My switch away was rejected as I have a 'profile class 3' supply but it should be ‘profile class 1’ reflecting a domestic property - how do I get database updated?

Hey ​@edwardfletcher 

Sorry to hear about this.

If the matter is now with complaints and a complaints handler assigned, they are the only people that can deal with any and all matters regarding/surrounding the complaint so it’ll be best to check in on their progress if you don’t have an update from them in the 5 day timeframe given by them. Once the request for the profile class to be changed has been submitted, it’s down to the National Database to complete the request. OVO’s ability to change the National Database lies purely at the power to request an update the same as all other supplies. It can take up to around a month for them to complete the request, this is the typical process and isn’t usually done straight after a request is submitted. 

There’s a slightly similar topic on the Forum which might be helpful here:

With regards to your comment about OVO being under E.ON group, this is actually not true at present. We’re set to become part of E.ON, subject to regulatory approvals. Until the deal completes, OVO and E.ON will continue to operate as separate businesses and everything stays as it is today.

When there are updates to share, we’ll be in touch with clear information about what it means for you. You can find more information on this, as long as any updates we have to share in future on the topic below:

Do let us know how you get on.

Hi Abby, thank you for responding.

I am informed by UKPN and by the Retail Energy Code helpdesk that correction of my Profile Class can only be dealt with by request from OVO as my current supplier.

My frustration with OVO is that I have missed out on a switch that was going to reduce my billing by £645.

In addition, I am now facing a substantial increase in cost in July this year. The longer OVO take to resolve the issue the higher the cost will be, quite apart from the time taken to address this.

This came to light when I sought to switch supplier on 14/04/2026. I used a third-party service for this.

I received confirmation that the switch was underway on 27/04/2026.

I chased up with EON on 14/05/2026 and was informed that no switch was in progress.

I chased up with the third-party service who responded on 18/05/2026 to explained EON had refused the switch. ‘The switch with was rejected due to an "Invalid profile class 3 for the Domestic meter point." This means we are unable to enrol this meter on a domestic tariff.’

This was surprising as I understand my switch to OVO in February 2023 was onto a domestic tariff.

It was also the first time that Profile Class was mentioned.

I raised this with OVO on 19/05/2026 and requested that the register be corrected as a matter of urgency.

I asked for a timescale for this process.

I received a response on 20/05/2026 requesting proof of address etc which I provided on 21/05/2026.

I heard nothing and called OVO on 27/05/2026 to confirm receipt of my documentation and to get an update on any progress.

The Customer Care Specialist put me through to an Account Manager who confirmed receipt. I was advised that a case would be opened for this alongside a complaint as this would progress matters more quickly. I was also informed I would hear back within 5 days.

I heard nothing and called OVO for an update on 03/06/2026. I was informed that the Customer Care Specialist was unable to put me through to an Account Manager and informed me they could not update me as the matter was now escalated to Customer Complaints and that they would be in touch within 24 to 48 hours.

48 hours have now elapsed, and I have not had a call.

I have received an email informing me that the complaint is now referred to a Customer Resolution Specialist and that OVO will be in touch within 5 working days.

I am asking 'Have OVO sent a Change of Profile Status Notification to UKPN'

It is very simple for OVO to provide an answer to this but Customer Care refuse to provide that information.

This is very frustrating.