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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
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New Member**
keithleggNew Member**
Posted in My account
I have an Insurance claim - OVO keep sending estimated bills

Our house has been subject to an ongoing insurance claim relating to a burst pipe for over a year. In this time, we have repeatedly called OVO to inform them of this but they still keep sending estimated bills. We are told the only alternative is to have a smart meter installed, however the house is currently uninhabitable. The house has had a diversion circuit installed as the entire house needs to be rewired, and therefore a smart meter can’t be installed at present - however every time we call this is the only option being given. What help can OVO give to us? As it stands, the reading includes work which is part of the claim and the electricity bill will be paid at the end of the works, however OVO are now threatening us with debt recovery action.

362
Shads_OVO
Community Moderator
27 days ago
strawberrisc
New Member***
strawberriscNew Member***
Posted in My account
Why has my usage data from my smart meter not updated on my online account for two days?

I check my usage every day - especially as my daughter has started to use the oil heater in her bedroom. However, I have had no usage statistics for Gas or Electric since 14/02. Does anyone know why this might be?

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M
Carbon Cutter**
1 month ago
lyeuhm
Carbon Cutter***
lyeuhmCarbon Cutter***
Posted in My account
THTC / Separate Radio Teleswitch and Meter- Can I get a smart meter?

Hoping someone here can help because this has been an on-going battle since before OVO took over SSE and it’s gotten progressively worse recently. I live in a house that’s meters haven’t been checked, inspected, whatever since at least 1993.  I have two meters - one for my storage heaters and water tank, and one for standard electricity.  I’ve been trying to get this changed to either a smart meter if available OR just a standard single meter with a day or night rate. I have email chain(s) going on with SSE/OVO (One email chain is using @sseenergyservices.com and the other is @ovo.com hence posting here) that I seem to just be going around in circles.  I finally got through to the Electric Heating Team (EHT) about two weeks ago who changed me onto a single rate THTC tarrif, so both my standard and heating meters are at the same rate - but based on the readings that I’ve been providing, it’s still nearly 500 a month just for two storage heaters and a water tank.Has anyone else had probl

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M
Carbon Cutter**
1 month ago
TomThumb
Carbon Catcher**
TomThumbCarbon Catcher**
Posted in My account
I have three meters - Why is my Monthly statement wrong again?

Hello all.I only 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 meters &

3601149
Shads_OVO
Community Moderator
28 days ago
O
Carbon Cutter****
OceantraderCarbon Cutter****
Posted in My account
Are my peak/off peak registers the wrong way round?

We have an Economy 10 tariff with storage heaters. Having been told that I owe Ovo a lot of money due to underpayment for my electricity consumption, I went back over my past 2 years of bills (since we moved in). I was amazed to see that I seem to using far more peak time power than off peak and that in the winter months the peak time consumption shoots up. This should not be the case - the storage heaters are only active off peak, and all washing and tumble-drying also being done off peak, it really looks as if we are being charged peak rates during off peak hours and vice versa. Is this possible? How can we check? i have raised this with Ovo and am waiting for their response, but I wonder if anyone else has ever experienced this?

104938
Shads_OVO
Community Moderator
29 days ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
Making a card payment on your online account or OVO appTutorial

Updated on 01/04/24 by Abby_OVO Noticed your account balance is dipping a little low or just fancy topping things up before winter? There’s a simple way to do this by logging in to your online account or OVO app (download for Android or iOS). Exact Appearance may vary From the Homepage, head on over to the ‘Payments’ page via the menu to the left or by clicking ‘Manage your payments’ on the ‘Today’s Balance’ box. Exact appearance may vary Here you’ll see the bank details we have registered for you and your Direct Debit date arrangement details. You’ll need to give the page a little scroll. Exact appearance may vary You’ll see the ‘Top-up your balance’ box. Click ‘Make a top-up payment’, this gives you the option to make a one-off card payment. Exact appearance may vary You can pick the amount you’d like to pay by entering a number in the available box. You’ll then be able to see what your balance will be after this payment shown below this box. Click ‘Pay now’ to be taken to a secure t

668234
D
Carbon Cutter***
1 month ago
D
Carbon Cutter*
dunks517Carbon Cutter*
Posted in My account
smart meter and online account

I had a smart meter installed in Mid September removing an old night rate meter and day meter. Around two weeks ago I was unable to access my online account. I’ve never been able to use the app and I now cannot access the online account. I have tried using every known browser known to man, different PC, tablets, Mac, phone, different locations and still can’t access it.  I had an email exchange for fits@ovoenergy.com around 2 weeks ago and haven’t received a reply.. I am sick to my back teeth of the service provided by OVO and have been met with incompetence at every turn. If I don’t hear from them shortly I’ll be going to the Ombudsman again.

604
Shads_OVO
Community Moderator
29 days ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
Meter Certification - What you need to know!Tutorial

Updated on 21/08/23 by Abby_OVO Did you know your meters have a ‘best-before’ date? Meter certification may sound a bit dull, but it’s an important part of making sure we’re able to measure your energy usage accurately. Here’s what you need to know - especially if we’ve let you know that your meter needs to be replaced soon. Every meter has a certificationWhen it was installed your meter was certified - giving it a date at which it will need to be replaced. Most people don’t realise that their meter even has this certification, as the information isn’t always written on the meter itself. You can read more about the technicalities behind the certification process on this government website.  Your meter’s certification will expire after a set amount of timeYour meter’s certification can last between 10 and 40 years. The information about the expiration date of your meter is held by the energy industry - who’ll let us know when it’s nearly expired.  As your energy supplier, we’ll then be

2906719
M
New Member*
1 month ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
Getting to grips with the Direct Debit Calculator on your online account or OVO appTutorial

Updated on 04/11/24 by Emmanuelle_OVO: If you’re logging in to your online account or OVO app (download for Android or iOS) regularly you might have spotted a recommended Direct Debit amount showing on the Homepage. Exact appearance may vary So you might be wondering how we work out this recommended amount, we’ve got a tool which might help. If you click ‘Change Direct Debit amount’ you’ll be greeted by this page, Exact appearance may vary You can see the basic breakdown of how the recommended Direct Debit amount is worked out by clicking ‘How we work out your recommended Direct Debit amount’. Exact appearance may vary This shows how we use your predicted costs, current balance and remaining months left on your plan to determine a sensible monthly amount to cover your costs. For a more in-depth view, you can access our great Direct Debit calculator by clicking ‘check out the Direct Debit calculator’ from the ‘Change your Direct Debit’ page,  Exact appearance may vary  The Direct Debit

153132
M
Carbon Cutter*
1 month ago
M
New Member***
Michaelgodfrey1970New Member***
Posted in My account
What's the best way to switch from pay monthly to prepayment (PAYG) with OVO?

Hi all,  recently moved into a new house and we have just been moves from sse to ovo. We have just had new smart meters and in home display etc fitted by ovo. We told them we wanted to change from quarterly billing, used by previous tenant, to pre payment. The meters will do this. But nothing has been done by ovo, and after 2 hours on the phone being passed from one person to thr next and cut off 3 times, they keep trying to send me to Boost. Boost keep sending me back as I'm.not their customer and they have no details so can't do anything. Ovo clearly do pre payment as they have an app for it, our new meters will do it as the engineer told us, yet no one on the phone seems to be able to help. Thr last person I spoke to seemed to accept ovo can do this but suggested I ring back in a week as the meters weren't registered yet. Really can't go through all the hassle again, anyone have any ideas about who to contact, what to tell them, and exactly how to simply get onto pre payment? Any ad

36417
A
New Member*
1 month ago
S
Carbon Cutter*
Steve-oCarbon Cutter*
Posted in My account
Asbestos backboard removal- Whose responsible?

Hi everyone. Has anyone been through the process of having their electricity meter successfully removed from an asbestos backboard, in order for both to be replaced?  A little context. We have an older style meter which has developed a fault (the readout has gone blank). We’ve had a smart meter installation aborted twice in the last few years with quite vague explanations as to why and no follow up. The fault in the meter has now thrown up some answers as to why the installs were aborted, but having reported the fault, we’ve been sent back and forth between OVO and Scottish and Southern with no one wanting to help or offer advice.  What is the process in these circumstances? I know the backboard is our responsibility but I can’t imagine anyone wanting to deal with the meter without the consent of the DNO? Any help would be muchly appreciated.Steve-o.

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L
Carbon Cutter****
1 month ago
F
Carbon Cutter***
ffryCarbon Cutter***
Posted in My account
OVO refunded me by mistake and now I have to pay it back?

Earlier this year my online OVO appeared to be in credit and I claimed a refund. Now OVO say it was a mistake and that I have to pay the refund back. Do Ofgem’s back billing rules apply in this situation?

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C
Carbon Cutter**
1 month ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
Identifying Smart Meter Issues on your online account or OVO appTutorial

Updated on 25/08/23 by Abby_OVO Got a smart meter installed but noticed we’ve estimated your usage on your latest monthly summary? There’s a chance we could be experiencing communication issues with your meters. The first place to check what’s going on with those smart meters is your online account or OVO app (download for Android or iOS). You’ll know something’s up if you see this message on the Homepage. Exact wording may vary This message will appear if we haven’t received a reading from your meter as expected for at least 5 days. Hopefully this is just an intermittent issue and the meters will get back in touch with us soon. In the meantime it’s worth submitting a meter reading a few days before your next monthly summary is due.  To take a reading you’ll need to go to the meters themselves (this won’t be viewable on the In Home Display unfortunately). For SMETS1 ‘Secure’ smart meters: There’s a slight difference between the the S1 meters we installed. To take a dual (day/night) rea

10319124
B
Carbon Cutter*
1 month ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account
Having an issue logging into your OVO online account or OVO Energy app?Tutorial

Updated on 04/07/23 by Tim_OVO: Got issues registering or resetting a password for your OVO app or online account? We’ve made a recent change that might help: OVO customers should ideally complete these steps in the web portal (online account) first. Once complete, these details will be copied over and available for use in the OVO App. Request a password reset from the online account login page. Select the option at the bottom of the reset email "open this email in your browser" This should then allow you to follow the steps as prompted and login into your account.  Please note: This has been extensively tested and in the vast majority of cases will resolve the issue. However, there are still some issues with users of any Microsoft email domains such as Hotmail, Live, Outlook, Microsoft. We are working on the resolution for these customers and will update once a fix is made available. There may still be issues for other customers with different email domains but these could be related

2451460
A
Carbon Cutter****
1 month ago
O
New Member**
originalhandleNew Member**
Posted in My account
Where can I find my Economy 7 Peak and Off Peak hours?

Only place I could find a mention of times for E7 were on this page:https://www.ovoenergy.com/guides/energy-guides/economy-7The exact time window varies depending on your energy supplier, where you live, and other factors. But generally, the 7 off-peak hours fall somewhere between 10pm and 8.30am. (Remember, this can change with British Summer Time). I am not looking for a 'general' idea of what time Ovo E7 hours are. I am looking, and have been looking for exactly what those hours are. This information seems to have been deliberately hidden from both the public, and your customers.Is this hidden so well for any particular reason? Is it something they vary regionally, or from day to day? 

1709450
V
Carbon Cutter*****
1 month ago
G
Carbon Cutter*
Grandad_BodCarbon Cutter*
Posted in My account
Why is the charge anytime tariff rate not available as a straight forward economy 7 rate?

Why is “night rate” electricity much cheaper to have if used with an electric vehicle tariff than a straightforward (Economy 7) storage heating tariff and why is the cheaper tariff only available if you own an EV?

916
Blastoise186
Plan Zero Hero
1 month ago
A
Carbon Cutter*
agardner1Carbon Cutter*
Posted in My account
Original and very old electricity main fuse needs changing - how do I get this replaced?

We recently had an electrician in who said we have a very old and the original electricity supply box, even though we have a smart meter. He described it as “a biscuit tin” and it needs changing because it will be increasing the amount of energy we use. I have attached a picture of what it looks like. Who would I contact to change this and can they do it as I don’t want to be charged more than necessary, especially as all other costs are increasing.

415733
D
Carbon Cutter**
1 month ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account
Variable price change, OVO Simpler Energy Plan and the Ofgem price capTutorial

Updated on 14/12/23 by Tim_OVO Ofgem’s energy price cap limits what you pay for gas or electricity on a variable rate plan. You can see the latest information regarding the price cap levels and date changes on the Ofgem site here. The way energy suppliers set prices is impacted by: The price cap – set by Ofgem, the energy regulator. This limits the amount customers on variable rate plans will pay for each unit of gas and electricity and sets a maximum standing charge. The Energy Price Guarantee – provided by the government to help households with energy costs during the energy crisis. It’s a discount on gas and electricity prices and is in addition to the price cap. It applies to both variable and fixed rate plans. If the Energy Price Guarantee (EPG) is above the level of the price cap, it won’t impact prices for anyone who pays monthly.  What this means if you pay monthly for your energy If you're on a variable rate plan, your unit rate and standing charge will change on 1st January,

325061
S
New Member*
1 month ago
L
Carbon Cutter*
lcletheroeCarbon Cutter*
Posted in My account
I cannot change Direct Debit on the app

Hi there - in my Ovo app where the direct debits are I don’t have a MANAGE DIRECT DEBIT icon instead i have a statement saying “this direct debit can only be changed by the person who set it up” - it was me who set it up!!  The account is in the name of both myself and my husband.  Can anyone please help?  I have called previously about this but the operator simply changed the direct debit but did not update the app for me.  I would like to be able to control this myself.  Any help appreciated - thank youLaura 

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I
Carbon Cutter*
1 month ago
P
Carbon Cutter****
PipmeldrewCarbon Cutter****
posted in My account
Multiple issues since migrating from my fixed tariff.

Since my Fixed rate deal expired in November last year I have experienced problem after problem with the level of my DDR payments, Meter readings being ignored and my Anniversary date being extended by 4 months.At the outset on the variable rate tariff, my projected usage was estimated at 40% more than previous years (We have been OVO customers for 5+ years). I carried out detailed projections of my own, including the outrageously increased standing charges, and arrived at a monthly figure that I felt would comfortably cover our annual usage. Several phone calls later resulted in their agreeing my figures and reducing my DDR payment to the level I requested. They gave me a small compensation payment, which I gave to charity. 3 weeks later, I received an email informing me that my DDR payments were going to be increased again! This has been repeated in spite of calls and agreement to leave the payment unaltered. Why?I then discover, following another email notifying me of another intend

38421
Emmanuelle_OVO
Community Manager
1 month ago
S
New Member**
ScaskNew Member**
Posted in My account
Where to find OVO boiler cover details?

Hi All,I'm pretty sure that I signed up for a boiler cover offer at the end of 2023 but for the life of me cannot find any details regarding service.Where is the best place to look or people to contact?Thank you...

4925
U
New Member*
1 month ago
R
Carbon Cutter*
Ralph_PorterCarbon Cutter*
Posted in My account
Why can't I login to my online account or on the OVO app?

Is the web service currently down or experiencing problems, unable to access my account details / enter meter readings etc.

1162852
J
New Member***
1 month ago
N
New Member**
NanaHouseNew Member**
Posted in My account
Submitting a meter reading on online account it says "sorry we were unable to submit your meter reading"?

Everytime i attempt to submit a meter reading it says "sorry we were unable to submit your meter reading". What do i do and how do i fix this?

382517
J
Carbon Cutter*
1 month ago
B
New Member**
BrianSerNew Member**
Posted in My account
Do you need to take a boiler service under the 1 year fixed loyalty

I am thinking of switching to the 1 year fixed loyalty tariff but I do not need the boiler service.  My son is a qualified gas engineer and can do that for us.  How do I take the tariff without the service? thanks 

522
Firedog
Plan Zero Hero
1 month ago
Y
Carbon Cutter*
YVBCarbon Cutter*
posted in My account
TERRIBLE BOILER SERVICE

So recently decided to use Ovo boiler service, instead of my regular person. They sent someone on 27th Sept who said the boiler was in PERFECT CONDITION! A week later, boiler is showing signs of pressure loss, and unable to fill back up. When I called them I am told I do not have service cover & they can’t do anything. The boiler has been working fine ALL YEAR, till they showed up. Now I have to write to complaints and it will take 14 days to respond. This is just the worst result from using a so called reputable company. 

2604
Emmanuelle_OVO
Community Manager
1 month ago

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