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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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F.A.Q.

Questions about your energy use? Check out our handy FAQ

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Tutorial

How does OVO Energy calculate my Direct Debit?

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Tutorial

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

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655 Topic threads
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

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Emmanuelle_OVO
Community Manager
2 months 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

6046278
Chris_OVO
Community Moderator
2 months ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
Meter Certification - What you need to know!Tutorial

Updated on 17/12/24 by Emmanuelle_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 t

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Chris_OVO
Community Moderator
2 months 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?

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Blastoise186
Plan Zero Hero
2 months 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

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Firedog
Plan Zero Hero
2 months 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.

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D
Carbon Cutter**
2 months 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

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Emmanuelle_OVO
Community Manager
2 months 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 

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Firedog
Plan Zero Hero
2 months 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. 

4364
Emmanuelle_OVO
Community Manager
2 months 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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Abby_OVO
Community Manager
2 months 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 22/11/24 by Emmanuelle_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 r

24687187
A
Carbon Cutter**
2 months 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! 

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H
Carbon Cutter*
2 months 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. 

67323
A
Carbon Catcher*
2 months 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? 

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V
Carbon Cutter*****
2 months 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.

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Firedog
Plan Zero Hero
2 months 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

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Nukecad
Plan Zero Hero
2 months 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!)      

303
Blastoise186
Plan Zero Hero
2 months 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,

327161
Shads_OVO
Community Moderator
2 months 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

962
Abby_OVO
Community Manager
2 months 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 

44610
Shads_OVO
Community Moderator
2 months 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.  

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Abby_OVO
Community Manager
2 months 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...

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Chris_OVO
Community Moderator
2 months 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  

32713
Shads_OVO
Community Moderator
2 months ago
R
New Member*
Ralph_PorterNew Member*
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.

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Shads_OVO
Community Moderator
2 months 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

1789
Shads_OVO
Community Moderator
2 months ago

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