My account

Hello, I'm a student sharing a flat with one other person. Because of this, we split the energy bill 50/50. I usually ask for the money on the final day of the billing period every month, but I've found that it always gets boosted up a couple days later for some reason and I always end up shortchanged. So my question is - how long from the end of the monthly billing period does it take to generate a bill, and therefore start the next billing period? Ours ends on the 2nd every month, so I expected a bill today, but nothing so far.TIA! 

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?

I just wanted to share a cautionary tale with the community. I set up my 2 year fixed rate account at the beginning of the year and somehow managed to amass credit of £255 which is ridiculous in of itself but hey ho.Anyway I got an email yesterday suggesting that my DD would in fact be increasing by another £17 per month from the next payment. But I’ve got an excess I thought. Ok, if they’re going to increase the payment I’ll just withdraw the excess and offset it that way. Not so fast sunny boy, you have to “apply” for a refund of your credit. What about if I tried to switch to a different rate? Sorry no.  So I went over to USWITCH and surprise surprise, I managed to lock in a fixed deal, With OVO and based on my consumption year to date of £120 per month, not £167. How odd. So I signed up for it, but OVO have somehow decided that they’ll charge an exit fee of £190 or £95 twice. This is despite the contract that I signed stating that the exit fee is £90. So the

A friend of mine, an ovo customer, has a debt of £1,400 approx. His DD is now about £140 a month. I'm thinking about helping him.My question is, if we try and pay off at least a sizeable amount for now  - for example half - Will this enable him to reduce his monthly DD?

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.. 

Is it normal after submitting a meter reading on the 22/7/23 to be asked for another meter reading via the app and for it to be done ASAP?New to Ovo after moving over from SSE

Hi, I’ve been off supply again all day, (all night earlier in the week) an SMSL engineer was due before 6. OVO told me I could reach them till 8, I can’t, online chat said they would call me at 6, another lie. Does anyone have a number for SMSL? I can’t go another night without power. 

Hi there!According to the Ovo usage tracker my house has used 299.5kWh of Gas since the first of November. I thought this perculiar as we have not had the heating on and our shower is a power shower, the only thing that gas is used for in the house is the hob and heating the hot water for the taps (washing up and washing hands). I checked meter readings from today as well as comparing it to when we first moved in in July, and using an online calcuator calculated that the entire volume of gas that our meter has registered since moving in would only be around 200kWh.Does anyone know how to solve this? Or at least explain why the usage tracker has such a skewed value? Our meter has only been sending readings to ovo once or twice a month, I don’t know if this is something that might have caused this. When I try to manually enter a meter reading I get an error as well. Many thanks,afbunn

We have a new gas connection being fitted soon and want to get Ovo to supply gas (we have Electricity already).  Called to try and arrange fitting a new meter but there seems to be no process for this.  How can I do this? 

Hello. Has anybody else noticed that the app is not updating with your current balance, whether credit or debit? App has been deleted and reinstalled. Customer care is aware of this issue but it’s been two weeks now. 

I would like this issue to be addressed by a moderator.I have spent over two hours on two separate calls, trying to get through regarding a faulty gas meter and despite online contact and calls, I haven’t been called back or emailed back.The property in question houses vulnerable adults and a gas meter is not operational. How do you manage to get the help that you need? 

Hi,First let me say that I understand this is a community forum not customer services.In the hope that someone from customer services actually reads this, I have a number of queries.I received a letter asking me to submit a meter reading so you can present me with an accurate bill. I’m a pay-as-you-go customer, so why would I be getting a bill? I tried to create an account online at https://account-activation.ovoenergy.com/details_form however I get an error: “Oops, there’s a problem… Something went wrong, please try again later. If that still doesn't work, give us a call”. You don’t actually list a customer support number on your website. Why is this? I had to google for your number. When I called I was in a queue for half an hour. I was then passed around from on

Why, when I have a smart meter, which shows the exact amount of money I have used on gas and electricity, is it not possible for OVO to have a variable direct debit where they take the exact amount I owe each month rather than a fixed amount? Could it be because OVO wants to earn interest on all the money it has collected from thousands of customers who have overpaid and are in credit?  This must add up to a significant sum of free money that OVO earns for doing nothing other than taking more than is owed from thousands of customers. Surely the purpose of the smart meter is to show the usage in real time, so DDs should also be set on realtime use rather than a best guess averaged out over a year where OVO earns interest on customer’s money rather than customer’s earning interest on their money. 

I signed up for a new smart meter and arranged an appointment to have it installed. The engineer failed to turn up and so I telephoned Customer Services to arrange another appointment. The agent went through her script and advised me that if I was not in when the engineer called there would be a £30 charge. I asked if that also applied where the engineer failed to turn up. She checked and said that it did and that she would arrange to credit my account with £30. So far I have not received the credit. When will it come?

Hi can someone please help. I live in a flat with another flat above. Next to my fuse box is a very old looking box and some very dodgy looking textile wires going upstairs. I'm concerned being such old equipment it my cause fire. I'm trying to find out if anyone knows what that box is and who is responsible replacing it? Also can the wires into it be replaced by normal electrician or does it need supplier to do it? Thanks Susie  

Why do standing charges differ between contacts by the same supplier? The cost of maintaining the infrastructure does not change whether I choose a year to 2 year fixed contract or go for a variable contract. Prices may differ by suppliers, but should not differ in one suppliers contracts.

My fixed for gas and electric finishes on December 15 will I still be charged the exit fee ?

I have a new electrical connection to my garage installed by UKPN and have an MPAN ready for a meter to be installed as part of this new connection. OVO are my energy provider for my house so I’m starting here.How do start this process of requesting the meter?

Hi, Can anyone advise on how to remove supply of electric from one house and have independent supply to gates. Situation is,  we have 5 houses in a gated community. For some reason the builders ran the electric supply from one house to a meter at the gate. This has worked ok up to now, the householder is billed in normal way, takes a reading from meter at gate, works out the cost of gate usage and charges the management company (which is the 5 houses). The householder that has the supply now wants to vacate his property and while it’s empty switch off all power at his mains, leaving no power to the gates. He’s not prepared to leave the fuse to gates on. So we need to find best way to get power to the gates. We’ve looked at solar power but been advised that, looking at photos, we won’t have sufficient sun in the area the gates are. Any advice would be gratefully received, thank you

Updated on 30/01/25 by Chris_OVO We have an Economy 10 tariff with storage heaters. Having been told that I owe Ovo a lot of money due to underpayment for my electricity consumption, I went back over my past 2 years of bills (since we moved in). I was amazed to see that I seem to using far more peak time power than off peak and that in the winter months the peak time consumption shoots up. This should not be the case - the storage heaters are only active off peak, and all washing and tumble-drying also being done off peak, it really looks as if we are being charged peak rates during off peak hours and vice versa. Is this possible? How can we check? i have raised this with Ovo and am waiting for their response, but I wonder if anyone else has ever experienced this?

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.

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 

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

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? 

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