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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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How does OVO Energy calculate my Direct Debit?

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661 Topic threads
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
posted in My account
Misleading Direct Debit calculator graphic

The Direct Debit calculator is a valuable tool, but it is far from perfect. One major drawback is its attempt to mislead by fudging the graphic representation of the account balance. Here is today’s for my account, a fixed-rate plan ending in May next year:This looks quite reasonable: the current DD takes account of my current balance and shows it coming down to not much by the end of the fixed term, with a recommendation to reduce the DD a bit to make the end result closer to zero. I might be tempted to leave things as they are, to be on the safe side.… until, that is, I notice the disgraceful shift in the y-axis that distorts the picture significantly. By shifting the origin to some arbitrary figure over £40, it leads me up the garden path. In fact, the average balance over the next nine months would be about £77, 2½ times the recommended DD. This could be regarded as a gross manipulation of the data to the customer’s detriment and ought IMNSHO to be corrected. This is what I think t

8
Nukecad
Plan Zero Hero
1 month ago
N
Carbon Cutter*****
newjerseyminxCarbon Cutter*****
posted in My account
I don't think it's fair 'Fixed Plans' have certain criteria like smart meters or direct debits

Hi.  Just received an email from OVO relating to fixed price energy tariffs which is great as I would consider moving from my variable one onto one that might help me budget better towards winter energy bills by fixing my consumption rates.However, why is it that any deals are always offered subject to conditions such as changing your payment method over to DD or getting a smart meter?  Why can’t customers just be allowed to sign up to these deals without feeling like they are being discriminated against by not agreeing to the conditions?I don’t want a smart meter or to pay by DD so why can’t I take advantage of fixing my energy costs?  OVO please - fairness and energy equality for ALL of your customers. 

2
Shads_OVO
Community Moderator
1 month ago
B
Carbon Cutter*****
benbrownboyCarbon Cutter*****
posted in My account
Hassled for Debt even after Payment Plan in place

Hassled for Debt even after payment plan agreed Having received a bill for just short of £400, I asked to set up Fuel Direct payments to be deducted from my Benefits. SSE had done this previously, with no issue.The advisor stated that they would take no less than £40 per week from my benefit , which is over 20% of my income, but as I felt I had no choice, I agreed to this.Even though this has been set up, and I've received confirmation from the DWP, OVO still hassle me for the debt and have threatened to send the bill to the Debt Collectors.Their colleague stated on the phone previously that it would be "normal" to still receive a demand for the amount even after setting up Benefit Deductions (which is peculiar), but I didn't expect it to be to this degree.My monthly bill is around £60 a month, so I do not see how they can justify an ongoing payment of £160 per month towards my account; note that the deductions do not cease once the bill is in credit, but merely continue, so my OVO bil

18
G
Carbon Cutter*
1 month ago
M
New Member**
moragjNew Member**
Posted in My account
Unable to access online account and can't check usage or enter meter readings

I am a THTC customer on  complex meters.The app doesn't support complex meters and redirects you to sign in online Except it actually doesn't and every time I try to sign in through the online browser it constantly tells me sorry the app doesn't support.…Why am I unable to access the online account 

3
Abby_OVO
Community Manager
1 month ago
I
Carbon Cutter***
IanCCarbon Cutter***
Posted in My account
Can I change from Economy 7 to Economy 10

I am currently an ovo customer on economy 7.  How do I change to economy 10? 

26
Firedog
Plan Zero Hero
1 month ago
W
Carbon Cutter***
wfs2023Carbon Cutter***
Posted in My account
How to get OVO to pay what they agree they owe after switching away

How to get OVO/SSE to pay what they agree they owe after switching awayAfter switching the electricity supply away from OVO/SSE in March 2023 it took a while for the closing meter readings to be agreed. Eventually OVO/SSE produced a bill dated 13 September 2023 and headed "Your amended final electricity statement"The bill says "We owe you £2,220.77. We’ll transfer this amount into your bank account on or soon after 25 September 2023."However, another bill dated 15 September 2023 (two days after the above bill) credited the account with a goodwill payment of £75, but changed the wording to "Your account is in credit by £2,295.77. We’ll put this credit towards your next statement, so you’ll pay less." As OVO/SSE were no longer the supplier there would never be a "next statement", so this was less than helpful.We still have these bills as evidence.Several phone calls have not met with success - varying from "That's an old SSE account number. We can't find the account on our systems" to a

11
S
Carbon Cutter****
1 month ago
N
Carbon Cutter***
neilmclCarbon Cutter***
Posted in My account
Profile Class Change request

How long does it take for a profile class change to happen? I recently had smart meters installed and at the same time asked for my profile class to be changed from “02” to “01” so I wont have to deal with getting future quotes for E7 tariffs. The odd thing is that around the same time as having the smart meters and the request for a profile class change is that my account is showing no active energy tariff. I don’t know if that is connected or not but chatting with OE they tried suggesting that my tariff was not set up, even tough I clearly have emails to show it has been and was active up and until the smart meter install. My IHD even shows the correct tariff.

5
BPLightlog
Plan Zero Hero
1 month ago
J
New Member*
JackielNew Member*
Posted in My account
My meter's broken and can't get a replacement, but the estimates used are excessive - what can I do?

I'm having a long and stressful problem because my meter stopped working and I'm told that I can't have a new one.  This has lead to them estimating use, but this is wildly over my usual usage. When I call it takes ages to explain all this and even if I get through to accounts, I get no satisfactory answer. My emails are not replied to beyond 'we'll get back to you' then they tell me they are entitled to take what they want.I'm retired, on a small pension and want to pay for what I use.  I contacted Ombudsman and they told me to ask for a record of complaint, OVO didn't respond to my request.  I'm not in the best of health and the stress of this is making me ill.  Despite being over £1,400 in credit I am threatened with debt collectors if I cancel my dd. Please help me.

2
Emmanuelle_OVO
Community Manager
1 month ago
N
New Member*
NavNew Member*
Posted in My account
Re-locating gas and electricity meter - Can OVO help?

I am doing some work on my house and planning to knock through a wall in kitchen. Unfortunately the electricity metre is on the wall that needs to be chocked down. It needs to be moved to the opposite wall about a meter. With the gas meter once the knock through happens it will be in the middle of the room, so need to move it about 1.5m. Has any one done moving of utility metres before..? Can OVO do this for me..?

76
L
Carbon Cutter*
2 months ago
A
New Member*
atj1968New Member*
Posted in My account
Transfer From SSE to Ovo Billing Issues

Quite a long one here so apologies up front.  I’m out of patience with the Ovo customer manager after almost a year of conversations since my account was transferred.  I have a holiday cottage I don’t get to as much as I would like.There were a series of power cuts in the area, the jittering power caused the old SSE metering equipment to fail.  As a result, my storage heating was off for almost a year which is an issue as I need it on to keep damp off the lochside location.  SSE would not acknowledge the fault on their equipment and blamed my storage heaters for failing.  I replaced two of the heaters and still they didn’t work.When I reported this to SSE, they said they would like to send an engineer but couldn’t due to them all being transferred to Ovo.  I would have to wait until my account was novated to Ovo before they could act.  Called it in to Ovo shortly after the transfer and waited over four weeks for an engineer.  Engineer cancelled on the day due to the type of meter I had

3
Emmanuelle_OVO
Community Manager
1 month ago
J
Carbon Cutter*
JintysbhoysCarbon Cutter*
Posted in My account
Why are OVO still taking a Direct Debit, and not refunding me final credit balance when I switched away months ago?

Left ovo months ago but still charging me £136 a month d/d even though I’m £400 in credit why?

39
J
Carbon Cutter**
2 months ago
H
New Member*
housemartinNew Member*
Posted in My account
New Payment methods

GreetingsI went to pay my balance today and Ovo have changed the way payments are made. Now you have to scan a code and then go and login to your phone banking and then setup a payment there. That didn’t work obviously, so I tried to do it manually but now it makes me login to my online banking too. This used to be so easy.Given that Ovo doesn’t actually supply any Gas or Electricity to anyone on the planet (it is just a billing agent) wouldn’t it be useful if billing ( the one and only thing it does) was made convenient and easy for the customer? Just a thought 🤔 I think I’m going to find a  proper billing agent now and get away from this nonsense

2
H
New Member*
1 month ago
R
New Member**
RobertWNew Member**
Posted in My account
Is OVO number to replace old meters a scam site?

I just received a legit looking email with my account number on it telling me my old meter needs to be replaced before June 25.  I tried to ring a number to get it replaced and the phone ring was silent, then sounded like the phone being fumbled then speaking like just getting out of bed...kept saying hello hello can you hear me even though it was clear as a bell.  I googled the number and it comes up blank.  03330341622

1
Blastoise186
Plan Zero Hero
1 month ago
T
New Member*
THKNew Member*
Posted in My account
Ovo not refunding my credit and still taking direct debit though I left.

Following a move to a new property OVO asked for deposit before they can supply with gas and electricity.Entering into two years contract I paid the amount OVO requested and was informed the money will be kept in a separate account and refunded back when the contract ends!!!When the two year contract ended, I chose another OVO contract with a goodwill assumption my deposit will be returned having completed the initial two years contract.Requesting my deposit, I was informed it will only be refunded when I leave OVO and that I will have to pay a penalty attached to the renewed contract.I left OVO and now it is taking me forever to get my deposit and the extra credit in my account refunded, every time I contact them I am given a different date.I was asked not to cancel my direct debit so they can refund my money.Guess what, they debited my account as if I never left and no explanation is given.On legal advice, it was suggested that I make a complaint to the ombudsman as a first step (sin

5
Emmanuelle_OVO
Community Manager
1 month ago
M
Carbon Cutter****
MT_OVO24Carbon Cutter****
Posted in My account
How do I get unused 1980's off peak meter removed?

I am trying to get a smart meter installed (and 2 very old meters removed) at my late father’s house which we are purchasing.I have been told that it is impossible at the moment by an OVO reply to my email requesting this.Currently there is a very old (1970s) mechanical off peak meter installed (pictures attached), this hasn't been used since the 1980s.The property was built with the old underfloor electric wire heating which was too expensive to run so was converted to gas central heating in the 1980s.As you can see in the attached pictures there are no fuses installed in the off peak side of the supply. We will never want to use the off peak again.We will be installing a new consumer unit and electric car charger after the purchase has been completed.Is there any way forward with this? Electric box 

38
Emmanuelle_OVO
Community Manager
1 month ago
J
Carbon Cutter*
joshua22Carbon Cutter*
Posted in My account
incorrect start date/move in date for account

Hi, I’m a new OVO customer and set up my account in late may 2024 for a move in date of may 31st. However, the account setup date is listed as the 1st of June and this is the same on my first bill (1st-30th June), so one day after I actually moved in. Is there a way to alter this so it covers the 31st of May, for which I am liable for the bills? thank you,Josh

8
Shads_OVO
Community Moderator
2 months ago
A
Carbon Cutter****
AngryOVOCustCarbon Cutter****
Posted in My account
Why have Standing Charges also increased so much with the Energy Crisis?

Ovo increased their electricity standing charge massively in April. I have asked them to itemise what the Standing Charge covers and then justify the increase - they are refusing to do this.The Standing Charge should relate to the actual cost that Ovo has delivering electricity to your home. Those costs did not substantially increase in April.Wholesale gas price rises meant that the unit cost of electricity went up but that should not have affected the Standing Charge.Ovo have just taken the maximum that Ofgem allow the Standing Charge to be decided to charge it.You can try to avoid unit costs by cutting back on usage, but you cannot avoid the Standing Charge.Customers need to band together and get them to justify the increase.

70
jmshrrsn
Carbon Cutter*
2 months ago
O
Carbon Cutter*****
Ovouser777Carbon Cutter*****
Posted in My account
Online account still not available to some customers?

OVO have been promising access to online account mangement via their new website for over a year now and it is still not available. Why is it taking so long to migrate customers from a legacy system? This is a task that should not be that difficult. Everytime I need to make a change or sometimes give an extra meter reading I have to spend ages on the phone or on the chatbot.

3
Blastoise186
Plan Zero Hero
2 months ago
T
Carbon Cutter*
ttttCarbon Cutter*
Posted in My account
Why can't I request a refund when my account is closed?

Can you explain why you taken £88 from my account after you confirmed I am switching away last Friday?????My balance with you is over 200£ and I need my money back!!!!  Do you think this is fair?????

13
Bradley_OVO
Community Manager
2 months ago
T
New Member***
theorgNew Member***
Posted in My account
How do I get missed payments removed from my credit file?

I got moved to Ovo via their purchase of Southern Electric. I used to pay Southern Electric quarterly via credit card (after bill received)I’ve just discovered seems every month I've not paid (in a qtr) Ovo have reported me to credit reference agencies as missed payments. (what a wonderful experience they give)I’ve now paid and setup a Direct Debit (did try to do this end last year, still can’t get access via Ovo App as Ovo still not sorted account transfers from Southern, and couldn’t setup online as Ovo have diff default address of a different account defualting against Direct Debit bank a/c which made setup fail) How do I get Ovo to remove those missed payment reports from the credit agencies urgently? Its going to cost me thousands in borrowing costs.

7
Shads_OVO
Community Moderator
2 months ago
T
New Member***
thefiddichNew Member***
Posted in My account
THTC meter removal

Hello,The property I bought last year had a THTC meter and storage heaters, so the first thing I did was rip out the storage heaters and pull out the whole heating ring main as part of a full rewrite that was needed. So nothing connected to the THTC meter.I contacted SSE multiple times to try to get an appointment to remove the THTC meter but they kept saying there were no engineers in my area (North of Scotland) to do the work. Tried time and time again, and even got a work order number, but still no engineer. Eventually my electrician just pulled the meter off, taking pictures of course! Still got the meter with all the tags intact, etc.The meter reader was round recently and noted that the meter was gone and took pictures, noted it down in his records, etc. but still got bill with THTC meter estimate.Called Ovo to try and get the meter removed from my account but best they said they could do was to put me on to a single rate tariff.This has been going on for 18 months now. Please ca

5
Blastoise186
Plan Zero Hero
2 months ago
Gary
New Member***
GaryNew Member***
Posted in My account
Can we get access to the OVO energy online account API to download our smart meter usage data?

Hi Ovo, I wondered whether the API that powers your live and historical usage page in the account menu is something you could look into opening up a bit so we can freely access our raw data and also perhaps it may stimulate some interesting community projects? For instance (more sport related), Strava and Fitbit.

152
Emmanuelle_OVO
Community Manager
2 months ago
C
Carbon Cutter*
calliCarbon Cutter*
Posted in My account
I'm the landlord of 3 flats currently being supplied by one electricity meter: How can I split this up into 3 separate supplies for each flat?

I have 3 x flats that have just the one meter supplied by Ovo.I want to split into 3 x meters by Ovo. I want to avoid using power networks and getting in a 3 phase supply as they are suggestingcan this be done?the supply is already going to all 3 so its about metering although i don’t want private meters, I would like 2 separate accounts for the tenants to pay themselves.

27
Abby_OVO
Community Manager
2 months ago
Chris_OVO
Community Moderator
Chris_OVOCommunity Moderator
Posted in My account
What is a collectable balance?

A collectable balance is the balance that needs to be paid when a bill is produced. It will be the balance outstanding (minus any payments made) at the end of your billing period. For example-If your energy usage for the month is £100 and you paid £75 into your OVO account, the collectable balance left to be paid when you get your bill would be £25.This will be the amount to pay when you get your statement. If you didn’t have a Direct Debit set up and that amount wasn’t paid, OVO would send you follow-up messages asking for payment of the outstanding amount. Using the example above, the amount we’d be asking to be paid would be £25. When this amount is paid, your collectable balance will be zero, as there will be no outstanding balance from your last billing period. If you didn’t pay that amount when your next bill is produced for the following month, it would be added to that month's usage. So that’s the collectable balance (£25 in our example) + the following month's usage that would

910
Chris_OVO
Community Moderator
2 months ago
N
Carbon Catcher*
New EV driverCarbon Catcher*
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.

23
Abby_OVO
Community Manager
2 months ago

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