My account

I seem to have started receiving paper statements all of a sudden, which I really don’t want. Please can you let me know how to switch these off?

My elderly parents have a 2-phase system with 2 economy 7 meters fitted. Phase 1 bills both day & night units and phase 2 bills night units only. I cannot get OVO to understand that the day units on phase 2 will always read 1 because this is a night only meter. When I provide meter readings they are rejected because the system is expecting a value greater than 1 on the day reading. OVO sent a meter reader earlier in the year and he did not understand that the reading was only 1. I have tried without success to get OVO to understand and act upon this difficulty and so I am hoping that members of this forum may be able to give me some advice.

I've had 2 emails about a direct debit both of different amounts for the same account. How can I find out which ones correct?

Can ovo send me an email with all the details of when I set up the account in the first place.  And also the signature that I signed to set up the account. 

Updated 27/08/25 by Emmanuelle_OVO:[FAC = Future Annual Consumption. It has other names, but it’s a figure used by the Direct Debit calculator to determine a predicted cost for the period it covers. It’s akin to the EAC, a figure determined by the energy industry and made available to comparison sites, so they can all calculate annual costs on the same basis. OVO publish the FAC for an account on the Plan page in a browser, but it doesn’t seem to appear anywhere in the app.]  This question has been exercising me ever since my SMETS1 meter was exchanged for a SMETS2 model in 2023. Not

My apartment is on electricity only! why my electricity  heating using 10KW to run in 50 minutes! It cost me 4£ to run for only 50 minutes! 

I have a 2 yr fixed dual fuel contract finishing on the 29th Sept.The fixed deals for the same from Ovo have been reduced slightly in the last week, but are still higher than some other suppliers and above the price cap rates that come in on 1st Oct.Shall I wait to see if OVO will reduce again for fixed deal, go onto standard variable, go onto standard variable for a short while and then get a better fixed deal? 

My direct debit has jumped from £127 to £182 which I can't afford. It kept going up last year and I ended up being in credit and getting a refund of £200-£300. I would rather have a lower bill each month, especially at this time of the year the usage will be lower. I'm trying to find out if I left OVO, do we pay in advance or arrears, don't want to have another bill. Thanks.

Just moved into new home. Trying to take meter reading for electricity but it appears it could be prepayment which I wasn’t told. What does Smets mean and can I change from ovo to another supplier with this meter please 

I used to receive a confirmation email after paying the energy bill by card. However, I am no longer receiving this email - didn’t get it for the past 4 payments at least, so it’s not a temporary issue. I can see the payment correcly listed in the current billing period, showing that it went through, but no email (also checked the SPAM folder). A previous answer to this topic mentioned the communication preferences set in my account, but there’s nothing there about these emails, and I do get all other emails by OVO. Any idea why this happens? I’d really prefer receiving an immediate card payment confirmation to avoid problems.

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. 

Hi everyone. Has anyone been through the process of having their electricity meter successfully removed from an asbestos backboard, in order for both to be replaced?  A little context. We have an older style meter which has developed a fault (the readout has gone blank). We’ve had a smart meter installation aborted twice in the last few years with quite vague explanations as to why and no follow up. The fault in the meter has now thrown up some answers as to why the installs were aborted, but having reported the fault, we’ve been sent back and forth between OVO and Scottish and Southern with no one wanting to help or offer advice.  What is the process in these circumstances? I know the backboard is our responsibility but I can’t imagine anyone wanting to deal with the meter without the consent of the DNO? Any help would be muchly appreciated.Steve-o.

Hi all. Has anyone signed up for the Tesco offer but not received their Clubcard points?I moved to Ovo in Sept 24 and signed up for this offer. Both my smart meters sent in readings in early October, but a couple of weeks later I received an email saying that I didn’t qualify as I hadn’t got a smart meter! After a call to customer services, they agreed I had, but said they’d moved my meters to daily readings (which I thought I’d already done). I presumed this action would “generate” my points, but nothing doing as yet.Just be interested to know any thoughts or similar experiences?

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!

Hi All,I've recently swapped to OVO due to having an electric car. Everything been running fine until I saw my gas bill (which isn't great normally). I jumped from an average of about 70-80kw a day to 200kw randomly and about 1800kwh total for a 9day period.When I first swapped I was told I didn't have a smart gas meter (which I do) -then told it wasn't communicating correctly....and then told it was .I checked the app and for the period 28th jan- 6th Feb my readings were : 670 and 728 respectively which equates to 58units. I've calculated this to about approximately 660kwh for this period. I believe when ovo are calculating they are using imperial units as this would make sense why my total is 1800kw for this period. It appears the first smart reading they took was on the 28th when the issue began.I've spoken to customer service who genuinely didn't understand what I was talking about and refused to calculate. Are the staff not trained on this or

Green backgrounds have recently appeared on some forum threads. What exactly do they signify please? 

Good afternoon, I hope you are all well.I just wanted to ask if any of you have had a similar problem. Recently, the DNO (UK Power Network) completed a power upgrade, and we now have a 200A, 130KVA CT ratio 400:5 power supply.We were with British Gas, but they couldn’t upgrade our meter to a CT three-phase meter, so I contacted OVO to ask if they could supply the required meter.Both the chat and phone representatives confirmed that there would be no issues and that OVO could handle it.Although the account will be domestic, they explained that they would need to book CT work and arrange a commercial booking. This means OVO would need to appoint SMS as the MOP (Meter Operator), according to advice given by an OVO engineer.I switched to OVO, booked the appointment, paid the £325 fee, and received the date. However, after having a bad experience with British Gas, I wanted to double-check with SMS whether OVO had booked the correct meter i

We purchased a property that had lay empty for some months prior to purchase.  Furthermore, we’ve not lived in it we have cosmetic renovations undertaken.The previous tenant was with OVO on PAYG for gas and electric so we thought for ease we would stick with OVO then instructed them to switch to meter supply, which we did, OVO having advised that we had smart meters.  Over the course of the month, the contractors have reported the power going off on 3 to 4 occasions, having top top up the PAYG card.  On every happening, I have contacted OVO and they have said it has been transferred over to meter. To compound the issue, just over a month later, the first bill is showing daily usage despite nobody living in the property, on both the gas and and electric.  Furthermore, the contractor has notified us that the gas has been capped off!As a side story, the adjoining neighbour has informed us that when the previous tenant was in our property, they use to top up the PAY

I just got an email from Ovo which has suddenly landed me with a massive increase on my electricity usage.I have gone from averaging 14kWh per day from Dec 21 to Oct 22 to 44kwh since then. In early Jan it was 73kwh per day!I have gas heating and water - there is literally no reason why I could suddenly be using 3 + times more electricity. Any suggestions? Am not sure why I have only just had my bill adjusted either as the meter readings have been sent automatically each month.

When I first signed up to my new fixed tariff this is the information I had.But when I spoke to an agent online this is the information she gave me which is completely different.And this morning I received the contract.The main reason I sign up was because I thought it a better deal came up I would be able to change without any fees.

I have just been offered new OVO fixed plan deals. My current fixed plan runs out in March so my question is: If I choose a new  fixed plan now (January) will it start right away or will it not start until March when my current one runs out?

Hi I'm originally an SSE customer. My gas was turned off yesterday due to leak. I'm without heating, hot water and stove.At the earliest when can you fix the gas smart meter? 

I am posting on behalf of my partner. He moved into his flat Jan 2023. The day he moved in, he set up the account with Ovo along with a direct debit. Fast forward to now and he’s realised that the direct debit has never come out. He’s now contacted Ovo and they have said that the day after he set the account up, the letting agent have cancelled it and put the land lady’s details. The account is currently at £1100. Now, obviously he should have noticed this lack of monthly payment. Ovo have said that he needs to contact the letting agent to ask what happened but they are dodging calls and are not giving answers. My main concern is regarding the mortgage application we will be making in a few months. As this has not been paid and we do not know if it has gone to debt collection, will this have an impact on his record if the land lady contacts Ovo to say that he is the one living in the flat and liable for the bill? If he rings to pay the accou

Hello, I have just moved to a house where OVO provides the energy to and I have a problem. I need to ask OVO to update the records in national gas meter database. My gas meter serial number (MSN) is not added to the database. Only the current gas provider can update it. How can I have it sorted out and how long would it take? Thank you, Slav

Hi all,We have just recently moved into a property where the electric was a pay as you go meter and the gas a credit meter.. So the two were set up as separate accounts, since then we have had both meters changed to smart meters and the electric to a credit meter. On the OVO app it shows the two accounts but the electric account still shows as the pay as you go account and prompts me to download the OVO top up app. So I have no way of knowing my electric usage. Also we have two separate direct debits set up one for each account. And would like the two accounts to be linked a pay just one direct debit.I have tried to call and get the two linked but I seem to be getting nowhere. Anyone have any ideas of whom I should be calling to get this sorted? Cheers.