My account

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.

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.

I want to make a formal complaint about their service 

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

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 

Hi, I always pay my OVO energy bill at a PayPoint facility within a couple of days of receiving the paper bill. I paid my bill on the 11.January. 2024, in cash as usual and was given the normal proof of payment receipt by the PayPoint operative. In the following days I kept checking my account to make sure the payment had been acknowledged and updated as paid as usual.I had previously been told to send in my meter readings on or around the 27/28 of each month which is what I do. On the 21.January.2024 my payment had still not been acknowledged so I emailed OVO pointing this out along with a clear image of my PayPoint proof of payment receipt, which did correctly have my account number on it.A couple of days later I received a reply to my email in broken English, which acknowledged that they had received my email and could clearly see the details on my proof of payment receipt. The email went on to say that “we should wait a few more days” but it then went on to say that due to the fact

I've just had my new energy prices, do they include the 5% VAT

We live in a detached bungalow with a detached garage. Both have electric meters. These were already there when we bought the bungalow. Is it right that we are paying two lots of standing charges?

I was associated with SSE on fixed contract and was paying  £105 from April’22 to Mar’23 and  £108 from April’23 to June’23. Payment was made via DD before SSE acquisition to OVO in June’23.My account migrated to OVO with £1,247.64 due amount. I have tried to reach every forum of OVO to explain me the reason for overdue but no response or any rational. I have written multiple emails too but none has responded even Raman’s Team. Calling customer care gives answer “you have to pay the amount what is mentioned and there is access to SSE system hence they can’t check”. My justification that month on month usage is within the range of  £110 - £130 (before OVO and with OVO) is not making any sense to them to investigate. Though I started paying partial amount and due has come down but still want to figure out why I am being charged without justification and how can I reach to resolution?I am clueless and no hope to sort out the matter. Looking for guidance and way forward.

I have just submitted my first readings, but I'm not sure if reading 1 on my meter is day or night?

A couple of days ago I requested a credit of £500.00 as I was nearly £1000.00 in credit. I just looked at the app and it now says that I am just over £2000.00 in arrears

Does anyone have the equation to work out the KWH from a meter reading for both gas and electric. Please.

Hi. I haven’t been charged for electricity used since my meter tripped over from 99999 to 0 on the 3rd of December. The meter readings are still being taken and on the app show an extra 1 on the front, although this can’t be displayed on the meter. For example, today my meter shows 06521 and the App shows 106521. OVO tell me their system can’t charge me until the 5/6 digit issue is sorted out. Has anyone else had this problem?

  Why didn't OVO give me statement for the period 16/12 to 14/01 or take any direct debit. Today I received 2 statements one for the period 16/12-14/01 and then 15/01-16/02 both listed as February statement!!!! OVO is starting to go downhill  

Hi my online account daily usage amount is not updating it is still the same as the opening amount at the beginning of the month. Looking at the smart meter readings they have been updated daily. Is there a reboot that can be done.  It’s clearly an IT matter not a meter problem.

Our gas meter box has flooded. I have removed as much water as I can but the condensation covering the dial make it impossible to read.  

 During the early periods of high energy prices I was continually bombarded with emails to increase my DD as I “would not have enough money in my account to cover a 12 month plan’ and needed to ensure my account had a positive balance to cover any high bills” .  Considering that I wasn’t on any fixed plan, I really couldn’t understand OVO’s thinking.  Thankfully that particular period is over and everything has been good to this point.I have, for many years received an interest payment monthly on my bill for keeping a positive balance on my account.  This wasn’t a great amount - but it was now nice to have. Today, I have received an email informing me of the following:  “You’ll no longer get Interest Rewards from February 2024 This won’t affect your energy plan and our terms are staying the same.  Direct Debit payments need to be as accurate as possible The aim is to make sure customers are paying the right amount for their energy. We don’t want you to have more in your energy account

Last year I was told ovo would send me electric throws but they never arrived and no one was able to tell me what was happening or who to contact do I need to just give up

What is the contact number for OVO, and why do they not advertise this. It seems incredibly difficult to speak to someone at OVO, a problem I've not had with other suppliers.  

I had smart meters installed on 16/10/2023 and electric meter was changed in account straight away. However the gas meter was only changed yesterday 27/11/2023. On checking my bills I find that the gas is about three times what I would expect.To convert metric gas meter readings to kWh:Take a meter reading.Subtract the new meter reading from the previous reading to work out the volume of gas used.Multiply by the volume correction factor (1.02264).Multiply by calorific value (40.0).Divide by kWh conversion factor (3.6).Old meter 17.06kWhNew meter start 0.000014/11/2023 reading 61.60127/11/2023 reading 95.323Calculate using above:61.601(61.601 x 1.02264) = 62.99564664(62.99564664 x 40.1) = 2519.8258656(2519.8258656 / 3.6) = 699.9516293333333Cost 699.9516293333333 x £06.49p = £45.4268848This is billed at £138.8695.323 - 61.601 = 33.722(33.722 x 1.02264) = 34.48546608(34.48546608 x 40.1) = 1,379.4186432(1,379.4186432 / 3.6) = 383.1718453333333Cost 383.1718453333333 x £06.49p = £24.86780987

I have a traditional ie non smart Economy 10 meter with digital readings. Is Rate 1 peak Rate and Rate 2 of peak?

Just received notification of the price changes from 1 January:Day rate - reduced by 6.22p/unitNight rate - increased by 2.15p/unit (10% increase)Heating rate - increased by 5.07p/unit (24.6% increase!!)This means that the night rate savings is reduced from 17.45p to 9.08p/unitAnd the Heating rate savings in reduced from 18.45p to just 7.16p/unit - and this is the first time EVER that the Heating rate has been more expensive than the night rate.This is grossly unfair of those of us with electric heating (storage heaters). It also significantly reduces the savings that can be made by storing night rate in a battery for use during the day time. This is a massive backward step by OVO.  They should be incentivising us to use electricity when its cheaper to generate.  Instead, it looks like they are trying to reduce the savings that can be made by storing heat/electricity in order to increase their profits further. I am not happy.

I was trying to get help today to sort out a debt through the online chat system.The person asked for my National Insurance number and which benefits i was getting and I gave it, then they told me they can’t help me and ended the chat. I’m worried I’ve just been scammed as my partner told to never give that number, as the person now as access to my bills,NI,phone number as well as my what benefits I’m claiming and could commit fraud on me.  Is this normal to ask for someones NI number ? 

For the last 3 months our gas bill seems to be increasing huuuugely. For £80 usage to £200+ usage in a month! Nothings changed though.  I thought I'd analyse the invoices a little closer and it looks like we're being charged 10-12 times more than we've actually used. This has been ongoing since we were moved from to Ovo 14 months ago. I've tried on chat to discuss but they were useless so we'll have to call between 9am and 5pm on a weekday. Not handy for people who work those hours!  Can someone take a look at the screenshot in the feed to double check I've not read this incorrectly? I've checked the electric and what's been used is what has been billed. 

How to submit a SAR