Skip to main content

My account

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

  • 653 Topic threads
  • 15,783 Comments
F.A.Q.

Questions about your energy use? Check out our handy FAQ

  • 1
  • 7
Tutorial

How does OVO Energy calculate my Direct Debit?

  • 2
  • 103
Tutorial

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

  • 2
  • 72
653 Topic threads
O
Carbon Cutter*
Ovo_User_397Carbon Cutter*
Posted in My account
Extremely overcharged after forgetting to pay bills

I moved in my current studio flat apartment around 7 months ago and I have completely forgot about paying the bills. The record said that I provided a reading in Dec which I don’t remember doing. and I just went on to my OVO account and looked at the bills and because I haven’t provided meter readings, they were all estimates. Some were reasonable but there were a few months that reaches unbelievable amounts. I live alone in a studio flat and it was shown £1800 in one of the months, which is impossible. I am going to get a meter reading and supply it asap. But my question is when I get my reading, how do I backbill or do a reversal in a way to get my previous bills recalculated.Any advice would be appreciated. Thanks.

9
Abby_OVO
Community Manager
5 months ago
S
Carbon Cutter*****
Simon TateCarbon Cutter*****
Posted in My account
How do I contact Boost Energy with a complaint?

Does anyone now how to contact with a complaint other than they hideous online chat 

69
G
New Member***
5 months ago
P
Carbon Cutter*****
PadsterCarbon Cutter*****
Posted in My account
A recommended direct debit amount isn’t available right now

DD amount advise continually unavailable, is it just me?

11
R
Carbon Cutter**
5 months ago
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
posted in My account
Are our bills too complicated? A discussion.

When I open my billing page, I’m often asked “How easy is it to understand your bill?”, which I usually answer with ⭐⭐⭐⭐⭐.  I was reminded of this when I recently had a message from an acquaintance ‘over there’, who was bragging about getting a negative bill for electricity for the first time since installing a solar PV array last year. He has gas central heating. This is what he was so proud of:  COA = City of Austin, Texas They use a sliding scale of unit rates, increasing with usage per month:[From Residential Rates (austinenergy.com)] So, all sorts of costs on top of the unit rate plus a standing charge ($14/month) equivalent to 37p/day. Apparently, the average household in Austin uses 10,200 kWh of electricity annually.Apart from the surprise that this capital of the ultimate capitalist state has its utilities in socialist public ownership - which explains the charge for street lighting - I was struck by the complexity of the bill. Can you work out what the average household’s ann

3
BPLightlog
Plan Zero Hero
5 months ago
B
New Member***
BbernieNew Member***
Posted in My account
Entering meter readings in the new app? Help?

I need to send a meter reading as I know my gas meter doesn’t send them but can’t see how to do so in the new version of the phone app. Can anyone tell me how?

2
B
New Member***
5 months ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
I think my meter is clocking too fast - How can I test if my high usage is due to a faulty meter?

Updated on 17/08/23 by Abby_OVO ​​​​​​Your guide to checking the accuracy of your meter: How to carry out a Creep Test, a circuit check and book a Meter Accuracy Test (MAT) Have you noticed an unexpected change in the amount of energy your meter’s clocking? Are you worried that it might not reflect what you’re actually using? We’ve made this guide to help outline all of your options so you can be confident that everything’s working as it should, and you’re only being charged for what you’re actually using.  My bill is higher than usualFirst things first, it’s always worth checking that your charges are based on actual readings rather than estimated readings. You can view the latest statement on the ‘Billing history’ page of your online account or OVO app (download for Android or iOS). Exact appearance may vary ‘Download this bill’ or ‘View details’ to see if the reading is estimated (hint: it will say estimated next to the reading if this is the case). By checking the reading on the me

27969283
S
Carbon Cutter*
10 months ago
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
posted in My account
A discussion: To stay on Economy 7 or not

Some of us with old, ineffective night storage heaters may have decided that, the price of electricity being what it is, there are better ways of keeping warm. If the heaters aren't being used, or used as much as they once were, it may be that the higher unit rate for peak-time usage means that an Economy 7 tariff may be more expensive overall than a single-rate plan. This post may help you decide.You will need to know how your current electricity consumption is split between peak and offpeak periods. The last six months usage should give a fairly good indication, so now in February:Find your bill for last August, or look it up online. Make a note of the peak and offpeak meter readings for the beginning of the period, e.g. 1 August. Find the same figures on your bill for last month (January), this time taking the readings for the end of the period. Subtract the peak reading for August from the one for January to find the peak-time consumption for the whole period. Similarly, subtract t

11
Firedog
Plan Zero Hero
5 months ago
J
Carbon Cutter****
JamCarbon Cutter****
Posted in My account
How do you escalate a complaint?

How do you escalate a complaint to stage 2?I have no final statement for gas after 7 weeks. No one is allocated to produce the final statement so Customer services say that the complaints department won’t speak to me. I wait on hold for 50 mins. They put the phone down without speaking when I finally get through. How do you get through to this company? 

15
J
Carbon Cutter*
6 months ago
T
New Member*
TchexovoNew Member*
Posted in My account
Opened a new account in error when trying to renew

A month ago I tried to sign up for fixed rate energy but accidentally opened a new account, no problem I thought, I'll just contact customer support explain what happened and get them to close this accidentally opened account.Support assistant assured me it was all fine and the account was closed, yet a week later I have money unlawfully deducted from my bank as they had not closed it at all. Repeatedly complained telling them this was an issue and have been given nothing but lies, lies and more lies regarding the missing money (in one case they even replied to the wrong customer complaint and gave me someone else's account details). If there is no other way to resolve what should have been a really simple matter it seems like there is no other choice but to take the matter to claims court and sue OVO for the money, but I thought I might post my experiences here to see if anyone else has had similar issues and if there are any other available resolutions available?

18
P
Carbon Cutter****
6 months ago
J
Carbon Cutter***
jud ClarkCarbon Cutter***
Posted in My account
incorrect reading

Hi, I currently pay £120 per month for electricity and this more than covers it. I manually submit my meter reading online.I received an email saying I was in debt (by a lot) and quoted my last reading figures- which were not the ones I put in, every number out of all the digits, barring the first was incorrect.The reading stated on my account on 25th March is actually still 520 units above what I have used up till today (almost a month ago).How do I contact OVO to tell them not to put my direct debit up?Also they still estomate an old storage heater meter which has never been used, heaters removed when I moved in and air source heat pump installed. The reading on this has never changed.

3
Blastoise186
Plan Zero Hero
5 months ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
Direct Debits - What do I need to know?Tutorial

Updated on 03/07/24 by Abby_OVOHow Direct Debits work A Direct Debit is an automatic monthly payment set up with your bank or building society. It means you can choose which day you want the payment to go out each month, and your bank will sort the rest.Once a Direct Debit is set up, you don’t need to do anything else.It’s often the best way to make regular payments, such as your energy bill. Why paying by Direct Debit is the best way to payDirect Debit is usually the best way to pay bills because:you get a cheaper rate if you’re on our variable Simpler Energy plan you don’t have to think about it – it’s all done automatically each month you don’t need to worry about forgetting or missing a payment it can help you budget as you know how much is going out of your account each month and when it spreads your year’s energy costs evenly over 12 months How we work out your payment amountTo work out your monthly Direct Debit amount, we:look at your energy use to date and how much you’re likel

14454119
NotQuiteAlice
Carbon Cutter*
6 months ago
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
Posted in My account
Direct Debit review timeline

I recently depleted the large credit balance on my account following the end of the Interest Reward scheme. Since the start of April 2024, there has been a warning on my Home page like this:    Now, I’m well aware that I can’t go on paying only £5 a month for long, but the current balance is high enough to keep me in credit into the summer. I plan to increase the monthly payment to a realistic sum before the account goes into debt.Can anyone with experience of warnings like this and what they lead to explain ‘what happens next’? How soon can I expect to be told that I have to increase my Direct Debit? How soon after that is an increase imposed? I’m asking because the Future Annual Consumption figure for my account is far too high, but falling. With any luck, it will meet my actual annual consumption in August or September, but until it does, the recommended DD will be too high. I’d like to pre-empt any OVO-mandated increase. If I were to adjust the DD now to the current ‘minimum paymen

9
Nukecad
Plan Zero Hero
6 months ago
S
Carbon Cutter****
sinca123Carbon Cutter****
Posted in My account
High electricity usage- What could it be?

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! 

50
Shads_OVO
Community Moderator
6 months ago
A
New Member**
Alizap888New Member**
Posted in My account
Massive standing charge inflation- why?

Why has my standing charge gone up from:24.61p per day in 2022 to43.39p per day in 2023 to60.31p percday from 1st April 2024?This is way higher than inflation. 

5
B
Plan Zero Hero
6 months ago
C
New Member*
creedman60New Member*
Posted in My account
Can you change the Direct Debit payment details online?

You claim on your help page that I can change where my DD is paid from by clicking on the ‘profile’ tab. I can’t. No such facility exists and the only way to do this apparently is to call you.

12
J
Carbon Cutter**
6 months ago
F
Carbon Cutter***
FedupwithOvoclubCarbon Cutter***
Posted in My account
problems with the APP

For the last  nearly 3 years I have been unable to access my account in line. My account is being migrated from SSE to Ovo. Every month I’m told they are working on it and every successive month ,still an issue. My contract ends soon and there is no way I’m staying with this company.

8
F
Carbon Cutter***
6 months ago
R
New Member*
RichshermanNew Member*
Posted in My account
How often should I get a meter reader visit?

Hi, have been with OVO nearly two nears now and always submit my gas and electric readings manually on the exact day every month and never had a problem, its been great. But how often do OVO send a meter reader out to verify my readings are correct?

11
M
New Member*
6 months ago
C
New Member***
CallumDNew Member***
Posted in My account
Do I have the right to cancel my Direct Debit if a billing problem has not been solved yet?

It's just that I thought today I may as well cancel it, I find it unfair that they expect me to still pay off a debt that I do not owe, and I assume I'm not the only one who has fallen victim to their poor bill estimations and typing errors. 

2
Abby_OVO
Community Manager
6 months ago
M
Carbon Cutter****
mabelsCarbon Cutter****
posted in My account
Tariffs 3 Tier Superdeal rates

New charges 3 tariff Superdeal. The charges issued for January 2024 are most unfair as all the increase is put onto the night storage which increases bills unfairly. Am not pleased.

16
Abby_OVO
Community Manager
6 months ago
B
Carbon Cutter****
brikathCarbon Cutter****
Posted in My account
I've chosen a Fixed plan but might be better switching to Simpler Energy - Am I able to cancel my renewal and fix in again at a later date?

I, wrongly maybe, as an OVO customer , started a Fixed Rate two year contract on 27th Oct.  Simpler Energy is much cheaper - for the present.  Can I change over to Simpler Energy and go bsck onto another Fixed rate contract in the future?

33
C
Carbon Cutter*****
6 months ago
S
Carbon Cutter*****
Simon TateCarbon Cutter*****
Posted in My account
How can I make a complaint about my OVO Energy account?

I want to make a formal complaint about their service 

103
M
New Member**
6 months ago
S
Carbon Cutter****
Sally123Carbon Cutter****
Posted in My account
Didn't the cost of KWH drop on April 1st 2024? Why haven't mine?

I knew standing charges were raising  ridiculously  but I thought KW prices were dropping?I am paying the same KW for both gas and electric which will mean even though I use very little energy my bills will raise

6
Nukecad
Plan Zero Hero
6 months ago
waltyboy
Plan Zero Hero
waltyboyPlan Zero Hero
Posted in My account
Is there new Information on our OVO Account Home Page- Last reading date?

It may just be that I’ve never noticed before, but on my OVO Account Home Page in the box where it confirms that my smart meter is sending readings automatically, I’ve now noticed that it shows the last reading date.   Your smart meter is sending them to us automatically. Nice one!Last reading: 01 Apr 2024You don't need to do anything. This is such a welcome and useful bit of information (as a visible pointer to estimated readings, for example) that I’m sure I should have noticed it previously? Apologies if this is merely another of my senior moments! EDIT:  …and apologies for misspelling Home Page in the title…

3
Abby_OVO
Community Manager
6 months ago
G
New Member***
GA1855New Member***
Posted in My account
Which email address should I send my 'Power of Attorney' document to?

Can anybody fill in the spaces for customerservice.adim.         @ovoenergy.com

36
E
Carbon Cutter**
6 months ago
S
Carbon Cutter****
SteveBeeCarbon Cutter****
Posted in My account
Economy 7 tariff changes on SMETS2 meter but fifth terminal not activating at all!

Hi, hoping someone may be able to help with this - I’m having an absolute NIGHTMARE trying to get through to a OVO/SSE department who is able to help progress this.Not sure if they’re going through a change with call centres or the like but there’s a language barrier happening and the operators, in the several departments I’ve tried to speak to, over several hours, can’t understand the technical aspects and vocabulary such as fifth terminal, secondary contactor, etc, only picking up on words like ‘heating’ ‘not’ ‘working’ until eventually I was put through to a lady in Scotland who is in the home cover insurance department for when your boiler or water heater stops working!Any help in getting through to the proper support line would be really helpful - I can sympathise with the call centres abroad not understanding the technical aspects, as it’s a totally different language for everyone whatever their first language - but at the moment I have a OSO 210L water heater that’s only half-wo

39
P
New Member***
6 months ago

New to creating a topic?

The OVO Forum is powered by volunteers. Here are their top tips:

Terms & ConditionsCookie settings