*
ChrisWNew Member*
Posted in My account

Why hasn't my latest phone payment been added to my account balance?

I paid my bill over the phone with the OVO team yesterday morning, why, over 24hrs after the payment went through is the account still shown in debit to the same amount that was paid?

2
Jess_OVO
Community Moderator
8 months ago
G
New Member*
Gordon70New Member*
Posted in My account

How can I link my multiple OVO accounts to the same online account?

How do I add another account to my account 

1
Jess_OVO
Community Moderator
8 months ago
T
Carbon Cutter*
tonyp227Carbon Cutter*
Posted in My account

Why are only my old statements showing when I try and download my latest summary?

Anybody else getting the same problem. I can’t down load my latest statement and if I try I get a statement from 2019. My OVO home keeps asking for meter readings when I’m on a smart meter which are working or OVO couldn’t give me last months synopsis of the bill.Is OVO still functioning?

5
T
Carbon Cutter*
8 months ago
J
Carbon Cutter*****
Jacko6625Carbon Cutter*****
Posted in My account

Why do my online usage pages show 'Tariff not found' when I check gas costs?

Tariff can’t be shown on my gas account. Works for kWh. But not cost . And no 30mins readings can anyone advise? Thanks 

5
Jeffus
Plan Zero Hero
8 months ago
E
Carbon Cutter*****
Electric_TwitCarbon Cutter*****
Posted in My account

Why am I still being asked for opening meter readings, I've already submitted them!

First post as a new customer. As requested I created my Ovo account and logged in to enter my first meter readings. Entered Electricity then Gas and then the page went back to ask me to enter the Electricity reading again. I have absolutely no idea whether the readings have been logged, no confirmation on the web page and no email. Maybe someone can help before I form a queue for customer service and start off our new relationship with a complaint!

5
Tim_OVO
Community Manager
8 months ago
K
Carbon Cutter****
Kate BarberCarbon Cutter****
Posted in My account

Can OVO arrange an engineers visit to fix a faulty external time-switch? My storage heater timings are out!

 1st Photo (Top): Night Element Re-Setter. 2nd Photo (Middle): Dial - Taken At 1.15pm. 2nd Photo (Middle): Dial - Taken At 1.15pm.   3rd Photo (Middle):  Wall Switches For Night & Day Elements 4th Photo (Bottom):  My Meter. HelloPlan: 'Simpler Energy Economy 7'.I  hope the attachments would show the sort of set-up I have. APPARENT PROBLEMAt the moment my hot water seems to be coming on at 3pm -which seems strange to me - as I thought it was supposed to beonly set to heat between midnight to 7am.By next morning my hot water is not at its hottest.NOTE: My Day Element is switched off.      I don't often use this.All I ever touch is the night element re-setter (see 1st attachment). QUERIES:  If you cannot help me with the above problem, can you adviseme of anyone who can?    Or should I just try to find an electrician?Or a plumber?And do I have a ‘radio teleswitch’ or not?MY WATER HEATERI have an Economy 7 Immersion Heater with a 'day' elementand a 'night' element.     Both of these ar

20
Tim_OVO
Community Manager
8 months ago
C
New Member*
ChriscNew Member*
Posted in My account

If I renew before my current plan ends when will my new contract start?

My current plan ends on the 3rd Oct and was wondering that if I take up another 2yr plan as offered on my renewal page on myovo will the plan start the day I renew or the 3rd Oct and will I have to pay exit fees for my current plan?

12
S
Carbon Cutter*
9 months ago
Jeffus
Plan Zero Hero
JeffusPlan Zero Hero
Posted in My account

Why has my live-billing paused since my plan changed from fixed to variable?

Anyone had any issues automatically moving from an ovo fixed rate to their variable rate tariff?Mine appeared to work fine. I can see the new tariff details on the plan page, my daily smart meter readings are still coming through and i can see the daily readings on the accounts page on the app.However the bills themselves stopped updating, both the standing charges and the usage. So only show a single day on the old tariff. I haven't had any luck with customer support over the last week. First they said they could see the bills were not updating, then they said they were yesterday , but in reality they haven't when i look unless i am missing something obvious. Is this something to do with having multiple tariffs on a single bill due to the auto switch at the end of my fixed term?  

21
R
Carbon Cutter*****
8 months ago
R
Carbon Cutter*****
rjsimmondsCarbon Cutter*****
Posted in My account

Part of my billing history is missing since I changed plans

I was moved over to OVO from SSE at the end of April. In May I signed up for Better Smart 1 Year Fixed, by accident (my fault). I am now back on the Simpler Energy, but my online billing history balance has not been updated since I changed to Simpler Energy on 8th June.I have had the email to confirm that I am on the variable rate, and support have confirmed that my meter readings are going through, but neither the readings nor the standing charges are showing on my account.I have been assured that, once I get my first bill from OVO in July all will be sorted, but after the stress I experienced trying to go back to variable from fixed (being charged exit fees despite being within the cooling-off period) , I am not feeling very confident. 

3
R
Carbon Cutter*****
8 months ago
N
Carbon Cutter*
NickGreenCarbon Cutter*
Posted in My account

Why can I not enter meter readings via website? "Oops there is a problem" error message

I receive emails from OVO requesting that I enter meter readings via the OVO website after logging in to my account. However, whenever i try and enter gas and electricity readings, I recieve the message “Oops there is a problem”Oops, indeed!What is wrong?It does not matter whether I use Opera or MS Edge to enter readings, the same error message occurs.Thank you for your help.

7
Jess_OVO
Community Moderator
8 months ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account

We can speak your languageNews

Hello, bonjour, hola! Whatever language you speak, we’re here for you  We know how important it is for all our members to feel in control of their energy and understand their bills. That’s why we have translators for over 200 languages available through our LanguageLine. Register here with our Priority Services. What is the Priority Services Register? The Priority Services Register (PSR) is a free support service for members in vulnerable situations. Each energy supplier has their own PSR. It’s a system developed by Ofgem, the UK’s energy regulator, to make sure help’s available for those who need it.  If you want more information on eligibility or the support available to you via the PSR, see our Priority Services Register guide   

1090
Tim_OVO
Community Manager
8 months ago
S
Carbon Cutter***
SMHughesCarbon Cutter***
Posted in My account

Trying to change email address on my online account and I get "Oops we ran into a problem” ?

Good Morning,I wish to change the email address on one of my accounts and when I access my profile and edit email address, I get the following message:-“Oops we ran into a problem”Any advice to get this sorted asap would be appreciated, thanks.

2
S
Carbon Cutter***
8 months ago
F
Carbon Cutter****
friend of marleneCarbon Cutter****
Posted in My account

How can I help a friend who's having difficulty submitting meter readings on the phone?

Hello, I am trying to add a meter reading on behalf of an elderly lady who does not own a phone or computer. She has waited on hold at a phone box (!) for over 2 hours so has asked me to help.  She is trying to give a true meter reading as the estimated one is too high. The OVO Bot system does not recognise the reading and neither does the phone automated system i called on her behalf.  Please help as I can understand why she is so frustrated! Number is not recognised, it’s just 4 digits long.  Thanks in advance 

16
Blastoise186
Plan Zero Hero
9 months ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account

Bill Forecast: Would you like to see this idea made into a feature?RESEARCH

We want to hear what you think of this feature idea We’re always looking for ways to help our customers manage their energy costs, and we’ve got an idea that we want to run past our forum members: a bill forecast within the app. Something like this: Here’s a mock up of what this could look like We're interested in how people might want or expect this feature to work - let us know below if you have any thoughts on how you think this could work best for you. Consider things like: What should it do? What should it not do? What information should it show? How would you want to interact with it? How likely do you think you would be to use this feature? Or anything else you think we should consider Vote in the poll and leave a comment below to let us know your take on this idea – it could help us build something that really helps our customers.

30311
sylm_2000
Plan Zero Hero
9 months ago
G
New Member*
grumpycowNew Member*
Posted in My account

Can OVO increase my direct debit if I refuse a smart meter?

elderly person living alone, limited usage have had 2 letters saying my direct debit will go up to £149 per month if I refuse a smart meter, can they do this.I understand the direct debit may have to go up because of increase in energy rates thank you

2
Jess_OVO
Community Moderator
9 months ago
C
New Member***
CromercrabNew Member***
Posted in My account

How can I help a friend understand the increase to their bills since their account was moved from SSE to OVO?

Hi Forum,I am trying to assist an elderly friend that is having issues with his SSE/OVO account.He has a semi detached home built 30 years ago, three storage heater and general appliances but uses the later very little imo.The property has an Alcara 1416-B smart meter fitted 18/5/21His energy bills have gone up and currently a quarterly bill is £800+ which is not right imo.I checked the readings and they are correct to the billing, however I told him to switch off the storage heaters for a week and the readings have come down to what I would say is fairly normal, still not great.I understand that there has been an issue with the switchover from sse to ovo on economy seven.How do we get this sorted, I am not an electrician but did switch the power off for the house and the meter did not record additional units, so guess that the meter is ok. He is elderly and is not computer literateAny advice would be appreciated as this elderly gentleman is getting stressed out by the excessive bills.

4
Jess_OVO
Community Moderator
9 months ago
R
Carbon Cutter*****
rjsimmondsCarbon Cutter*****
Posted in My account

What's the difference between Better Smart and Better Energy plans? Can I choose the cheaper plan even with a smart meter?

I am now thinking about the possibility of fixing for one year, but feel I need a bit of guidance. I have got smart meters for both gas and electricity, installed by SSE a while back, before I was switched over.My current options are as follows:2 Year Fixed Loyalty for £222 (+£10 boiler)2 Year Fixed £2241 Year Bettery Energy £2081 Year Better Smart £223So, I have two questions… Why is the Better Smart £15 more than the Better Energy - I presume it’s because of the ‘administration’ at OVO’s end -  and although I have got smart meters, can I still sign up for the cheaper Better Energy?Thank you in advance.  

5
nealmurphy
Plan Zero Hero
9 months ago
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