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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

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F.A.Q.

Questions about your energy use? Check out our handy FAQ

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Tutorial

How does OVO Energy calculate my Direct Debit?

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Tutorial

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

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673 Topic threads
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.

245812
J
Carbon Cutter**
7 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.

5758
F
Carbon Cutter***
7 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?

712511
M
New Member*
7 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. 

2392
Abby_OVO
Community Manager
7 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.

36216
Abby_OVO
Community Manager
7 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?

142133
C
Carbon Cutter*****
7 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 

12867103
M
New Member**
8 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

3486
Nukecad
Plan Zero Hero
7 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…

873
Abby_OVO
Community Manager
7 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

355236
E
Carbon Cutter**
8 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

124539
P
New Member***
7 months ago
D
Carbon Cutter*
davidgrayCarbon Cutter*
Posted in My account
Historical usage - can it be exported onto a spreadsheet or is there an API I can use?

HelloTrying to find a way I can download all my past usage to a spreadsheet but I cannot find any way to do this.  I know I can copy/paste into Excel but it would be better if I could download a year at a time. Even better would be API access.  I see in the chat this was discussed about 5 years ago, did it take off? Thanks in advance.  

69913
Tim_OVO
Community Manager
7 months ago
Buzby
Carbon Cutter*****
BuzbyCarbon Cutter*****
Posted in My account
Regulator adds £28 per year to our bills ?

From the BBC website, https://www.bbc.co.uk/news/business-58090533“ The regulator is also adding £28 to everyone's bill over the year to cover the cost of dealing with £3.1bn of debt that customers owe to suppliers. “What ?.Imagine I own a business, say a plumbers or car dealership.If one of my customers fails to pay his bill, can I get the Government to force all my other customers to pay for my inability to recover my loss ?.In fact, it’s even better than that. The Government is getting all my competitor’s customers to chip in as well !.What is going on ?

915
Buzby
Carbon Cutter*****
7 months ago
D
Carbon Cutter***
DadCarbon Cutter***
Posted in My account
If i pay online by card, do i get a receipt from OVO

If i pay online by card, do i get a receipt from Ovo, as i am hearing that some customers, when paying by card are not seeing it on there account.  Thank you.

2676
Abby_OVO
Community Manager
7 months ago
P
Carbon Cutter*****
Pilgrim2Carbon Cutter*****
posted in My account
Live billing, meter readings and understanding my online account

My understanding is that you put in Actual meter readings on the last day of your current billing period then you get a bill based on those readings If this is the case then why am I getting an estimated reading on my heating meter only on the 30 th September when my current billing period ends on the 8 th October which is when I should submit actual readings to obtain up to date bill for that period  I only have  electricity energy Not  gas 

1078133
Chris_OVO
Community Moderator
7 months ago
M
Carbon Cutter****
MallakyeCarbon Cutter****
Posted in My account
Is my Direct Debit increase accurate?

Hello, I will copy/paste my sent email here..... (sent 2nd July 2022)Hello,  I would like to request a review and reduction to calculations for my Direct Debit amount. I currently pay £107 per month (I have always chosen to pay a little more than the minimum requested amount) , and I have been informed today that OVO will be changing my monthly payment to £255. Thats a 238% increase.  I would like to request an 'estimation' that accurately reflects my actual usage as I a) live alone and work 6 days a week (ie: reduced usage) and b) an increase to £255 per month is both unattainable and excessive to say the least for a single occupancy, lower usage dwelling.  My current account balance is +£696.05 I am on the 2 year fixed energy plan for both Gas and Electricity.  The OVO email estimates that my account will be -£2,959.51 at contract end on 7th Feb 2024 (end of contract).  Regards Leigh Foster  I really would appreciate a response from people as I am really concerned with how I can affo

102261
N
Carbon Cutter**
7 months ago
E
Carbon Cutter***
easy12Carbon Cutter***
Posted in My account
Missing comparison bars on usage graphs

Missing comparison bars on usage graphs. Data appears when cursor over the usage bar but no comparison bar (Black/Dark Grey)

12410
X
New Member*
8 months ago
V
Carbon Cutter*
ValyCarbon Cutter*
Posted in My account
Can I get my gas meter relocated?

Hi to all, After a long conversation with British Gas about relocating the gas meter, the answer was no, even if I need the meter to be moved from the right side of the wall to the left side only. And, all these are under 10 inch long. They said it’s free to move 1m to the right and 1m above, but not to moved on a different wall. This seems a bit ridiculous and without common sense.To pay 1500 pounds sounds a bit crazy.Is there any other way to sort this out?I am willing to pay some money, but not that weird price.Please see the photos attached. Gas meter to be moved from right to the left. Even the main gas pipe has an extension to do that. Thanks 

1947214
L
New Member*
8 months ago
S
Carbon Cutter*
selvendranCarbon Cutter*
Posted in My account
Set-up my OVO account a month ago - Why have I not received my Welcome pack and can't login to my online account?

Hello thereI joined OVO a month ago by phone call. Since then, I haven't received any welcome email or confirmation.I have attempted to contact helpdesk through phone call many times and succeeded couple of times and got my OVO ID. However using OVO ID I am not able to register my OVO account on either online or mobile app.I am looking to get account created and give Gas/Electric meter reading for this monthI am starting to be a bit concerned aboutPlease, could you help me?Many thanksSelvendran Chandran

302549
B
New Member*
8 months ago
SBilly
Carbon Cutter*
SBillyCarbon Cutter*
Posted in My account
Why did I get warning from my security program that I’ve had a data breach on my account with OVO?

Just to put it out there that I’ve had a warning from my security program that I’ve had a data breach on my account with OVO.  Suggest people check their accounts, especially if they are in credit.

3829
Nukecad
Plan Zero Hero
7 months ago
3
Carbon Cutter*****
3PhasesuppliesCarbon Cutter*****
Posted in My account
Submitted meter reading wrong, I put some of the numbers the wrong way round - how to get it fixed?

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.  

213563
C
New Member***
8 months ago
M
Carbon Cutter****
MajorSqueezeCarbon Cutter****
Posted in My account
My online account daily usage section hasn't updated but I have smart meters - what is issue?

Hi there, My online account has stopped updating itself and my last useage data was on the 24th (Last meter reading on the 25th) I’ve checked my meter from time to time and the WAN light has been flashing away indicating a connection. It’s been fine for months and transmitting everyday and just suddently stopped updating. Are there any known isues going on? Thanks.

3582128
L
New Member**
8 months ago
T
New Member**
tamarapress100New Member**
Posted in My account
De-energised meter in new build flat?

I recently moved into a newly built property. I was told my electricity supplier is OVO so I contacted them to set up an account and direct debit. 2 months later and I’m still unable to get into my online account, and they’re saying it’s because my meter is de-energised! This can’t be the case as the electricity supply is working fine! What is even more frustrating is that my bill that I got by email says £0 in charges when they’ve been taking £25 direct debit each month! Any ideas on how to sort this out? Thanks in advance.

12595
I
New Member***
7 months ago
S
Carbon Cutter*
StephLGCarbon Cutter*
Posted in My account
Fixed Rate Ending in April

I recently signed up to renew my energy for a further two years on a fixed rate from mid April. However, I have today received an email stating that I am being switched to a variable rate when my present contract finishes. Has anyone else experienced this? I have been with the company for years and my account always has a healthy credit balance. Not sure if the right hand knows what the left hand is doing. 

1536
S
Carbon Cutter*
8 months ago
A
Carbon Cutter*
aleta braiaCarbon Cutter*
Posted in My account
How can I request an emergency appointment on a weekend?

i had an ovo engineer out wednesday to fit a new metre he told me to get a plumber out as he couldn't get the bolt off my plumber came today and has done it ready for the new metre but has broken the nipple in the metre so has told me i need an emergency ovo engineer out to check it and fit new metre but there's no one answering the phones how do i speak to someone to get them here for help please 

82912
J
Carbon Cutter*
8 months ago

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