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

  • 737 Topic threads
  • 18,116 Comments
Tutorial

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

  • 3
  • 184
Tutorial

Do I need to submit a meter reading or do anything ahead of the Price C...

  • 2
  • 0
Blog

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

  • 2
  • 20

737 Topic threads

N
Carbon Cutter***
NipersmumCarbon Cutter***
Posted in My account

Why is my Direct Debit increasing when I've just installed solar panels?

I have recently had solar panels and a battery installed. My usage has dropped considerably but apparently my DD must be raised! This is despite the fact that I have £580 credit! To add insult to injury we are sending the grid solar energy from our system for which we are not being paid as our SMETS1 meter has yet to be upgraded! I appreciate that DD payments are based upon past usage but surely someone can see the bigger picture here and  realise that our consumption is extremely unlikely to be as high again!  Why can I not use the credit I have accrued...if not what is it for?

7
A
Carbon Cutter****
10 months ago
F
Carbon Cutter***
FififiCarbon Cutter***
Posted in My account

3 phase meter readings - Could my meter be faulty?

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

26
R
Carbon Cutter**
10 months ago
U
Carbon Cutter*
Ub8jayCarbon Cutter*
Posted in My account

Why has my Direct Debit still not been collected following a bank holiday?

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??  

2
U
Carbon Cutter*
10 months ago
G
Carbon Cutter*****
gmmarcinCarbon Cutter*****
Posted in My account

Why is OVO asking me to pay off my "in credit" amount on my monthly summary email?

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? 

12
Jess_OVO
Community Moderator
10 months ago
D
Carbon Cutter*****
Dante01Carbon Cutter*****
Posted in My account

Are OVO charging me more than the price cap set by Ofgem?

I’m on a simpler energy economy 7 tariff from SSE. My current fee is 28p a day charge.The price cap is 45p a day chargeOvo have emailed to tell me they will charge me 50p a day.Isnt this illegal?

7
K
New Member*
10 months ago
Jeffus
Plan Zero Hero
JeffusPlan Zero Hero
Posted in My account

How does my online account calculate my estimated usage figure after exactly 12 months?

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 

4
Jeffus
Plan Zero Hero
11 months ago
S
Carbon Cutter*
SLeeCarbon Cutter*
Posted in My account

Why can't I login to my UK OVO Energy account from Australia?

Hi guys, I keep getting the error message below when I try logging onto my ovo portal online.Anyone else getting the same? This has been ongoing for a few days now. (I can’t use the app as I am based in Australia) 503 ERRORThe request could not be satisfied.The Lambda function associated with the CloudFront distribution is invalid or doesn't have the required permissions. We can't connect to the server for this app or website at this time. There might be too much traffic or a configuration error. Try again later, or contact the app or website owner.If you provide content to customers through CloudFront, you can find steps to troubleshoot and help prevent this error by reviewing the CloudFront documentation.Generated by cloudfront (CloudFront)Request ID: LwynR4KWmZHslFjUCV_WXYLRl8bCqfec1GBTsAXSBof50FAkM0MgfQ==

7
Blastoise186
Plan Zero Hero
11 months ago
D
New Member*
dmemeryNew Member*
Posted in My account

My cheque refund is blank on the reverse, can I still cash it?

I was sent my refund in the post as a cheque. Only the cheque is printed at the bottom of the letter that was sent. In order to cash my cheque I need the reverse but there is nothing on the other side of the paper. How have others dealt with this?

2
Jess_OVO
Community Moderator
11 months ago
L
Carbon Cutter***
LottieCarbon Cutter***
Posted in My account

Why can't I submit meter readings or request a refund on my OVO app? FIXED BUG

Is anyone else having issues with app? I cannot submit readings or get a refund (as you need to submit readings to get one) 😒 

15
Jess_OVO
Community Moderator
11 months ago
E
New Member**
EggcentricNew Member**
Posted in My account

250% price rise on fixed plans - Why are prices still going up?

I expected a steep rise in my dual fuel fixed tariff because of global gas prices.  Someone was complaining on a thread now closed about a 60% rise, but mine is 4 times as high.  Surely a mistake.  Who can I talk to?  Help please.

19
M
Carbon Cutter*
11 months ago
M
Carbon Cutter*****
MrsHCarbon Cutter*****
Posted in My account

Why have exit fees been added to my latest statement when I have renewed with OVO?

I have just checked my current charges as my statement is due in a few days, I noticed that they have added 2 x £30 exit fees, my current contract expired April 27th and I have renewed with Ovo so no exit fees are applicable.Also I submit meter readings monthly but my last bill was based on estimated readings which were higher than the actual. 

10
M
Carbon Cutter*
11 months ago
B
New Member**
BensebNew Member**
Posted in My account

Can OVO fit a 3 phase meter which measures solar exports if we switch over?

Good morning   We currently have a 3 phase supply with a Landys Gyr meter    We added solar a couple of months ago but have realised the meter isn’t billing us correctly for our net usage   Instead it bills us for import on any phase, even if we’re exporting on another phase.   weve been told by Ofgem tte meter needs to be compatible with “Vector sum metering” which our current model is not.    Our current supplier (Bulb)  cannot supply the correct meter so have advised us to move.    Before we change we’re looking for a supplier that will supply the correct meter. We’re aware smart meters aren’t yet available and we don’t want one anyway. But there are plenty of normal meters which perform this funxtionality   Can you let me know if Ovo can fit the correct meter if we move to you?   Thanns    

21
A
Carbon Cutter**
11 months ago
Jeffus
Plan Zero Hero
JeffusPlan Zero Hero
Posted in My account

Will OVO honour my interest reward if I roll onto the Simpler Energy plan?

I am currently on a fixed rate plan getting the 3% Interest Reward. My plan comes to an end in AprilIf I roll onto the Simpler Energy plan will i get the 4% interest reward?It is not particularly clear on the renewal page online unfortunately. The whole page could be a lot better. 

17
G
Carbon Cutter*
11 months ago
D
Carbon Cutter****
dougalhouseCarbon Cutter****
Posted in My account

Why is there a large discrepancy in my usage when moving from SSE to OVO with an Economy 7 meter?

WHY HAS MY BILL GONE UP OVER 4 TIMES SINCE CHANGING FROM SEE?

60
Jess_OVO
Community Moderator
11 months ago
S
Carbon Cutter*
Suzie.1266Carbon Cutter*
Posted in My account

Why wasn't I able to get a Direct Debit setup without projected usage figures?

I’m exhausted with all this: over 50 emails I’ve sent.online chat 6 timesphone calls 17still I’m being told that I’m ignoring communication from ovo. I have proof via screenshots on my phone of all the attempts made from me to contact.now I recieve a email threating me with legal action and possible CCJ?!?!?I’m on a 2 year fixed contract and todays telephone call he saying take me off it ?!?!? Erm NO I am contemplating taking legal advice myself can anyone help?  

6
Jess_OVO
Community Moderator
11 months ago
K
Carbon Cutter*
KJ1974Carbon Cutter*
Posted in My account

Why does my online account still ask me to submit meter readings? I've just had a smart meter installed!

Why do I have to send a gas reading despite having a smart meter?

6
K
Carbon Cutter*
11 months ago
D
Carbon Cutter*
dmacbrewCarbon Cutter*
Posted in My account

Does my off-peak rate apply only to my storage heaters, or all night time usage?

Engineer fitting new meter today told me that only the storage heaters are wired up to night time tariff. This is at odds to what I had been led to believe - that all electricity used during those hours is charged at the lower rate. Which is right?

5
D
Carbon Cutter*
11 months ago
stateofit
Carbon Catcher**
stateofitCarbon Catcher**
Posted in My account

So your OVO economy 7 smart meter gives you off-peak cheap electricity, but when is it cheapest?

So, some people are lucky enough, or unlucky enough depending on your lifestyle choices, to live in a house with a Dual-Rate meter. You probably didn't know you had one when you moved in. You checked the area, the schools, the bus-routes etc, but it didn't cross your mind to count the registers on your electricity meter. Of course not... No-one does that...Dual-Rate meters have TWO registers, Peak and Off-Peak, sometimes labelled Normal and Low, or even a cheerful little Sun and Moon. Off-Peak electricity is charged at close to HALF the unit rate.Lemme say that again. HALF. Half price electricity...Usually there are 7 hours of off-peak timing, which is why it's sometimes called Economy 7. Some people think it means Economy After 7pm. It doesn't...But are you Sure you know exactly WHEN your seven hours are? Many of them are Midnight til 7am, or 00:30 to 07:30... But there Are some weird and wonderful set-ups out there...There's even Economy 10, for example. Off peak electricity with tim

309
Blastoise186
Plan Zero Hero
11 months ago
A
New Member*
andrewsj31New Member*
Posted in My account

Why does OVO use Direct Debits rather than standing orders?

Seems to me OVO do not understand the concept of a Standing Order and a DD.Ovo let me educate you. DD = variable amounts, can be taken at any time although normally scheduledStanding Order = fixed amount , taken on a scheduled date So when you ask your customers to set up a DD then state we are changing the amount you pay every month , you are showing your ignorance of the banking system.hence I cancelled my DD and will pay weekly as I do now. Should you amend your understanding of the banking system, I will consider resetting up my DD or Standing order, or would you like me to explain the concept again? who else thinks OVO don’t know the difference?

4
M.isterW
Plan Zero Hero
11 months ago
T
Carbon Cutter*
timothy.loganCarbon Cutter*
Posted in My account

Why have the unit rates on my In-Home Display changed before the end of my fixed plan?

My fixed price contract doesn’t end until 29th May. Prices on my display unit  increased April 1st.  Online account reflects agreed current plan. Has anyone else experienced this?

2
Jess_OVO
Community Moderator
11 months ago
B
Carbon Cutter*
BuzbyCarbon Cutter*
Posted in My account

My OVO electricity is 100% from renewable sources so why do global gas prices affect my electricity bill?

My OVO electricity is 100% from renewable sources, so why should global gas prices affect my electricity bill ?

39
L
Carbon Cutter**
11 months ago
P
Carbon Cutter*
pen-nibCarbon Cutter*
Posted in My account

Can I pay my OVO bill in cash?

I always used to pay my previous supplier with cash via a payment slip at the bottom of the bill at their local bank.I wish to continue this method of payment with OVO my new supplier.My current OVO bill to me does not advise or enable me to do this.Please let me know how I can pay my OVO bill with cash at their or any bank please.Regards, 

7
juliamc
Plan Zero Hero
11 months ago
4
Carbon Cutter****
440rbCarbon Cutter****
Posted in My account

Why is it taking so long to get an incorrect meter reading given to SSE corrected by OVO?

Hi, I came over to Ovo in Jan, my meter previous meter reading for gas was incorrect from SSE, our fault and have been trying to get this sorted with advisors, resolution dept. with no joy. just keep getting fobbed off. Have sent at least 4 pictures of my meter and reading, called 13 times now and nothing. They’ve also arranged for a Meter Reader to come out twice now for clarification and nobody has come wasting my time. Cannot believe what is going on. ANy advice would be welcomed………….thanks

39
B
Carbon Cutter*
11 months ago
Jess_OVO
Community Moderator
Jess_OVOCommunity Moderator
Posted in My account

Changing your Direct Debit date on your online account or OVO appTutorial

Updated on 14/04/22 by Jess_OVO Had a change of payday or just want to rearrange when we collect your monthly Direct Debit? You can easily get this updated by logging in to your online account or OVO app (download for Android or iOS). Exact appearance may vary From here, head on over to the ‘Payments’ menu option. Exact appearance may vary You’ll just need to scroll down slightly to see this box. Exact appearance may vary This will give a handy reminder of what date your payments are currently being taken, as well as the option to ‘Change Direct Debit date’. Exact appearance may varyClick the drop-down menu to select the date you’d prefer your payment to be made. It’s worth bearing in mind that any changes made in the next 5 working days won’t take effect until next month. Once selected you’ll see this message.  Here it confirms the date you selected, as well as your next scheduled payment date. These may be different if your next payment date falls on a weekend (as in the example abov

1642
I
New Member***
1 year ago
R
Carbon Cutter*
Rachel1970Carbon Cutter*
Posted in My account

Why has my live-billing been paused after I cancelled an accidental renewal?

On 1st March while looking at the website and the available plans I accidentally clicked on ‘sign up to this fixed plan’.  I immediately phoned and cancelled it as I want to stay on the variable plan for the time being.  Since then the app is not updating with the amount I owe under the payments tab. It has been stuck at £5.94 since then. Everything else works except that which is the bit I want. I’ve deleted the app and reloaded, I’ve phoned up and nothing. It’s very frustrating and I really need it to work come 1st April. Any ideas?

5
R
Carbon Cutter*
11 months ago
Terms & ConditionsCookie settings