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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

  • 404 Topic threads
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401 Topic threads
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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 

103638
Emmanuelle_OVO
Community Manager
J
New Member**
JintysbhoysNew Member**
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?

194039
Shads_OVO
Retired Moderator
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..?

2745279
Shads_OVO
Retired Moderator
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.

3973
Blastoise186
Plan Zero Hero
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?????

43113
Bradley_OVO
Community Manager
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.

7007
Shads_OVO
Retired Moderator
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

13375
Blastoise186
Plan Zero Hero
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.

2284534
Abby_OVO
Community Manager
Chris_OVO
Community Moderator
Chris_OVOCommunity Moderator
Posted in My account
What is a collectable balance?

Updated on 13/02 by Ben_OVOA 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 followi

2380
Chris_OVO
Community Moderator
S
Carbon Cutter****
SittingWhilePostingCarbon Cutter****
Posted in My account
Switching to a new plan during fixed term contract? Will I face an exit fee?

I am currently paying about 28p per unit in a fixed plan until November.  Since rates seem to have dropped to around 22p according to plans.ovoenergy.com for my postcode. it seems to me it would make sense to switch.  Will OVO allow the switch even though I am still within my fixed rate contract? 

13573
Firedog
Plan Zero Hero
M
Carbon Cutter****
mr T smithCarbon Cutter****
Posted in My account
Why is my online account credit balance dropping every day?

I was an SSE customer but with the take over my account has been migrated over to OVO.The first month i did’nt really check what was happening with my  OVO balance as im on a smart  meter.  at the start of august i checked my balance against my bill ,my ending balance was  £126 .a few weeks later i was checking my usage and saw that my balance had gone down to £116 check if i had been billed again ? no ! checked if there was any information as to why it had gone down , again no! so i called OVO and asked why my balance had gone down before my billing date and what the charge was for i was giving a number for SSE i was been charge by them and they where debiting my OVO balance , so i called and was told that had no idea about it and that my SSE account was closed and migrated over to OVO  i so  i asked for them to send me  an email stating so with closing balance ,they did so . called OVO back and asked again why my balance had gone down  before my billing date  this time i was told the

3251203
Shads_OVO
Retired Moderator
S
New Member***
SuShiKA11New Member***
Posted in My account
OVO have lost my payment!?

OVO have lost my payment. I sent proof of payment ie bank statement showing paymentIt has now been over 6 weeks and they have not replied nor credited me with my payment Operator online assured me payment would show on my account in 5 days.  That was two weeks ago£97.19 is a substantial amount to lose and I (who can) cannot afford to cover this Please help find this money. And credit my account please !!!!

131020
Peter E
Plan Zero Hero
Q
New Member*
qprtelNew Member*
Posted in My account
How can I view past statements?

How do I acquire historic statements specifically 2017-2021?

2322
Firedog
Plan Zero Hero
H
New Member***
Hanin.alhussainiNew Member***
Posted in My account
I've been paying bills for an Unknown Occupier account, help!

Hello, I moved to a new place on Oct 2023.I was getting my bills monthly with the title Flat # occupier and I used to pay it through Revolut.2 months ago I started getting my bill under my name.Unfortunately, OVO did not take into account the monthly bills I was paying for the flat # occupier and are telling me I’m 700 pounds in debt.I called the helpline whom told me to send an email including the flat # occupier account number and proof of my payments etc. And I did. But there was no response at all and my bill is just increasing.I then googled the email to contact for OvoEnergy and forwarded my initial email and yet their was no response.Its been more than 8 weeks and I have no response and I recently got an email stating they will send me to the debt collector.I have been paying 100 pounds per month now for that account, but I’m not willing to pay the 600+ pounds from earlier that I have already paid!I do not know what more to do, if I could get any help please. It’s unfair I have

4683
Firedog
Plan Zero Hero
R
Carbon Cutter***
RussellCarbon Cutter***
Posted in My account
How do OVO convert gas units to Kwh on a smart meter?

The calorific value is needed by the Smart Meter to convert the volume of the gas to the energy produced by the gas Kwh. As this varies on a daily basis what value does the meter use? Is this the same value as used by the bill?

488528
Blastoise186
Plan Zero Hero
PalsyP
Carbon Cutter****
PalsyPCarbon Cutter****
Posted in My account
Should I change tariffs?

My contract is ending in August. I’m paying £236/m for both E&G albeit was £173/m for months due to asking to cap my DD at that, hence why I’m in debit of £366…… Can’t really afford £236/m anyway but have no choice….My electric is 33p p/h (43p SC);My gas is 10p p/h (30p SC)This month’s bill is £188…..Not sure what is going on, hardly use any gas, mainly electric..I can’t even pay off this £366 debit by card due to paying via DD, which is stupid….My (smart) electric meter tells me I’m paying an avg 23pp/h (700kw/h).Is it worth me looking for deals elsewhere these days?

27717
Firedog
Plan Zero Hero
M
Carbon Cutter*****
mshealeyCarbon Cutter*****
Posted in My account
Why have OVO closed my ombudsman case but still haven't made FiT payments?

I took OVO to the ombudsman because they didn’t pay my FIT after moving my account from SSE in August 2023.  The ombudsman found in my favour and said OVO should pay by January 10th. They haven’t paid and they have closed the ombudsman case as completed. The OVO complaints department won’t talk to me as they claim the case is finished. The ombudsman has contacted OVO nine times over incomplete remedies and OVO has not replied.It is now the end of May 2024, I should have received three FIT payments but have had none. I contacted my MP a few weeks ago, but I guess he will be busy with the election. I am in despair over this. If any of you have any suggestions, or are in a similar situation I would be really glad to hear from you. 

48610
M
Carbon Cutter*****
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
How to request a refund on the OVO appTutorial

Updated on 20/05/25 by Ben_OVO: 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 through the OVO app (download for Android or iOS). Step 1 Click the ‘Bills’ tab at the bottom of the Homepage Exact appearance may vary On the ‘Bills’ page scroll to the right in the green bar and selec ‘Request a refund’. Exact appearance may vary Step 2 You’ll be taken to this page, where you’ll be able to see your Current balance, your maximum refund amount and the minimum refund amount; Exact appearance may vary You can enter your requested amount in the ‘Refund amount (£)’ box, up to a maximum of £500 (making sure there’s still at least three Direct Debit amounts remaining in credit), and select ‘Request a refund’ when you’re ready. Exact appearance may vary   Step 3 Once you’ve confirmed the amount you wish to have refunded. If successful you’ll see this confirmation page with details a

612266
Emmanuelle_OVO
Community Manager
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?

33437125
S
Carbon Cutter**
P
Carbon Cutter****
PeewynCarbon Cutter****
Posted in My account
Usage not in pounds on Online Account

Like many other customers I am unable to see my usage in pounds as I could some time ago. This is very inconvenient as a pensioner I keep a close eye on my usage. I have contacted customer service via phone, chat etc to no avail, all they say is that it’s been passed to the technical team who will ring me!! They haven’t and it’s been a long time now. Any suggestions?

70548
Jeffus
Plan Zero Hero
A
New Member*
andrewmellorNew Member*
Posted in My account
Can you speak to anyone at OVO on weekends?

I can't put in to words how fizzing I am with anger!! At approximately 7:30am this morning (a Sunday), we lost power to our home. We called out an electrician who identified the issue as being the metering equipment by the main feed into the house. After a discussion with Electricity North West, we identified that the equipment is the responsibility of the supplier - Ovo. We have a child with significant additional needs and we needed this resolving ASAP. After checking the Ovo website, I gave the Customer Services number a call, and was returned with "Thanks for calling Ovo. We record all our calls etc. We're currently closed. Our opening hours are Monday to Saturday 8:00am etc etc" So I then tried the emergency contacts provided on the website. Both useless. I retried Electricity North West who said they had a number for Ovo that they could put me through to. Great I thought, until they put me through and I got... "Thanks for calling Ovo. We record all our calls etc. W

1658366
Abby_OVO
Community Manager
R
New Member*
ron.strettonNew Member*
Posted in My account
How can I submit meter readings online?

I have my meter readings but cannot see how to submit them

992520
Chris_OVO
Community Moderator
J
Carbon Cutter****
Jon.bushby
Posted in My account
Bill saying i owe £780? Is this due to the 'Technical Error' on my account?

HiMy account has gone from being over £400 in credit to £780 in debit overnight. I’ve always been really careful monitoring my account usage and making sure my direct debit is enough if not more for my monthly usage. I have a smart electricity meter and a manual gas. I have provided my gas readings twice a month to keep an eye on my usage and associated costs.  I received the email below yesterday, im not too sure what it means. I can see 6 bills from 2022 even though I didn’t joined on December 2022.  I’m off due to having a breakdown and this is making extremely anxious. I’ve called OVO and they’re trying to tell me it’s because I’m not paying enough every month which is just a nonsense and then said it’s because I didn’t provide meter readings often enough l, again which is nonsense as I provide them twice a month.   A technical error meant we haven’t been able to send you any statements for a while. We're very sorry about this. This statement may be quite long because of the dela

243820
S
New Member***
A
New Member*
ArchieThomNew Member*
Posted in My account
Switched to a new tariff and I've ended up with 2 accounts, what do I do?

Our fixed 2 year tariff deal ended in April and we decided to stick with OVO on a new fixed 1 year deal. We had 2 acct numbers when we log in. The old one showing £2892 in credit but new one just opened a month showing £2475 in debit. How can this be?? 🤔🤔🤔🤔Help! veryconfused.com

3273
Shads_OVO
Retired Moderator
P
Carbon Cutter*****
pktCarbon Cutter*****
Posted in My account
My DNO has recommended I set up a Building Network Operator (BNO) to change one 3 phase meter and 7 submeters to 7 individually supplied meters?

Hi, Does anyone know what physical work with the electrics is required to set up a BNO please?  This is a recommendation from the DNO (SSEN) to change one 3 phase meter and 7 submeters to have 7 individually supplied meters...But I’m struggling to find a clear explanation of how this works in operation online!Thanks so much,Peter

55219
Blastoise186
Plan Zero Hero

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