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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F.A.Q.

Struggling with your energy bills? We’re here to help

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F.A.Q.

Complex Multi-Rate Meter & Heating types

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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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638 Topic threads

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Carbon Cutter*
davidgrayCarbon Cutter*
Posted in My account

Historical usage - can it be exported onto a spreadsheet or is there an API I can use?

HelloTrying to find a way I can download all my past usage to a spreadsheet but I cannot find any way to do this.  I know I can copy/paste into Excel but it would be better if I could download a year at a time. Even better would be API access.  I see in the chat this was discussed about 5 years ago, did it take off? Thanks in advance.  

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Tim_OVO
Community Manager
17 days ago
Buzby
Carbon Cutter*****
BuzbyCarbon Cutter*****
Posted in My account

Regulator adds £28 per year to our bills ?

From the BBC website, https://www.bbc.co.uk/news/business-58090533“ The regulator is also adding £28 to everyone's bill over the year to cover the cost of dealing with £3.1bn of debt that customers owe to suppliers. “What ?.Imagine I own a business, say a plumbers or car dealership.If one of my customers fails to pay his bill, can I get the Government to force all my other customers to pay for my inability to recover my loss ?.In fact, it’s even better than that. The Government is getting all my competitor’s customers to chip in as well !.What is going on ?

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Buzby
Carbon Cutter*****
18 days ago
D
Carbon Cutter***
DadCarbon Cutter***
Posted in My account

If i pay online by card, do i get a receipt from OVO

If i pay online by card, do i get a receipt from Ovo, as i am hearing that some customers, when paying by card are not seeing it on there account.  Thank you.

6
Abby_OVO
Community Manager
18 days 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

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Firedog
Plan Zero Hero
21 days ago
P
Carbon Cutter****
Pilgrim2Carbon Cutter****
posted in My account

Live billing, meter readings and understanding my online account

My understanding is that you put in Actual meter readings on the last day of your current billing period then you get a bill based on those readings If this is the case then why am I getting an estimated reading on my heating meter only on the 30 th September when my current billing period ends on the 8 th October which is when I should submit actual readings to obtain up to date bill for that period  I only have  electricity energy Not  gas 

133
ChristopherS_OVO
Community Moderator
21 days ago
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Carbon Cutter*****
PadsterCarbon Cutter*****
Posted in My account

A recommended direct debit amount isn’t available right now

DD amount advise continually unavailable, is it just me?

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Blastoise186
Plan Zero Hero
22 days 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

61
N
Carbon Cutter**
24 days ago
J
Carbon Cutter****
JammintunesCarbon Cutter****
Posted in My account

High estimated bills - ongoing issue - OVO not helping

 Thank you for taking the time to read our issue i do understand its very long with a lot of information but hoping someone can help resolve.**Please note that my Mum is the account holder who is 74 and is becoming very ill and very stressed and worried about this and we have provided both written and verbal communication to OVO advising i can speak on her behalf , this has been ignored on every occasion we contact OVO***We did start a thread on this back in December last year but thought it best to start a new one as i have more knowledge / information regarding the issue as its still not been resolved.Back in Aug /Sept 2022 we had a  power cut in our area for around half a day , once the power came back on i went outside to check our traditional style meter to provide the readings for OVO and the LCD  display was blank and although our power was still working with no issues we were unable to provide a meter reading (our last submitted manual reading was in June 2022)We contacted OVO

39
E
Carbon Cutter*
1 month ago
S
Carbon Cutter*****
Simon TateCarbon Cutter*****
Posted in My account

How do I contact Boost Energy with a complaint?

Does anyone now how to contact with a complaint other than they hideous online chat 

67
Buzby
Carbon Cutter*****
1 month ago
E
Carbon Cutter***
easy12Carbon Cutter***
Posted in My account

Missing comparison bars on usage graphs

Missing comparison bars on usage graphs. Data appears when cursor over the usage bar but no comparison bar (Black/Dark Grey)

10
X
New Member*
1 month ago
V
Carbon Cutter*
ValyCarbon Cutter*
Posted in My account

Can I get my gas meter relocated?

Hi to all, After a long conversation with British Gas about relocating the gas meter, the answer was no, even if I need the meter to be moved from the right side of the wall to the left side only. And, all these are under 10 inch long. They said it’s free to move 1m to the right and 1m above, but not to moved on a different wall. This seems a bit ridiculous and without common sense.To pay 1500 pounds sounds a bit crazy.Is there any other way to sort this out?I am willing to pay some money, but not that weird price.Please see the photos attached. Gas meter to be moved from right to the left. Even the main gas pipe has an extension to do that. Thanks 

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L
New Member*
1 month ago
S
Carbon Cutter*
selvendranCarbon Cutter*
Posted in My account

Set-up my OVO account a month ago - Why have I not received my Welcome pack and can't login to my online account?

Hello thereI joined OVO a month ago by phone call. Since then, I haven't received any welcome email or confirmation.I have attempted to contact helpdesk through phone call many times and succeeded couple of times and got my OVO ID. However using OVO ID I am not able to register my OVO account on either online or mobile app.I am looking to get account created and give Gas/Electric meter reading for this monthI am starting to be a bit concerned aboutPlease, could you help me?Many thanksSelvendran Chandran

49
B
New Member*
1 month ago
N
Carbon Cutter****
New EV driverCarbon Cutter****
Posted in My account

MG4 failed to charge last night on Charge Anytime using OHME charger?

Got up this morning and car wasn’t charged. Nothing was added. I’ve lost a days pay as a result. MG4 has been charging 5 nights a week faultlessly since July 2023. I use the OHME app to schedule charges as the MG is incompatible with Charge Anytime. The last charge session showing on the OHME app is 04/12/23? It has worked since then including overnight Sunday into Monday. I did update the OHME app last week as an update was available and thought it might fix not showing the charge sessions. any help greatfully appreciated as worried I can’t work tomorrow.

18
ChristopherS_OVO
Community Moderator
24 days ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account

How to book a smart meter appointment on your online account or OVO appTutorial

Updated on 01/09/23 by Abby_OVO Still having to submit your traditional meter readings every month? There’s an easier way to make sure your account is up-to-date. You may have heard, smart meters are pretty smart. Not only do they send us your readings automatically, they’re also a vital tool helping us de-carbonise the energy grid on our journey to Plan Zero. So how can you go about getting one installed? The easiest way to get the upgrade booked is via our booking platform here, or by logging in to your online account or OVO app (download for Android or iOS). If there’s appointments available in your area, you’ll see this message on your Homepage. Exact appearance may vary Interested in arranging an engineer’s visit? Click ‘Book Now’ to access our online booking form. Exact appearance may vary This online booking form asks a couple of details about your home and current meter setup, enter these detail and click ‘Next’ to see the possible appointment slots currently available. Exact a

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K
New Member***
1 month ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account

I think my meter is clocking too fast - How can I test if my high usage is due to a faulty meter?

Updated on 17/08/23 by Abby_OVO ​​​​​​Your guide to checking the accuracy of your meter: How to carry out a Creep Test, a circuit check and book a Meter Accuracy Test (MAT) Have you noticed an unexpected change in the amount of energy your meter’s clocking? Are you worried that it might not reflect what you’re actually using? We’ve made this guide to help outline all of your options so you can be confident that everything’s working as it should, and you’re only being charged for what you’re actually using.  My bill is higher than usualFirst things first, it’s always worth checking that your charges are based on actual readings rather than estimated readings. You can view the latest statement on the ‘Billing history’ page of your online account or OVO app (download for Android or iOS). Exact appearance may vary ‘Download this bill’ or ‘View details’ to see if the reading is estimated (hint: it will say estimated next to the reading if this is the case). By checking the reading on the me

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M
New Member*
1 month ago
G
New Member*
gbucklerNew Member*
Posted in My account

How can I submit a Feed in Tariff or Smart Export Guarantee reading?

Where can I access the OVO FiT reading submission form as the links in the e-mail I have been sent do not work?

32
S
Carbon Cutter****
1 month ago
SBilly
Carbon Cutter*
SBillyCarbon Cutter*
Posted in My account

Why did I get warning from my security program that I’ve had a data breach on my account with OVO?

Just to put it out there that I’ve had a warning from my security program that I’ve had a data breach on my account with OVO.  Suggest people check their accounts, especially if they are in credit.

9
Nukecad
Plan Zero Hero
25 days ago
3
Carbon Cutter*****
3PhasesuppliesCarbon Cutter*****
Posted in My account

Submitted meter reading wrong, I put some of the numbers the wrong way round - how to get it fixed?

Verbal communication of meter reading values being transposed. Meter readings, when taken by data collection agents not being used to establish usage. Continual estimating of meter readings leading to IN CREDIT account.  

63
C
New Member***
1 month ago
M
Carbon Cutter****
MajorSqueezeCarbon Cutter****
Posted in My account

My online account daily usage section hasn't updated but I have smart meters - what is issue?

Hi there, My online account has stopped updating itself and my last useage data was on the 24th (Last meter reading on the 25th) I’ve checked my meter from time to time and the WAN light has been flashing away indicating a connection. It’s been fine for months and transmitting everyday and just suddently stopped updating. Are there any known isues going on? Thanks.

128
L
New Member**
1 month ago
T
New Member**
tamarapress100New Member**
Posted in My account

De-energised meter in new build flat?

I recently moved into a newly built property. I was told my electricity supplier is OVO so I contacted them to set up an account and direct debit. 2 months later and I’m still unable to get into my online account, and they’re saying it’s because my meter is de-energised! This can’t be the case as the electricity supply is working fine! What is even more frustrating is that my bill that I got by email says £0 in charges when they’ve been taking £25 direct debit each month! Any ideas on how to sort this out? Thanks in advance.

5
I
New Member***
27 days ago
S
Carbon Cutter*
StephLGCarbon Cutter*
Posted in My account

Fixed Rate Ending in April

I recently signed up to renew my energy for a further two years on a fixed rate from mid April. However, I have today received an email stating that I am being switched to a variable rate when my present contract finishes. Has anyone else experienced this? I have been with the company for years and my account always has a healthy credit balance. Not sure if the right hand knows what the left hand is doing. 

6
S
Carbon Cutter*
28 days ago
F
New Member***
fun2funkyNew Member***
Posted in My account

Feed in Tariff (FIT) or Smart Export Guarantee (SEG) payments - who to contact if I have a query?

We are new to solar panels and have received only 2 payments so far, very disappointing does anyone else have a problem with how much they are generating and who should I contact!

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P
Carbon Cutter*
1 month ago
L
Carbon Cutter*
l_scattergoodCarbon Cutter*
Posted in My account

Why such a large increase to my recommended Direct Debit?

I find it hilarious that OVO advises me to increase my direct debit from £85 to £160+. A month on a two up two down townhouse when I switched because they were cheaper than my previous supplier. . Don’t they realise I will simply switch back . Lol  

309
N
Carbon Cutter*
1 month ago
A
Carbon Cutter*
aleta braiaCarbon Cutter*
Posted in My account

How can I request an emergency appointment on a weekend?

i had an ovo engineer out wednesday to fit a new metre he told me to get a plumber out as he couldn't get the bolt off my plumber came today and has done it ready for the new metre but has broken the nipple in the metre so has told me i need an emergency ovo engineer out to check it and fit new metre but there's no one answering the phones how do i speak to someone to get them here for help please 

12
J
Carbon Cutter*
1 month ago
V
Carbon Cutter***
VeliCarbon Cutter***
Posted in My account

Mixed up meters?

Ever since OVO took over SSE the meters and the accounts of the property I own have been mixed up. I own a house that is split into 2 flats. OVO (SSE) supply’s the gas to the First floor flat and the electricity to the Ground floor flat, the two flats have been rented to different tenants, who have recently moved out. Ever since OVO took over SSE on OVO’s system/date base the two meters are on the address of the building rather than the individual flats they belong to. The electricity for the First floor flat and the gas for the Ground floor flat are provided by different utility providers. I only find this out in December when tenants moved out and I was trying to inform OVO of the changes. I raised the complaint at the end of December, for the last 3 months I have been trying to resolve this by email and phone with zero success. All I am getting is that they will come back to me or that they are looking at the issue. The latest replay is that they cannot answer/update me because I am

10
Shads_OVO
Community Moderator
29 days ago

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