Skip to main content

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

  • 665 Topic threads
  • 15,958 Comments
F.A.Q.

Questions about your energy use? Check out our handy FAQ

  • 1
  • 7
Tutorial

How does OVO Energy calculate my Direct Debit?

  • 2
  • 103
Tutorial

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

  • 2
  • 72
665 Topic threads
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 

322
Firedog
Plan Zero Hero
26 days 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. 

1234
Emmanuelle_OVO
Community Manager
26 days ago
O
New Member***
ottzbottzNew Member***
Posted in My account
No show for free boiler service as part of Customer Care Package?

Hi I received an email asking me to book a boiler service as part of the customer support package as I’m disabled. I didn’t do it right away as I have a dog and needed to check with my daughter what days she could get off to take the dog out the way. However, an appointment was made for me for last Friday without checking with me which meant she had to take a day off unpaid. On the Friday morning I received a text saying it had been cancelled and re arranged for today (again without consulting if that was suitable) so again because of the short notice she had to take another day off unpaid. It’s now almost 8.30pm and there has been no call, text or email and no one has appeared.There’s no phone number for the engineer attached to any of the emails I received or texts. the Ovo customer helpline didn’t even know what I was talking about. Can anyone tell me who i should call to get this sorted? My “ free” boiler service has now cost me almost £200 in making up my daughter’s lost wages! 

86514
H
Carbon Cutter*
28 days ago
M
Carbon Cutter****
MarkS1Carbon Cutter****
Posted in My account
When will I get access to my online account?

OVO have treated their customers who are on their legacy on-line portal very badly. OVO decided not to inform customers by email that their on-line access had been suspended and have failed to pro-actively keep us informed of when our on-line access will be restored. Despite being assured on multiple occasions that on-line access would be restored by the end of 2023 this is now promised in Q1 2024. Customers need to let OVO know that they need to keep us regularly informed and make it a priority to restore our on-line access by the end of January not the end of March 2024. A selection of my recent correspondence with OVO is below.   9th December“I am afraid I have no infinitive date on when you will be migrated over to our upgraded system, where you will be able to use the app.  When we spoke some time ago, we said end of the year However, let me take this away and see if I can get an update.”11th December“We are currently working towards getting a defined date for when you would be ab

5780191
Emmanuelle_OVO
Community Manager
28 days ago
A
Carbon Catcher*
awills61Carbon Catcher*
Posted in My account
Does OVO have fixed rate plans for THTC meters?

I’ve had two emails from OVO either ha able subject. When I click on the link I get taken to a page that says ‘Thank you for being with us. We don’t have a fixed rate plan at the moment’. I guess the marketing department are having issues. 

63523
A
Carbon Catcher*
28 days ago
D
New Member***
Diff99New Member***
Posted in My account
Why is a photo of my meter required?

No usage of electric in app , customer service saying supply not energized,energy tariff not on.Why do customer service insist on a photographof smart meter showing serial number? Customer service say it's "important",why?.It seems all very vague,a technical answer would be very insightful.Example would a photo show a meter that is duff even though energized,there is nothing similar in forum.Customer service not giving proper feedback.

885
Firedog
Plan Zero Hero
1 month ago
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
posted in My account
Why is my Future Annual Consumption estimate so persistently high?

I have just read this passage about FACs in another thread: “… my own experience shows that [the future annual consumption figure] is being based on, (or at least being adjusted based on) actual meter readings. I could see my FAC for gas changing (reducing by large amounts) within minutes of submitting a new meter reading.”This is what is supposed to happen, if I understand the wording here: Usage projection is a figure produced by our billing system, that uses smart meter readings (if available) to project the usage for you over the next year.We clearly have a two-tier system: an ineffectual one for smart meter customers, and another better one for everyone else. Those who submit manual readings 'see their FAC changing within minutes.' Those of us with smart meters are apparently subject to a system which can take months to adjust the FAC to actual usage, despite having meter readings recorded automatically every day.My own (electricity only) FAC got stuck last year after a meter adju

86652
Nukecad
Plan Zero Hero
1 month ago
Fuzzycat
Carbon Cutter*****
FuzzycatCarbon Cutter*****
Posted in My account
payg smart meter switch from ovo to edf

If I switch to a cheaper payg supplier on smart meter does the current credit move over or rigmerole of getting money back? (and having to fund the reset / new provider current meter in the mean time!)      

283
Blastoise186
Plan Zero Hero
1 month ago
E
New Member*
ElaineNew Member*
Posted in My account
OVO refusing to refund when I'm in credit - why?

My account is over £1200 in credit, but when I have applied for a refund online I'm being told I can't do this until further metre readings and the next statement. This isn't legal - anyone else had this problem?

11648136
H
Carbon Cutter*
1 month ago
M
Carbon Cutter****
MayFCarbon Cutter****
Posted in My account
Why has my bill been readjusted?

I pay in full when I am billed. Now I’ve had “In Credit” X amount  and “nothing to pay” for 2 billing periods  Then an email saying there had been an error in their system and i was X amount in debit. This has happened twice now I am elderly I budget and have no interest in Direct Debits or Repayment Plans  but why can’t their system cope with giving me a monthly bill for gods sake!?Got another mail today saying they have to change my old meter Do I have a choice? Probably notI can foresee havoc there

912
Abby_OVO
Community Manager
1 month ago
D
New Member***
Diff99New Member***
Posted in My account
How do I get usage to show on OVO app

Since I am getting no usage on OVO app for electric, smart meter upgrade over six weeks ago, customer service informed from start,no usage showing.I need usage  to present to council to show occupation of premises.Hence important reason for usage coming through.As a last resortI am utilizing the forum for suitable feed back.There is not even a energy tariff on the app!Have I any recourse.A letter from OVO aboutbeing a customer would be ideal.  

562
Abby_OVO
Community Manager
1 month ago
B
New Member***
Beverly24New Member***
Posted in My account
Can OVO back-bill me further than 12 months due to errors?

Hi everyone,Getting desperate for help now.  Ovo have last month billed me almost £3000 for a 3 month period back in 2020.  I have a separate final bill received back in 2020 which shows as paid, in fact it actually shows a credit balance.They are now persistently threatening me and chasing for the £3000 which I clearly don’t owe them.I have phoned multiple times, I have emailed them as per their complaints procedure (on 18 July) I have also whatsap’d them.  I’ve had no response to my email; when I phone they say it will be sorted; in whats app they give up.How on earth do I get the complaints team or frankly anyone at Ovo to actually address this issue please?Thank you for any advice.. 

326346
Shads_OVO
Community Moderator
1 month ago
A
Carbon Cutter*
Ab0208Carbon Cutter*
Posted in My account
Could someone please shed some light on my billing issue?

Can someone please explain this, there has to be a problem with our meter for this we have this issue ever since moving in and SSE refused to give us a check meter untill he refused to pay the bill  

24811
Shads_OVO
Community Moderator
1 month ago
M
Carbon Catcher*
MCH59
Posted in My account
Direct Debit Calculator broken … AGAIN!

 On Thursday my minimum monthly payment was £29. I am currently paying £37 per month, which would supposedly leave me £49 in credit by 31st March.That all changed on Friday when …..Through the mobile app, my minimum monthly payment has been showing as £36 – but it still says I'll be £48 in credit if I continue paying at £37. On the surface, that's fair enough, because OVO predicted that my increased costs resulting from the tariff change will be £66.36 (i.e. £6 per month) … HOWEVER, the predicted 31st March balance is self-evidently complete nonsense, given that I only have seven payments remaining until 31st of March, so paying only £1 less than the minimum would only leave me around £7 in credit come 31st March, not £48.Complicating matters even further ….If I now access my account through a pc browser it tells me a completely different story:Paying £37 will leave my 31st March balance at £20 in credit, but my minimum monthly payment is still £36. Again different numbers but either t

1599
Shads_OVO
Community Moderator
1 month ago
M
Carbon Catcher*
MCH59
Posted in My account
Why does Phantom gas usage appear then disappear?

I have noticed that every single morning, without fail, a phantom gas usage of 0.555 kWh appears on my account for the previous day ... only then to vanish again by late afternoon.Is this a common problem?  

739
Shads_OVO
Community Moderator
1 month ago
W
New Member*
WinchmanNew Member*
Posted in My account
Are OVO planning to expand the Heat Pump Plus Tariff to existing heat pump customers?

I am an OVO customer and have been running a heat pump for almost two years, so am really disappointed that existing account holders with heat pumps are not able to benefit from the heat pump plus tariff. Are OVO going to extend the tariff to existing heat pump users any time soon or is this yet another instance of existing OVO customers with heat pumps being disadvantaged for already doing what OVO wants householders to do  - install a heat  pump - but just not an OVO heat pump?

4848
Shads_OVO
Community Moderator
1 month ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
FAQs on applying for a Refund from your OVO accountTutorial

Updated on 16/06/2023 by Abby _OVO How can I apply for a refund on my online account or OVO app?  Notice you’ve been building up some credit on your OVO account and want some back in your bank account? You can now request a refund of some of this credit yourself by logging in to your online account or OVO app (download for Android or iOS). Step 1 Click the ‘Payments’ menu option to the left of the Homepage. Exact appearance may varyYou’ll arrive here,  Step 2 Scroll down until you see the ‘Refunds’ section Refunds section at the bottom of the Payments page  Step 3 Click the ‘Find out how to get a refund’ button to see this page Exact appearance may vary  Step 4 Here you’ll be able to check whether you can apply for a refund currently, if it’s possible you can click ‘Apply for a refund’ Exact appearance may vary  Just enter the amount you’d like refunded up to a maximum of £500 (making sure there’s still at least three Direct Debit amounts remaining in credit). If successful you’ll see

335246
S
Carbon Cutter*
1 month ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account
Engineer jobs with OVO - A technical guide to the type of work we can arrange and issues which might delay the job being completedTutorial

Updated on 13/09/23 by Abby_OVO Looking to maintain a faulty meter or get a new smart meter installed but our engineer wasn’t able to? This guide runs through some technical issues which might help explain why this happened. General issues Broken meter boxThe meter box is normally installed by the DNO/transporter following either the installation of a new supply or alteration of an existing one. Once the work is completed the meter box is classified as being the responsibility of the property owner.Most engineers will not install a meter in a meter box that is missing a door or is not secure or in good repair. Regarding gas supplies: Under paras 3 and 5 of Schedule 2B, the Gas Code of the Gas Act 1986, the consumer is responsible for taking ‘proper care of the meter’ and ensuring the gas meter is adequately housed either within a building comprised in the premises or ….‘in a separate meter house or other accommodation outside a building comprised in the premises which is approved by th

478339
U
Carbon Cutter*
1 month ago
S
Carbon Cutter*****
SteveUKCarbon Cutter*****
Posted in My account
How can I find out all of OVO's tariff information?

I’m trying to find out what tariffs OVO is providing and the charges.  I have found the following page on their website but cannot understand it.  There appear to be multiple versions of many of the tariffs that have identical names but different rates.For example, there are multiple tariffs called ‘Smart Economy 9’ showing different rates and multiple tariffs called ‘Simpler Energy’ showing different rates.  How do I tell which rates would apply to me (NB I have already entered my post code)?https://plans.ovoenergy.com/

45311
P
Carbon Cutter*****
1 month ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
OVO Energy Live billing platform and monthly summaries - What do I need to know?F.A.Q.

Updated on 01/09/23 by Abby_OVO Here at OVO, we’re always on the lookout for ways to make managing your energy account easier. This is why we developed a new billing system in-house and have now moved the vast majority of OVO customer accounts over to this new platform. As part of this we’re changing the way that we calculate your energy costs and the frequency this is displayed on your online account or OVO app (download for Android or iOS). This means that when you login, you can now see your account balance update daily, based on the most recent reading you’ve submitted manually or we’ve received automatically from your smart meter. Traditional Energy billing modelTraditionally energy companies would receive meter reads eitherFrom customers reading their own meters and submitting a read. From smart meters directly. On a specific date each month or each quarter, they’d look at the latest meter read they had received to bill you and generate a statement. This might have been based on

7015112
Shads_OVO
Community Moderator
1 month ago
M
Carbon Cutter****
madhouseCarbon Cutter****
Posted in My account
Meter readings not updating account balance

I always send my meter readings on the due date and then check my account to see whether they’ve been activated. I submitted readings on July 8. They still have not updated my account by today, July 11. Usually the updates happen within the hour. Anybody else not able to see how much they’ve spent in the past month?

96422
Shads_OVO
Community Moderator
1 month ago
A
Carbon Cutter*
asdffCarbon Cutter*
Posted in My account
CCJ by OVO- But who do I pay?

Hi, need help! I was taken to court by OVO without my knowledge as I had moved to a new address. I saw my credit report and realised I now have CCJ. I’m attempting to pay the balance in full to get it removed from my credit file, however I have no details of who to pay to, the account to pay into etc. I called OVO customer services but they weren’t able to help, and were giving me different amounts. I want to pay the ccj debt but don’t know who their legal team is. The ccj was filed on the 23rd of August, which means I have to pay by 23rd September to get it removed without waiting 6 years. Does anyone have the details of their legal team, who I can contact and confirm the judgment with? Thank you 

925
Shads_OVO
Community Moderator
1 month ago
T
New Member*
trish bradfordNew Member*
Posted in My account
What are OVO Energy's bank details so I can make a payment?

I would love to pay my bill, but I can not find the bank details any where to use with my online banking and send via BACS. ive been on hold the past few days for over 20 minutes and unable to arrange a call whilst a work. please some one must know where I can get the information from

1301526
T
Carbon Cutter***
1 month ago
L
Carbon Cutter*****
Lucky2Carbon Cutter*****
posted in My account
OVO Plus Tesco offer? Is this legitimate?

Not sure if this is common knowledge but I just found this on my app, you can link your Tesco Club Card with OVO and receive £25 Club Card points.

101525
Shads_OVO
Community Moderator
1 month ago
L
Carbon Cutter***
leanneSP94Carbon Cutter***
Posted in My account
Online account keeps directing me to pay as you go but I'm direct debit?

Hello, wondering if anyone can help please!  I’ve been back and forth with OVO customer service team trying to set up my account (electricity only).I don’t have a meter in my apartment or access to my meter (readings get sent). However, they said I need a smart meter installed but I’m confused because I don’t know where my actual meter is located and said that, I have emailed the Lettings agency for the apartment complex to see what she says, but my other problem is I can not get any access to my online account. it keeps sending me to a page saying ‘this page does not support pay as you go’ download an app which I have done but sends me back round in a loop as I’m not pay as you go customer.i thought I had officially sorted it all today as a direct debit of £75 has been set up for a 1 bedroom apartment for one person and the man I was speaking with sent a link to my email to complete my online account set up as the apps do not support direct debit and again once I logged in I’m sent to

16212
Shads_OVO
Community Moderator
1 month ago

New to creating a topic?

The OVO Forum is powered by volunteers. Here are their top tips:

Terms & ConditionsCookie settings