My account

I have a smart meter. We are no longer using gas. I have booked Ovo to remove the meter. Do the engineers cap the supply as part of the job? Is there a charge? Do I need to contact the transporter when the meter has been taken away?

I checked my energy usage frequently but when i checked today all my old usage bills were a lot higher it previously said i was spending about 1 pound 40 a day now it says for the same day i spent 3 pound 25 how can the usage change on a previous date and it has done that for all my old usage

Verbal communication of meter reading values being transposed. Meter readings, when taken by data collection agents not being used to establish usage. Continual estimating of meter readings leading to IN CREDIT account.  

I have recently received a statement from Ovo, with a breakdown of my usage over the last 10 months or so, and the numbers they have used are wildly inaccurate, to the point that I believe them to be charging me over £1000 too much for my annual usage.  They have also given me an estimate for next year of over £7000, meaning my energy bill would be more than my rent.  I have already contacted customer service, but I was hoping to find some reassurance here that these mistakes will be rectified.In my previous property, I was on a prepayment meter, and would put £10-15 on each per month.  When I signed up to Ovo at the end of September last year (I had just moved in a couple of days before), I was quoted £97 per month.  I knew this was high, but I was unable to provide my annual usage numbers, so I agreed to the ‘average’ for my type of property.  I am pretty sure I gave meter readings (how else would they know what I was using without a starting number).  However, the statement is using

Hi folks, I am trying to have a redundant THTC meter removed from my house and OVO seem to be refusing to do this. Can anyone help explain what I should do? Some background info below: We moved to a property in March last year in the west of Scotland. The property has two meters with a THTC setup running storage heaters. We are getting the storage heaters removed in February and an air source heat pump installed.  Once this work has been carried out there will be nothing running from the RadioTelemeter (THTC) meter. I have contacted OVO by phone yesterday to request that this meter be removed once it is no longer in use. The person I spoke with said that OVO would not do this because doing so would stop the other (ordinary) meter working. They weren’t able to explain why this would be the case. After some time on the phone I was told that if I emailed OVO with evidence that the THTC meter would not powering anything then they could arrange for it to be removed. This seemed like a posit

Can anyone help answer why my bills keep changing and why I have a huge balance adjustment on my account suddenly? I’ve been paying £75 direct debit for my two bed flat but received an email recently telling me it was going up to £452 a month.  Shocked, I logged into my account to find all my bills from February were £300+ even though I could swear it was only recently I was in credit.  I’ve checked back on my emails and as recently as May I was £95.62 in credit.  I logged on to check my bills again today and now they’ve all changed again, dropping to around £150 a month but I’m still in a similar amount of debt because there’s a new Balance Adjustment for £975.58.  There’s no details about what this balance adjustment is or a breakdown at all and no explanation for why all my bills are now different again.  I phoned the support team who said it’s something to do with SSE but they couldn’t give a breakdown either and simply offered to reduce my direct debit by 15% which is still extort

Hi everyone, I’ve just discovered that I’ve been paying OVO energy bills under the wrong address/account for the past year. My actual flat is Apartment 13, but the account I’ve been paying for is Apartment 14. I always found my bills unusually high—even when I was away from the flat for a whole month with everything switched off. Today I noticed there are two account numbers linked to Apartment 14 in my OVO app, and none for Apartment 13, which confirmed my suspicions. Has anyone experienced something similar? What should I expect from OVO in terms of resolving this and possibly getting a refund? Any advice would be really appreciated! Thanks in advance!

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.

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.

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!

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

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.

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? 

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.

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?

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 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?