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
  • 18,114 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

L
New Member*
landwombleNew Member*
Posted in My account

Where do I find my Meter Point Administration Number (MPAN) on my OVO online account? - I need to know it for my EV charger installation!

Hi Folks Looking to get a podpoint installed and they need my MPAN.  In my Ovo profile I see no mention of MPAN at all.  How can I find out what it is?  I have a barcode on the front of my electricity meter but I’m not sure if that’s it.   Thanks

2
Jess_OVO
Community Moderator
1 year ago
W
Carbon Cutter*****
Wilson02Carbon Cutter*****
Posted in My account

Can I remain on a variable (price-capped) plan and move to a fixed plan in the future?

Hi all,  I have been an Ovo customer for over 7 years now. With energy prices being so crazy right now, my renewal quote for a new 1yr / 2yr / 3yr fixed rate tariff has just come through as my current fixed rate tariff is expiring soon. The new fixed rate tariff quotes are all understandably very high compared to the current price-capped variable rate. For the first time in my adult life, I am considering allowing my duel fuel account to temporarily move on to the variable rate tariff (as it is significantly cheaper than any of the fixed rate tariffs I am being offered). If I go ahead and do this, can I move back on to a fixed rate tariff with Ovo in the future if the fixed rate deals become more attractive? Will it give me the option to do this online or by using the app a few months after my current tariff has expired and whilst I'm on the variable rate tariff? Thanks in advance for your guidance good people 👍🏻 

6
Jess_OVO
Community Moderator
1 year ago
I
New Member*
Isabella RizzoNew Member*
Posted in My account

Why does my online account still show that I'm 'Onboarding'? I joined OVO 3 months ago!

I have contacted countless people at OVO to access my online account which was never upgraded from an "on boarding account" since I joined in JULY 2021, but no one seems to be able to help. As a result of this, I have NEVER been able to input my meter readings, see my bills etc. I am paying for my direct debit blindly, without being able to access any details on my energy usage or input my meter readings.  I made a complaint and spoke to two different operators who were absolutely unable to help or to provide a decent explanation as to why I cannot access my online account or provide readings. I was promised that OVO would get back to me within 10 working days providing an explanation. Ten working days elapsed on Friday Oct 22nd and of course I didn't hear anything. The same operator promised that they would send me an email with my bills, so that I would be able to see how much I am spending. Obviously the bills were never sent to me.  Kindly assist.

2
Jess_OVO
Community Moderator
1 year ago
R
New Member**
ReddersNew Member**
Posted in My account

I have two accounts with OVO but I can only seem to access one via my online account - How can I login to the other account?

A while back there was a drop down menu allowing me to switch between accounts but that seems to have disappeared. Any ideas?

4
Blastoise186
Plan Zero Hero
1 year ago
Jess_OVO
Community Moderator
Jess_OVOCommunity Moderator
Posted in My account

How to update your marketing preferences on your online accountTutorial

Updated on 14/04/22 by Jess_OVO Had a change of heart and wanting to hear from us less, or feel like you might be missing out on some great special offers and energy saving tips? You can easily update how we contact you (other than those essential communications) by logging in to your online account. Exact appearance may vary Head on over to the ‘Profile’ section in the top right-hand corner of the homepage. Here you’ll be greeted with a summary of your account contact details and the option to update these.  Exact appearance may vary The ‘Marketing contact preferences’ box here will show the options you’ve currently selected. Click ‘Change preferences’ if you’d like to add or remove a contact channel.  Exact appearance may vary Just click on the tick boxes to select or de-select that means of contact from our marketing streams. Don’t forget to hit ‘Save changes’ when you’re done. If you want to learn about our when or why we’d contact you or whether we share your details (hint: we don

690
Jess_OVO
Community Moderator
1 year ago
Jess_OVO
Community Moderator
Jess_OVOCommunity Moderator
Posted in My account

How to view the details of your plan on your online account or OVO appTutorial

Updated on 14/04/22 by Jess_OVO Need to check what the energy prices are on your current plan or when it’s time to renew? You can find out all these important details by logging in to your online account or OVO app (download for Android or iOS). Exact appearance may vary By clicking on the drop-down arrow next to ‘Plan’ on the left-hand menu, you’ll see some extra options. Exact wording may vary There’s more info on OVO Beyond here, but for the moment you can access all those important details by clicking ‘Plan details’. Exact appearance may vary Here you can view the name of your plan, it’s start and end date and the unit rates and standing charges  on this plan. If you’re on a fixed plan you’ll also be able to check the exit fees which are applied for ending the plan early and the date when these exit fees no longer apply (hint: this will be 49 days before your plan ends, also known as your renewal window) If you’re on our Simpler Energy (variable plan) or in your renewal window you’

3100
Jess_OVO
Community Moderator
1 year ago
M
New Member**
Michael1696New Member**
Posted in My account

Why can't I access my online account after deleting my email address from an old account?

Dear All,Is anyone having any issues with My Account.  I can’t login and when I requested a password reset that option has not been sent to me.  I recently moved and asked for the email address to be linked from my old account to be removed so I do not have the option of seeing all that information. It now seems the email address has been removed from both accounts and now I cannot access anything. Does anyone have any idea how to help with this.  Presumably because it is the weekend this cannot be solved until Monday, even though it is not my fault. Michael

3
M
New Member**
1 year ago
L
Carbon Cutter*
lukesweeneyCarbon Cutter*
Posted in My account

Are OVO Energy at risk with many energy companies going bust during the energy crisis?

Does anyone know if OVO are one of the companies at risk of going bust due to the current gas price crisis affecting the UK?

18
Blastoise186
Plan Zero Hero
1 year ago
S
New Member**
sfellows99New Member**
Posted in My account

Why is the Variable Rate on Simpler Energy plan (even with the new price increase from Oct 1st) so much cheaper than the fixed rate plans?

Why is the Variable Rate (even with the new price increase from Oct 1st) so much cheaper than the fixed rates?

1
Jess_OVO
Community Moderator
1 year ago
G
Carbon Cutter***
GeorgeCarbon Cutter***
Posted in My account

Why has my refund request failed on my online account?

For the past two weeks or so when requesting a refund I get the message My refund request has failed. My balance is around £1200 and I want to reduce this by £160. This figure combined with my estimated usage will maintain a balance of around £1000 when my next DD is collected. I’ve asked the question with OVO and their reply did nothing to answer my question. They directed me to this forum so my question here is has anyone having the same problem and has anyone received an explanation why it continually fails? I will add that I’ve been with OVO since 2017 and have managed my account online without any problems.

11
D
Carbon Cutter****
1 year ago
TomThumb
Carbon Catcher*
TomThumbCarbon Catcher*
Posted in My account

I have three meters - Why is my Monthly statement wrong again?

Hello all. Ionly joined OVO in March, so I’ve only had 4 monthly statements so far & every 1 of them have been wrong. As a new customer I’ve been keeping an eye on my account, just to make sure my direct debit payment covers my actual usage costs. I’m guessing I have a different setup to most, as in the fact that we have 2 gas meters & 1 electric. only 1 gas, 1 elec are smart meters. The normal view on the illustrative statement is correct up until my monthly statement has been produced, so the billing on all 3 meters is in sync. Albeit as long as a manually supply my dumb meter reading. But my actual bill so far every month has only incorporated any 1 of the meters, or 2 of the meters or even once after a phone call to OVO to let them know, it had been amended to show a combination of 2 different meters. Every month I place a call to OVO to let them know my monthly statement is wrong again & eventually OVO produces a correct statement. I’m almost certain it’s the 3

146
TomThumb
Carbon Catcher*
1 year ago
J
Carbon Cutter***
JP9000Carbon Cutter***
Posted in My account

Why have my Aclara SMETS 2 smart meter readings reset to 0 on my OVO online account?

I’ve had my smart meter (SMETS2 Aclara) for about a year running pretty much flawlessly, however I have just discovered that last week my meter’s electricity reading has reset itself from 1306 (day reading) back to 0. It has also reset the night counter to 0 and the night reading has not increased since then (still 0 after a week). At around the same time my IHD (Chameleon Type 1) stopped displaying any electricity readings. The new readings have been transmitted and recorded by OVO. Can anyone help with this?Gas meter readings and display on the IHD are totally unaffected.

25
Transparent
Carbon Catcher***
1 year ago
M
New Member**
MickDiggerNew Member**
Posted in My account

How to login to OVO's online account after being moved from SSE?

After being moved from SSE which I didn’t have an online account. Does anyone know how to sign up for OVO account.

4
Blastoise186
Plan Zero Hero
1 year ago
J
New Member*
JCARNNew Member*
Posted in My account

Can I opt for an OVO plan if I'm an SSE customer and have an SSE account?

Can I opt for a tariff that is shownon OVO website if I am a SSE customer and have an SSE account?

1
Tim_OVO
Community Manager
1 year ago
L
New Member*
Lottie911New Member*
Posted in My account

New to OVO - how do I access my online account?

How do I register to my account online. I have clicked fist time logging in, submitted email address and nothing...... Have I missed a trick?

17
Jess_OVO
Community Moderator
1 year ago
juliamc
Plan Zero Hero
juliamcPlan Zero Hero
Posted in My account

Why does the direct debit calculator on my online account have none of my usage history since my account was moved to the new online platform?

I’ve been migrated to the ‘new billing system’. The previous billing system had my historical usage data to calculate my direct debit, but this new one is still telling me “Once you’ve been with us for 8 weeks, we can start showing you payment recommendations.”I’ve been with OVO since 2016 !!!Surely some mistake ? 

6
Tim_OVO
Community Manager
1 year ago
B
Carbon Cutter****
bonjourpaulCarbon Cutter****
Posted in My account

How do I increase my gas supply volume to a large capacity supply?

I am looking to increase my gas flow volume at a residential property.  We are just about to add a new extension and its looks as though I will need to increase the KW of our boiler to 60kw.  I also have a 16kw gas fire and hob. Is it a case of changing the meter or does the pipe need to be changed to the road?  From what I can gather most standard gas meter can provide around 6 cubic metres and a larger boiler needing this alone without any of the other appliances.  Any advice or help appreciated. 

22
Jeffus
Plan Zero Hero
1 year ago
P
Carbon Cutter****
PedrovianCarbon Cutter****
Posted in My account

“We couldn’t get a reading from your smart meter, mind sending one manually?” - Why do I get this on my online account when I have a smart meter and why can't I submit a reading?

I’ve had an email asking for my meter readings, but when I go to my account page it says “we couldn’t get a reading from your smart meter, mind sending one manually?” if I click the button it says “a problem has occurred”. My question is therefore twofold - why are my smart meters not sending info, and what is wrong with the manual readings entry page? 

24
Jess_OVO
Community Moderator
1 year ago
M
New Member**
Malc98New Member**
Posted in My account

Why does my RCD trip overnight and only resets when the kitchen sockets are off?

RCD tripped overnight, only resets with kitchen sockets trip off, any help please

4
Transparent
Carbon Catcher***
1 year ago
G
Carbon Cutter*
GurpsterCarbon Cutter*
Posted in My account

Low gas pressure going into boiler - How can I check the pressure coming into the gas meter?

Had a boiler service yesterday and to cut a long story short the engineer said that that gas pressure coming into the boiler was below the minimum required.  He said itn should be 13mb but it's 11mb from what I can gather. He advised to get a thicker gas pipe installed. However is there any way to check if the gas pressure coming into the meter is adequate, who do I contact?  

8
Jess_OVO
Community Moderator
1 year ago
M
New Member*
McFarTechNew Member*
Posted in My account

I've just switched to OVO - my first bill was as expected but my second bill was much higher, what could have caused this?

Guys.  been with OVO since may. First bill came in at £140 which was fine as we have a direct debit of £200 per month.  noticed from June to July they have charged us £467. Our electricity is around £4.50 a day but even as far back as may it’s saying we have used £10+ a day. Something is not right. We did change from monthly billing to the smart meter updating every 30 mins. They have charged us 3x as much as normal.  our smart meter is only showing a gas reading nothing for electricity. We have 100% not used 3x as much in June / July. In fact for one week we was not even home any one else has this? Will of course call them on the morning. 

2
Jess_OVO
Community Moderator
1 year ago
T
Carbon Cutter*****
TheEpicBlobCarbon Cutter*****
Posted in My account

I'm getting my electricity switched to OVO and already have gas - why is my online account profile access now limited to viewing switch details?

Not sure if this is a known ‘feature’, however during a switch into OVO, if a member has an existing fuel (in my case gas, with electricity coming onboard), I’m effectively locked into the onboarding page until my switch goes ahead.This also stops meter readings being submitted until either: the member accesses a new or previous email request to submit a reading, or the switch is within 5 days, at which point they can submit both readings.It also means the member is restricted from viewing their existing bills or usage - basically they can only update their contact details.This is both on the app and website.Also, only the app states the start date, the website doesn’t.

8
Blastoise186
Plan Zero Hero
1 year ago
G
New Member**
ged123New Member**
Posted in My account

Do we pay a month in advance for our energy? I want to know whether I'll need to pay another Direct Debit if I apply to switch away!

My direct debit has jumped from £127 to £182 which I can't afford. It kept going up last year and I ended up being in credit and getting a refund of £200-£300. I would rather have a lower bill each month, especially at this time of the year the usage will be lower. I'm trying to find out if I left OVO, do we pay in advance or arrears, don't want to have another bill. Thanks.

7
Tim_OVO
Community Manager
1 year ago
C
Carbon Cutter*
casaschiCarbon Cutter*
Posted in My account

How do I submit my smart meter readings on the online account or OVO app?

Hello, I’m an ovo customer and I’ve just been “upgraded” to the new website at https://smartpaym.ovoenergy.com/   In the new website I can’t find anymore the form for submitting meter readings? How do I submit meter readings going forward?   I have smart meters installed by Ovo, but the gas meter has never been able to submit readings automatically (too far from the electricity meter) so I had to submit those manually every month, but this option does not seem to be available to me anymore unless I missed something.   Thanks for the feedback.  

28
Jess_OVO
Community Moderator
1 year ago
G
Carbon Cutter***
granty90Carbon Cutter***
Posted in My account

Will Ovo install a third meter on a 100amp supply cable when there are already two meters?

We have undertaken a loft renovation in a terraced maisonette property in London (W12)converting our 1st floor 3 bed flat into two flats- a 3 bed split level flat and a 1 bed 1st floor flat. There is a 100amp supply cable coming into the property that also serves the ground floor neighbour. Surprisingly the supply cable also supplies the 1st floor neighbours next door.So we’ve had three flats previously on this one 100amp supply cable and now with our split to two flats, we have 4 flats.We’ve had British Gas out to the property a number of times to install a new meter for the 1 bed flat(the original meter serves the 3 bed flat) and each time the engineer onsite has a different story. The end result is that they will not install another meter with 4 flats on the same supply cable.UKPN have visited and advised that while British Gas may not do this(BG want an upgrade to three phase before they will install another meter), some other providers will. Is Ovo a supplier that would install th

23
Transparent
Carbon Catcher***
1 year ago
Terms & ConditionsCookie settings